The BE Connector application is a native Windows application. Most healthcare businesses use a Practice Management System (PMS) to manage their patients. The BE Connector application helps integrate the PMS and our system so that review requests are automatically sent to patients after their appointment is complete.

The installation and setup process is driven by an intuitive wizard. To set up the integration, you first have to download and install the app on the machine that has access to the PMS. Once the integration is complete, the BE Connector will start pulling data from the PMS and send the data to the server for further processing. Review requests are sent as per the configurations and preferences set by the business.

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We do not have a partnership with this integration. Please do not contact their support team for any technical or configurational issues.

To install BE Connector on your system, you need the information listed below:

Begin by running the BE Setup.exe file. Click here to download the file.

Alternate link: Click here.

When file download is complete, run BE Setup.exe in administrator mode. To select an installation folder, click the ‘Browse’ button. Now, click on the ‘Install’ button to begin the installation process.

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If BE Connector is detected on your computer, you will be asked for reinstallation. Click on the ‘Ok’ button to reinstall it. Click on the ‘Cancel’ button to exit the installation.

The green bar at the bottom of the pop-up shows the progress of the installation.

Once the installation is complete, the admin tool will be automatically launched.

Auto-update will also begin if you install an older version of the application. In other cases, the application will check for updates periodically once every day after executing the service. Click on the ‘More details’ button to see the ongoing update status. You will be able to see the progress while the application is pulling in the latest updates. If the application is updated, no updates will be available to install.

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Make sure that the BE Connector installation folder is added to the 'Exceptions' list of the antivirus software installed on the system. If the BE Connector folder is not whitelisted, the antivirus will remove files from the BE Connector installation folder and corrupt the setup file. This step needs to be performed after completing the installation and before logging in to BE Connector.

Add BE Connector installation folder to Windows defender’s exclusions list. For more information, visit the link below:

https://winaero.com/exclusions-windows-defender-windows-10/

Make sure that the BE Connector installation folder is whitelisted by adding it to the 'Exceptions' list of the antivirus software installed on your system. If it is not whitelisted, the antivirus can remove files from the BE Connector installation folder and corrupt the setup file.

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This step needs to be performed after completing the installation and before logging in to BE Connector.

As soon as the application is updated, you will be redirected to the login window. You need to enter the ‘Business ID’.

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If the business ID was registered in the past, or there is an active installation already on the server, you can either recover the old settings or initiate a new installation.

In case you choose a fresh installation, BEC will ask for login details. Fill in your ‘Username’, and ‘Password’ in the respective fields and click on the ‘Login’ button.

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The ‘Business ID’ should be the client’s Business ID (It will be reflected on the next screen automatically).

If a Business Associate Agreement (BAA) is not signed for your business, you will be prompted to sign the BAA within the application.

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This screen will not appear if the BAA has already been signed.

Covered entity, address, state, country, and zipcode: refers to the company name with an address, state, country, and zip code.

An official email address: can be the email address of the owner or of the business.

The legal signee's full name: can be the owner or the one who is on the call while signing the BAA (we keep the owner's name when their IT team phones us).

The legal signee's job title: can be owner, office manager, doctor, receptionist, etc.

Mail recipient’s email list: [A Non Mandatory field]. This field will only contain email addresses, and if there are multiple addresses, only a comma should be used as a separator.

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If this recipient list is received from BEConnector, BAA Email will be sent to these emails, similarly to how we provide the Signee Email. If the text box is left blank, we will send a BAA email to all account owners.

The client must confirm his consent by providing a digital signature and clicking on the ‘Accept’ button.

The client must ensure correct details are in this form before they sign it, and the terms and conditions checkbox is checked before clicking on the ‘Accept’ button.

If the recipient's email list is provided, then we send emails to the recipient's list, else we send a confirmation mail to all the business owners. The signed agreement will be uploaded on Salesforce under the main business.

Once you have logged in to the BE Connector application, click on the ‘Setup Connection’ button to start the connection set-up process.

Now, you will be redirected to a page where you have to enter the connection details. After entering the details, click on the ‘Verify’ button.

There are three sections detailed below:

Here you can add details related to PMS such as the PMS installed, its version, user access details, and more. Note that different PMS require different connection details.

Now to start the setup, select the name of the installed PMS from the drop-down list of ‘Integration’.

By-default, the PMS version, server and database details are auto-detected. In case auto detection fails, this information must be provided by the client.

In case the auto-detection fails, follow the steps detailed below:

It includes your Business ID and API Key. You can find these details on the 'Developers' page under the 'Account' tab on the left navigation rail.

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‘Business Detail Confirmation’ dialog box

Verify the business details as shown. If the details are correct, select the checkbox present at the bottom of the dialog and click ‘Next’. If the business details are not correct, click ‘Back’ and then start BE Connector with the correct business ID."

This step checks for the business type (SMB or Enterprise) and registers the business ID and machine on the BE Server accordingly. This step also verifies existing server entry of the same business. The user does not need to provide any input here.

Once you fill in all the details, click on the ‘Verify’ button for the application to validate the details. The application will test the connection by pulling and pushing three most recent contacts if the business number provided is ‘location business number’. For enterprise accounts, you need to set up individual locations.

CASE: Integration is already created with different uuid

This error occurs when an already configured BE Connector is moved from one machine to another. Proceeding to which the connector uses the machine’s unique ID as a check. In such cases, the second machine will display the below mentioned pop-up once the ‘Verify’ button is clicked. By clicking on ‘Yes’ the connector will overwrite the previous machine’s unique ID with the current one.

These messages are displayed in ‘Green’ or ‘Red’ up on clicking the ‘Verify’ button. Sometimes, the messages exceed beyond the visible area on the screen. You can now view the entire message by double-clicking the displayed message.

Copy to Clipboard

Click on this button to copy the message to Windows clipboard and paste it (using Ctrl+V) wherever it’s required.

After the connection is successfully verified, the connector will automatically detect if it is an enterprise account or a single location account:

The system will then verify the details. Upon successful verification, you can view the success notifications under the ‘Connection with Integration’ and ‘BE Server connection’ sections. As mentioned earlier, if the detected ‘Business ID’ belongs to a single-location account, the setup will be successfully established between the PMS and our system. Now, you can click on the ‘Back to main menu’ button.

If you wish to view the test results, click on the ‘See test results’ button at the bottom. You can test it further by sending ‘Review requests’ to these test results by clicking on the ‘Send review requests’ button.

If the Business ID detected is an enterprise account, you will view the ‘Map locations to practices’ button. Click on the button to configure practice and provider details.

Upon clicking on the ‘Map locations to practices’ button, the user is asked to map the practice and the provider IDs. To map the practice ID and provider ID for a given location, navigate to the location under ‘Locations’ tab. Click on the corresponding drop-down menu under ‘Practices & providers’ tab and select the desired option. Once the location is successfully mapped with a practice ID and a provider ID, you can see a ‘green’ tick next to the location.

There are a few indicators to represent the status of each mapping:

‘View details’ button for Grey Ticks

For locations which are previously mapped with a practice/provider ID via some other connector, you can view the details of the connection by clicking on the ‘View details’ button.

‘See test results’ for Green Ticks

For locations which are successfully mapped, you can view the test results by clicking on the ‘See test results’ button to test each location and send review requests. You can test it further by sending ‘Review requests’ to these test results by clicking on the ‘Send review request’ button.

If the connection is successful for at least one location, a success message will appear under the ‘Setup connection’ button.

If there is an error in the credentials you have entered or not a single location is mapped successfully, the connection cannot be established. In such a case, you will be asked to setup the connection once again.

Once the connection is set, you can set up advanced filters for an enterprise or single-location account. Click on the ‘Setup filters’ button under the ‘Setup advanced filters’ section to proceed.

When you click on the link, you will be asked to select the appointment statuses for which you want to allow the contact to check-in. By default, the connector smartly selects the appropriate appointment status. For example, statuses like ‘cancelled’ and ‘rescheduled’ are deselected by default.

While setting up advanced filters, a comprehensive list of appointment statuses is automatically pulled from the PMS and displayed on the BE Connector when the connection is successful.

Modify the selection as per your requirements and click on the ‘Save’ button. The selected options will be highlighted in ‘Green’.

(This image is for reference purposes only. Actual filters will be different and will be integration-specific)

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A user will have the ability to customize Appointment statuses. All such statuses will be visible in the above screen. So, ask the user beforehand about the filter(s) that needs to be selected.

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This functionality is available for SMBs only.

It will allow the user to create filters in line with the location filters (Eg: Practice/Provider) which means you can choose to allow sending review requests for certain providers or practices for SMB too. This functionality was earlier available for enterprise businesses only.

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Unlike enterprises, this is an optional step for SMBs. For enterprises, these steps should be mandatorily followed. To proceed, follow the steps detailed for enterprise.
There would always be a single location listed in the location filter window i.e. with the same business number as that of SMB.

Many times, clients want us to provide filtration for customised fields or any specific criteria (e.g procedure codes). BE Connector provides this facility via ”Campaign”. To know how to use campaigns for this, please visit this link. BEConnector- Basic troubleshooting guide

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Currently only procedure codes are being enabled for all. Its custom field name is “pms_appointment_procedure_code”. For any other field, support can ask engineering to build support.

Additional custom fields-

“chair_name”- chair person for dolphin appointments
“chair_id”- chair id for dolphin appointments

Once this step is successfully completed, you can move on to the next step to configure how you would like to schedule the review requests to go out. Begin by clicking on the ‘Configure scheduling’ button.

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Here you have the option to customize and schedule the application’s operational settings. You can select the days when you would like the application to run. This can be done by simply checking the square boxes beside the day’s name.

You can then select the start time of the application and the interval between each runtime. The application will auto-detect the time zone. The ‘Next run time’ indicates when the application will next run. You will also have the option to set the ‘Number of retries’ in case of failure, and the ‘interval (in minutes)’ between each retry.

‘Enable nightly sync’ - By default, the BE Connector switches to hibernate mode during night (08:00 PM to 08:00 AM). Enabling this option would make BE Connector active during night as well. If this option is not selected, BE Connector would not carry out any activity between 8 PM to 8 AM.

Once you have selected all settings, click on the ‘Save’ button to save your preferences.

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Minimum time span between two executions is 1 hour. You cannot select a time-span less than an hour to pull/push the operation.

Click on the ‘Cancel’ button to cancel any unsaved changes and close the configuration screen.

You can view a success message at the bottom if the settings are successfully saved. The ‘Reset to default settings’ option on the bottom left of the page will help you configure default settings. In such a case, the application will execute daily at 5:00 PM, with settings ‘24’ Hours, ’0’ minutes, 3 retries and 2 minutes of interval time in case of failure.

‘IST’ is an abbreviation for Indian Standard Time. It is the time zone of the local machine.

The ‘Reset to default settings’ are the best practices for scheduling.

Give ‘sysadmin’ access to all the users with ‘NT AUTHORITY\’ as initials. For example, ‘NT AUTHORITY\SYSTEM’ or ‘NT AUTHORITY\ANONYMOUS LOGON’. For more information, follow steps detailed here.

After you have configured the scheduling and other integration settings. The next step is to configure the contact triggers. To begin, click on the 'Setup Triggers' button.

Enabling the daily appointment trigger will allow BE Connector to check in daily contacts. It is enabled by default and cannot be edited.

If you have to reconfigure something, you can re-login to BE connector using the same business ID. The user can set up an entirely new business too.

Case: Setting a different business ID on an existing BE Connector setup.

In case BE Connector is already setup on a machine and you need to change the business ID, the user must login with the new business ID.
The reason is that the Configuration Screen doesn’t allow the user to enter random business ID.

After login, BE connector verifies the connection with PMS as well as BE server. If the connection is successful, you will see the following message.

Now, you can change any information and proceed accordingly.

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The older settings will be permanently overwritten with the new settings on BE Connector. So, the user needs to be sure about input provided on any of the configuration screens.

Case: “Invalid API key” due to upsell.

When a business is upsold, its API key may change against the existing business ID. As this API key is necessary to authenticate for BE Connector, this causes the error mentioned above.

In this case, the BE connector needs to be re-configured with the correct pair of business ID and API key. The support team must log in to the machine and change the business ID/API key. This should be done if either the API key needs to be updated, or both business ID and API key.

Steps:
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For update location properties, please visit the document - BE-Connector - Update Location Properties

In case you want to uninstall the application, navigate to the control panel of your computer, and select the 'BE Connector' application and double-click on it.

On the next pop-up, you will be able to see the following options:

On selecting this option, all the BEC components will be removed from the client’s machine, leaving the integration active in the backend.

If you wish to place a request for deactivation of the Integration after uninstalling it, click on the ‘Uninstall & Deactivate Integration’ button. Upon clicking this button, BE Connector’s all components will be removed from the client's machine and the integration will be disabled from the backend.

Now, when you attempt to reinstall the BE Connector setup, the recovery option that pulls all information from the backend won't prepopulate the integration properties, the integration properties will be deactivated against the particular office from the backend!

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Use this option if you don't want to reinstall BEC on the same machine for the same business.

Once the application is successfully uninstalled, you will see the following screen with a success message. Click on the 'OK' button to complete the uninstall process.

In case there is a new update on S3 server of BE Connector, an ‘Update Available’ button will be visible on the setup screen. Click on the button to download and install the latest updates.

[Scope- This option is provided to reduce the support team’s response time for already set up businesses, in the case of an engineering-level issue. It will reduce their response time against a patch to almost ‘0’ hours. In the case of a patch deployed on S3 server, the support team can immediately contact the business, click this button and deploy the latest files on the client’s machine. Earlier only BE window service could take the update at the start of a new day and it was increasing the response time additionally by 24 hours.]

This app is designed to provide basic information on the health of BE Connector as well as allow users to fix the integration settings without having to login to the BE Connector Admin tool. By default, it will not be visible and will be present in the system tray with the icon

. You can open this by

Once you click:

Information for each label of the ‘Status’ tab:

Integration: Displays the name of the integration/CRM with the version of CRM, which was defined during the integration setup.

Current Version: Refers to the current version of the BE Connector installed on the machine.

Last Updated On: This shows the date and time when the BE Connector was last updated.

Integration Connectivity: You will view two possible values for this field:

BE Server Status: You will view two possible values for this field:

Last Checkin Sent On: Displays the date and time of the last contact check-in on the BE Connector.

Last Executed Cycle: This refers to the date and time when the BE Connector was the last run to execute the cycle.

Last Error: It shows the last error created on the BE Connector.

Broken integration is monitored and notified once a day between 10-11 am machine time on which BE Connector is installed.

If it is not running, this is launched by BEIASystemTray.exe present in the installation folder.

How to identify if BE Connector is not running?

To identify, look into the system tray menu if you are unable to view the BE Connector watch icon that resembles BE Connector is not running.

How to run it?

This error appears when you open a BEC admin tool that’s already setup. BEC checks with the BE server and the server responds that the integration is no longer active on the server.

The possible reasons are detailed below:

Solution

This error indicates that there is a mismatch between the server and client machine, and one should proceed with a caution before moving forward with the setup. You can click on the ‘Verify’ button to re-setup this machine, that will tie up the business ID with the current machine. Concurrently It will cause other machines with the same business ID to be invalidated.

For all common errors, please visit the document BEConnector- Basic troubleshooting guide

'NT AUTHORITY\SYSTEM': This error can be with this same user name or it may be any other user.
This error occurs if the current user does not have rights to access the database. To solve this issue, you would need to grant access to the user.

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Only a user with administrative rights on the ‘MS SQL Server’ would be able to do it.

This error may occur when you click on ‘Verify’ or daily pull-push activities. It indicates that the current user is valid but not authorized to access the Dolphin Management database with full rights. Also, the currently mentioned user does not have rights to alter/modify his own permissions. The solution is to use a SQL server account which has admin privileges.