• Found Under TouchPoints > Escalation Rules


  • The TouchPoint Care system has been created to enable a non-clinician to act as the Call Agent to ask the questions and record the Participant responses. This Call Agent may be a Provider employee or a contracted third party. The Rules are designed to enable a Provider to automate the system behavior in the event that an outbound call results in no contact with the Participant.

  • The Rules also let the provider determine how many Outbound Call attempts to reach the participant are to be made for each scheduled call. The Outbound IVR call attempts will use these same rules and follow the same procedures as the outbound attempts. However, since it is automated, the Unavailable rule will not apply. If the call is answered and the participant is not available to answer the questions the call will be marked as Interrupted and will have to be manually processed.
  • Provider Defined Rules:
    • The Provider can control the system action based upon any of four Call Results that indicate there was no contact with the Participant for up to four attempts.
    • The four Call Results are: “Busy”, “No Answer”, “Unavailable” or “Voice Mail”. The system allows the Provider to control the action unique to each Call Result after each attempt. The Provider can have the system automatically “Reschedule” the call for some later point in time. The Provider can also change the “Task” after one or more attempts.

    • Remember to click on the "Create Rule" button