Screen Pop Overview, Requirements, and Troubleshooting

To enable ScreenPop and webphone:

1. Click the Settings gear icon at the top of your screen.
2. Open the Phone application settings
3. Next to Enable Screen Pop, toggle ScreenPop on.
   
4. Click into Phone.
5. Click Make a Call.
6. Here, dial any phone number.
7. Click Start Call.
   
8. Click Start Using Phone to activate webphone.
   

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. 

Not all phone plans or providers have the ability for simultaneous ring. 

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

Simultaneous ring number:

3. Enable Screen Pop in your settings tab by toggling the feature to YES.

4. Once set up, the Screenpop will appear with the patient's name!

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

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 the 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.

3. 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”.