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Q | How do I notify you if there is a change in my on-call schedule? |
| A. | If you are utilizing our on-call scheduling system you can make that change
yourself right over the Internet. In this scenario there is no need to contact us at
all. If we are inputting the schedule for you please fax (651-298-1945) your
changes to us, or send us an email: bbrand@timecommunications.biz. Please clearly
mark the change. Please allow 2-3 business days for changes to be implemented.
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Q | What if I need my on-call schedule changed after-hours? |
| A. | Please call us directly using our Check-In Line (651-229-3000) and ask for a
supervisor. For our records, we ask you fax the requested change over when you
have access to a fax machine. If you fax or email a change after-hours, without
notifying the supervisor, it may not be completed until the next business day.
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Q | What if I don’t remember my Account Number, or Login Name and Password? |
| A. | Simply contact our office by calling our Check-In Line (651-229-3000) and ask
to speak with a supervisor. By answering a few simple questions the supervisor
can supply you with the needed information.
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Q | Am I able to change my Login Name or Password myself? |
| A. | No. We prohibit clients from making these kinds of changes for security
reasons.
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Q | I’m having trouble accessing the web site to input my on-call schedule. What
should I do? |
| A. | Please contact our Client Services Team at 651-298-1332. We will be glad to
assist you.
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Q | I have the On-Call web page book-marked or saved in my Favorites file, but when I get to the page I can’t log in. Am I doing something wrong? |
| A. | Due to the rapid progression of technology, the web pages are upgraded frequently. While the pages may appear to be the same, the address path may have changed slightly. For this reason, we ask you not to bookmark the site, but simply type the address in manually.
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Q | How far in advance can I schedule my on-call? |
| A. | Our system has the ability to retain information up to one year in advance. All past schedules are retained for eight weeks after the last date of entry. This allows you to look back as well as forward.
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Q | I am trying to change my list of on-call resources, or their phone numbers, on your web site without success. What am I doing wrong? |
| A. | For security reasons we only allow our Client Services Team to make these types of changes. Please notify us via fax or email when this type of change is required.
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Q | How do I change a schedule already entered? |
| A. | Select the date the change occurs on the calendar on the right side of your screen. When the entries are displayed, simply select the entry to be updated by clicking on it. Then click on the edit button. The chosen entry will be displayed and any of this information can be revised from here.
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Q | We often have more than one person on call, but they should be contacted in a certain order. Can I indicate this somehow? |
| A. | Yes. Select the “Sort Order” of each on-call employee as you enter their schedule. The order ranges from 0-255, with the “0” entry appearing at the top of the schedule. Others listed will appear in ascending order. The “Comment” section is also very helpful in relaying special instructions to our staff such as “call cell phone first”!
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Q | I love entering my own on-call via your web site, but would like a hard copy of it for my office when I am done. Is this possible? |
| A. | Yes. Use the “Report” button on the calendar screen. This allows you to print your active schedule by simply selecting the dates and times you wish. There are also three different report formats to choose from, so you can find the one that best suits your needs.
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Q | How much time do you require to input account changes? |
| A. | We ask you allow 2-3 business days for all requested changes to be completed.
Please make it clear when you notify us if an immediate change is required.
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Q | I answered a page by using the Check-In Line and listened to the message via voicemail. Shortly after I did I was paged again for the same message. Did I do something wrong? |
| A. | You must remember to either SAVE or DELETE the message after listening to it. If you don’t, the system will not recognize the check-in, and we will escalate the call.
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Q | I misplaced a message left for me two weeks ago. I spoke to an operator who said it is no longer on her screen. Is there any way for me to retrieve that message? |
| A. | Yes. Call our Client Services Team. All messages are archived so we are able to retrieve them for you if necessary. We are also able to run a Caller I.D. report if you need phone numbers you have misplaced.
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Q | I often get messages from the answering service that say “Information Only”, “Fax Signal”, “Wrong Number”, “Will Call Back”, etc. What do these mean? |
| A. | Our CSR’s are required to document all calls that come in on a clients account. Information Only means the caller asked a question we were able to answer (i.e., What is your mailing address, what is your fax number). Fax Signal means the caller was trying to fax over your office phone line. Wrong Number is self-explanatory and Will Call Back means the caller chose not to leave a message.
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Q | I often forget to call in and listen to my voicemail messages. Are there any other ways for me to retrieve voicemail messages, without having to call in? |
| A. | Yes. We can email your voicemail messages via .wav files, or transcribe your messages and fax or email them to you, as well as send them out on your alpha-pager or cell phone! Call our Client Services Team if any of these options appeal to you.
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