Description:

Customers will call in asking to change the confirmation customers receive after they agree to have their invalid refill sent to their prescriber to be handled. 

By Default this tells customers it will be ready within one additional business day but many pharmacies like to bump this out to two or three days.

Required Information:

Creating a new recording under Greetings

Upload to PBX under System Prompts

Update on Refill Settings

Action Taken:

1. Create the new prompt on the dashboard that you would like for the new confirmation customers will hear.

2. Log into the PBX and add the prompt into system recordings by going to Admin >> System Recordings.  Then on the right hand side click on Built-in Recordings and select the greeting number you created and then select Go.  

3. Then rename the recording.  Make sure to use the underscore to substitute for spaces as shown in the example below

4. Log into the customers PBX and select Other >> Refill Settings

5. Under Custom Dr Authorization Sound File Settings, Select the dropdown and choose the new prompt you created by matching its corresponding prompt number.

6. Ask for a refill number to test with from the customer. Then call it into the IVR and confirm the response you hear back when exiting the refills IVR.

Resolution or “Confirm it works”:

Ask customer for a  test refill number to confirm the recording is playing