PPS and IO: Determining if an Appointment Reminder was Successfully Delivered

This article applies to the Private Practice Suite and Valant IO

To view the status of an appointment reminder:

Click on Tools | Reports
Click on the Appointment Drop-down menu
Select Appointment Reminders Status
Select the filter criteria such as Start Date, End Date, Provider, and Patient
Click on the Preview Button

A report will appear for review.

The Table below includes the different reminder status and descriptions:

Contact Method	Status	Description
Email	Failed	Email failed to send. Due to the email not existing, or bounce back.
Email	Internal dnc list	The email address is apart of a do not contact list.
Email	Sent	Successful email.
Phone	Answered by machine	Went to voicemail.
Phone	Answered by a voice but hangup detected	Phone was answered and then hung up by someone.
Phone	Answered by a voice with button press of _	Someone answered the phone and pressed the specific key.
Phone	Answered by a voice with no button press	Phone was answered and no buttons were selected.
Phone	Dialer/CallFlow exception	Problem with the phone number. For example, not in service.
Phone	Live Answer	Call was answered by a person.
Phone	Machine Answer	Call was answered by a machine.
Phone	Call Answered but Hung-up before message left	Call was answered and hung up immediately. This will prompt a retry of the reminder.
Phone	Voicemail Full or not configured	Unable to leave a message. This will prompt a retry of the reminder.
Phone	Line Busy	Phone gave busy signal. This will prompt a retry of the reminder.
Phone	Line Disconnected or Not Available	Phone rings without being answered. This will prompt a retry of the reminder.
Phone	Unknown Status, Insufficient Response from Carrier	Carriers didn't give us sufficient information to categorize the response.This will prompt a retry of the reminder.
Phone	Unexpected Status	Carrier sent us a new unfamiliar response that will be investigated and categorized. This will prompt a retry of the reminder.
Phone	Call Failed	Rare, usually happens with system outage or carrier problems. This will prompt a retry of the reminder.
Phone	Recipient opted out	Number is on do not call list.
Phone	Invalid phone number	Number is not recognized as valid.
Phone	Missing phone number	No phone number in patient demographics.
Phone	Phone Number Disconnected	Carrier told us the number is disconnected.
Phone	Recipient over contact limit
Phone	Contact Window Expired	Rare, only happens with system or carrier outage.
Phone	Outside of Support Call Region
Phone	Internal dnc list	Number is listed on a do not call list. Likely from the phone carries also have do not call lists.
Phone	Unknown	Failed phone call.
Text	Success	Text message was successfully sent.
Text	Unprocessed	Text messaged wasn't processed correctly. Treat this as a failed appointment reminder.

PPS and IO: Determining if an Appointment Reminder was Successfully Delivered

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