Can I keep my existing phone number?
Yes, we offer number portability, allowing you to transfer (port) your phone number to PetDesk phones. This can vary by region, so we must verify if the customer number is portable.
Can I use VoIP on my mobile phone?
Yes, we offer a mobile app that allows you to make and receive VoIP calls using your smartphone. The app works over mobile data (3G, 4G, or 5G) or Wi-Fi, providing you with access to your PetDesk Phones service on-the-go.
Do you offer time-of-day routing?
Yes, we offer time-of-day routing with auto-rollover to a phone tree, voicemail box, on-call hospital, and hospitals with which they partner. We also offer holiday scheduling and phone toggles to switch the phone into night mode in case of an emergency or internal company meeting.
We currently have VoIP Phones. Can we use them with your service?
Yes, we can potentially reuse your VoIP phones with our service. Check out this article listing all the phone models compatible with PetDesk Phones: PetDesk Phones - Supported Devices
What kind of caller ID do you offer?
For Phones only, we offer the standard caller ID, which displays the name and phone number.
With the integration for PetDesk Phones, we have a much more robust caller ID that pulls the caller information from your PIMS. It displays information such as name, pets, pet sex, upcoming appointments, missed appointments, overdue vaccinations, and PIMS account number.
For more information, review this article: PetDesk Phones Caller ID
What happens when a call is parked?
After a call is placed on park, it will sit on the parked line for 2 minutes (duration can be modified from 30 sec. - 30 min.). If the call is not answered within that time, it will ring back to the phone where the call was originally received. This too can be modified so it rings back to an extension, ring group, an announcement that allows them to be texted instead. There is a wide range of possibilities!
For more information, review this article: PetDesk Phones Call Park/Call Transfer
What happens when a call is in a call queue?
After a call is placed in the queue, it connects to the first available agent. We can set a time limit on how long someone has to wait in the queue. When the caller reaches the time limit threshold, we can transfer the call to a voicemail box, a ring group, a specific extension, or another destination. Callers can also opt to press 1 to leave a voicemail for a callback.
Additionally, we have a "line holding" system. The caller waiting in line can press * at any time while on hold to access the bot. It will have them confirm their phone number and then hang up. The bot holds the caller's place in line until a staff member is free. The staff member answering the call triggers the callback process.
What PIMS do you integrate with?
We integrate with multiple PIMS for PetDesk Phones! For more information, review this article: PetDesk Phone Integrated PIMS
How long are call recordings stored?
By default, call recordings are stored for 6 months. If the hospital has its own online storage (e.g., AWS, Azure), we can upload all of its calls daily, ensuring they are stored indefinitely. Reach out to Sales Engineering with any questions.
Are SMS appointment reminders sent from our main phone number?
No, all appointment reminders are sent with a short code.
How long does it take to get up and running on PetDesk phones?
The average time to get up and running with our phone solution is approximately 4-6 weeks. This allows us to order hardware and have it shipped to the customer's premises, build the phone system, port their numbers over, and provide training on the new system.
Can I manage my own phone system to make changes?
Yes, we offer a phone admin portal for comprehensive management of your phone system. This is where you can make moves, adds, & changes to things like phone trees, time schedules, ring groups, etc.
In an emergency, is there an easy way to switch the phone system to night mode?
Yes, we can place a toggle button on the phones so that when pressed, it will switch the phones into night mode. To switch it back to day mode, press the toggle button again. This can also be accomplished via the phone admin portal.
What is a softphone?
This is a piece of software that installs on your mobile device or PC, allowing you to make and receive calls as if you were sitting in the office. It offers instant messaging, presence, and two-way texting. This enables remote work and adds a layer of redundancy in the event of a power or internet outage. You can use your 4G/5G data on your mobile device.
Why is DSL internet not supported for phone service?
DSL is a shared resource among all businesses/homes in the area that use that provider. You can think of it like a water hose: the spigot represents the area network node to which you are connected. The water pressure (or bandwidth) is highest when closer to the spigot. When neighbors draw from the same hose, the more connected users, the lower your water pressure becomes. Therefore, if you are farther away from the spigot, you’ll experience less water pressure than those closer. Unlike cable or fiber, DSL does not guarantee a fixed bandwidth. Consequently, if an issue (e.g., poor call quality, dropped calls) arises, your internet service provider may be unable to assist you due to the inherent nature of DSL.
How do I page an individual extension instead of the entire office?
*80xxx - Extension Paging: Dialing *80 followed by an extension number allows you to immediately connect to that extension without waiting for the phone to ring and be answered.
Warning: If the extension you are trying to contact is currently on the phone, it will place their call on hold and connect them to you.
*This info is contained in the Features and How To's
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