The "Replace" process is the most robust option for daily IVR imports. Every day, a whole new file is sent, and all old records are "replaced" by the new file. The file includes accounts with zero balances, ensuring that even callers who do not owe a payment will still be able to call, authenticate, and hear their balance.
To begin the import process, almost all of our IVR importers look at the
Key index ===
"Provider + Patient_Code" . These are set during the planning and IVR build, according to the client specifications: in the case of insurance premium payments, "Provider" generally looks at the insurance product type/name and "Patient_Code" would generally be the insurance subscriber or member ID.
A typical daily e-mail for a successful import via the "REPLACE" IVR importer process contains the following information:
Expected filename mask: ^PROD.*
File: PROD_CLIENT_IVR_DataFeed_MMDDYYYY_hhmm.txt
_________________________________________________________________
OID: [11111111-11111-11111] (the client's ORG/database ID)
Plugin: plugin.plugins2.client_ivr_plugin
File name: PROD_CLIENT_IVR_DataFeed_MMDDYYYY_hhmm.txt
Constraint: None
Duplicate entries: n
Records from file: (e.g.) 17922 = Number of records sent in today's daily SFTP file.
Records before import: (e.g.) 17910 = Number of records in the previous day's import. All are replaced by the records in today's import.
Records after import: (e.g.) 17921 = Total number of records in the IVR after today's import.
Inserts: (e.g) 17921 In this case, the daily file has a header row, so after the initial import, the header row becomes a "duplicate entry", and will not be counted in the total Records after import or Inserts
Warnings: Warnings and errors: are addressed on case- by-case basis if they do arise
Errors:
As noted, "Replace" is the most robust process. By importing the full data file every day, we can expect that all callers with accounts will be able to interact with the IVR, even those with zero balance. The main drawback could be file size. Very large daily imports can take some time to process, and in some cases, a custom process may be needed.
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