**CallerDesk **is a cloud-based telephony and call management provider, offering solutions like virtual call centers, call tracking, and cloud telephony. Its features—such as virtual phone numbers, IVR, call recording, and agent monitoring—help businesses enhance customer communication and operational efficiency.

Integrating **CallerDesk **into **Clinicea **allows healthcare staff to directly call patients from within the Clinicea interface. It provides an efficient way to reach out to patients for appointment reminders, follow-ups, and other essential communications. It ensures that clinics can manage patient calls smoothly and keep a record of these interactions, all in one place, making patient communication more streamlined and convenient for staff.

Setting Up CallerDesk in Clinicea: A Step-by-Step Guide

Here’s how to set up and configure CallerDesk within Clinicea.

Step 1: Access CallerDesk Settings

1. Go to Tools > Organization.

2. Select Organization

3. Navigate to the Integration section under Preferences

4. Select CallerDesk.

Step 2: Configure CallerDesk

Ensure you have an account with CallerDesk to complete these steps:

• Enter the API Key

Retrieve your API Key from your CallerDesk account and enter it in Clinicea. (Refer to the screenshot below for locating the API key)

• Enter the Default Virtual Phone Number

Obtain the Default Virtual Phone Number from CallerDesk and enter it here. (See the screenshot for guidance)

• Assign Individual Virtual Numbers to Clinics

Select each clinic, then add and save the corresponding Virtual Phone Number for each one.

• Set Up Webhooks in CallerDesk

Configure Webhooks in your CallerDesk account to synchronize call-related data with Clinicea. (Refer to the screenshot below for setup instructions)

Once these details are entered, click Update CallerDesk Settings.

Step 3: Enable Telephony Access for Staff

To ensure staff can make calls through CallerDesk, enable telephony access and permissions as follows:

1. Enable Telephony Access

• Go to Tools > Staff

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• Select the Staff member (Staff Demographics will open).

• Under Telephony, turn on Can access the Telephony platform.

2. **Grant Outgoing Call Permissions **

• Go to Tools > Permissions

• Then select the staff role you want to configure (for example, Nurse)

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• Navigate to CRM and enable Make outgoing calls using your VOIP Provider.

This allows staff in this role to make outgoing calls.

Step 4: Making Patient Calls

Once permissions are set, staff can initiate calls to patients:

1. Log in to Clinicea with the staff account.

2. Navigate to Guest/Patient and select the patient you wish to call.

3. Click the patient’s phone number (displayed as a clickable link). A pop-up window will appear.

4. Click Call to initiate the call.

The call will be routed to the staff’s phone number first. Once the staff member answers, the call will automatically be connected to the patient.

Step 5: Viewing Call Logs and Recordings

Clinicea allows you to monitor call logs and recordings:

1. Go to the Callbox module.

2. Under the Call section, view all incoming and outgoing call logs and access call recordings as needed.

Conclusion

By integrating CallerDesk with Clinicea, clinics can streamline patient communication and enhance the efficiency of their operations. With this setup, staff can quickly and easily contact patients, maintain organized call logs, and ensure high-quality care through seamless communication. Following these steps will ensure your team is fully equipped to make the most of CallerDesk within Clinicea.

Updated on: 06/12/2024