Call Scheduler

Overview

Call Scheduler is your customer-centric scheduling tool for geographic route planning.

If you are asking questions like:

• “Which customers are near an existing route but haven’t been scheduled?”
• “Who should we call to fill tomorrow’s routes?”
• “How does our cluster coverage look across the service area?”

…this is the screen you should use.

What this page helps you do:

• See unscheduled customers matched to nearby routes by geographic proximity
• Manage a patient call list for day-of scheduling
• View the cluster boundary and scheduled stops on an interactive map
• Optimize routes and manage approvals

Tip

Think of Call Scheduler as a call board that shows you which customers are closest to existing routes, so you can fill capacity efficiently.

Before You Start

To get useful results in Call Scheduler, make sure these are configured:

• Customers exist with geocoded locations (latitude/longitude)
• Routes/clusters are created and assigned to resources with shifts
• Service areas are defined with geographic boundaries
• Resources are assigned to organizations

Related setup pages:

• Resources
• Organizations
• Service Areas
• Locations
• Patients

Accessing Call Scheduler

1. Open a route in Route Scheduler day view.
2. Click the actions menu → Call Scheduler.
3. Alternatively, navigate directly to the Call Scheduler via internal links from other scheduling screens.

Permissions and visibility

Access requires the Call Scheduler Module role. If you cannot see this page, contact your admin to check your security group assignments.

Understanding the Screen Layout

Call Scheduler uses a day view that shows a single route’s detail with a patient call list and map.

1) Header area

Top controls include:

• Back button (return to previous view)
• Page title (“Call Scheduler” or a saved view name)
• Date control (navigate by day)
• Generate Route dropdown (appears when geocoded events exist)
• More actions menu (three-dot menu)

2) Shift pills

Horizontal row of route/shift buttons for the selected day, showing resource name and visit count. Click a pill to switch between routes.

3) Split layout

• Left panel: Map showing the cluster boundary (GeoJSON polygon) with numbered stop markers, plus a Patient Call List with search
• Right panel: Route schedule with events in order, driving directions on the map

Key Concepts

Term	Meaning
Cluster	A geographic zone grouping customers who are near each other, assigned to one resource for a day
Cohort date	A reference date used to determine which customers belong to a cluster’s recurring schedule
Call status	Scheduling state of a customer: CALLED (contacted), READY (available to schedule), or RECOVERY (follow-up needed)
GeoJSON boundary	The geographic polygon shape that defines a cluster’s coverage area, shown on the map

Day View Features

Patient call list

The left panel includes a searchable list of patients assigned to the current cluster. Search by:

• Patient name
• Address

Use the call list to work through patients systematically and schedule visits.

Cluster map

The map on the left panel shows:

• The cluster’s geographic boundary as a polygon overlay
• Numbered markers for each stop in route order
• The cluster’s coverage area for context

Route schedule

The right panel displays the day’s schedule using the same layout as Route Scheduler day view:

• Events listed in route order
• Driving directions between stops
• Event detail sheets accessible by clicking any event

Invalid addresses

Events with missing or invalid geocoded addresses are flagged. Click through to the Location Editor to correct them.

Using Filters

Call Scheduler supports filters to narrow the patient call list.

Filter	What it does
Call Status	Show customers by scheduling state (CALLED / READY / RECOVERY)
Organization	Narrow results to selected organizations
Priority	Filter customers by priority level (1–10)
Providers	Show customers near routes for specific resources
Service Area	Limit results to selected service areas

Note

Filters in saved views persist between sessions. If your view looks unexpectedly empty, check whether a saved view with narrow filters is active.

Actions Menu (Three Dots)

The actions menu provides quick access to common operations.

Edit Route

Opens the route editor to modify an existing route.

AMD Event ID

Look up an event by its AMD Event ID.

AMD Patient ID

Look up a patient by their AMD Patient ID.

Route Note

View or edit the free-text note attached to the current route. Available when a route is selected.

Route Activity Log

View the history of changes made to the current route. Available when shifts exist.

New Event

Create a new event. Disabled when the route is locked.

New Customer

Open the customer creation form.

Route Detail

Navigate to the Route Scheduler with the same date and shift, for the route-focused day view.

Preview Billing Sheet

Generate and preview a PDF billing sheet for the current route in a new tab.

Unlock Route / Approve Document

• Approve Document — lock the route, generate a PDF, and save it as a document
• Unlock Route — unlock a previously approved route for further editing

Send Schedule Email

Email the current route schedule to configured recipients.

Approve Route

Approve and send the route schedule via email.

Saved Views

Switch between previously saved view configurations.

Generate Route Dropdown

This dropdown appears in the day view header when the current route has events with valid geocoded locations.

Option	What it does
Manual Route	Opens a route table where you can manually reorder stops
Duplicate Cluster	Creates a copy of the current route for another day or resource
Optimize Route	Runs the VRP route optimizer to find the most efficient stop order

Tip

After adding customers from the call list, run Optimize Route to ensure stops are in the most efficient order before approving the route.

Common Workflows

Workflow A: Schedule customers from the call list

1. Open the day view for a route that has capacity.
2. Review the Patient Call List on the left panel.
3. Search for a specific patient or work through the list in order.
4. Click a patient to open the detail sheet.
5. Schedule an event or add the customer to the cluster.
6. Repeat until the route is full.

Workflow B: Review cluster coverage on the map

1. Open the day view for a route.
2. Review the cluster boundary polygon on the map panel.
3. Check that the coverage area makes geographic sense for the assigned customers.
4. If stops are outside the boundary, consider reassigning them to a closer route.

Workflow C: Optimize after filling a route

1. Add customers from the call list until the route is full.
2. Click Generate Route → Optimize Route.
3. Wait for the optimizer to complete (progress is shown in the header).
4. Review the new stop order on the map and in the event list.
5. Approve the route when satisfied.

Relationships & Dependencies

[Customers + Locations] --->
                              \
[Service Areas] -------------> [Call Scheduler] ---> [Schedule Event / Add to Cluster]
                              /         |
[Resources + Shifts] -------->         |
                              \         v
[Clusters / Routes] ----------> [Route Scheduler (day detail)]
                                        |
                                        v
                                [Route Optimization / Billing / Approvals]

Related pages:

• Route Scheduler
• Resource Scheduler
• Event Scheduler
• Resources
• Organizations
• Service Areas
• Patients
• Locations

Best Practices for New Teams

1. Work through the Patient Call List systematically rather than skipping around.
2. Use Call Status filters to track which customers have been contacted.
3. Always run Optimize Route after adding multiple stops to ensure efficient ordering.
4. Review the cluster boundary on the map to verify coverage makes geographic sense.
5. Approve routes at the end of the planning cycle, not while still adding customers.

Troubleshooting

No customers appear in the call list

Likely causes:

• No cluster/route exists for the selected date and shift
• Filters (call status, organization, service area) are too narrow
• Customer locations are not geocoded

Fix:

• Verify a route exists for the selected date. Clear filters and check that customer locations have valid coordinates.

Cluster boundary does not appear on the map

Likely causes:

• The cluster has no GeoJSON boundary defined
• The cluster geometry has not been generated yet

Fix:

• Ensure the cluster has assigned customers with geocoded locations. The boundary is generated automatically when the day view loads.

I can’t add a customer to a cluster

Likely causes:

• The route is locked/approved
• Required fields (event type, location) are incomplete

Fix:

• Unlock the route if it has been approved. Ensure all required fields are completed before saving.

WebSocket alert says another user is scheduling the same patient

Likely causes:

• Another scheduler has the same patient open in their detail sheet

Fix:

• Coordinate with the other scheduler. The alert is informational — the most recent save will take effect.