Screen Pop Overview, Requirements, and Troubleshooting

To access ScreenPop Preferences:

1. Click the "Settings" gear icon at the top of your screen
2. Open the "Phone" application settings
3. Toggle ScreenPop on or off
   

If ScreenPop is enabled, but the user does not have webphone enabled (add other criteria), they will see:

• Patient Name
• View Profile button

If ScreenPop is enabled, the user has a webphone, and they have not answered on a device then they will see: 

• Patient Name
• View Profile button
  
• 'Answer Call' button
  
• 'Decline Call' button
• 'Mute' button
• 'Hold' button
• 'Keypad' button
• 'Transfer' Call button

To enable Screen Pop without being a RevenueWell Phone customer, there are a few things you must do.

1. Check with your phone provider or log in to your phone admin account to see if your phone plan has the ability to enable simultaneous ring. 

If you can enable simultaneous ring on your main office number, the number you have to add can be found in your settings tab. 

Simultaneous ring number:

IMPORTANT: Not all phone plans have the simultaneous ring ability and therefore currently not compatible with Screen Pop.

2. Enable Screen Pop in your settings tab. Confirm that the feature is toggled to YES.

3. Once set up, the Screenpop will appear with the patient name!

Want even the capability to answer, decline, mute, transfer, and more as a part of ScreenPop? Learn more about RevenueWell Phone!

Troubleshooting Steps

If the previous requirements are met, but the user is still unable to use Screen Pop, please follow the troubleshooting steps below:

1. Verify PBX user mappings:

User's name and email in RevenueWell User Management settings should match credentials in the Phone PBX.

2. Verify desktop “Focus Assist” is “Disabled”:

Focus assist (also called quiet hours in earlier versions of Windows 10) allows you to avoid distracting notifications when you need to stay focused and is set by default to activate automatically under certain conditions. Here's how to turn focus assist on or off:

a. Select the action center icon on the taskbar.

b. Select Focus Assist to cycle through the available settings: either Priority Only, Alarms Only, or Off. (If you don't see the Focus Assist tile, you may need to select Expand first.)

c. Focus assist settings can also be edited by selecting Start  > Settings  > System  > Focus Assist or typing Focus Assist into the search box on the taskbar, and then selecting Focus Assist settings from the list of results.

4. Verify windows notifications are enabled for RW Desktop App:

a. Select the Start button, and then select Settings.

b. Go to System > Notifications & Actions.

c. Scroll to the “Get notifications from these senders” section.

d. Locate the RW Desktop App on the list and ensure the slider control is set to “On”.