Understanding Virtual Receptionist Call Flow Options

Creating a virtual receptionist call flow is essential to managing incoming calls efficiently and ensuring callers are directed to the right destination. Let's break down the key components you can configure in a virtual receptionist call flow and explain how each one works.

1. Play a Greeting

The first action in most call flows is to play a greeting. This is the initial message that callers will hear when they connect to your practice's phone system. The greeting typically welcomes the caller and provides basic instructions on what to expect next.

Example:
"Thank you for calling Practice by Numbers. Please listen to the following options."

This step sets the tone for the call and can include information such as the practice’s name, working hours, or directions on what callers should do next.

2. Play a List of Options

After the greeting, the system can present callers with a menu of options. This allows the caller to choose from a range of departments or services, depending on their needs.

Example:
"Press 1 for appointments, press 2 for billing, press 3 to speak with a representative."

This action helps to quickly route the caller to the correct department or individual without the need for manual redirection by staff.

3. Ring an Extension

This option directs the call to a specific extension within your practice, such as a receptionist or a department head. The phone will ring until the person assigned to that extension answers the call, or it goes to voicemail.

How it works:
You can define how long the system should ring an extension before it moves on to the next action in the flow, such as transferring the call to voicemail or another number.

4. Transfer to an Extension

Instead of just ringing an extension, you may choose to directly transfer the call to an extension. This skips any delay and connects the caller to the intended recipient’s phone line immediately.

When to use:
This option is useful when you want to ensure that the caller reaches a specific person or extension without waiting through additional call flow steps.

5. Ring a Call Group

A call group is a set of multiple extensions, often representing a team or department. When you select this option, the system will ring all phones in the group simultaneously or in a set sequence. This increases the chances of someone picking up the call, especially in busy departments.

Example:
You could set this option to ring all phones in the front office staff group when someone presses a certain option in the call flow menu.

6. Transfer to a Call Group

Similar to "Ring a Call Group," but instead of ringing multiple phones, the call is automatically transferred to an available team member within the group. This ensures that the call is handled by the first available person in the group, reducing the time a caller waits.

When to use:
Use this when your practice has departments or teams that can handle calls collectively, such as the billing or scheduling teams.

7. Transfer to an External Number

In some cases, you may want to forward calls to an external number, such as a staff member’s mobile phone or an external office location. This option ensures that important calls are forwarded to the appropriate destination even if the person is not physically in the office.

Example:
During after-hours, you may want to transfer calls to an on-call doctor’s cell phone.

8. Transfer to a Mailbox

If a call isn’t answered after ringing a set number of times, you can route it to a voicemail inbox. The caller will hear a voicemail greeting and can leave a message for follow-up later.

Example:
If a call to the reception line isn’t answered within 30 seconds, the system can transfer the call to the receptionist’s voicemail.

9. Transfer to a Mailbox (Skip Greeting)

In some cases, you may want to send the caller directly to a voicemail inbox without playing the standard voicemail greeting. This option skips the greeting and lets the caller immediately start leaving a message.

When to use:
This is ideal if you want to provide a faster experience for callers who know they are leaving a message and don’t need to listen to a voicemail greeting.

Streamlining Call Handling

By using these options effectively, you can design a call flow that minimizes callers' wait times and directs them to the appropriate person or department in your practice. Whether you need to route calls during business hours, after hours, or to specific teams, Practice by Numbers allows you to create a call flow that works for you.