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SpinSci Partner Support Process

Updated: 02/12/2025

Objective

SpinSci is a third-party vendor that enables integration between 8x8 Work and 8x8 Contact Center, and EHR (Electronic Health Record) Systems such as Epic and Cerner via the SpinSci Dashboard, Patient Assist, and Patient Engage products.
Customers reporting issues with SpinSci Patient Assist and Patient Engage are to be supported and escalated per the following procedure.

Applies To

  • SpinSci Patient Assist
  • SpinSci Patient Engage
  • 8x8 Contact Center
  • 8x8 Work
  • Partner Support

Procedure

Initial Triage

When partners receive a customer report of issues with SpinSci:
  1. Before escalating to 8x8 Support for troubleshooting, perform initial triage to determine if the issue is with 8x8 Contact Center, 8x8 Work, or SpinSci.
  2. If the issue resides with Contact Center or Work, continue to troubleshoot as normal.
  3. If unable to establish that the problem resides with Contact Center or Work, collect the required information from the customer, and then escalate the SpinSci case to 8x8 Support.

Required Escalation Details to Collect

Once it’s established that the issue resides with SpinSci, collect all customer and issue information as required by SpinSci, and then raise a case to 8x8 customer support with that information included:
  • Date and time stamp of the incident
  • CC Agent ID
  • EHR ID (the reporting user's Electronic Health Record / EHR service login ID)
  • Phone number of the caller
  • Provide a concise description of the issue.
  • If possible, provide screenshots of errors, etc, anything identifying the issue symptoms or behavior.
  • Patient Engage: Also include the ANI of the reporting user's device used to access the Patient Engage IVR.

Examples of possible SpinSci Issues (Escalate to 8x8 Support for SpinSci troubleshooting)

  • For one or more users, Patient Assist does not pop up as expected within Agent Workspace.
  • Popped Patient Assist records do not match the inbound caller’s DID.

Examples of possible Contact Center / Work Issues (troubleshoot as normal)

  • The Contact Center MAPanel does not respond to calls.
  • Contact Center Softphone capability does not function as expected, e.g. the agent is not able to hear the caller.

SpinSci Customer Experience Examples with Contact Center

  • Integration with SpinSci can either be from within the SpinSci interface, or from Agent Workspace.

Agent Workspace: SpinSci Patient Assist screen pop

  1. Shows multiple matched SpinSci inbound caller Patient Assist records (family) popped for the Contact Center agent.
  1. The agent has verified the caller and can now see their patient data including appointments, billing, medical records etc.

SpinSci Interface: Contact Center MAPanel within SpinSci’s interface

  • The Contact Center agent’s MAPanel is embedded in the SpinSci dashboard, instead of the opposite (as above).

8x8 Work Caller Info-Pop Examples and Configuration

8x8 Work is supported for SpinSci’s Patient Assist, which launches the Patient Assist web page related to the patient's phone number.

Examples:

  • The 8x8 Work Caller info pop-up option will force calls to pop a SpinSci Patient Assist screen with customer info options, within the agent’s currently open browser.
  • If multiple customers are found with the same Caller ANI, the agent will first receive a list to select the correct customer from after verifying the caller.

8x8 Work Configuration

This is accomplished by adding a Patient Assist universal URL to 8x8 Work’s Caller info pop-up. The URL is determined by 8x8 and SpinSci Pro Services, and should look like this:
  • https://<brandName>.patient-assist.agenta-cloud.com/?action=start&ani=%%CallerNumber%%&dnis=%%CalleeNumber%%
Note: E164 number format is not supported for this operation. The Caller number format must be set to:
  • [National digits only] 4085551212