TouchPoint Care has implemented SQL Server record level locking on the Agent Screen.


  • Upon clicking on a Participant Name on the Agent grid:
    • Participant name is “locked” to the Agent’s user ID for 5 minutes
    • If Agent returns to main screen without selecting a “Call Result” the call status remains as “Scheduled” (green dot) and the lock remains in effect
  • Upon selecting "Call Answered":
    • Status changed to “In Progress” (red square) and removed from main grid
  • Upon selecting any other "Call Result":
    • The TP rules control the system action, typically automatically rescheduled for a later point in time
    • The call remains in the “Scheduled” status (green dot) and remains locked to that Agent’s user ID for 5 minutes
  • If during recording responses to questions, the Agent is forced to end the call before completion of all the questions, the Agent should click on “Save & Return” and the system will:
    • Change call status to “Interrupted” (yellow triangle)
    • Lock the record to that Agent’s ID for 5 minutes
  • Agent records answers to all questions and clicks on “Submit & Return”:
    • Status changed to “Completed” – taken off “In progress” call list
  • Agent mistakenly clicks on “Save and Return” before all questions are asked:
    • Status changed to “Interrupted”
    • With Participant still on the phone the Agent should simply click on name and select “Call Answered”. System will resume at next question in series.
    • Complete questions, click on “Submit and Return”
  • Any attempt by an Agent to access a record that is “locked” will result in a default message indicating that the Participant record selected has been locked and the user must select another Participant record.