> ## Documentation Index
> Fetch the complete documentation index at: https://docs.decodahealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Answering Calls

> How to answer, manage, and transfer incoming calls as a staff member in a ring group.

<Info>
  **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.
</Info>

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.

## 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](#set-your-ringtone) below).

## Answering on a Desk Phone

If your ring group includes a [desk phone](/modules/settings/desk-phones) tied to your account, the desk phone rings at the same time as the browser banner. Whichever you answer wins -- the other stops ringing.

The browser call window does **not** open when you answer on a desk phone, so the in-screen controls (mute, keypad, transfer) aren't available for those calls. Use the controls on the desk phone itself, and end the call by hanging up the handset.

Calls answered on a **shared** desk phone (front desk, exam room, nurse station) appear in the call log labeled with the phone's name -- for example, "Front desk · Desk phone" -- since no individual staff member is attributed to the answer.

## 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.

## 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.

### Patient Information During the Call

If the caller matches a patient, the call window shows additional details to help you assist them:

| Detail        | What It Shows                                                                         |
| ------------- | ------------------------------------------------------------------------------------- |
| **Balance**   | The patient's outstanding balance, or "No balance" if they are paid up.               |
| **Next Appt** | The date, time, and service of their next scheduled appointment, or "None scheduled." |
| **Memos**     | A 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.

### Call Controls

The call window includes these controls:

| Control                | What It Does                                                                                                                                  |
| ---------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| **Mute**               | Turns your microphone on or off. The caller cannot hear you while muted.                                                                      |
| **Keypad**             | Opens a number pad for entering digits. This is useful when you need to navigate phone menus or enter information during the call.            |
| **Save visit as note** | Captures the call and turns it into an [AI Scribe note](/modules/notes/ai-scribe). See [Save a Call as a Note](#save-a-call-as-a-note) below. |
| **Transfer**           | Opens the transfer window (see [Transfer a Call](#transfer-a-call) below).                                                                    |
| **Hang up**            | Ends 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.

### Save a Call as a Note

When the caller is matched to a patient, you can turn a phone visit into a clinical note without typing it up afterward. Click **Save visit as note** in the call controls, then **Choose a note template**. Decoda transcribes the call and uses AI to fill in that template, just like an in-person [AI Scribe note](/modules/notes/ai-scribe). The note is created on the patient's chart for you to review and sign off. Click the button again, or the **X** on the template section, to stop saving the call.

## Transfer a Call

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

<Steps>
  <Step title="Open the Transfer Window">
    Click the **Transfer** button in the call controls.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Set Your Ringtone

You can choose which sound plays when an incoming call rings on your screen. The available ringtone options are:

| Ringtone   | Description                                               |
| ---------- | --------------------------------------------------------- |
| **Chime**  | A two-note descending bell sound (this is the default).   |
| **Pulse**  | Soft, evenly-spaced pulses.                               |
| **Melody** | An ascending and descending arpeggio.                     |
| **Ripple** | A cascading descending tone.                              |
| **Beacon** | A modern two-tone signal.                                 |
| **None**   | No 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.

<Info>
  **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.
</Info>