Redefine patient engagement and drive service excellence with the Epic Smart CTI Connector, a purpose-built solution designed to elevate patient interactions within Dialpad healthcare contact center platforms.
Seamlessly integrated with Epic Hyperspace, Hyperdrive, and Cheers, this connector empowers agents with real-time, automated screen pops of patient records directly within their workflow. Agents gain instant access to critical patient information and comprehensive call and state controls on a unified interface, enhancing efficiency, accuracy, and the overall patient experience.
Requirements
To use Dialpad’s Epic Smart CTI Connector, you must:
Have an active Dialpad Support subscription.
Have an existing Epic account.
Connect with the NovelVox support team to install the CTI Connector.
Log in to the EPIC Smart CTI Connector for Dialpad
To log in to the Epic Smart CTI Connector for Dialpad:
Log in to the EPIC Hyperspace or Hyperdrive
Launch the NovelVox CTI widget
Select Dialpad
Select Login
Enter your Dialpad credentials
Select Log in to Dialpad
If Multi-Factor Authentication is enabled, you’ll need to follow the verification steps
EPIC Smart CTI Connector settings
From the EPIC Smart CTI Connector, you can access the following Dialpad settings and resources:
Do Not Disturb: Redirects all incoming calls to voicemail.
Send Feedback: Provide feedback about the Dialpad product.
App Settings: Configure CTI-specific settings.
Company or Office Admins can manage these from the integration settings page.
Account Settings: Manage Dialpad settings across all devices linked to the account.
Analytics: View analytics and performance data within Dialpad.
What's New: Explore the latest Dialpad features and updates.
Help: Visit the Dialpad Help Center for assistance.
Report an Issue: Submit and track any existing issues.
Save App Logs: Record app activities and events for troubleshooting purposes.
To access your settings:
Select the arrow beside your avatar
Select Settings
Epic Smart CTI Connector Hardware Settings
To open your Epic Smart CTI Connector Hardware Settings, select the Headset icon.
Here you can choose your preferred microphone and speaker or headset.
View and search contacts
Easily search and view the existing contacts within the Epic Smart CTI Connector.
You can:
Use the Search icon (magnifying glass) in the CTI to find contacts by entering a name or phone number.
Select Recent to view contacts that you have recently called or messaged
Select Favorites to view contacts you have marked as a favorite.
Using the Epic CTI Connector
Receive and make calls and send messages using the CTI without leaving the Epic system.
Receive a call
To receive an call in the Epic CTI Connector:
Select Answer
Select screen or decline
Screen allows the agent to answer the call even while the caller is leaving a voicemail.
Decline rejects the incoming call.
If the caller exists as a contact in EPIC, a tag will appear beneath their name indicating this.
Once the agent accepts the call, all call controls will be displayed.
Make a call
To make a call in the Epic CTI Connector:
Select Make a Call
Enter the name or number of the patient
Select Call
Call controls are available once the call is answered. 
Adjust the call ID
To select a different Contact Center caller ID when placing a call through the EPIC CTI:
Select Make a Call
Select the drop-down menu under New Call From
Select the preferred caller ID
Record an active call
To record an active call in the Epic CTI Connector, select the Record button.
To stop recording, select the Record button while recording.
Transfer an active call
To transfer an active call in the Epic CTI Connector:
Select Transfer
Search the name or number of the user you want to transfer the call to
Enter a phone number manually or choose from the list of frequently contacted numbers.
Select Transfer
Send a message
To send a message from Epic CTI Connector:
Select Send a Message
Enter the recipient’s name or phone number
Enter your message > Send
Change the availability status
To change your availability status in the Epic CTI Connector:
Navigate to Contact Centers
Select the drop-down
Choose a status to apply
Select Manage
Check the box(es) beside the Contact Centers or Departments you want to apply this status to
Epic CTI contact matching
When using the Epic Smart CTI Connector, contacts are matched to your Epic contacts.
Lets go over some common contact matching scenarios an agent might face when receiving a call from a patient.
Single match
When an incoming call matches a single patient record in the system, the corresponding patient profile automatically appears on the agent’s screen. This enables the agent to quickly verify details and proceed with the interaction using accurate, real-time information.
Multi-match
If the caller ID matches multiple patient records, the system displays a list of possible matches. The agent can then review key identifiers (such as date of birth or contact details) and select the correct patient record before continuing the conversation or even asking the caller about the patient’s details.
No match
When no existing record corresponds to the incoming number, the CTI shows the Patient Lookup section. Agents can manually search the database using other available identifiers to ensure proper documentation of the interaction.
Frequently asked questions
Does the Epic Smart CTI Connector work with Epic Hyperdrive and Hyperspace?
Yes, the Epic CTI Connector is fully compatible with both Epic Hyperdrive and Hyperspace environments.
Does the Epic Smart CTI Connector support different modules within Epic for screen pop?
Yes, the Epic CTI Connector supports the following modules with respect to the patient context within Hyperspace or Hyperdrive
Triage: The patient, provider, or vendor is calling a nurse triage line.
CRM: The patient, provider, or vendor is calling a customer service line. Use this context to open Member Hub.
Scheduling: The patient, provider, or vendor is calling to schedule a visit or cancel a scheduled visit
Member Call: The patient, provider, or vendor is calling member services. Opens Member Inquiry •
Phone: The patient, provider, or vendor is calling a clinic and no other information is provided. •
Refill: The patient, provider, or vendor or pharmacy is calling to get a medication refilled.
TC: A provider or transfer center nurse is calling about a patient’s transfer center request
Does the Epic Smart CTI Connector create a call log for every interaction?
Yes, the Epic Smart CTI connector creates a communication record within Epic Cheers module to document the patient communication.
Does the Epic Smart CTI Connector support Click to Call?
Yes the Epic Smart CTI connector supports click to call from within Hyperspace or Hyperdrice.
Is there a cost associated with the Epic Smart CTI Connector?
Yes, please contact your account manager for pricing details.
Does this integration work with the Digital Channels as well?
The Epic CTI Connector supports voice channel only.
The dialer is not launching – what should I do?
If the Epic CTI Connector is not launching, follow the steps below:
Verify that the application is installed correctly and updated to the latest version
Close any other applications that might conflict with Dialpad, such as other VoIP tools
Restart your computer and try launching again
How can I share my feedback?
Gathering valuable feedback is an essential part of our continuous improvement process. It helps us understand what is working well and identify areas for enhancement.
For any insights, suggestions, or feedback, please contact the NovelVox Support Team at dialpad@novelvox.com