Understanding the Default Schedule and Call Flow

A default schedule and call flow refers to how incoming calls are managed when no specific custom schedule is active. The default flow operates as the fallback system, typically covering after-hours or any time the customized schedules aren't in place. It is crucial to ensure that the default call flow is set up properly so that calls are handled efficiently regardless of the time of day.

What is a Call Flow?

A call flow defines the path a call takes from when it is received by the system to when it is either answered or directed to voicemail. A call flow includes actions such as ringing an extension, playing a greeting, or transferring to voicemail. By editing these steps, you can ensure that calls are routed correctly based on your practice’s needs.

How to Edit the Default Call Flow

Editing the default call flow lets you define how incoming calls are handled when no specific custom schedules are active. The screenshot provided shows the default schedule configuration in Practice by Numbers, and we'll explain how to use it to edit the default flow.

Step 1: Configure the Virtual Receptionist General Settings

Before you can edit or configure the default schedule for your virtual receptionist, the first step is to set up the General Settings for your virtual receptionist (VR). This step lays the foundation for the call handling and scheduling options. Here’s how to fill out the details in the Virtual Receptionist setup page:

1. Name

   • Enter a clear and descriptive name for the virtual receptionist. This could be based on the department or purpose it serves.
     Example: Main Receptionist or After-Hours Receptionist.

2. Description

   • Optionally, add a brief description of this virtual receptionist to explain its role within your practice. This can help distinguish between multiple VRs.
     Example: Handles all incoming calls during business hours.

3. Virtual Receptionist Extension Number

   • Assign the virtual receptionist an extension number. The system will use this number to route incoming calls to the virtual receptionist.

4. Primary VR’s Phone Numbers

   • Select the phone numbers associated with this virtual receptionist. The system will use these numbers when routing calls to the virtual receptionist.

Once you’ve entered all the necessary information in the General Settings, you’re ready to proceed to the next step, which involves setting up Schedules and Call Flows.

Step 2: Access and Edit the Default Schedule

After completing the general settings, you can navigate to the Schedules and Call Flows tab. From here, you can configure how incoming calls are handled, including setting up the default schedule that operates when no custom schedules are active.

Follow the instructions in the previous article to customize the call flow actions, such as playing greetings, routing calls to extensions, or transferring to voicemail.

Step 3: Access the Default Schedule

To begin editing the default schedule:

1. Navigate to the Schedules and Call Flows tab.
2. Look for the Default 24_7 schedule. This represents the system’s default call flow when no custom schedule is active. 
3. Select the pencil icon to start editing.

Step 4: Add a New Call Flow

Once you're in the default schedule’s settings, you’ll see an option to add or edit the Call Handling actions. These actions define how calls are managed.

1. Click “Add Another Rule” to create a new step in the call flow.

2. From the dropdown menu, choose the first action for the call. You can select one of the following options:

   • Play a Greeting: Play an initial welcome message to the caller.
   • Play a List of Options: Present the caller with menu options, such as “Press 1 for appointments, press 2 for billing.”
   • Ring an Extension: Route the call to a specific extension in your practice.
   • Transfer to an Extension: Immediately transfer the call to a designated extension.
   • Ring a Call Group: Ring multiple phones in a group at once or sequentially.
   • Transfer to a Call Group: Automatically transfer the call to an available person in the group.
   • Transfer to an External Number: Forward the call to an outside number, such as a cell phone.
   • Transfer to a Mailbox: Direct the caller to a voicemail inbox where they can leave a message.
   • Transfer to a Mailbox (Skip Greeting): Send the caller directly to voicemail, skipping the greeting.

Step 5: Customize Your Rules

For each rule you add, you can set specific details like the duration for ringing or choosing the extension or call group.

• Ring Duration: When you select "Ring an Extension" or "Ring a Call Group," you can specify how long the system will ring that extension or group. For example, you can set it to ring for 30 seconds (or 6 rings) before moving on to the next action.

• Voicemail Options: If no one answers the call after it rings for a set amount of time, you can choose to transfer the call to a voicemail box. You can also decide whether the caller hears the greeting or is sent directly to the beep for leaving a message.

Step 6: Save Your Changes

Once you’ve added all the rules needed for your call flow, click Done to save the new configuration. These changes will now take effect for all incoming calls when no other custom schedule is active.