Primas CX User Guide
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Predial Management

Access predial manager portal: Predial - PredialPlan with manager user ddo@primas.net, Password: @EUpeYUa$9)

Primas Center - Key:

  • IVR prompts for demo (run on lab 6.119)

Welcome to Primas Medine.

  1. For a new claim, press 1. For claim status, please press 2.
  2. Please enter your phone number with 10 digits.
  3. Please enter 7 digits medical record number without the U.

Thank you. Please hold while we transfer you to a representative

  • Predial plan uses key press to answer the question.
  • Plan has been trained, estimated and be ready for executing or outreach from campaign manager. We can "Re-train" and "Start EWT" again to get new EWT and apply new value for outreach.

Primas Medicare - Voice: Predial plan uses voice response. The trainer speaks to answer the question.

IVR prompts for demo - run on call flow Predial-Demo of lab 6.33

  1. Welcome to PrimasCX self-service. Please say your Medical Record Number. (5 digits)
  2. What is your phone number? (10 digits)
  3. Please say your patient date of birth. (format MM-DD-YYYY)
    Thank you for choosing our PrimasCX service. Please wait for a representative.

When the user complete Training and Estimation process, the data will be synchronized to campaign management.

Note:

  • With voice training, the user must check Dynamic Data checkbox manually and "Save Changes".
  • Predial app will use 2 predial numbers: (800) 132-0186 for Key and (559) 927-0026 for Voice. The user can use other number as real number for demo.

Agent Management

Agent and Queue are added on call flow https://callflow002.primas.cx/ and synchronized to Primascx Primas CX Web App :: Agent

The user can use any agent: 50001, 50002 or 50007 for demo. All of them belong to both of queues 10001 and 10002.

Agent has to login ACD on agent dashboard to use Web phone and login web notifier to receive predial pop up.

Campaign Management

Login PrimasCX with role Administrator and go to Predial Campaign page.

Note: use another browser or private mode to manage campaign if the user is logging in web notifier on the current browser.

These campaigns have been configured with the predial plans. The admin user can force start campaign or go to waitlist to start a token which has been imported already for demo.

Make sure the agent has logged into ACD and web notifier then click "Place Call" button:

  • The data will be pushed from PrimasCX to the Predial app for executing predial plan
  • Wait for reaching EWT or detect human answer
  • Connect the call to the PrimasCX Agent-Queue, show predial pop up when PrimasCX agent answers


Note: The web call could not be good at some first calls. The user should try 2-3 call before demo. After connection has been established, the sound should be ok.


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