Settings: Phone Tree

Phone Tree Settings:

• Active vs Inactive: If a Phone tree is inactive, no incoming calls will utilize the Phone Tree
• Patient Routing:
  • All: All callers (known and unknown) will use the Phone Tree
  • Unknown: Only unknown callers (patients without a profile) will use the Phone Tree
• Edit Test Patients: Lets you specify test patients that will always go through the Phone Tree so you can test it before making any changes live.

Phone Tree Actions

Get Input

• Get input asks the patient to press a number on their dial pad, and based on their input you can route the call a certain way
• Voicemail type:
  • Say: Type in a message that will be read by a generated voice
  • Play: Lets you upload a recorded message as an MP3 file

Dial Users

• Lets you specify which users should be rung and notified about a call at a certain step
• Use Custom Voicemail lets you use a different voicemail for this step. Leaving this blank will play your company's set voicemail

Route Extensions

• Lets you specify extensions through which specific users can be reached, without having to create different "dial users" steps

Route Call

• Limiting to Care Team will only dial users who are assigned to a patient's care team. This step will only work if the patient has a contact in the system and has someone assigned to them.
• Limit to Role, lets you specify a role or roles that this step should be limited to
• Limit by User Tags, lets you specify whether calls should be routed to users with specific tags

Select Care Team Member

         

• For contacts who have a care team assigned, the system will read out the names of the care team members.
• For contacts who do not have a care team assigned, this step will go directly to voicemail

Conditional Split

• An alternative to OOO set up. Use in conjunction with "Bypass Office Hours", which will ignore the OOO hours set for communications, and treat phone hours differently from other OOO set up

         

Add to Queue

• Adds the patient's call to a calling queue. The patient would hear a message (if set), followed up hold music. 
• Find out more about Call Hold Queues here

             

Go to Voicemail:

• Send a call straight to Voicemail
• Voicemail type:
  • Say: Type in a message that will be read by a generated voice
  • Play: Lets you upload a recorded message as an MP3 file

Play Message

• Play message allows you to play something to a caller before proceeding to the next step of the phone tree. This is commonly used for playing messages related to disclaimers or quality assurance.

Gathering Input

• The On Gather Event lets you specify how inputs should branch for the phone tree
• On Gather appears and works if it's proceeded by a Get Input step

How Ringing Works

Multiple People Available:

• If multiple people can be rung as part of a phone tree step or call that gets routed, we only ring people who are not  currently on a call

One Person Available:

• If only one person should be rung or had the call routed to them and they are on another call, we will send the other call to voicemail automatically

Labeling Different Phone Numbers

• If your business has multiple phone numbers you can create a label (name) for each number
• To set up a name go to the Organization Page
• Click Phone 

Creating Multiple Phone Trees

• On the Phone Tree tab click Add Tree 
• If your business has more than one phone number you'll have the option to create an additional phone tree

Forwarding to another Number

• The Forward Call Action allows you to Forward a call as part of a phone tree step
• THIS STEP SHOULD ONLY BE UTILIZED IF YOU CAN ENSURE THAT THE FORWARDED CALL IS BEING SENT TO A DEVICE THAT HAS THE PROPER HIPAA COMPLIANCE MEASURES PUT IN PLACE

Disabling Call Recording while on a Call

• If your organization has call recording enabled and wish to disable it for a particular call, you can press the icon shown on the left (while calling in browser) or the icon on the right (from the mobile app) to disable call recording while on a call

Viewing Which Number you're using

• If your business has multiple phone numbers the number that is being used will be displayed underneath the patient's name