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Overview

The EXDOC^e Email module enables Email to be sent and received by the practice.

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IMAP Option for Incoming Email

EXACT historically used the POP protocol for Email, but from v12.7 the IMAP protocol is optional for incoming Email.

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The Internet Message Access Protocol (IMAP) is a more feature-rich mail protocol used for accessing email on a remote web server from a local client. It stores email messages on the mail server, but allows the end user to view and manipulate the messages as though they were stored locally on the end user's computing devices. Copies of messages and attachments are transferred to an email client only on request, but the originals always reside on the mail server.

Requirements

• EXACT v12.7 or later

To configure IMAP Email in EXACT

1. Select Configure > Email Parameters to open the Email Setup wizard.
2. Select Next>, then Next> again.
3. In the Account Details page of the wizard, do the following:
   • Replace pop with imap
   • Accept the default IMAP port 993, or assign a different port number if required
   • Tick the Use IMAP checkbox Incoming
     (if you leave this unchecked EXACT will continue to use pop3)

   

4. Select Next> until the last screen of the wizard displays, then select Finish.

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Email Service Enhancements

From EXACT v12.8 the Email Service is located only on the dental practice server. It runs automatically for server and all workstations, even if your practice previously had manual-start settings, so your practice requires software and hardware that enables automatic connection to the Internet.

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• Email transmission is more reliable.
• Any practitioner can monitor the email service status (functioning or not functioning) within EXACT:
  • EXACT notifies practitioners if emails are not being sent.
  • Any practitioner can restart the email service from within EXACT.

    - This restart applies to all workstations.

• The Email Setup Wizard is simpler and includes more intuitive settings for controlling the rate of emails being sent from the practice (to mitigate against Internet Service Providers identifying bulk emails as automated spam).

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• The email service installation files are no longer included in the EXACT workstation installer.
• The email service is set to automatically launch on the server, even if your practice previously manually ran the service.

  The Configure > Email Parameters... Email Setup Wizard has a server connection statement:

  "You should ensure that the server has the necessary hardware and software to connect to the internet."

  

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It writes to the database(s) that it services each time that it passes this test. If the test fails (but the service is still running) it also writes the diagnostic log information back to the database.

Each EXACT workstation silently checks that these regular check-ins are occurring. So long as the email service is functioning correctly, the workstation displays a non-flashing status indicator whose tooltip states that the service is operating normally:

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• No dial up Internet options.
• The Test button tests the currently running email service, rather than just the ISP credentials. This provides an improved indication of whether the current configuration is correct at setup time.
• To reduce the chances of an Internet Service Provider (ISP) flagging an EXACT account as sending spam, the Email Setup Wizard includes a constraint on the rate of emails being sent per minute. By default this is 40 emails per minute, but you can change this interval up or down as required.

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1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

   

2. Hover your cursor over the cursor for a tooltip message.

   
   

   You will see one of these statuses:

   

   
   

   NOTE: From change of status to the display of that status change may take up to 15 minuites.

   
   

3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

   

   
   

4. Read the message and then click the Restart Email Service button.
5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.

Email Configuration

NOTES:

Email configuration changed in EXACT v12.8, from when Email is only configured on the practice server (not on workstations) - see Email Service Enhancements in v12.8 .
A patient's Email address is stored within the Details Tab of the Patient file.
Similarly, the Email addresses for providers are entered/stored in the provider file, and those for specialists in the Specialist file.
Email can be sent from anywhere the button is available on the Toolbar, including the patient file and various locations in the appointment book, including the Follow Up Tab, Cancels Tab, Contact Lists and Arrivals Tab.

IMPORTANT: Some areas of Email configuration require a reasonable level of computer knowledge and expertise. Please contact SOEI Support if you are uncertain about any of the instructions in the following sections.

Email Parameters

IMPORTANT! IT information required: Before you begin the procedure below, check through the settings and ask your IT Systems Administrator or your ISP for any details that you may require.

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• You understand it.
• You can confirm that your anti-virus program has the capability to scan email attachments before they are opened.
• Your practice will regularly update the anti-virus program.

Important notes to avoid virus infection of your practice:

• If your anti-virus program cannot scan emails before saving, you risk virus infection by selecting this option.
• Keep your anti-virus program updated, or it may fail to recognise and deal with new viruses.

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NOTE: The following is applicable ONLY if EXDOC^e is registered.

The full Credentials Test is part of the Configuring Email Parameters (Email Parameters, Configure Email and SMS Parameters):

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1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

   

2. Hover your cursor over the cursor for a tooltip message.

   
   

   You will see one of these statuses:

   

   
   

   NOTE: From change of status to the display of that status change may take up to 15 minuites.

   
   

3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

   

   
   

4. Read the message and then click the Restart Email Service button.
5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.

To troubleshoot Email errors

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1. Run the email setup wizard, and run the email server Test Credentials to report any problems

   See Configuring Email and SMS Parameters (Email Parameters, Configure Email and SMS Parameters)

   

   EXACT will immediately display an error message if there is a test failure. For example:

   

2. Check that the email server addresses in the wizard are correct:
   • Open a command line (ms-dos prompt), by clicking on the ‘Start’ menu, choosing ‘Run’, typing ‘CMD’ and clicking .
   • Type in ‘ping IncomingMailServer’; where IncomingMailServer is the name that appears in the email parameters dialog box.
   • Press and the server will either reply or display an error message.
   • Repeat this step for the Outgoing Mail Server. Press and the server will either reply or display an error message.
3. If the server fails to reply, there is a problem with the ISP or you do not have the correct name/address for the server.
4. Other email clients may take incoming mail that is intended for EXACT Dental. Make sure all other clients are closed.
5. Verify that the service for the Email Server is running. If it is, shutdown and restart it using the Email Server Administrator application on the desktop.
6. Verify that the ‘Check for new mail between’ times specified in the Email Parameters window are valid and allow mail at this time.
7. Force the Email Server application to send and receive mail by right-clicking on the email server icon in the System Tray (lower right corner of the Task Bar) and selecting ‘Send\Receive Now’:

   

8. Try using another email client (i.e. Microsoft Outlook) to verify that Windows is correctly configured to receive mail, as there could be problems with the Internet connection or Internet provider.
9. For further information, contact the ISP or the facility’s hardware technician.

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Most Dutch practices don't use incoming Email, but before v12.9 didn't have a way to disable it, causing EXACT to report incoming Email errors and display a blinking red cross.

EXACT v12.9 (and later) has an option to disable it in Configure > Email Parameters > Email Setup Wizard > Account Details screen.

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• Once the Incoming Email is disabled the option to modify their Incoming Email Server details will be disabled / greyed out, but the previous values that were there are retained.
• After the wizard has completed successfully with the setting change the practice will no longer receive Emails into their Inbox.
• The practice will not see a flashing error notification when the Incoming Email details are incorrect.
• Outgoing Emails will still send out correctly.
• The restriction will apply to both pop3 and IMAP Email configurations.
• On subsequent upgrades EXACT will respect this disabled setting.

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• Emails will start appearing in the practice Inbox as normal.
• The Inbox will retroactively fill with Emails that were missed during the disabled period.
• On subsequent upgrades EXACT will respect this enabled setting.

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A special type of template is an email signature template.

Configure this in the email parameters Automated appointment reminders (Configuring Automatic Appointment Reminders) to be used when practitioners create an email message without using an email template - in this case the signature will be automatically appended to the message as a signature or footer containing the practice's registered details.

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You may wish to add a standard legal disclaimer to the signature template. For example:

"This email contains confidential information for the addressee only. Any views or opinions presented are solely those of the author. If you are not the intended recipient, please notify the sender immediately. You should not use, disclose, distribute or copy this communication if received in error."

Creating a Standard Email Template

1. Select Configure > Email Templates to open the Email Template File.
2. Click the +1 button to open the Add Email Template window:

   

3. Type a unique Code for this template (e.g. APPTREM)
4. Type a description of the Template (e.g. Appointment Reminder)
5. Click in the body of the window and type the text message, including the Dental fields using the correct format.
6. To add merge fields (for auto-replaceable text), click the View Merge Fields button at the bottom of the screen. Tthis will display the Letter Merge Fields window:

   

   Note that you can filter this list for related merge fields by selecting from the drop-down filter list at the bottom of the window:

   

7. To get the merge field into the document, use the clipboard as follows:
   1. Highlight the merge field(s) that you require (you can use CTRL-Click or SHIFT-Click for multiple selection)
   2. Press CTRL-C on the keyboard, or click the Copy Field(s) to Clipboard button to copy the field(s) to the clipboard
   3. Position the mouse cursor in the document or template at the point where you want the merge field(s) to be inserted.
   4. Press CTRL-V or RightClick>Paste to insert the clipboard content.
8. Close the Letter Merge Fields window by means of the X button .
9. When finished creating the template, select OK to save it.

To Create a Signature Template

A signature template can be used in situations where you do not wish to use a template for an email message, but need to have a standard signature.

Although the signature template is set up in the same way as an ordinary template, once configured in the Email Parameters (Email Parameters, Configure Email and SMS Parameters) screen it does not need to be selected, but can be applied whenever an email message is created, by clicking the Include Email Signature button.

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1. Select Configure > Email Templates to open the Email Templates file.

   You can also create a template using the Presentation Manager.

2. In the Email Templates file, click the +1 button to create a new template:

   

   1. Code - Type a unique code for this template.
   2. Description - Type a description of the Template so that others can see what it is.
   3. Body - Click in the body of the window and begin typing the text including the Dental fields using the correct format. You might want to add a standard disclaimer statement similar to the following example:

      "This e-mail contains confidential information for the addressee only. Any views or opinions presented are solely those of the author. If you are not the intended recipient, please notify the sender immediately. You should not use, disclose, distribute or copy this communication if received in error."

   4. Merge Fields - To add merge fields (for replaceable text), click the View Merge Fields button at the bottom of the screen; this will display the Letter Merge Fields window:

   

   Shorten this list by selecting a filter (a subset) of related merge fields using the drop-down list at the bottom of the window:

   

   
   

   1. You can copy fields from the Letter Merge Fields window into the destination document (Word, Presentation Manager, the Template window) by means of the clipboard, as follows:

      - Highlight the merge field(s) you require: Use Ctrl-Click to select individual fields or use Shift-Click to select a range of fields.

      - Copy the selected fields: Press Ctrl-C on the keyboard or click the Copy Field(s) to Clipboard button.

      - Position the mouse cursor in the document or template at the point where you want the merge field(s) to be inserted.

      - Paste the merge fields by means of Ctrl-V, or right-click > Paste.

3. When the Letter Merge Fields window is no longer required, close it by means of the X button .
4. When you have finished creating the template, click the OK button to save.
5. Go into the Email Parameters (Email Parameters, Configure Email and SMS Parameters) window in the Configure menu, and select your new signature template in the Email Signature field.

   NOTE:
   By default, the View as HTML format option for email is turned off for all users apart from those with super user security privileges. This is because if your anti-virus software is not configured or not adequate to screen email messages it can be a potential security vulnerability.
   The implications of this are that if your signature template contains special formatting and/or graphics, they are potentially available anywhere on the system, but if View as HTML is not enabled, you will not be able to view them in EXACT, nor will you be able to see how your template will appear to recipients.

Merge Fields in Email Templates

(See also Creating a standard Email Template)

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If selected as a template for a patient email, the email content could look like this for a specific patient:

Using Merge Fields for Patient Preferred Locations

The patient's preferred location has been added as a merge field, enabling sites with multiple locations to auto-generate patient recalls per Location.

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Patient Preferred Location merge fields:

(From EXACT v12.10)

«patient.PreferredLocationName»

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Email example:

SMS example:

SMS Templates

See also: Selecting or creating an SMS template | SMS messages | Configuring SMS Replies

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1. Select "SMS Templates" from the Configure menu.
2. Click on the template you wish to delete.
3. Click on the button to delete the selected template.
4. Click the button to confirm that you wish to permanently delete the template.

Email Server

The EXACT Email Server runs as a Windows service, rather than as a separate program.
It is not necessary to log on (or remained logged on to) to a separate server in order to start the email server.

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• The email service installation files are not included in the EXACT workstation installer.
• The email service is set to automatically launch on the server, even if your practice previously manually ran the service.

  The Configure > Email Parameters... Email Setup Wizard has a server connection statement:

  "You should ensure that the server has the necessary hardware and software to connect to the internet."

  

  
  

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It writes to the database(s) that it services each time that it passes this test. If the test fails (but the service is still running) it also writes the diagnostic log information back to the database.

Each EXACT workstation silently checks that these regular check-ins are occurring. So long as the email service is functioning correctly, the workstation displays a non-flashing status indicator whose tooltip states that the service is operating normally:

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1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

   

2. Hover your cursor over the cursor for a tooltip message.

   
   

   You will see one of these statuses:

   

   
   

   NOTE: From change of status to the display of that status change may take up to 15 minuites.

   
   

3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

   

   
   

4. Read the message and then click the Restart Email Service button.
5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.

To Use the Email Server Administrator in Windows

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Email addresses are usually entered in the appropriate screen (the Patient File, Provider File, specialist File, etc.) but for convenience EXACT has an email address book, accessed via the button on the 'Create Email' window:

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Please contact Software of Excellence support if you are at all unsure about this, and require help to set it up correctly.

Set up the EXACT Proxy for all communication to work:

• Leave Windows Proxy settings default (i.e. do not direct Windows Proxy to point at the same Proxy as EXACT)
• (Administrator access required) Configure EXACT Proxy settings in Configure > Settings:
  • proxy.address
  • proxy.port
  • proxy.user
  • proxy.password
  • if using Proxy for email, then proxy.for.email should be set to 1

  

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Select Help > Email Support...

EXACT automatically emails Support and you will see a reply in your Inbox:

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1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

   

2. Hover your cursor over the cursor for a tooltip message.

   
   

   You will see one of these statuses:

   

   
   

   NOTE: From change of status to the display of that status change may take up to 15 minuites.

   
   

3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

   

   
   

4. Read the message and then click the Restart Email Service button.
5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.

Replying Directly to Email from a Patient

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Creating Automated Appointment Reminder Email

This is an option in Configuring Automatic Appointment Reminders, and includes New Patient Email, iCalendar attachments, and Email Signature.

(This is part of the Configuring Automatic Appointment Reminders Wizard)

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When email is received in the Inbox the following icon, will appear at the right hand side of the Workspace Bar. When you hover your mouse cursor over this icon, a tool tip will appear explaining that you have received new email, as shown below:

You can force EXACT to check for new email, via the the Send/Receive Email button .

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• By default the Inbox shows only untagged emails.
• Filter the Email list to
  • Show all Emails,
  • Show only Emails with no tags,
  • Custom-filter based on tags (for example, view only Emails with a specified tag, or view only Emails that have two specific tags.
• Add new Email Tags.
• From the Email right-click menu, add a tag, add a new tag, remove all tags or remove a specific tag.
• EXACT automatically assigns Filed to Patient emails to a Patient tag.
• Automatically assign Filed to Specialist emails a Specialist tag.

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1. Select Configure > Security.
2. Select a Security Group (Code).
3. In the checkbox-tree locate [-] File - [-] Email - [ ] Enable Hyperlinks.
4. Check (tick) the [ ] Enable Hyperlinks checkbox. For example, for the DENTIST security group:

   

5. Click the Save button.
6. Restart EXACT.

Users from that Security Group will then be able to click hyperlinks in their Emails:

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• The first column shows a warning icon if an attempt was made to send the message three times, and failed each time. This can happen if any attachment is too large for the Email service.
• An icon to show what kind of message is being sent (Email or SMS) and its status.
• The date and time the Email / SMS was created and ready to send.
• Whom the Email / SMS is From.
• Whom the Email / SMS is To.
• The Subject of the Email / SMS.
• For an SMS, if staggered recalls are in effect, the Deliver After column will have a corresponding icon.
• Current Status. Options are:
  • Ready to Send
  • Pending online booking synchronisation (EXACT hasn't yet finalised the URL / web address for the patient to use)
  • Online booking synchronisation Failed (EXACT is unable to finalise the URL / web address for the patient to use)

  Delete messages that are never Ready to Send.

Dealing with Online Booking synchronisation failures:

From EXACT v11.10 onwards you can use the Reset Failed Messages button in the Outbox tab to deal with Online booking synchronisation Failed status Email messages.

Select these messages from the list in the Outbox and then click the Reset Failed Messages button. EXACT will attempt to re-synchronise the online booking links and then send the emails.

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Methods of sending Email within EXACT include:

• Anywhere the button is available on the Toolbar, including
  • the patient file
  • various locations in the appointment book, including the Follow Up Tab, Cancels Tab, Contact Lists and Arrivals Tab.
• From the Create New Email Now button on the Inbox window.
• From any report's Print dialog window, by clicking the Email button .

  This will allow you to email a copy of the report as an attachment.

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1. Select a patient in the Patient File window.
2. Click on the Toolbar button to open the Email Details window:

   

3. Select a Provider if the email is to contain merge fields relating to that Provider.

   By default this will select the patient's usual Provider, but you can use the Selector buttons to change the selection if required.

4. Select a Specialist using the Selector buttons if the email is to contain merge fields relating to that Specialist, otherwise leave the Specialist field blank.

   When the Specialist field is populated, the Email the Selected Specialist checkbox is available, so you can check (tick) this if the Specialist is to be copied on the email.

5. Email template: Select the required Email template using the Selector buttons . 

   Use the Category and Description fields to help group and identify email messages in the Contacts screen and elsewhere in EXACT.

   Description: A default description for the template will be shown once you select the template.

   If required enter a detailed Description in this Description field, e.g. ‘Dentures reminder 15^th November’.

6. Include Email Signature: Check (tick) the Include Email Signature checkbox to optionally include the email signature or footnote (if one has been set up in Email Parameters).
7. Click OK to send the email message. Depending on your email setup, the message will either be sent immediately or added to the queue for outgoing email.

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1. Select File menu > Email to open the Inbox window.
2. Select the Create New Email Now button to open the Contact by Email window:

   

   Take note of the instructions at the top of this window - if there is any patient, provider or specialist information you wish to insert in the email, you will need to select the appropriate person(s) in these fields in order for the merge fields to be included.

   To send a copy of the email to the patient and/or specialist, click the Email the Selected Patient and/or the Email the Selected Specialist checkbox.

   If you are sending a Form email such as an appointment reminder or welcome message to a new patient, you can use a template by selecting one in the Email Template field. In this case, the Category and Description fields will be defaulted to those appropriate to the template, but you can overwrite them if required.

   If you have an email signature set up, you can add it to the email by clicking the checkbox (this will otherwise be greyed out).

3. When all the details and fields are completed, click the OK button.

   If any of the email recipients do not have an email address in EXACT, a dialog is displayed to allow you to manually enter one, which will be used for the email andadded to their file as their email address.

4. The next step is the creation and editing of the email message itself:
   
   

   This example is in HTML format, but the window is the same for other formats apart from the buttons and controls above the body pane. (Select either plain text or HTML format from the View as drop-down).

5. The To email address is defaulted from the previous steps.

   To change or add additional addressees:

   • Click the To, CC or BCC buttons to open the email address book, or
   • Select the recipient's name in the address book, and click the Edit button to edit the details.

   Due to confidentiality requirements, if you wish to add other recipients, these must be added in the Cc: or Bcc: fields, and must not be other patients unless they are family members.

   Example:

   

6. If there are recipients such as staff or specialists to be copied or blind-copied on the email , click the Cc and/or BCC button to select and add them.

   Example:

   

7. Continue using the Address Book until all the required recipients have been selected.

   Note that if any of the address fields contain more than one entry, you can use the buttons to scroll up/down through the entries.

8. Enter a subject for the email (this is defaulted if you use a template).

   This makes it easier when searching for particular emails.

9. Use the Attach... buttonin the Attachment field to add any required attachments:

   

   Select Next> for the Attachment Picker:

   

   The Attachment Picker window allows attachment of documents and images relating to the selected patient, and will show those available.
   
   If you need to, use the Find Other Files button to locate any other documents and images:

   

   Find the item(s) you wish to attach, and use the button to select them.

   Note that due to patient confidentiality considerations, you may not attach patient data to an email addressed to multiple patients unless they are members of the same family (as indicated in the 'Family Member' field of the Patient file).

10. Click the Finish button when you have finished adding attachments.

    The attachment/s display in the attachments window. From here you can further edit them from the right-click menu:

    

    +1 attach another file

    remove the selected attachment.
    save an attachment to another location.
    open the attachment with the appropriate program.

11. Click the Send button to complete the email and place the email in the Outbox ready to send:

    

    To send immediately, click the Send/Receive Email button.

    If EXDOC^e is configured to send automatically it will be delivered the next time mail is sent, otherwise it will be sent next time the Send/Receive button is clicked or Send/Receive Now is clicked on the email Server.

    While the Send/Receive process is active, the button is disabled (greyed out) and is only re-enabled when the send/receive process is complete.

12. Optionally review in the Contacts tab:

    Each time an email is sent or received a record is kept in the Contacts tab of the Patient File using different icons to indicate the various types, as shown below:

    

    Icons in the Type column:

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NOTE: The JPEG image size is defaulted to whatever it was the last time it was selected anywhere in EXACT, but can be changed if required. The chosen size will be 'remembered' by EXACT.
If the image size selected is larger than the DICOM image, the image will not be scaled up, but will retain its original size.
The converted/resized image may lose some detail, and as such may be unsuitable to be used for diagnostic purposes.

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SMS messages are useful to contact patients to remind them of appointments or other treatment-related information such as clinic closure. They can be sent in a number of ways within EXACT, including anywhere the button is available on the Toolbar, including the patient file and various locations in the appointment book, including the Follow Up Tab, Cancels Tab, Contact Lists and Arrivals Tab.

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