CallConfirmLive!
Everything you need to know to get going with CallConfirmLive!
By Billy and 1 other2 authors168 articles
Troubleshooting
Get help on errors and issues
- Incorrect scaling or resolutionTroubleshooting steps for fixing incorrect scaling or resolution in CallConfirmLive! via Citrix Workspace.
- Error: 'Block variable not set'What to do if you see a 'Block variable not set' error in your client record.
- Error: 'frmClient PopulateForm 5'How to resolve the 'frmClient PopulateForm 5' error caused by a corrupted visit plan on a client record.
- Error 'UsrPlanner2 FillPlanner: Procedure call'How to resolve the 'UsrPlanner2 FillPlanner: Procedure call' error that appears in the daily planner screen.
- ContrOCC invoice import failedWhat to do if your provider invoices have failed to import into ContrOCC from CallConfirmLive!
- Error: Report file not foundHow to report a 'Report file not found' error so our team can investigate and resolve it for you.
- Incorrect service levels in ContrOCC exportWhat to do if visit data is displaying the wrong service levels in your ContrOCC export.
- Error 5: Invalid Call in frmCarer PopulateFormHow to resolve the 'frmCarer PopulateForm 5' error caused by incorrect availability saved against a carer record.
- Sent files not processingWhat to do if your rostering provider is sending files to CallConfirmLive! but they are not being processed.
- Mouse not workingHow to fix your mouse if it stops working after logging in to Citrix Workspace.
- Call failed on landlineGuidance on what to do if a carer receives a 'cannot accept call' error when logging a call on a landline.
- App launch errorWhat to do if you see an 'Unable to launch your application due to an Internal error' message in Citrix.
- Performance issuesSteps to take if you are experiencing performance issues in CallConfirmLive!.
- Error: 'Carer not active on this date'How to resolve the 'You cannot assign this carer as they are not active on this date' error in CallConfirmLive!
- Error: 'clsPlannedVisitSave 2147217913'A guide to resolving the 'clsPlannedVisitSave 2147217913' error on the Visits screen in CallConfirmLive!
- Error: 'clsCalendarPatternSave 2147217913'How to fix the 'clsCalendarPatternSave 2147217913' error when saving a rota in CallConfirmLive!
- Error: 'There is no data to export'What to do if you see a 'There is no data to export' error in CallConfirmLive!
- Error: Citrix SSL Error 61Guidance on resolving Citrix SSL Error 61 when logging in to CallConfirmLive!
- Error: 'One of the items selected has an invalid address'What to do if you see an invalid address error when viewing a route in CallConfirmLive!
- Resolve the copy and paste issue in CitrixHow to fix the copy and paste issue in Citrix Workspace for CallConfirmLive!
- Application defined or object defined errorHow to resolve the 'clsInvoicePendingHeaderSave3421' error in Finance Manager.
Contracts
Everything you need to know about contracts.
Visits
Everything you need to know about visits.
- Add real time alerts to visit plansHow to request real time alert configuration and add alerts to client visit plans in CallConfirmLive!.
- Change rota for visit planHow to change the rota assigned to a visit plan in CallConfirmLive!.
- Create a planned visitHow to add a planned visit in CallConfirmLive!.
- Create a visit planHow to create a visit plan for a client in CallConfirmLive!.
- Create an actual visitHow to manually create an actual visit in CallConfirmLive!.
- Delete a planned visitHow to delete planned visits.
- End a visit planHow to end a visit plan for a client in CallConfirmLive!.
- Re-export visit dataHow to request a re-export of visit data in CallConfirmLive!.
- Show more planned visit dates in advanceIn this article, we explain what to do if you'd like to see more planned visits in advance.
- Cancel an actual visitHow to cancel an actual visit.
- Recreate visits from a visit planHow to recreate visits from a visit plan in CallConfirmLive!.
- Amend invoiced visitsHow to amend invoiced visits in CallConfirmLive!.
- Visit plan errorWhat to do if you see an error message when opening a visit plan in CallConfirmLive!.
- Missing or uncontracted visitsSteps to resolve missing visits or visits with no contract in CallConfirmLive!.
- Amend a social service referenceIn this article, we show you how to amend a social service reference.
- Unable to merge client recordsA guide to resolving issues when you are unable to merge client records in CallConfirmLive!.
- Visit plan not creating visitsEverything you need to know about why visits are not being created automatically from a visit plan in CallConfirmLive!.
- Visits incorrectly importedUnderstanding why visit data can be incorrectly imported into CallConfirmLive! via a rostering platform.
- Visits overlap without permissionTroubleshooting overlapping visits being created when the user does not have the overlapping visits permission in CallConfirmLive!.
- Visits remain after client goes inactiveWhat to do if visits remain on the system after a client goes inactive in CallConfirmLive!.
- Visit missing from visit planHow to check for a visit missing from a visit plan in CallConfirmLive!.
- Data not exportingTroubleshooting data that is not exporting from CallConfirmLive! to your rostering system.
- No invoice value showing against visitsSteps to resolve invoice values not showing against visits in CallConfirmLive!.
- Visits deleted with service stopUnderstanding why visits are removed after deleting a service stop in CallConfirmLive!.
- Visit plan not showing in recordWhat to do if a visit plan is not visible in a client record in CallConfirmLive!.
- Client visits not showing in searchA guide to resolving visits not appearing when searching in the visits section of CallConfirmLive!.
- Visits greyed out on screenEverything you need to know about why visits appear greyed out on the visit screen in CallConfirmLive!.
- Ended visit plan still displays visitsUnderstanding why an ended visit plan still displays visits in CallConfirmLive!.
- Unable to create actual visitsWhat to do if you are unable to create actual visits in CallConfirmLive!.
- No amber balls when over commissionedTroubleshooting why amber indicators do not appear when tasks are over commissioned in CallConfirmLive!.
- Amend the matching rulesA guide to understanding and amending the event matching rules in CallConfirmLive!.
- Daily planner update featureHow the daily planner update visit plans feature works in CallConfirmLive!.
- RematchSteps to request a rematch for unmatched visits in CallConfirmLive!.
Reports
Everything you need to know about reports.
- Set up scheduled reportsFind out how to schedule reports in CallConfirmLive! to automatically deliver key data to your inbox.
- Delete a scheduled reportA guide to removing a scheduled report you no longer need in CallConfirmLive!
- Request a bespoke reportSteps to take if the reports available in CallConfirmLive! don't meet your needs and you want to request a bespoke report.
- Run a reportFind out how to run a report in CallConfirmLive! to check visit data, monitor staff activity, and verify billing and payroll information.
- Export or preview reportsA guide to previewing and exporting reports in CallConfirmLive! to check visit details, ensure accuracy, and share information.
- Report is showing incorrect dataWhat to do if a report in CallConfirmLive! is displaying data you believe to be incorrect.
- Not receiving reports via emailHow to fix missing report emails from CallConfirmLive!
Login
Everything you need to know about logging in.
- Account unlockEverything you need to know about unlocking a user account in CallConfirmLive!
- Assign and unassign a VascoA guide to assigning and unassigning a Vasco device for two-factor authentication in CallConfirmLive!
- Reset your Citrix passwordHow to request a reset for your first stage Citrix password.
- My first stage user account is lockedGuidance on what to do if your first stage user account is locked in CallConfirmLive!
- New user email not receivedTroubleshooting steps to follow if a new user account email has not arrived.
- User account disabledWhat to do if your CallConfirmLive! user account has been disabled.
- Unable to loginHow to resolve login issues with the Citrix Storefront plugin.
- Unlock Vasco accountHow to request an unlock for a blocked Vasco account in CallConfirmLive!.
- Forgotten username or passwordWhat to do if you have forgotten your CallConfirmLive! username or password.
- Deactivate or reactivate a user accountHow to disable or enable a user account in CallConfirmLive!.
- I require an FTP password resetHow to request an FTP password reset for accessing call recordings or reports.
- Create a new user accountHow to create a new user account in CallConfirmLive! as a user administrator.
Purchase orders
Everything you need to know about purchase orders.
- Assign a purchase orderHow to assign a purchase order to visits in CallConfirmLive!.
- End a purchase orderEverything you need to know about ending a purchase order in CallConfirmLive!.
- Update a purchase orderWhat to do if you need to update a purchase order in CallConfirmLive!.
- View client purchase ordersSteps to view client purchase orders in CallConfirmLive!.
- Change or end client statusHow to change the status of a client record or end the record in CallConfirmLive!.
- Duplicate client recordsA guide to understanding, preventing, and merging duplicate client records in CallConfirmLive!.
- Duplicate carer recordsIn this article, we explain how to duplicate carer records within CallConfirmLive!
- Missing purchase orderWhat to do if a purchase order is missing or not linked correctly in CallConfirmLive!.
- Blank pending invoiceTroubleshooting a pending invoice that is not showing any data in CallConfirmLive!.
- Pending invoice creation errorSteps to resolve a pending invoice creation error in CallConfirmLive!.
- Client record missing social services referenceWhat to do if a client record is missing a social services reference in CallConfirmLive!.
- Archive old invoice periodsHow to request archiving of old invoice periods in CallConfirmLive!.
Carers
Everything you need to know about carers.
- Add a carerSteps to add a new carer in CallConfirmLive!.
- Add a carer absenceA guide to recording a carer absence in CallConfirmLive!.
- Add a carer recordEverything you need to know about adding a new carer record in CallConfirmLive!.
- Add a carer teamHow to add a carer team to the dropdown list in CallConfirmLive!.
- Add absence or leaveSteps to add an absence or annual leave to a care worker record in CallConfirmLive!.
- Amend a care worker absenceUnderstanding how to amend a care worker absence in CallConfirmLive!.
- End a carer linkTroubleshooting and ending a carer link from a rota in CallConfirmLive!.
- Merge duplicate carer recordsA guide to merging duplicate carer records in CallConfirmLive!.
- Delete care worker activity or client observationWhat to do if you need to delete a care worker activity entry or client observation in CallConfirmLive!.
- Add carer linksSteps to add carer links and allocate carers to a rota in CallConfirmLive!.
- Slow performance opening carer recordsUnderstanding what causes slow performance when opening carer records in CallConfirmLive!.
- Slow performance in care worker assignmentEverything you need to know about slow performance when using the show care worker assignment feature in CallConfirmLive!.
- Care worker calls not showingTroubleshooting care worker calls that are not showing when dialling in at a client in CallConfirmLive!.
- Missing call-in eventsWhat to do if call-in events are missing in CallConfirmLive!.
- Care worker assignment zero scoreA guide to diagnosing a zero score in the care worker assignment section in CallConfirmLive!.
- Invalid carer PIN numberSteps to resolve an unrecognised PIN when a carer calls their 0800 number in CallConfirmLive!.
- Check CM Mobile event receiptHow to check when a care worker's CM Mobile events were created in CallConfirmLive!.
- Change the status of a care worker recordEverything you need to know about changing the status of a care worker record in CallConfirmLive!.
- View call-in numbersA guide to locating care worker call-in numbers in CallConfirmLive!.
- Set up, assign and request new call in numbersSteps to set up, assign, and request new call-in numbers in CallConfirmLive!.
Updates
Everything you need to know when you are wanting to make updates.
- Update an email addressHow to update a user's email address in CallConfirmLive!.
- Update tag numberSteps to update the RFID tag reference number assigned to a client in CallConfirmLive!.
- Update user permissionsA guide to updating user permissions in CallConfirmLive!.
- Add a bank holidayTroubleshooting and adding a bank holiday in CallConfirmLive!.
- Add a data lockHow to add a data lock in CallConfirmLive!.
- Add a new contact relationshipEverything you need to know about adding a new contact relationship in CallConfirmLive!.
- Add a translationWhat to do if you need to add a translation in CallConfirmLive!.
- Add information to lookup administrationA guide to adding information to lookup administration in CallConfirmLive!.
- Add new locations to the systemSteps to add new locations in CallConfirmLive!.
- Agency configuration changesUnderstanding how to request agency configuration changes in CallConfirmLive!.
- Manage event reasonsWhat to do if you need to add, amend, or remove software event reasons in CallConfirmLive!.
- Request a new licenseHow to request additional licences for CallConfirmLive!.
- Request access to UAT and BetaSteps to request access to UAT and Beta environments in CallConfirmLive!.
- Add a new clientA guide to adding a new client in CallConfirmLive!.
- Change a user's agencyEverything you need to know about changing a user's agency in CallConfirmLive!.
- Amend a reference numberHow to request an amendment to a reference number in CallConfirmLive!.
Getting started
Everything you need to get started.
- Delete or anonymise dataA guide to deleting or anonymising data in CallConfirmLive!.
- 0800 number not workingWhat to do if the call-in 0800 number is not working in CallConfirmLive!.
- Code confirm box not workingTroubleshooting a CodeConfirm box that is not working in CallConfirmLive!.
- House number missing from dropdownWhat to do if a house number or address is not appearing in the dropdown list in CallConfirmLive!.
- Events tab overviewA guide to accessing and using the Events tab in CallConfirmLive!.
- Data lock overviewEverything you need to know about data lock in CallConfirmLive!.
- Disable real time alertsHow to request that real-time alerts are disabled in CallConfirmLive!.
- Install Citrix Receiver or Citrix LiteIn this article, we explain how to download and install Citrix.
- Idle log out timer overviewUnderstanding the idle log-out timer in CallConfirmLive!.
- Inactivity warning overviewA guide to the inactivity warning in CallConfirmLive!.
- Bank holiday alertsEverything you need to know about bank holiday alerts in CallConfirmLive!.
- Missing data from a data transferWhat to do if data is missing from a data transfer into CM2000.
- Status page notification setupSteps to set up status page notifications in CallConfirmLive!.
- Call in methodsA guide to the different call in methods available in CallConfirmLive!.
- This database does not existWhat to do if you receive the error 'This database does not exist' in CallConfirmLive!.
- Enable a disabled index scheduleSteps to enable a disabled index schedule in CallConfirmLive!.
Rates & Rota's
Everything you need to help get started with rates & Rota's.
- Rate upliftHow to complete a rate uplift in CallConfirmLive!.
- Request for rate changesEverything you need to know about requesting rate changes in CallConfirmLive!.
- Request new invoice or pay ratesA guide to creating new invoice or pay rates in CallConfirmLive!.
- Create a new rotaSteps to create a new rota in CallConfirmLive!.
- Create rota shiftsA guide to creating rota shifts in CallConfirmLive!.
- Allocate shifts to an Ad-Hoc View rotaHow to allocate shifts to an Ad-Hoc View rota in CallConfirmLive!.
- Create a rateSteps to create a rate in CallConfirmLive!.
- Copy a rateHow to copy a rate in CallConfirmLive!.
- Rota administration: AvailabilityEverything you need to know about availability in rota administration in CallConfirmLive!.
- Unable to add an end date to an absenceWhat to do if you are unable to add an end date to an absence in CallConfirmLive!.
- Incorrect rates or charge codes linked to visitsTroubleshooting incorrect rates or charge codes linked to visits in CallConfirmLive!.
- Future rota showing as inactiveUnderstanding why a future rota shows as inactive in CallConfirmLive!.
- Incorrect availability from rotaA guide to resolving incorrect availability shown on a rota in CallConfirmLive!.
- Change planner time rangeSteps to change the planner time range in CallConfirmLive!.
Clients
Everything you need to help you with Clients.
- Client record activated in errorTroubleshooting a client record that has been activated in error in CallConfirmLive!.
- Client record changing to inactiveWhat to do if a client record keeps changing to inactive in CallConfirmLive!.
- Bandings not configuredWhat to do if you receive the error 'Bandings are not configured' in CallConfirmLive!.
- Medication showing created at 00:00Understanding why medication shows a created time of 00:00 in CallConfirmLive!.
- Client or carer record locked by another userWhat to do if a client or carer record is locked by another user in CallConfirmLive!.
- Delete shared contact from client recordSteps to delete a shared contact from a client record in CallConfirmLive!.
- Assign a client PINA guide to assigning and removing a client PIN in CallConfirmLive!.
- Modify service stops for clientA guide to adding, amending, and removing service stops on a client record in CallConfirmLive!.
MaxCare and Mileage
Everything you need to know about MaxCare and Mileage.
- Amend your average mileageHow to amend your average mileage in CallConfirmLive!.
- Mileage is incorrect or missingTroubleshooting incorrect or missing mileage in the mileage wizard in CallConfirmLive!.
- Failed mapping and travel timeA guide to resolving failed mapping and travel time errors in CallConfirmLive!.
- Maxcare optimisation already in progressWhat to do if you receive a Maxcare optimisation already in progress error in CallConfirmLive!.
- Mileage wizard showing values of -1In this article, we explain why the mileage wizard could show values of -1.
- Mileage reports do not populate with dataUnderstanding why mileage reports do not populate with data in CallConfirmLive!.
- MaxCare Optimisation failedWhat to do if a MaxCare optimisation has failed in CallConfirmLive!.