Merging Calls

When a DCW/Employee calls in for a visit from an unknown recipient number or enters an invalid recipient ID, the call will not link to a scheduled visit in the system. Therefore, you may see a call in or call out from the same visit dates with the same DCW/Employee, but one or both is missing the recipient's name. In this instance, you will be able to merge the calls to resolve the exception. 

1. From the Visit Maintenance screen, select either the in or out call field. 

2. This will take you to the Call Log screen. If the system detects separate calls that can be merged for a single visit, the Merge Calls tab displays. Select the Merge Calls tab. 

3. In the next window you will see a list of calls that are close to the scheduled time. Select the call to Merge. 

4. Select the Reason Code. Then enter a Reason Note, if needed. 
5. Select Save. You will now be able to see the updated visit information in the Call Log.