Manage Contact Mediums

Navigation

• Click your initials on the top right in the header

• Click "Admin" in the Dropdown

• Click "Contact Mediums" under Settings

Contact Mediums

Default Medium Options

• All checked/active Default Medium Options will appear in Medium dropdown lists and are available for use in a telephony system integration

• Uncheck mediums to hide them from dropdown lists and telephony system integration use

IVR to Medium Mapping

• Configure which medium type each IVR code (1-9) maps to

• CareSuite has default mediums and mappings. Use this section to change the default, especially if the default medium options have changed or if custom medium options are needed

Add New Custom Medium Options

• Click the blue "+ Add Custom Medium" button

• Enter a Code and Label

  • Code = the Code that will be sent to CareSuite from the telephony system

    • If wishing to use an IVR Code 1-9, this custom Code must match the desired IVR Code number 1-9. Type the desiered IVR Code number, e.g. "6", return to the IVR to Medium Mapping IVR Code 6, and select the Custom Medium, e.g. "Custom Medium Test"

    • Otherwise, this Code should not be 1-9

  • Label = Name of the Medium type

• All active (unarchived) Custom Medium Options will appear in Medium dropdown lists

Manage Existing Custom Medium Options

• 3 Options when managing existing Custom Medium Options

  • Edit

    • Change the existing Code or Label of a Custom Medium Options

    • Note: Be careful when changing the Code. This will likely affect telephony to CareSuite integrations

  • Archive/Unarchive

    • Archive an existing Custom Medium Options

    • Unarchive (Restore) a previously archived Custom Medium Options

    • Archive Custom Medium Options to hide them from dropdown lists and telephony system integration use

  • Actions: Delete

    • Remove the existing Custom Medium Options

    • This can only be completed if the Custom Medium Options has not been used

Save Settings

• Save your changes by clicking the blue "Save Settings" button

User Feature

Users will see this feature in the Header of an Open Contact. See 2. Medium for more information