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Who is this for: Staff members who are part of a ring group. If you are not in a ring group, incoming calls will not ring on your screen.
When a call comes in to a ring group you belong to, a notification appears at the top of your screen. You can answer the call, decline it, and — once on the call — mute yourself, use the keypad, or transfer the call to someone else.

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Receiving an Incoming Call

When a call comes in, a banner slides down from the top of your screen with the following information:
  • Caller’s phone number — always shown.
  • Caller’s name — if the phone number matches a patient in your system, their name and photo appear.
  • Patient details — if the caller matches a patient, you will also see helpful context like their credit balance, total amount spent, next upcoming appointment (date and service), and date of birth.
If the caller does not match any patient, the banner shows the phone number and caller ID name (if available). A ringtone plays while the call is ringing (see Set Your Ringtone below).

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Answer or Decline the Call

The banner shows two buttons:
  • Green phone button — Click to answer the call.
  • Red phone button — Click to decline the call. The call will continue ringing for other members in the ring group, or fall to the failover AI assistant if no one answers.
If the caller hangs up before anyone answers, the banner briefly shows “Caller hung up” and then disappears.

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During an Active Call

Once you answer, the banner changes to a floating call window that you can drag around the screen. The call window shows:
  • Caller identity — The caller’s name, photo, phone number, and date of birth (if matched to a patient).
  • Call timer — A running clock showing how long you have been on the call.
  • “On Call” indicator — A green dot confirming the call is active.

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Patient Information During the Call

If the caller matches a patient, the call window shows additional details to help you assist them:
DetailWhat It Shows
BalanceThe patient’s outstanding balance, or “No balance” if they are paid up.
Next ApptThe date, time, and service of their next scheduled appointment, or “None scheduled.”
MemosA count of active memos on the patient’s chart.
You can also click View Patient Details to open the patient’s chart in a sidebar without leaving the call.

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Call Controls

The call window includes these controls:
ControlWhat It Does
MuteTurns your microphone on or off. The caller cannot hear you while muted.
KeypadOpens a number pad for entering digits. This is useful when you need to navigate phone menus or enter information during the call.
TransferOpens the transfer window (see Transfer a Call below).
Hang upEnds the call.
If you try to close your browser tab or navigate away during an active call, you will see a warning that your call will be disconnected.

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Transfer a Call

You can transfer an active call to another ring group, a specific staff member, or an external phone number.
1

Open the Transfer Window

Click the Transfer button in the call controls.
2

Choose a Destination

The window shows three options:
  • Ring Groups — Transfer to an entire ring group. The call will ring all members of that group.
  • Staff Members — Transfer directly to a specific person.
  • External Number — Enter any phone number to transfer the call outside your clinic.
3

Complete the Transfer

Click the ring group, staff member, or enter the external number and click Transfer. The call window shows “Transferring…” while the handoff takes place.

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Set Your Ringtone

You can choose which sound plays when an incoming call rings on your screen. The available ringtone options are:
RingtoneDescription
ChimeA two-note descending bell sound (this is the default).
PulseSoft, evenly-spaced pulses.
MelodyAn ascending and descending arpeggio.
RippleA cascading descending tone.
BeaconA modern two-tone signal.
NoneNo sound — the banner still appears, but no audio plays.
Your ringtone preference is saved on your device, so it stays the same across sessions. You can change it at any time from your notification settings.
Tip: If you work in a shared office space, consider using a quieter ringtone like Pulse or turning it to None and relying on the visual banner instead.