Ocean Online Booking Troubleshooting Tips

ocean online booking is a alternate solution for online booking that connects with profile for troubleshooting assistance, follow the steps from the article below table of contents ocean account login issues (ocean md support) docid\ ddwenuypiut8zorxwnvudmy clinic name/address/contact details are incorrect docid\ ddwenuypiut8zorxwnvudappointment search issues (no availability, no provider, etc) docid\ ddwenuypiut8zorxwnvudverify there is a valid appointment rule in profile emr docid\ ddwenuypiut8zorxwnvudverify the ocean provider schedule is configured correctly docid\ ddwenuypiut8zorxwnvudno providers available to select docid\ ddwenuypiut8zorxwnvudincorrect time slots in ocean online booking docid\ ddwenuypiut8zorxwnvudocean portal docid\ ddwenuypiut8zorxwnvudno providers available to create schedules docid\ ddwenuypiut8zorxwnvudsynchronization error troubleshooting docid\ ddwenuypiut8zorxwnvudverify the ocean emessage is enabled in profile emr docid\ ddwenuypiut8zorxwnvudverify cloud connect is enabled and synchronizing docid\ ddwenuypiut8zorxwnvudre configure cloud connect connection to profile emr docid\ ddwenuypiut8zorxwnvudexample #1 cloud connect not enabled docid\ ddwenuypiut8zorxwnvudexample #2 cloud connect synchronization error warning message displayed on the cloud connect home page docid\ ddwenuypiut8zorxwnvudexample #3 cloud connect displays "get started" docid\ ddwenuypiut8zorxwnvud 1\ ocean account login issues (ocean md support) if you have misplaced your ocean portal https //ocean cognisantmd com/ and cloud connect https //cloudconnect cognisantmd com/ login credentials please use the forgot user name and forgot password links on the login page if you still need assistance please contact ocean support by emailing support\@oceanmd com mailto\ support\@oceanmd com 2\ my clinic name/address/contact details are incorrect your clinic name and contact details are shared to patients when they book appointments online these contact details are stored in the directory listing in the ocean portal please contact your ocean administrator at your clinic to make the following changes if you are the ocean administrator, please follow these steps to make changes to your clinic directory listing login to https //ocean cognisantmd com/ https //ocean cognisantmd com/ click menu click admin click directory listings make the necessary changes to the name, address and contact details click save changes 3\ appointment search issues (no availability, no provider, etc) no availability is observed when the ocean/profile integration is connected and allows the patient to search for provider and appointment types but does not show any availability for the patient when availability is expected a verify there is a valid appointment rule in profile emr appointment rules should be checked for a valid from and to date range correct provider correct appointment type valid rule time matching duration with the ocean appointment type it is mapped t enabled profile for online booking b verify the ocean provider schedule is configured correctly the list below are the most common reasons for these types of issues; for a full list of configuration steps, see provider schedule setup docid\ joh4yfx8si6fir sp7omu the ocean provider schedule should be configured to 1\ allow patients to book into "time slots with specific appointment suggestions applied " 2\ each appt type has a restriction "only book in time slots with the following appointment suggestion(s) applied " to match the appointment type mapped from profile emr 3 provider restriction is set to "all providers" or the matching the provider name in the patient's usual provider field in profile emr c no providers available to select example 1 ocean online is functional with some providers, but other providers are not shown on step 2 of ocean online booking to troubleshoot, follow the steps below review the provider schedule in ocean online portal verify the provider schedule is active verify the provider schedule is added to the booking link you provided the patient verify the provider schedule has a provider restriction set to "all providers" or if a specific provider; it matches the usual provider name in the alter patient window for the patient in profile emr d incorrect time slots in ocean online booking ocean online booking will provide available time slots based on the profile emr appointment rules that are exposed for online booking these available time slots can be verified by using the booking link provided by ocean (e g https //cognisantmd com/online booking/16e0e1442 https //staging cognisantmd com/online booking/16e0e144 4adc 4295 bba5 a0995cd27a12 ) and using a test patient to validate available time slots for each provider if the provided dates and times are unexpected, profile emr and ocean configurations should be reviewed for errors attempt to book an appointment using a test patient use the ocean booking link to book the appointment next, check profile emr to validate which provider schedule the appointment is created on if the appointment is created on a different provider than expected, this can explain why the appointment availability is showing on ocean booking link (another appointment rule is exposing the availability of the appointment) review all appointment rules with online booking enabled an easy way to approach this is to open maintain / appointment / rules, and sort by the column online booking review the from and to columns for all rules with online booking enabled if the above steps do not resolve your issue, please open a support ticket here https //help intrahealth com/en/support/login https //help intrahealth com/en/support/login or contact intrahealth support desk email help\@intrahealth com mailto\ help\@intrahealth com screenshot of appointment rules sorted by online booking 4\ ocean portal a no providers available to create schedules under ideal circumstances, profile will send valid provider names to the ocean online booking portal settings page https //ocean cognisantmd com/ocean/portal html#/online booking/settings/ , to be used when creating provider schedules if the list of providers is unexpected, or disappears suddenly; some possible causes are the provider's appointment rule in profile was changed; and removed from online booking availability communication (integration) between profile and ocean online booking has stopped see steps below for 'synchronization error troubleshooting" example 1 when creating a new schedule, there are no providers to select solution troubleshoot synchronization errors docid\ ddwenuypiut8zorxwnvud screenshot of the issue example 2 in the ocean online booking portal / settings page, the provider schedules have disappeared solution troubleshoot synchronization errors docid\ ddwenuypiut8zorxwnvud screenshot of the issue 5\ synchronization error troubleshooting synchronization errors can be observed if the connection between ocean and profile becomes disconnected, or a severe event causes error messages indicating there is a problem with profile communicating with the ocean services a verify the ocean emessage is enabled in profile emr these steps require you to have preferences / setup / emessages role action in profile emr please contact your emr administrator, or contact intrahealth support desk by opening a ticket at https //help intrahealth com https //help intrahealth com or emailing us at help\@intrahealth com mailto\ help\@intrahealth com in profile emr click organisation menu / preferences and choose emessages in the setup category verify that ocean is listed under installed services and double click ocean if ocean is not listed under installed services, please contact the intrahealth service desk by opening a ticket at https //help intrahealth com https //help intrahealth com or emailing us at help\@intrahealth com mailto\ help\@intrahealth com and a member of our technical operations team will assist you verify that client id, client secret, fhir api url and oauth2 token url are populated verify that the ocean online booking checkbox is enabled if not, enable this by checking the box if ocean online booking checkbox is grayed out, or you receive a message " ocean online booking not licensed" , please contact the intrahealth service desk by opening a ticket at https //help intrahealth com or emailing us at help\@intrahealth com and a member of our technical operations team will assist you expected ocean emessage configuration b verify cloud connect is enabled and synchronizing credentials for cloud connect are only provided to profile emr customers by the ocean team each clinic should verify that cloud connect is synchronizing before when troubleshooting if you need access to this site, please contact support\@oceanmd com mailto\ support\@oceanmd com what does it do? cloud connect is the web platform that is responsible for managing the integration between ocean online portal and profile emr and it pulls appointment rule availabilities and expose these availabilities in the ocean online booking link cloud connect url https //cloudconnect cognisantmd com/ https //cloudconnect cognisantmd com/ username username provided by oceanmd password password provided by oceanmd example of synchronizing cloud connect example of synchronize issue fix a synchronizing issues re configure cloud connect connection to profile emr these steps require you to have preferences / setup / emessages role action in profile emr please contact your emr administrator, or contact intrahealth support desk by opening a ticket at https //help intrahealth com https //help intrahealth com or emailing us at help\@intrahealth com mailto\ help\@intrahealth com perform these steps only after all other troubleshooting steps have been attempted under fhir emr select reconfigure emr in the setup emr integration window, select fhir based emr and click next using the ocean emessage in profile emr as a reference, fill the fhir api url, client id, oauth2 token url in the setup emr configuration window do not change requested scopes click connect to fhir emr and click save and continue when completed in the edit settings window under sync appointments for providers , verify the correct providers are synchronizing and click save a example #1 cloud connect not enabled solution below re configure cloud connect connection to profile emr cloud connect synchronization issues can be seen from the online booking settings page ( https //ocean cognisantmd com/ocean/portal html#/online booking/settings/ https //ocean cognisantmd com/ocean/portal html#/online booking/settings/ ) indicated by the missing checkmark under requirements enable cloud connect b example #2 cloud connect synchronization error warning message displayed on the cloud connect home page solution below re configure cloud connect connection to profile emr c example #3 cloud connect displays "get started" cloud connect reverts to "get started" unexpectedly