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Settings → Phone Numbers. Each number is attached to exactly one assistant. Several numbers can share an assistant; a number cannot be split across two.

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Getting a number onto your account

VoxHealth provisions numbers from a pool. Ask your implementation contact for one in the area code you want, and it appears in this list ready to be assigned. Numbers are imported to your organization from that pool, then assigned an assistant. Removing a number from your organization returns it to the pool.

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Forwarding vs porting

Forward (start here)

Keep your existing main line with your current carrier and forward it to the VoxHealth number. Reversible in minutes from your carrier’s portal, which is exactly what you want in week one.

Port (later)

Move the number itself to VoxHealth. Cleaner and one fewer bill, but a port takes days and cannot be undone in an afternoon.
Most practices forward for the first month and port once they are confident.
Conditional forwarding, where your line forwards only when it is busy or unanswered after N rings, is how to put the agent on overflow without giving it first answer. Every carrier supports it; the setting is usually called “busy/no-answer forwarding”.

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Caller ID

When the agent calls a patient back, or sends a text, the number the patient sees is your practice number, not an anonymous one. Patients call the number they were contacted from, so this matters. A mismatch sends returned calls somewhere nobody is watching. If you run several offices on shared numbers, check that the outbound caller ID for each location is the number that location’s patients recognize.

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Multiple locations

Two workable patterns:
  • One number, one agent, many locations. The agent asks which office, or picks the nearest one from the patient’s ZIP. Simplest to run.
  • One number per location. Each number points at an assistant configured for that office. Use this when the offices differ enough that one greeting cannot cover both.
  • Call routing: where a call goes when it needs a person
  • Locations: the office each number belongs to, and its hours