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How to set up and make calls with Jive

MacPractice is excited to have established a partnership with Jive, bringing a new telecommunications integration with our MacPractice software. With Jive's integration enabled on your MacPractice license, you can make calls to your patients directly from the MacPractice client with the assistance of a Jive software web-based phone, or from a Jive-supplied phone. This feature will be available in builds of MacPractice Generation 9, in Build 10.7.4.

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This article covers the set up and use of the Jive integration. If you are interested in purchasing this feature, please contact the MacPractice Sales Department and ask to speak with a Sales Representative. 

Setting up Jive
When you first have Jive enabled on your license, Jive should get in contact with your office and provide instructions on how to set up the Jive soft phone or hardware phones. They will provide an office administrator with your office's account information, and will instruct the administrator how to set up additional users. Each user will need to use an e-mail address as their Jive username, and each user can have their own Jive username.

Each Jive ID is tethered to a specific soft phone via Jive's web interface, or a physical "hard" phone. By logging into Jive's web portal, you can control which device is tied to your Jive ID. You can access your web portal by navigating to my.jive.com. Your Jive representative should be able to instruct you on how to utilize the portal.

The Jive Software Phone requires usage of the Google Chrome web browser, or the Mozilla Firefox browser.  You can download the Chrome browser here, or you can download the Firefox browser here.

If you have any issues with setting up Jive users, or need additional assistance with Jive's portal, please contact Jive Support.

Logging in with your Jive Username
Once you have your Jive username(s) set up, the next step is to log out and back into MacPractice. You should be presented with a Jive login prompt. Simply enter in the desired Jive username that you would like to use at that computer.

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You may also need to Allow permissions via this prompt shown below. Simply click Allow to proceed.

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One factor to consider is that the Jive Username is tied to a specific device. If a user is signing into multiple machines, this may cause some difficulty if your Jive Username is tied to a particular hardware phone. This isn't necessarily a factor if you're using the web-based phone app, but you should be aware as you're assigning Jive Username to your MacPractice Users.

Making Phone Calls With Jive
Once you've logged into Jive, you can easily make calls from the Patients Ability or Schedule Ability by clicking on the blue call icon by any phone field. Any phone number field will now have the Jive call buttons present.

It is important to ensure that you have the Jive Software Phone Interface open in Chrome or Firefox before making any calls.

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In the Schedule, when you open up an appointment, the phone buttons will be by the phone fields for that appointment's patient.

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The first time you make a call, if you haven't already you'll will be prompted to log into your Jive account, and you will be asked for permission to make calls from MacPractice.

By clicking and holding the call button, a pop up will appear allowing you to select which line you'd like to use.
Normally, the line used is the line set as default in the Communicator Window > Preferences > Lines.
Speaking of the communicator...

Introducing the Communicator
The Communicator is a new user interface built into MacPractice that allows you to directly make calls from MacPractice. It still requires the usage of a Jive software phone interface or a hardware phone, but should provide an easy shortcut to make calls.

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The Communicator is configured by default to pop up when you first start up a build of MacPractice with the feature built into it (10.7.3 and above).
You can also open up the Communicator by clicking on the new Phone icon in the lower left corner of the MacPractice window.

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The Communicator is split into five tabs.

  • Dialer: This tab contains the numerical keypad to make phone calls from the Communicator. Most functions here are self-explanatory. The "x" button by the phone number is used to clear the phone number field, while the x by the big blue phone icon is used to backspace a single number in the phone number field.

  • Calls: This tab displays incoming calls, as well as any calls that are currently waiting to be answered. The Communicator's Call Tab will display calls to the line that your Jive Username is tied to, as long as you are logged in with your MacPractice User.  
    If the phone number of a known patient is calling, their name will appear, and a "Go To Patient" button will be available that allows you to open up their patient record in a new window.
    Note: Phone numbers appear in full in the software, this screenshot blanks out the phone numbers as they are test cases.
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  • Contacts: This tab allows you to add a "speed-dial" list of frequently used phone numbers. This list of numbers is tied to your MacPractice user. This is best used for frequently referred to services that aren't your patients, as you'll likely be using the call buttons in the Patients/Schedule ability to call your patients.

  • Call Log: The Call Log keeps a record of all calls initiated from MacPractice. It displays the Patient Name, Phone Number, and Time that the calls were made. Call buttons are also present here to quickly call back a patient.

  • Preferences: The Preferences tab is separated into two sub-tabs; General and Lines.

    • General: The General Sub-tab allows you to set whether the Communicator window pops up automatically when starting up MacPractice, and whether the Communicator window comes to the forefront of your desktop when receiving a call.
      There are also buttons to Reset your Connection to Jive, and to Log In/Log Out of Jive.   You will see prompts asking for permission, which is Jive asking if it's alright if the Communicator and MacPractice can issue calls on the Jive interface.

    • Lines: Your office will likely have multiple phone lines. This sub-tab controls which line is used by default for this MacPractice user.

 

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