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Internal Staff
EMMA Call Handling
EMMA Call Handling
Post-Go-Live Issues
EMMA is Not Answering Calls or is Routing to the Old IVR After Go-Live
Form Submission Issues
EMMA is Creating Duplicate Submissions for the Same Patient
EMMA is Sending Forms to the Wrong Inbox: Admin Versus Clinical
EMMA is Collecting Enquiries But Not Submitting Forms to the Dashboard
Call Quality and Recognition Issues
How EMMA Handles Silent or Unresponsive Callers?
EMMA is Cutting the Call When It Cannot Understand the Patient
Patient Communication Issues
EMMA Gave Incorrect Processing Times for Sick Notes or Medical Records
EMMA is Sending a Text Message the Practice Did Not Request
Capacity Management
How EMMA Handles Calls When Medical Capacity is Reached
Transfer and Routing Configuration
EMMA is Not Routing Appointment Calls to Reception
How Transfer Sensitivity Works and When EMMA Transfers to Reception
