When you sign up for PbN Voice, our goal is to make your transition to your new phone system smooth, predictable, and interruption-free. This article explains what’s included and what to expect at each step.
Overview
PbN Voice is a cloud-based VoIP phone system built for dental practices and fully integrated with Practice by Numbers.
With PbN Voice, your team can:
Use a VoIP phone system (desk phones and/or softphones)
See Call Pop patient details on incoming calls
Route calls with Smart Routing and IVR
Record calls for training and QA
Track performance with call analytics
Text from desktop and mobile app (Grow app) and log calls/texts in the PbN patient profile
Your onboarding will typically include:
Intake Form
VoIP Kickoff Call
System Setup (behind the scenes)
Phone Shipment & Setup (if using desk phones)
Training, Enabling Call Forwarding, and Testing
Number Porting (and fax porting if applicable)
Go-Live & ongoing support
Who You’ll Work With
During onboarding, you’ll work with:
Customer Onboarding Manager (COM) – guides your rollout and training.
Voice/VoIP Onboarding Specialist – configures your phone system and coordinates porting.
Support Team – available for troubleshooting and questions during and after onboarding.
Before Onboarding: What You’ll Need
To keep onboarding moving quickly, please be ready with:
Stable high-speed internet (wired connection recommended, ≥100 Mbps).
Your planned device setup:
Desk phones (e.g., Yealink/Polycom SIP)
Softphones (PbN in a desktop browser)
Or a mix of both.
Practice & Phone Details
Current phone carrier name and account number.
A list of numbers to use with PbN Voice:
Main office line, secondary lines, and fax line (if applicable).
Your call routing plan, including:
Who should answer the main line.
Departments or ring groups (e.g., Front Desk, Billing).
After-hours and holiday handling (voicemail, forwarding, etc.).
(Optional but recommended) a draft IVR script:
“Thank you for calling [Practice Name]. Press 1 for appointments, 2 for billing…”
Team Readiness
A designated point person at your office.
Key front desk staff available for training.
Ability to complete test calls during training.
Onboarding Timeline at a Glance
Step | What Happens |
Intake Form | You submit preferences, phone numbers, call flow details, and devices needed. |
VoIP Kickoff Call | We review your setup, finalize call routing, and plan porting & devices. |
System Setup | PbN Voice is enabled; extensions, devices, and call flows are configured. |
Hardware Shipment (if any) | Desk phones are ordered, shipped, and plugged in at your office. |
Temporary Call Forwarding | Your current number forwards to a PbN temporary number while porting is in progress. |
Training & Testing | Your team is trained on PbN Voice and test calls are performed. |
Number (and Fax) Porting | Your numbers move from the old carrier to PbN Voice. |
Go-Live | Calls route directly into PbN Voice; ongoing support is available as needed. |
Step-by-Step: PbN Voice Onboarding
Intake Form
After purchase, you’ll receive an Intake Form where you’ll share:
Practice contact and technical info
Numbers to port or forward
Device choices (desk phones, softphones, or both)
Initial call routing preferences
Tip: The more detail you provide here, the fewer follow-up steps are needed later.
VoIP Kickoff Call
Once your Intake Form is submitted, we’ll schedule a VoIP Kickoff Call with your office.
During this call, we will:
Confirm your current setup
Current carrier and account details
Which numbers will move to PbN Voice (main line, alternate lines, fax line, etc.).
How many phones and extensions you need.
Design your call flow
Business hours vs after-hours call routing.
Which phones or ring groups calls should ring.
Voicemail handling (individual vs shared mailboxes).
Whether you’ll use an IVR/auto-attendant and what options you’d like.
Confirm phones & devices
Softphones only: we’ll confirm which users will use softphones and what devices they’ll use.
Desk phones: we’ll confirm models, quantities, and shipping details (or confirm reuse of existing SIP phones).
Review the number porting plan
What porting is and what we need from you (CSR, account PIN/password, where applicable).
Typical timelines (approval in ~7–10 business days, often 2–4 weeks total depending on the carrier).
Your current phone service must stay active until the port completes.
We’ll also outline the next steps, including scheduling your Voice Training session.
System Setup (Behind the Scenes)
After the kickoff call, our Voice Onboarding team configures your phone system in PbN.
This typically includes:
Enabling PbN Voice for your account.
Configuring your E911 emergency address for 911 calls.
Creating user extensions for your team.
Adding devices (desk phones or softphones) and assigning them to extensions.
Building your call flows & IVR:
Business-hours routing (e.g., ring groups, departments).
After-hours routing (voicemail, answering service, etc.).
Holiday schedules (if provided).
Voicemail mailboxes and routing.
We’ll also place test outbound calls using your temporary number to confirm everything is working behind the scenes.
Hardware & Softphone Setup
If You’re Using Desk Phones
After configuration, we’ll order and ship your phones directly to your office.
Once they arrive:
Unbox all phones.
Plug each phone into power and Ethernet.
Confirm they power on and register (your assigned extensions will map to them once configured).
If You’re Using Softphones Only
If you’re using PbN Voice via softphones only:
There is no hardware shipment step.
We’ll confirm that staff can log in to PbN via browser and access Voice features during training.
Training & Testing
Once your phones (physical or soft) are ready, we’ll schedule a PbN Voice Training & Testing session.
During training, we will:
Show you Phone Admin (for admins)
View and manage extensions and devices.
Review voicemail settings and call routing.
Confirm extensions and devices
Make sure each team member’s phone or softphone is mapped correctly.
Adjust assignments if needed (e.g., new hires or role changes).
Set up temporary call forwarding (if porting)
Help you forward your main line from your existing carrier to your PbN temporary number.
Place a test call to your main number to confirm it rings in PbN Voice.
Teach basic phone usage
Making and receiving calls.
Transfers (blind and attended).
Conference calls (if available).
Checking voicemail.
Review call handling inside PbN
Viewing real-time call logs (inbound, outbound, missed).
Accessing call recordings (note: recordings are retained for 30 days; should you wish to extend this, upgrades are available. Reach out to Support.)
Viewing voicemail and voicemail transcripts.
Using Call Pop to see patient info when calls come in.
We’ll leave time for Q&A so your team can ask scenario-based questions.
Number Porting
Number porting moves your existing office number(s) from your current carrier to PbN Voice.
What you can expect:
Information collection
We’ll request:An Invoice or CSR from your current provider.
Any required PIN/password
A signed Letter of Authorization (LOA)
Port submission and review
Our telecom team submits your port request.
Typical approval timeframe is 7–10 business days, though full completion may take 2–4 weeks, depending on the carrier.
Keep your service active
Do not cancel your current phone service until we confirm the port is complete.
If the number is disconnected before porting, it may not be recoverable.
Port date confirmation
We’ll notify you of the confirmed port date.
Day of port
When the port completes:
We’ll place test calls to and from your number.
You’ll confirm calls ring on your PbN Voice phones.
Once confirmed, you may work with your carrier to cancel unneeded lines.
If a port is rejected
We’ll explain the reason (e.g., name/address mismatch).
You’ll update the information with your carrier, and we’ll resubmit.
All this time, your phones (desk or soft) will still be usable using the temporary number + call forwarding, so there’s no interruption to incoming calls.
Fax Porting (If Applicable)
If you’re also porting a fax number to PbN’s digital fax service:
We’ll gather fax line details (similar to voice).
Submit a fax port request and enable fax on your PbN account.
After porting:
We’ll test an inbound fax.
Show you where to view and download faxes in PbN and/or email.
Go-Live & Ongoing Use
Once your numbers are fully ported and calls are routing directly into PbN Voice, your practice is officially live.
To get the most from PbN Voice:
Review call analytics regularly
Watch missed calls and call volume by time of day.
Use call recordings for coaching
Great for front desk training and improving patient experience.
Encourage text communication (if enabled)
Patients can text your main number, and messages are logged in PbN.
Update your materials
Verify your phone number on your website, Google listing, and printed materials reflects your live setup.
Need Help?
If you have questions at any point in the PbN Voice onboarding process:
Reach out to PbN Support from within the platform, or
Contact your Customer Success Manager (CSM) directly.
We’re here to ensure your PbN Voice rollout is smooth, your team is confident, and your patients experience a seamless transition.