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CallConfirmLive!

Everything you need to know to get going with CallConfirmLIve!

Amend a social service referenceIn this article, we show you how to amend a social service reference.
Request a new licenseIn this article, we explain what you need to do to gain additional licenses within CallConfirmLive!
Request access to UAT and BetaIn this article, we explain what you need to do to request CallConfirmLive! UAT and Beta.
Delete or anonymise dataIn this article, we show you how to delete or anonymise data.
Check CM Mobile event receiptIn this article, we show you how to find out when your care workers CM Mobile events were created.
Change the status of a care worker recordIn this article, we explain how to change the status of a care worker record.
Events tab overviewIn this article, we explain how to access the events tab within CallConfirmLive!
Data lock overviewIn this article, we explain what a data lock is.
View call in numbersIn this article, we explain how to view call-in numbers.
Disable real time alertsIn this article, we explain what to do if you need to disable real time alerts.
Rate upliftIn this article, we explain how to complete a rate uplift.
Install Citrix Receiver or Citrix LiteIn this article, we explain how to download and install Citrix.
Request for rate changesIn this article, we explain how to request for a rate change.
Delete shared contact from client recordIn this article, we explain how to delete a shared contact from a client record in CallConfirmLive!
Change planner time rangeIn this article, we explain how to change planner time ranges.
Archive old invoice periodsIn this article, we explain what to do if you need to archive old invoice periods.
Add a new clientIn this article, we explain how to add a new client.
Amend the matching rulesIn this article, we explain amending the event matching rules.
Assign a client PINIn this article, we explain how to assign a client PIN.
Deactivate or reactivate a user accountIn this article, we explain how to deactivate and reactivate a user account.
I require an FTP password resetIn this article, we explain the process if you require an FTP password reset.
Idle log out timer overviewIn this article, we explain what an idle log-out timer is.
Daily planner update featureIn this article, we explain the daily planner update visit plans feature.
Inactivity warning overviewIn this article, we explain the inactivity warning.
Change a user's agencyIn this article, we explain how to change a users agency.
Amend a reference numberIn this article, we explain how to amend reference numbers.
Bank holiday alertsIn this article, we explain bank holiday alerts.
Missing data from a data transferIn this article, we explain what to do if you're missing data from a data transfer.
Status page notification setupIn this article, we explain how to receive notifications from the status page.
Modify service stops for clientIn this article, we explain how to add or remove a service stop from a client record.
Request new invoice or pay ratesIn this article, we explain how to request new invoice or pay rates.
Create a new user accountIn this article, we explain how to create a new user account.
Call in methodsIn this article, we explain the different call in methods.
Set up, assign and request new call in numbersIn this article, we explain how to set up, assign and request new call in numbers.
This database does not existIn this article, we explain what to if the database does not exist.
Citrix copy and paste issueIn this article, we explain how to resolve the copy and paste issue within Citrix.
RematchIn this article, we explain how to perform a rematch.
Amend your average mileageIn this article, we explain how to amend your average mileage.
Troubleshooting

Get help on errors and issues

Incorrect scaling or resolutionIn this article, we explain what to do if the Citrix workspace scaling or resolution is incorrect.
Pending invoice creation errorIn this article, we explain what to do if you receive a pending invoice create error.
Error: 'Block variable not set'In this article, we explain what to do if you see a block variable not set error.
Error: 'frmClient PopulateForm 5'In this article, we explain what to do if you receive the frmClient Populate error.
Incorrect availability from rotaIn this article, we explain why availability on rotas can sometimes be wrong and how to fix this.
Error 'UsrPlanner2 FillPlanner: Procedure call'In this article, we explain what to do if you get the Procedure call error.
New user email not receivedIn this article, we explain what to do if the new user account email has not been received.
ContrOCC invoice import failedIn this article, we explain what to do if invoices have not imported to ContrOCC.
0800 number not workingIn this article, we explain what to do if the call in 0800 number is not working.
MaxCare Optimisation failedIn this article, we explain what to do if maxcare optimsation has failed.
No amber balls when over commissionedIn this article, we explain why amber balls don’t appear when tasks are over commissioned in the system.
Error: Report file not foundIn this article, we explain what to do if you receive the below error message.
Incorrect service levels in ContrOCC exportIn this article, we explain what to do if visit data export incorrectly displaying the wrong service levels.
User account disabledIn this article, we explain how to re enable your disabled account.
Unable to merge client recordsIn the article, we explain how to merge client records.
Slow performance opening carer recordsIn this article, we explain what could be causing slow performance when opening carer records.
Missing or uncontracted visitsIn this article, we explain missing visits or visits with no contract.
Error 5: Invalid Call in frmCarer PopulateFormIn this article, we explain what to do if you get this message. Error: frmCarer PopulateForm 5 Procedure call or argument is not valid.
Slow performance in care worker assignmentIn this article, we explain why there can be slow performance when using show care worker assignment.
Mileage is incorrect or missing from mileage wizardIn this article, we explain why mileage may be incorrect or missing in the mileage wizard.
Client record missing social services referenceIn this article, we explain a client record missing a social services reference.
Failed mapping and travel timeIn this article, we explain failed mapping and travel time.
Visit plan not creating visitsIn this article, we explain the most common reasons visits are not creating automatically from a visit plan.
Maxcare optimisation already in progressIn this article, we explain what it means when maxcare optimisation is already in progress in callconfirmlive!
Client record activated in errorIn this article, we explain why a client might be wrongly set as active in CallConfirmLive! and how to fix it.
Sent files not processingIn this article, we explain what to do if files are being sent but not being processed.
Missing purchase orderIn this article, we explain missing purchase orders.
Visits incorrectly imported via importIn this article, we explain how visit data can be incorrectly imported via import.
Code confirm box not workingIn this article, we explain how to ensure you code confirm box is working.
Visits overlap without permissionIn this article, we explain why overlapping visits are being created when the user does not have the permission.
Visits remain after client goes inactiveIn this article, we explain why visits remain after a client goes inactive.
Mileage wizard showing values of -1In this article, we explain why the mileage wizard could show values of -1.
Visit missing from visit planIn this article, we explain how to check for a visit missing from a visit plan.
Unable to loginIn this article, we explain how to login via Citrix storefront plugin.
Data not exportingIn this article, we explain what to do when data is not exporting from CallConfirmLive!
Client record changing to inactiveIn this article, we explain client records changing to inactive.
No invoice value showing against visitsIn this article, we explain why invoice values don’t show against visits and how to fix the issue.
Unlock Vasco accountIn this article, we explain how to unlock a vasco account.
Bandings not configuredIn this article, we explain how to check if bandings are configured correctly.
Mouse not workingIn this article, we explain why the mouse stops working after logging into Citrix and how to fix it.
Care worker calls not showingIn this article, we explain what you need to do if care workers are dialing in at a client but the calls are not showing.
Visits deleted with service stopIn this article, we explain visits removed after deleting a service stop.
Call failed on landlineIn this article, we explain what to do if you receive the below error message.
Visit plan not showing in recordIn this article, we explain what could be causing a visit plan to not be visible in a client record.
Client visits not showing in searchIn this article, we explain why you are unable to see visits for a client when searching in the visits section.
Visits greyed out on screenIn this article, we explain why visits appear greyed out on the visit screen and how to fix common issues.
Mileage reports do not populate with dataIn this article, we explain why mileage reports do not populate with data.
Missing call in eventsIn this article, we explain missing call-in events.
Rota administration: AvailabilityIn this article, we explain availability in rota administration.
House number missing from dropdownIn this article, we explain what to do if a house number or address is not appearing in the dropdown list.
App launch errorIn this article, we explain what to do if you are unable to launch your application due to an internal error.
Ended visit plan still displays visitsIn this article, we explain why an ended visit plan still displays visits.
Performance issuesIn this article, we explain what to do if you are having performance issues.
Care worker assignment zero scoreIn this article, we explain what to look for if a care worker gets a zero score in the assignment section.
Blank pending invoiceIn this article, we explain what to do if you have a blank pending invoice.
Unable to add an end date to an absenceIn this article, we explain how add an end date to an absence.
Not receiving reports via emailIn this article, we explain how to receive reports via email.
Incorrect rates or charge codes linked to visitsIn this article, we explain what could be causing incorrect rates or charge codes to be linking to visits.
Medication showing created at 00:00In this article, we explain why medication is showing a created time at 00:00.
Unable to create actual visitsIn this article, we explain what to do if you are unable to create actual events.
Future rota showing as inactiveIn this article, we explain where a created rota with a future start date will appear.
Invalid carer PIN numberIn this article, we tell you what to do when your carers call their 0800 number and the pin is unrecognised.
Error: Carer not active on this dateIn this article, we explain what to do if you receive this error message, You cannot assign this carer as they are not active on this date.
Client or carer record locked by another userIn this article, we explain what to do if a client or carer record is locked by another user.
Forgotten username or passwordIn this article, we explain what to do if you have forgotten your username or password.