ConnectOnCall - Application Error

Incident Report for ConnectOnCall

Postmortem

Dear valued customer,

We want to provide another update on the restoration of PhreesiaOnCall’s integrated features. We have successfully enabled integrations for our athenahealth, ModMed and NextGen markets.

We are continuing to work with our other market partners to restore each integration and will share more once we receive confirmation on the timing for enablement from our partners.

Thank you again for your continued patience and flexibility.

If you have any questions at this time, please contact your account owner. If you haven't already done so, please subscribe to this status page to receive updates.

Posted Feb 17, 2025 - 14:59 EST

Resolved

This incident has been resolved.

Posted Jan 31, 2025 - 09:23 EST

Update

Dear valued customer,

We want to provide an update on the restoration of PhreesiaOnCall’s integrated features. The platform is ready for the integrations, and we have successfully enabled them for our athenahealth and ModMed markets.

We are continuing to work with our other market partners to restore each integration. Once we receive confirmation on the timing for enablement from our partners, we will share a new expected date for the restoration of integrated features in those markets.

Thank you again for your continued patience and flexibility.

If you have any questions at this time, please contact your account owner. If you haven't already done so, please subscribe to this status page to receive updates.

Posted Jan 30, 2025 - 16:52 EST

Update

Dear valued customer,

We are excited to share that the last phase of the ConnectOnCall platform restoration is expected to launch by the end of January. This phase includes the restoration of integrated features, which will allow you to:

• Match incoming calls/messages to patients;
• View your patients’ information, including relevant clinical and appointment history; and
• Automatically export notes and documentation to the patient’s EHR.

We are working closely with our market partners to restore each integration. If your organization was previously live with integrated features, you will receive an email with information on next steps once the integration is restored in your market.

Additionally, some self-service features will also be restored in this phase, allowing you to:

• Manage practice settings; and
• Have additional ways to manage greetings and call trees.

The integrated and self-service feature availability will be available in addition to the functionality we launched in previous phases of the restoration process, such as the restored mobile app, caller experience, on-call voicemail, essential web features and secure patient chat.

Billing for ConnectOnCall will remain paused at this time.

We are excited to launch this final restoration phase, and we thank you again for your continued patience and flexibility.

If you have any questions at this time, please contact your account owner. If you haven't already done so, please subscribe to this status page to receive updates.

Posted Jan 15, 2025 - 20:40 EST

Update

Dear valued customer,

We are excited to share that the next phase of the ConnectOnCall platform restoration is now available. This phase includes the restoration of the mobile app, which allows on-call providers to:

• Easily manage all incoming messages in their inbox;
• Quickly read a message transcription or listen to the message recording;
• Easily document interactions using quick-pick templates or open-text notes;
• Follow up with patients using secure patient chat; and
• Customize urgent message notifications.

The mobile app availability comes in addition to the functionality we launched in previous phases of the restoration process, such as the restored caller experience, on-call voicemail, essential web features and secure patient chat.

If you would like to enable these features, please reach out to your account owner.

Please note that we are still working to restore the integrated features—these will be made available in a future phase.

Billing for ConnectOnCall will remain paused at this time.

Thank you again for your continued patience and flexibility. We will continue to provide updates on future phases of the restoration.

If you have any questions at this time, please contact your account owner. If you haven't already done so, please subscribe to this status page to receive updates.

Posted Nov 21, 2024 - 15:34 EST

Update

We are excited to share that we have restored additional web features in the ConnectOnCall web application. As of today, you'll see new menu items that enable you to:

• Edit your call tree greetings using text-to-speech or your own recording (Manage Call Tree(s) > Manage Greetings)
• Send an immediate alert to notify colleagues of urgent matters (Practice Communication > Send Immediate Alert)
• View messages in your personal inbox, in addition to the documentation report (Practice Communication > Your Messages)
• Click to call to return phone calls directly from your web browser (Documentation Report > blue phone icon)

Link to Web Application

For any questions on these newly restored features, please reach out to your account manager or contact us at support_phreesiaoncall@phreesia.com. If you need immediate assistance after hours, please call (888) 654-7473.

Posted Oct 21, 2024 - 16:03 EDT

Update

Dear valued customer,

We are happy to share that the Secure Patient Chat feature of the ConnectOnCall web application has been restored and is now available. With this restored feature:

• Providers and staff can exchange encrypted messages and files with patients in real-time; and
• Patients can communicate with providers without needing to create an account or download an app.

This feature is available in addition to the functionality we previously launched in phases one and two of the restoration process, such as the restored caller experience, on-call voicemail and essential web features.

If you would like to enable these features, please reach out to your account owner.

Please note that we are still working to restore the mobile application and integrated features—these will be made available in future phases.

Billing for ConnectOnCall will remain paused at this time.

Thank you again for your continued patience and flexibility as we bring the service back online. If you haven't already done so, please subscribe to this status page to receive updates.

Posted Sep 27, 2024 - 11:43 EDT

Update

Dear valued customer,

We have an important update about our phased restoration of the ConnectOnCall service in a new, more secure environment.

We’re pleased to share that the launch of the second restoration phase, which includes the following essential web features, is now live:

Message Review
o All urgent and non-urgent messages can now be reviewed via the Documentation Report

On-Call Schedules
o Managers can update on-call schedules, including shared calendars and backup resources

User Management
o Managers can add new users, edit profile settings, and update user contact methods

This functionality is in addition to the phase one features we previously announced, including the restored caller experience and on-call voicemail.

If you would like to enable these features, please reach out to your account owner.

Billing for ConnectOnCall will remain paused during this phase.

Thank you again for your continued patience and flexibility as we bring the service back online. If you haven't already done so, please subscribe to this status page to receive updates.

Posted Aug 16, 2024 - 09:45 EDT

Update

Dear valued customer,

As a reminder, the first phase of the restored ConnectOnCall platform is now live. As we work to relaunch your account, we kindly request your assistance in providing the following information:

1. **On-Call Schedule: Please share your on-call schedule for the next 5 weeks, including shift timing.
2. **On-Call Resources: Provide the names of all resources who take calls at your organization.
3. **Updated Contact Methods for On-Call Resources: Please provide phone numbers and email addresses for all on-call providers and resources.
4. **Daily Message Upload: Please confirm your organization's business hours so we can provide all messages received after hours.

Please reach out to your account owner with the requested information at your earliest convenience so we can complete the configuration.

As a reminder, the description of the workflow and functionality available in phase one is included below.
Caller Experience
o The caller experience will be restored. Callers will be able to call in, navigate your existing call tree, and leave both urgent and non-urgent messages.

Urgent Messages & Provider Notifications
o Urgent messages will trigger an alert to the on-call provider designated on your on-call calendar.
o The on-call provider will be notified of urgent messages via phone call, SMS, and email notifications.

Urgent Message Review
o The on-call provider will be able to review urgent messages by dialing a phone number and entering a PIN, much like a traditional voicemail.
o After reviewing the message, providers will have the options to: 1) Call the patient back, with the provider's number hidden; and 2) Document the call, either by dictating a message for transcription or selecting a quick-pick option via key press. Staff can later access these providers’ notes via the report described below.

Staff Message Review
o In the morning of each business day, the Phreesia team will securely share a report of all urgent and non-urgent messages received since the previous report.

On-Call Schedule Management
o Clients can update their call schedule at any time by contacting the Phreesia team.

Please note that the web application and the mobile application will not be available in this phase.
If you have any questions or would like to set up a call to discuss this further, please reach out to your account owner.

Posted Jul 18, 2024 - 17:05 EDT

Update

The first phase of the restored ConnectOnCall platform is now live.

The workflow and functionality available in this first phase of restoration include caller experience, urgent messages & provider notifications, urgent message review, staff message review and on-call schedule management. Detailed descriptions of these restored workflows and functionalities were included in previous status updates from yesterday, July 8, and July 3 (see below).

Our team is ready to assist with enabling this workflow for your organization. If you would like to move forward, please contact your account owner, and we will work with you to coordinate the needed logistics.

Thank you again for your continued patience and flexibility as we work to bring the service back online. We will continue to provide updates on future phases of the restoration. If you have any questions at this time, please contact your account owner.

If you haven’t already, please subscribe to this status page to receive updates.

Posted Jul 09, 2024 - 13:09 EDT

Update

Dear valued customer,

We’re excited to share that the first phase of the restored ConnectOnCall platform is launching tomorrow, July 9.

Our team is ready to assist with enabling this workflow for your organization. If you would like to move forward, please contact your account owner, and we will work with you to coordinate the needed logistics.

As a reminder, the description of the workflow and functionality available in phase one is included below.

Caller Experience
o The caller experience will be restored. Callers will be able to call in, navigate your existing call tree, and leave both urgent and non-urgent messages.

Urgent Messages & Provider Notifications
o Urgent messages will trigger an alert to the on-call provider designated on your on-call calendar.
o The on-call provider will be notified of urgent messages via phone call, SMS, and email notifications.

Urgent Message Review
o The on-call provider will be able to review urgent messages by dialing a phone number and entering a PIN, much like a traditional voicemail.
o After reviewing the message, providers will have the options to: 1) Call the patient back, with the provider's number hidden; and 2) Document the call, either by dictating a message for transcription or selecting a quick-pick option via key press. Staff can later access these providers’ notes via the report described below.

Staff Message Review
o In the morning of each business day, the Phreesia team will securely share a report of all urgent and non-urgent messages received since the previous report.

On-Call Schedule Management
o Clients can update their call schedule at any time by contacting the Phreesia team.

Please note that the web application and the mobile application will not be available in this phase.

Thank you again for your continued patience and flexibility as we work to bring the service back online. We will continue to provide updates on future phases of the restoration. If you have any questions at this time, please contact your account owner.

If you haven’t already, please subscribe to this status page to receive updates.

Posted Jul 08, 2024 - 17:22 EDT

Update

Dear valued customer,

We continue to anticipate launching the first phase of the ConnectOnCall restoration early this month, and we will share additional updates as the launch gets closer.

As we mentioned last week, the following is a description of the workflow and functionality that will be included in phase one of the restoration:

Caller Experience
o The caller experience will be restored. Callers will be able to call in, navigate your existing call tree, and leave both urgent and non-urgent messages.

Urgent Messages & Provider Notifications
o Urgent messages will trigger an alert to the on-call provider designated on your on-call calendar.
o The on-call provider will be notified of urgent messages via phone call, SMS, and email notifications.

Urgent Message Review
o The on-call provider will be able to review urgent messages by dialing a phone number and entering a PIN, much like a traditional voicemail.
o After reviewing the message, providers will have the options to: 1) Call the patient back, with the provider's number hidden; and 2) Document the call, either by dictating a message for transcription or selecting a quick-pick option via key press. Staff can later access these providers’ notes via the report described below.

Staff Message Review
o In the morning of each business day, the Phreesia team will securely share a report of all urgent and non-urgent messages received since the previous report.

On-Call Schedule Management
o Clients can update their call schedule at any time by contacting the Phreesia team.

If you would like to move forward with enabling this workflow for your organization or would like more information, please reach out to your account owner. A member of our team will be in touch to gather the necessary information for implementation and provide additional guidance. Please note that the web application and the mobile application will not be available in this phase of the restoration process.

Thank you again for your continued patience and flexibility as we work to bring the service back online. We will continue to provide updates on phase one and future phases of the restoration.

If you have questions at this time, please contact your account owner. If you haven’t already, please subscribe to this status page to receive updates.

Posted Jul 03, 2024 - 11:25 EDT

Update

Dear valued customer,

As we mentioned last week, we anticipate launching the first phase of the ConnectOnCall restoration in early July, and we intend to share additional updates as the launch gets closer.

The following is a description of the workflow and functionality that will be included in phase one of the restoration:

Caller Experience
o The caller experience will be restored. Callers will be able to call in, navigate your existing call tree, and leave both urgent and non-urgent messages.

Urgent Messages & Provider Notifications
o Urgent messages will trigger an alert to the on-call provider designated on your on-call calendar.
o The on-call provider will be notified of urgent messages via phone call, SMS, and email notifications.

Urgent Message Review
o The on-call provider will be able to review urgent messages by dialing a phone number and entering a PIN, much like a traditional voicemail.
o After reviewing the message, providers will have the options to: 1) Call the patient back, with the provider's number hidden; and 2) Document the call, either by dictating a message for transcription or selecting a quick-pick option via key press. Staff can later access these providers’ notes via the report described below.

Staff Message Review
o In the morning of each business day, the Phreesia team will securely share a report of all urgent and non-urgent messages received since the previous report.

On-Call Schedule Management
o Clients can update their call schedule at any time by contacting the Phreesia team.

If you would like to move forward with enabling this workflow for your organization or would like more information, please reach out to your account owner. A member of our team will be in touch to gather the necessary information for implementation and provide additional guidance. Please note that the web application and the mobile application will not be available in this phase of the restoration process.

Thank you again for your continued patience and flexibility as we work to bring the service back online. We will continue to provide updates on phase one and future phases of the restoration.

If you have questions at this time, please contact your account owner. If you haven’t already, please subscribe to this status page to receive updates.

Posted Jun 27, 2024 - 15:33 EDT

Update

Dear valued customer,

As we previously shared, the security incident affecting the ConnectOnCall service has been contained and the investigation into the impact on the data held in the ConnectOnCall system is ongoing.

We have an important update. We’re pleased to share that we are preparing to start a phased restoration of the ConnectOnCall service in a new, secure environment. The first phase, which will provide call routing, escalating calls and SMS notifications, and private-reply options for providers, is expected to be available in early July.

No action is needed on your part at this time. We will provide more information on timing, functionality and next steps ahead of the go-live date.

We will continue to offer an automated call-routing solution after the partial restoration of the ConnectOnCall service is available, which you may opt to use if you prefer. Billing for ConnectOnCall will remain paused during this partial restoration.

Thank you again for your continued patience and flexibility as we navigate this incident and work to bring the service back online. We will continue to share updates on this initial phase of restoration, as well as future phases. If you have any questions at this time, please contact your account owner.

If you haven’t already, please subscribe to this status page to receive updates.

Posted Jun 18, 2024 - 15:23 EDT

Update

Dear valued customer,

Thank you for your continued patience and understanding as we work to restore the ConnectOnCall service. As we previously shared, the security incident affecting the ConnectOnCall service has been contained. The investigation into the impact on the data held in the ConnectOnCall system is ongoing, and we will provide updates as appropriate.

We are offering an automated call-routing solution to support your organization while the ConnectOnCall service is unavailable. Please reach out to your account owner for details.

We are working to have the service restored in a new environment as soon as feasible, and we will continue to provide you with relevant updates as we have them. If you haven’t already, please subscribe to this status page to receive updates.

Posted Jun 14, 2024 - 13:56 EDT

Update

Dear valued customer,

As we shared last week, we have completed a thorough forensic investigation and the incident has been contained. We have enhanced our security monitoring, and we have seen no evidence of ongoing threat actor activity since we identified this issue on May 12, 2024. Our other products and services remain fully operational and were not affected.

The investigation into the impact on the data held in the ConnectOnCall system is ongoing, and we will provide relevant updates as appropriate.

We are continuing to offer an automated call-routing solution to support your organization while the ConnectOnCall service is unavailable. Please reach out to your account owner for details.

Our team is diligently working to restore the ConnectOnCall service in a new environment as soon as is feasible, and we appreciate your continued patience.

We will continue to provide you with relevant updates as we have them. Please be sure to subscribe to this status page to receive updates.

Posted Jun 07, 2024 - 15:55 EDT

Update

Dear valued customer,

We want to share an update on the ConnectOnCall service.

• We have completed a thorough forensic investigation and can confirm the incident is currently contained and that we have seen no evidence of ongoing threat actor activity since we identified this issue on May 12, 2024. Our other products and services remain fully operational and were not affected.
• We are continuing to investigate the impact to the data held in the ConnectOnCall system. We will provide relevant updates as appropriate.
• We have added additional tools to enhance our security monitoring and bolster our ability to detect, alert and respond to suspicious activities.

As we shared before, we are offering an automated call-routing solution to support your organization while the ConnectOnCall service is unavailable. Please reach out to your account owner for details.

Our team is committed to restoring the ConnectOnCall service in a new environment as soon as is feasible, and we are deploying dedicated resources to this effort. We regret any inconvenience this incident may have caused, and we appreciate your continued patience as we work to restore service.

We will continue to provide you with relevant updates as we have them. Please be sure to subscribe to this status page to receive updates.

Posted May 31, 2024 - 12:35 EDT

Update

As we head into the holiday weekend, we want you to assure you that our teams are continuing to work hard to restore the ConnectOnCall service, which has been unavailable since May 12 when a cybercriminal accessed the ConnectOnCall environment. We will share an estimated timeline when we have more information.

As we shared before, we are offering an automated call-routing solution to support your organization while ConnectOnCall service is unavailable. Please reach out to your account owner for details.

Additionally, we have paused billing for ConnectOnCall.

We know how important ConnectOnCall is to you and your patients, and we sincerely regret any impact from this incident.

We will continue to provide you with relevant updates as we have them. Please be sure to subscribe to the ConnectOnCall status page to receive updates.

Posted May 24, 2024 - 14:19 EDT

Update

We want to provide an update on the security incident involving the ConnectOnCall application.

As we shared with you last week, on May 12, 2024, we observed a service disruption to the ConnectOnCall application. While investigating this matter, we determined that a cybercriminal had gained access to the ConnectOnCall environment.

Although our investigation is ongoing, our teams are working diligently to restore the service. We will share an updated estimated timeline when we have more information.

We know that you depend on the ConnectOnCall service as an essential part of your business, and we want to ensure you have the services you need to continue to deliver the best possible patient care. While ConnectOnCall is unavailable, we are offering an automated call-routing solution to support your organization. Please reach out to your account owner for details.

Additionally, we have paused billing for the ConnectOnCall service.

We will continue to provide you with relevant updates as we have them. Please be sure to subscribe to the ConnectOnCall status page to receive updates.

Thank you for being a ConnectOnCall customer. We appreciate your patience and flexibility as we work to restore service.

Posted May 20, 2024 - 18:58 EDT

Update

As we communicated with you earlier this week, on May 12, 2024, we observed a service disruption with the ConnectOnCall app. While investigating this matter, we determined that a cybercriminal had gained access to the ConnectOnCall environment.

We know that you depend on the ConnectOnCall service as an essential part of your business, and we’re working diligently to restore the service as quickly as possible while our investigation is ongoing. While we hoped to have ConnectOnCall back up within a week, we have determined it will take more time to securely restore the service. We will share an updated estimated timeline when we have more information.

We want to ensure you have the services you need to continue to deliver the best possible patient care. We are offering an automated call routing solution and have additional back-up solutions that we can help you implement. Please reach out to your account owner for details.
Additionally, we have paused billing for the ConnectOnCall service.

We regret any impact this incident may cause and recognize the importance of this service for your organization and your patients. We will continue to provide you with relevant updates as we have them. Please be sure to subscribe to the ConnectOnCall status page to receive updates.

Thank you for being a ConnectOnCall customer and for your patience and flexibility as we work to restore service.

Posted May 16, 2024 - 20:10 EDT

Identified

On May 12, 2024, we observed a service disruption with the ConnectOnCall app. While investigating this matter, we determined that a cybercriminal had gained access to the ConnectOnCall environment. Although our investigation remains ongoing, we wanted to alert you to this matter as part of our commitment to transparency with our clients.

Data security is a top priority at Phreesia. We are working diligently to investigate and resolve this matter and assess the potential impact. We have engaged with law enforcement, and we are working with a third-party cybersecurity firm and other experts to support our investigation.
The ConnectOnCall service remains offline as we continue our investigation. Based on our investigation to date, we currently have no evidence that our other services have been affected, including our patient intake platform.

We are working toward restoring the ConnectOnCall service in a completely new environment that we have been developing since we acquired ConnectOnCall last year.

We understand the importance of ConnectOnCall to your business, and we are actively working to restore ConnectOnCall service as quickly as possible. We hope to have the service available within a week. In the interim, your organization should plan to make alternative arrangements. We will continue to provide you with relevant updates as we have them. Please be sure to subscribe to the ConnectOnCall status page to receive updates.

Posted May 14, 2024 - 21:49 EDT

Update

Investigating- We are continuing to investigate the issue impacting ConnectOnCall and are working diligently to address this matter. At this time, we do not have an estimated time for resolution, but we are working to restore this service as quickly as possible and hope to have the service available by the end of the week. We understand and sincerely apologize for any inconvenience. We are working to identify an alternative solution for ConnectOnCall clients, but in the interim, your organization should plan to make your own alternative arrangements. We will continue to provide relevant updates on this page as we have them.

Please be sure to subscribe to this status page to receive updates.

Posted May 13, 2024 - 19:54 EDT

Investigating

Investigating - Our Engineering team is continuing to diagnose this issue.

Currently when a patient is calling into their practice’s On-Call provider, the patient is unable to connect to leave a message. As we work to diagnose the issue, we’ve added a message that will be played for patients calling, so that they are aware that they cannot connect with their On-Call provider at this time.

We apologize for the impact this issue is having on your practice and patients; we understand how important this service is to you. We will continue to provide updates on this page as we have them.

Posted May 13, 2024 - 11:39 EDT

This incident affected: ConnectOnCall.