Talkdesk Administrators using Talkdesk Healthcare Experience Cloud (HEC) are able to leverage Industries Settings to configure the Electronic Health Record (EHR) integrations in a self-service way. This allows Admins to independently manage EHR integration settings, streamlining the setup process, through a unified and intuitive interface.
To do so, please follow the steps detailed below.
When Healthcare for Providers is accessed above, it opens the Integrations Settings page, with the following sections common to all EHRs:
- Provider Settings
- External Gateway
- Header Settings
Other settings are available depending on the selected EHR. These are also approached in this document.
Epic Settings
Provider Settings
- Select the EHR provider from the dropdown menu.
External Gateway
- Click the pencil
- Fill in all the fields under “Edit Connection ID”
- Click save and the external getaway id is generated
Header Settings
The header settings are required because they are part of the HTTP request for the API. The following parameters are mandatory for Epic integrations:
- Epic Client ID
- Epic User ID
- Epic User ID Type
Patient Restriction Information Expression
This allows organizations to define their own rules for when patient data is considered restricted based on the age. On the agent side, the workspace will be restricted and the agent cards will look like in the image.
- Use the textbox to insert the expression that determines the situation when the information should be restricted.
- Add in the textbox the expression to determine the situation when the information should be restricted.
FHIR Settings
Under the Epic integration, the product uses several FHIR APIs. The following settings will allow to configure some parameters.
| Setting | Description | Example | Mandatory/Optional |
| The url_prefix schema | This allows you to add an optional prefix between the base URL and the FHIR object. | /FHIR/R4 | Optional |
| The ssn identifier | Social Security Number (SSN) identifier. Talkdesk has a specific urn by default, that can be changed. |
unr:oid:1.1.111…… | Mandatory |
| The mrn identifier | Medical Record Number (MRN) identifier. Talkdesk has a specific urn by default, that can be changed. |
unr:oid:1.1.111…… | Mandatory |
| Practitioner external urn |
Identifier for the healthcare provider (e.g. doctor, nurse, therapist). Talkdesk has a specific urn by default, that can be changed. |
unr:oid:1.1.111…… | Optional |
| Location external urn |
Identifier for the healthcare facility (e.g. hospital, clinic, pharmacy). Talkdesk has a specific urn by default, that can be changed. |
unr:oid:1.1.111…… | Optional |
| Self service identifier | Used as a Patient flag to determine if the EHR self-service is active. URN default value is already displayed. | unr:oid:1.1.111…… | |
| Legal Sex Search | Enable this setting to allow the system to use gender as a parameter in searches and data handling, rather than relying solely on legal sex. | Optional | |
| Use Batch flag | Enable this setting to allow several individual requests to be grouped together into a single request. The server processes each entry in the bundle as a separate request, but only one call is made from the client. | Optional | |
| Day range to be used for temporal searches | Defines the number of days in the future or past for which appointments, encounters, and other events should be searched. The setting itself does not specify whether the number refers to the future or the past - this determination is typically made by the context in which the setting is used or by other parameters that specify the direction of the search. | No limit of days from Talkdesk’s side. | Optional |
| Use ‘gt’ in date range | Enable this setting if you want the date range search to exclude the start date, returning only results from the next day onwards (greater than instead of greater than or equal to). | If the selected start date is Jan 1, 2025 it will return entries starting from Jan 2, 2025 and later. | Optional |
| Use ‘lt’ in date range | Enable this setting if you want the date range search to exclude the end date, returning only results until the day before the end date (less than instead of less than or equal to). | If the selected start date is Feb 1, 2025 it will return entries starting until Jan 31, 2025. | Optional |
| Use Telecom flag | Enable this setting if you want to use multiple types of contact (such as phone numbers, email addresses, URLs, etc) to look up a patient, instead of just the phone number. | Optional | |
| Use patient id as identifier | Enable this setting if you want to use external identifiers, such as the MRN or SSN, in appointment search and encounter search. | Optional | |
| Category filter array | Add the code used for filtering the category response in the FHIR service request API. | 409063004 | Optional |
| Direct Reschedule use case | Setting the value to true changes the provider and the reschedule workflow. When the setting is OFF, the default API is FHIR (get future appointments), and when it is ON it changes to Epic (new API reschedule - when rescheduling an appointment, the date and time is updated directly). |
Epic Settings
The following settings allow to configure parameters specific of Epic.
| Setting | Description | Example | Mandatory/Optional |
| The vip_flag_type schema | Defines the confidentiality classification pulled from Epic (e.g., VIP, EMP, CONF) to align with the patient's system-level privacy flag for access control and auditing. | Optional | |
| The context schema | Context to open at the screen pop up. | Example: Scheduling | Mandatory |
| JKU Server URL |
The JKU Server URL is a URL that references the JKU Server, which is used for JWT validation for requests from EPIC. The JKU will be used for the pause and resume and click to call capabilities. To configure the JKU Server URL the first time, if you don't know the URL, input any URL (the base path URL found in the external gateway id field, for example) and make a phone call by requesting the click-to-call API and open a ticket, please. |
Mandatory | |
| Enable Default JKU Server URL Pattern | Enable this if your key set is served at a conventional URL based on the issuer (saves manual configuration). | Optional | |
| JWT Issuer URL | The base URL of your identity provider or authorization server. The JWT will be used for the pause and resume and click to call capabilities | Optional | |
| The epic_user_id schema | The user name for the user created on Epic for Talkdesk. | Optional | |
| The epic_user_id_type schema | This is always “External”. | Optional | |
| The provider_id_type schema | These types correspond to the URN assigned within the FHIR Settings. While the FHIR Settings specify the ID, here we’re referring to the type of that ID. | Optional | |
| The location_id_type schema | Optional | ||
| The visit_id_type schema | Optional | ||
| SOAP Username | It refers to the username specifically created for SOAP (Simple Object Access Protocol) communication with EPIC. This username is used to authenticate and authorize requests made to the EPIC system via SOAP services. This is only necessary for Prescription Refill use cases. | Optional (except for Prescription Refill use cases) | |
| SOAP Password |
It refers to the password associated with the SOAP Username, which is used for authenticating SOAP (Simple Object Access Protocol) requests to the EPIC system. This is only necessary for Prescription Refill use cases.
|
Optional (except for Prescription Refill use cases) | |
| Use Oauth Flag | Turn on to use OAuth-based authentication provided by EPIC instead of other third-party or custom authentication mechanisms. | Optional | |
| OAuth Base Path | OAuth Base Path for the APIs. | Optional | |
| Flag to which version we should use for ReceiveCommunication | Choose between V1 and V3 of the ReceiveCommunication API. This will be used for the screen pop capability. | Optional | |
| Phone System ID | Epic phone system ID to be used in the screen pop capability. | Optional | |
| Phone System Type | Epic phone system type to be used in the screen pop capability. | Optional | |
| The fallback_entry_department_id_for_service_record schema | Use these fields to change the default settings, which are used for sending data to the EHRS. | Optional | |
| The fallback_entry_department_type_for_service_record schema | Optional | ||
| The fallback_agent_user_id_for_service_record schema | Optional | ||
| The fallback_agent_user_type_for_service_record schema | Optional | ||
| The source_type_for_service_record schema | Optional | ||
| The source_name_for_service_record schema | Optional | ||
| The source_entity_id_for_service_record schema | Optional | ||
| The source_entity_type_for_service_record schema | Optional | ||
| The fallback_patient_id_type_for_service_record schema | Optional | ||
| Epic Maximum Slot Search Date Range In Days | This is the maximum number of days you are allowed to include in a single search. The default value is 30 days. | Optional | |
| Max Allowed Slot Search Date Range Days | This is the total number of days you are allowed to search in total, across all your searches. The default value is 90 days. | You are allowed to search one time in a range of 90 days, or multiple times up to 90 days. | Optional |
| Quick CRM Topic Mapping |
This is where intents (topic or reason of the call by the patient) and intents IDs are mapped. The intent will be shown in the Epic Screen Pop when there is a correspondence between an intent and an intent ID. In addition to being defined in Talkdesk, the intents must also be defined in the Epic environment and each client can select their own topics and intent_id. The name: topic of the call (comes from Navigator or Autopilot exits) The value: intent_id (defined by the client)
|
1 <> Appointments 2 <> Billing 3<>.... |
Optional |
| Send data to EHR: Recording URL |
When this setting is enabled, voice interactions are recorded and an URL for the recording is created. It is possible to define what roles have access to the recordings on the Talkdesk side. |
Optional | |
| Send data to EHR after a missed call | Enable this setting to record missed calls from the patients in their information. | Optional |
Epic OAuth Settings
- Add the Epic Client ID.
- Add the OAuth Token URL.
Important Note: The “Integration Settings” tab is primarily used by Talkdesk Professional Services during initial implementation. For any changes needed on this tab, please contact your Talkdesk representative.
Athena Settings
Provider Settings
- Select the EHR provider from the dropdown menu.
External Gateway
- Click the pencil
- Fill in all the fields under “Edit Connection ID”
- Click save and the external getaway id is generated
Header Settings
Currently, header settings are not required with Athena. However, they are available in case they are required in the future.
Patient Restriction Information Expression
This allows organizations to define their own rules for when patient data is considered restricted based on the age. On the agent side, the workspace will be restricted and the agent cards will look like in the image.
- Add in the textbox the expression to determine the situation when the information should be restricted.
FHIR Settings
Under the Athena integration, the product uses several FHIR APIs. The following setting will allow to configure some parameters.
| Setting | Description | Example | Mandatory/Optional |
| Use Batch flag | Enable this setting to allow several individual requests to be grouped together into a single request. The server processes each entry in the bundle as a separate request, but only one call is made from the client. | Optional | |
| Category filter array | Add the code used for filtering the category response in the FHIR service request API. | 409063004 | Optional |
Athena Settings
The following settings allow to configure parameters specific of Athena.
| Setting | Description | Example | Mandatory/Optional |
| The practice_id schema | Athena account identifier. All digits are numbers, and are provided by the customer. | Mandatory | |
| The patient_mrn_custom_field_id_schema | This setting checks the Athena patient response. The response includes a custom field, and if the configured value matches that custom field’s ID, the patient will be returned with an MRN using the custom field value. It only works if the setting Patient mrn is enabled. | Optional | |
| cache providers enabled schema | If enabled, Cache provider details retrieved from the Athena API endpoint /providers/{provider_id}. | Optional | |
| cache providers duration ttl |
When the cache providers enabled schema is on, this setting defines how long the cache is valid. If the field is empty, it is valid for 20hours. Default value format is “PT20H” Use the ISO 8601 duration format. |
PT48H P- duration designator T- time designator H-hour designators that follows the number of hours |
Optional |
| cache departments enabled | If enabled, the information of Departments with ID is cached. If disabled, the information comes directly from Athena’s API directly each time. | Optional | |
| cache departments duration ttl |
When the cache departments setting is enabled, this setting defines how long the cache is valid. If the field is empty, it is valid for 20hours. Default value format is “PT20H” Use the ISO 8601 duration format. |
PT48H P- duration designator T- time designator H-hour designators that follows the number of hours |
Optional |
| Patient full ssn | When enabled, the patient ssn comes from the patient response. | Optional | |
| Patient mrn | Switch corresponding to the patient mrn custom field id schema. | Optional | |
| Appointment confirmation id | This parameter is required if the account has Athena Appointment Confirmation enabled - it is a required parameter for the Athena API. Note that this is the appointment confirmation ID, not the appointment ID. It works like a resource ID in Athena and may be provided either by the customer or by Athena. | 2 | Optional |
| Department id for send interactive records | This parameter is required when Athena sends data to the EHR API. It can be provided either by the customer or by Athena. | Optional | |
| Custom field enabled | If you enable this you can configure the custom field mapping. | Optional | |
| The custom field mapping | Any custom fields required for patient search are defined by the customer here. |
The name: 1 The value: ssn |
Optional |
| Create a Case: Automatically add a closed status | If disabled, it is necessary to manually close patient cases. | Optional | |
| The decision to send data to the EHR is whether to use a phone message or a patient case. | Configuration for the customer to decide how to send data on Athena. It can be either by creating a new case for a given patient or, in alternative, using the phone message API for Athena patients. | Optional | |
| Set the value of the case class for send data to EHR | The customer chooses the case class they want to use. If the customer chooses to send data to the EHR by creating a new patient case, selecting a case class is required. | Optional | |
| Send data to EHR: Recording URL | Optional | ||
| Send data to EHR after a missed call | Enable this setting to record missed calls from the patients in their information. | Optional |
Cerner Settings
Provider Settings
- Select the EHR provider from the dropdown menu.
External Gateway
- Click the pencil
- Fill in all the fields under “Edit Connection ID”
- Click save and the external getaway id is generated
Header Settings
Currently, header settings are not required with Cerner. However, they are available in case they are required in the future.
Patient Restriction Information Expression
This allows organizations to define their own rules for when patient data is considered restricted based on the age. On the agent side, the workspace will be restricted and the agent cards will look like in the image.
- Add in the textbox the expression to determine the situation when the information should be restricted.
FHIR Settings
Under the Cerner integration, the product uses several FHIR APIs. The following settings will allow you to configure some parameters.
| Setting | Description | Example | Mandatory/Optional |
| The url_prefix schema | This allows you to add an optional prefix between the base URL and the FHIR object. | /FHIR/R4 | Optional |
| The ssn identifier | Social Security Number (SSN) identifier. Talkdesk has a specific urn by default, that can be changed. |
unr:oid:1.1.111…… | Mandatory |
| The mrn identifier | Medical Record Number (SSN) identifier. Talkdesk has a specific urn by default, that can be changed. |
unr:oid:1.1.111…… | Mandatory |
| Service type identifier | This is a parameter for the FHIR ServiceRequest API, and its value should be provided either by the customer or sourced from the EHR. | Optional | |
| Self service identifier | Used as a Patient flag to determine if the EHR self-service is active. URN default value is already displayed. | unr:oid:1.1.111…… | Optional |
| Legal Sex Search | Enable this setting to allow the system to use gender as a parameter in searches and data handling, rather than relying solely on legal sex. | Optional | |
| Use Batch flag | Enable this setting to allow several individual requests to be grouped together into a single request. The server processes each entry in the bundle as a separate request, but only one call is made from the client. | Optional | |
| Day range to be used for temporal searches | Defines the number of days in the future or past for which appointments, encounters, and other events should be searched. The setting itself does not specify whether the number refers to the future or the past - this determination is typically made by the context in which the setting is used or by other parameters that specify the direction of the search. | No limit of days from Talkdesk’s side. | Optional |
| Use ‘gt’ in date range | Enable this setting if you want the date range search to exclude the start date, returning only results from the next day onwards (greater than instead of greater than or equal to). | If the selected start date is Jan 1, 2025 it will return entries starting from Jan 2, 2025 and later. | Optional |
| Use ‘lt’ in date range | Enable this setting if you want the date range search to exclude the end date, returning only results until the day before the end date (less than instead of less than or equal to). | If the selected start date is Feb 1, 2025 it will return entries starting until Jan 31, 2025. | Optional |
| Use Telecom flag | Enable this setting if you want to use multiple types of contact (such as phone numbers, email addresses, URLs, etc) to look up a patient, instead of just the phone number. | Optional | |
| Use patient id as identifier | Enable this setting if you want to identify a patient using external identifiers, such as the MRN or SSN. | Optional | |
| Bypass appointment read | Enable this setting if you want to skip reading appointment details before confirming or canceling it. | Optional | |
| Category filter array | Add the code used for filtering the category response in the FHIR service request API. | 409063004 | Optional |
| system for send interactive records | Parameters necessary for sending data to the EHR. | https://fhir.cerner.com/xxxxxx | Optional |
| code for send interactive records | Optional | ||
| display for send interactive records | Admission Note Physician | Optional | |
| text for send interactive records | Admission Note Physician | Optional | |
| author reference id for send interactive records | 1 | Optional | |
| title for send interactive records | Conversation details | Optional | |
| author reference type for send interactive records | Practitioner | Optional |
Cerner Settings
The following settings allow to configure parameters specific of Cerner.
Important Note: The “Integration Settings” tab is primarily used by Talkdesk Professional Services during initial implementation. For any changes needed on this tab, please contact your Talkdesk representative.
Ellkay Settings
Provider Settings
- Select the EHR provider from the dropdown menu.
External Gateway
- Click the pencil
- Fill in all the fields under “Edit Connection ID”
- Click save and the external getaway id is generated
Header Settings
Currently, header settings are not required with Ellkay. However, they are available in case they are required in the future.
Patient restriction information expression
This allows organizations to define their own rules for when patient data is considered restricted based on the age. On the agent side, the workspace will be restricted and the agent cards will look like the ones in the example image shown below.
- Use the textbox to add the expression that determines the situation when the information should be restricted.
Ellkay Settings
The following settings allow to configure parameters specific to Ellkay.
| Setting | Description | Example | Mandatory/Optional |
| The subscriber_key schema | Provided by ELLKAY upon request. | Mandatory | |
| The site_service_key schema | ELLKAY or the customer provides the sample SiteServiceKey. | Mandatory | |
| Maximum days that are allowed to be used in the Appointment and Encounter search | This is the maximum number of days you are allowed to include in a single search for past appointments or encounters. The default value is 7 days. | Optional | |
| Appointment confirmation comment | This field is designed to add custom text to the appointment's comment section. |
Confirmed by Talkdesk on {{DATETIME}} Specific instructions or information. |
Optional |
| Maximum days that are allowed to be used in the Slot search | This is the maximum number of days you are allowed to include in a single search. The default value is x days. | Optional | |
| name for send interactive records | Name given to the record of patients interactions with a contact center and the details of that interaction. | Conversation details | Optional |
| document_type_id for send interactive records | Optional | ||
| The specific status name for appointment waitlisting | Use this field to tailor the appointment waitlisting status name. The default specific status name for appointment waitlisting is "Waitlist". | Optional | |
| The specific status name for appointment rescheduling | Use this field to tailor the appointment rescheduling status name. The default specific status name for appointment waitlisting is “Rescheduled". | Optional | |
| This is the account time zone offset | This setting ensures that scheduled jobs and timestamps align correctly with the intended time zone for the account. The default value for this offset is +00:00, which corresponds to Coordinated Universal Time (UTC). | Optional | |
| Send data to EHR: Recording URL |
When this setting is enabled, voice interactions are recorded and an URL for the recording is created. It is possible to define what roles have access to the recordings on the Talkdesk side. |
Optional | |
| Send data to EHR after a missed call | Enable this setting to record missed calls from the patients in their information. | Optional |
Important Note: The “Integration Settings” tab is primarily used by Talkdesk Professional Services during initial implementation. For any changes needed on this tab, please contact your Talkdesk representative.