Overview of Call Automation

This document provides an overview of the Call Automation features built-in to PhaST.

Motivation

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Suggested Daily Procedures

The following steps should be undertaken whenever use of the Call Automation module is needed.

IN MORNING, BEFORE AUTOMATION RUNS

1. Open the !iPhone automation screen (also available via the "Automation" tab in PhaST Web)
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   NOTE: this inteface is designed for mobile use and is best viewed using either an iPhone/iPad device or an HTML5-capable browser such as the freely available Google Chrome or Safari web browsers on a PC/Mac.
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2. Access the "PTS On-Call Roster" section and set/reset the PTS who will be on duty for the calls.
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   1. Select the PTS(s) who will be on duty for the calls
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   2. (Optionally) select your own entry if you wish to receive notification of positive reponses
   3. Make certain to click "Save Changes" to ensure the roster is updated.
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3. Access the "Contact Queue" section and set/reset the participants who should receive calls.
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   1. For each participant that you would like the Automation engine to attempt contacting, click the ON/OFF switch to ON:
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      NOTE: Contact "Next Due" dates shown next to participant (and as a convenience will display in RED if the participant is due/overdue for contact)
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   2. Alternatively, if you wish to select everyone due (or overdue) for contact, you can click the "Auto Pick" button at the top of the page:
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   3. Make certain to click "Save Changes" to ensure the queue is updated. (Even when using the "Auto Pick" feature remember to click "Save Changes")
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4. Access the "Control/Status" section
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   1. Verify/ensure that the "Last Heartbeat" recorded from the automation module is recent (e.g., 15 minutes ago)
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   2. Enable "Automation"
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   3. Make certain to click "Save Changes" to ensure the automation setting is updated.
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IN AFTERNOON/EVENING, AFTER AUTOMATION COMPLETES

1. Open the PhaST Web and open the "PTS" tab
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2. Review the content of the "Screening Calls" section for the calls made
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   1. Handle any "Forgotten PIN" problems ( contact study coordinator for details/protocol of handling these)
   2. Handle any "Wrong Number" problems ( contact study coordinator for details/protocol of handling these)
3. It is not necessary to shut off the Automation engine as it will automatically shut down (and clear the contact queue) at 10 PM without user intervention.

Call Automation Rules

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Sample Scenarios

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Troubleshooting

1. Open the iPhone automation screen via the "Automation" tab in PhaST Web (best viewed using iPhone/iPad or the Google Chrome browser).
2. Access the "Activity Log" section
   1. Review the "Participants" list to see the disposition of participants in the queue for today. (NOTE: this listing only shows data for participants currently in the queue and only for contacts attempted today.)
   2. Review (if necessary and appropriate) the technical details within the "Iteration Cycle - Log Detail" section. (NOTE: the details shown are rather technical and specific to the internal workings of the automation engine. Assistance of the developer will likely be needed to interpret this information)