Configuration Process (standard and subscription- based apps)

Date: 2/7/2025

Last Revised: 2/13/2025

Overview: a guide to understand the configuration process, both for standard and subscription-based apps. 

Framework:

Who owns the Configuration process? 

• ableCARE Operations - Subscription-based Apps ONLY
  • Email: [e-mail] 
  • Phone: [phone]
• Configurations/Operations Department - ALL other standard requests

Overview of the Configuration Process (Standard):

1. Benefit Check is submitted, which includes device configuration information, preferred ship date, and shipping address.
2. The Parent Form is sent to the primary contact for completion. 
3. Upon receipt of the Parent Form, the Configurations team activates the QuickTalker Freestyle and loads the communication app onto the device using JAMF.
4. Order is sent to Acumatica, and the Configurations team configures and ships the device.
5. All funding documents are collected and submitted to insurance.
6. Upon approval, client keeps their device!

Overview of the Configuration Process (for Subscription-Based Apps): 

1. Benefit Check is submitted, which includes device configuration information, preferred ship date, and shipping address.
2. The Parent Form with Apple ID Account details is sent to the primary contact for completion. 
3. Upon receipt of the Parent Form (with Apple ID Account information) the ableCARE Operations team works to contact the primary contact to activate the device.
   1. • This requires ableCARE Operations to directly contact the primary contact to receive a two-factor authentication code which allows them to activate and load the subscription-based apps onto the QuickTalker Freestyle. 
4. The Shipping department releases the order in Acumatica (ACU), packages the QuickTalker Freestyle, and ships the QuickTalker Freestyle. 
5. All funding documents are collected and submitted to insurance.
6. Upon approval, client keeps their device!

What is a subscription-based app?

A subscription-based app requires monthly payments (covered by AbleNet, and not an additional cost to families) for the communication app, thus requiring additional accounts/credentials to be created by the primary contact in order to allow for a successful purchase of the app. 

Subscription-based Apps that require Apple ID:

The primary contact is required to create an Apple ID. AbleNet offers support through this process. The following subscription-based apps require an Apple ID login:

• TD Snap 

Subscription-based Apps that do NOT require Apple ID, but still require additional credentials: AbleNet assists with creating the logins and provides a letter in the QTF shipment with the username and password. The following subscription-based apps require credentials:

• Proloquo
• Coughdrop
• SimPODD 

All other apps (aside from those listed above) are stock apps that do not require Apple Accounts nor credenitals. These follow standard process and can be loaded onto the QTF prior to shipment with no additional steps. 

When do I Transfer a call or forward an email to the ableCARE Operations team?

• Aim for first-call resolution! Use the FN and the information found in the QTF Subscription Activation Case to help provide status updates. 
• If there are questions that you are unable to assist with, then transfer the call to [phone] or forward the email to [e-mail].
  • Examples:  
    • Family has questions on account set-up
    • SLP has questions on account set-up
    • Questions relating to Apple ID set-up

What do the outreaches look like for the QTF Subscription Activation Cases (Apple ID Activation)? 

• When a case is created, 4 attempts to contact the primary contact will be made
  • Outreach 1, Day 0: Call, followed up with Email or SMS 
  • Outreach 2, Day 2: Call, followed up with Email or SMS
  • Outreach 3, Day 4: Call, followed up with Email or SMS
  • Outreach 4, Day 6: Call, followed up with Email or SMS
  • Day 8: Close the case 
    • If the case is closed for one of the below reasons, the FN will also be closed: 
      • Close File: Could not activate
      • Close File: Could not Reach

All outreaches are logged on the QTF Subscription Activation Case and are sent from [e-mail]. 

How do I know if an ableEXPERIENCE device (with TD Snap requested) has been activated/shipped?

The Parent Form with Apple ID information is required to continue the funding process. To determine if this form has been received, you will follow context clues on the FN to determine if the device has shipped; see "Guide Me" link here, or follow the steps below: 

 

1A. Check to see if there is a QTF Subscription Activation Case; also, be sure to check the Status. If the Status shows Pending Customer Response, we have not shipped the device yet.

1B. To view more details, click into the QTF Subscription Activation Case

2. Review: Status

You can also see what number outreach the team is on (i.e. 1, 2, 3 or 4)

3A. Return back to the FN...

3B. Open the Experience tab

4. Click on the Ex#

5. Review the status bar to determine if the device has "Shipped to Client".

In this example, the device shows "Order in ACU" which means we may have the some or all of the shipping infomration; however, we are still missing the activation code which could explain why it has not yet moved to "Shipped to Client". 

6A. On the FN, scroll to the QTF Configuration section

6B. Review to see if there is a Tracking Number listed; if there is a number, it means a device has shipped.

7. Case is closed - review to see what the result was on the case. This can help guide your conversation with the customer based on the questions being asked!

• Did the device ship with different app?
• Did the device ship without the Apple ID information?
• Did the device ship successfully, with the correct and activated account information?