e-Call FAQ

e-Call provides you with 24 hour, seven days a week, 365 days a year access to digital dictation technology.  Your authors simply call our system and enter their unique user ID using a standard touch-tone telephone.  Authors then enter an identifier (patient number, birth date or any type of reference number) and a work type.  Authors who do not need this information can simply press # to skip those prompts.  Our digital dictation systems are state-of-the-art and utilizes the latest technology.  Dictations are recorded in digital format that produces a clear, high quality dictation recording.  Remember, the quality and sound levels are dependent upon the telephone set being used and dictator habits.

Each author is assigned a unique user ID, up to 8 digits, that identifies them to our system. In many cases, if they want to use the same user ID as they have on other systems, we can accommodate them by adding a 2-digit code in front of their current ID.  To simplify connection, users can program speed-dial buttons on their telephone to access our system quickly, no matter how many digits their user ID is!

Our systems and process follow HIPAA guidelines.  Systems are all secure, e-mail and file transfer encrypted and an audit trail is generated.  We do not even allow access to our system from blocked telephone numbers.

If your users are accustomed to using another dictation system, we can program our system to closely match.

This is simply the economy of scale.  We have to provide access, infrastructure and support for each user even if they dictate just a few hundred minutes per month.  The more minutes a customer's clients dictate, the easier it is for us to spread this use across our infrastructure.  It is also an added incentive for our customers to grow their business and know there costs with us will go down!

The higher cost for calling from Alaska and Hawaii is simply a reflection of the charges we pay.  Calling from outside the continental US and Canada results in surcharges and tariffs and these are passed straight through from our cost to you, we do not make any profit from these higher charges.

Dictation files are kept on our server for 14 days before being archived for an additional 30 days. Files in archive older than 30 days are destroyed using DOD level for privacy and security compliance.  Since files are distributed to our customers and are essentially owned by them, we expect our customers to maintain their own archives appropriately.

Even if a user enters the wrong ID, as long as they note the job number, we can easily locate and redistribute the job.  The job numbers are automatically played back when the user finishes a dictation.  If the user did not note the job number, we will make a reasonable attempt to find the job, if we have an accurate window of time and the phone number it was dictated from.  If we cannot locate the job, the user may have to redictate it.

e-Call customers have access to a Helpdesk where they can submit a request for support or search the Knowledgebase.  Critical requests outside of normal business automatically page our support person on-call.