With VetRec's phone call recording feature, you can start a call through the web interface and turn your recording into notes!
Take a look at the below video for a deeper dive on how it works!
Steps
Onboarding your phone number
Use the feature!
1. Onboarding your phone number
In order to use the phone calling feature, you first need to onboard a phone number. You can either use VetRec's default number, or set up caller ID with your clinic's phone number. If you select VetRec's default number, your clients will see our number as the Caller ID. Therefore, we recommend onboarding your phone number so that your clients know who's calling them!
Here's a video on setting up caller ID:
2. Use the feature!
Step 1: Add patient's name and choose your template
Step 1: Add patient's name and choose your template
As with in-person visit recordings, add the patient's name in the box at the top, and pick a template from the menu in the top right. You can leave the patient name field blank to have the AI guess it from the recording. All your templates are compatible with both in-room recording and phone recording.
Step 2: Caller ID options
Step 2: Caller ID options
Choose the phone number you'd like your client to see when you call them. Choose "VetRec" number to use a phone number provided by VetRec. This number may change at any time and does not forward inbound calls to your clinic.
You can also add your own clinic phone numbers through the Settings page. Click here for instructions on adding your clinic phone number.
Step 3: Web vs Phone-calling options
Step 3: Web vs Phone-calling options
Choose "Web" to speak to your client through the web app, or "Phone" to speak to them through the phone.
Web option
Web option
When "Web" is selected, ensure that the readiness indicator is green. This means that the VetRec app is ready to make a call.
If the readiness indicator is grey or red, click the circular 'retry' button to reconnect.
How to ensure that microphone is working properly before recording
How to ensure that microphone is working properly before recording
Always ensure that your microphone is working properly by clicking "Test Audio".
A pop-up will appear allowing you to test your audio. You should always see that you are being recorded, and there should be a sine wave next to the recording. If you are not seeing the sine wave, the microphone is not on and your conversation is not being recorded
When calling via the web, you can control the call with the buttons on the right. You can change the microphone you're using to speak through with the "Select microphone" dropdown menu. You can mute your microphone by clicking "Mute". To end the call, click "End call".
Once your call is complete, click the blue 'Generate Notes' button in the lower right to process your call.
Phone option
Phone option
When "Phone" is selected, our system will call you to begin the call. Type the phone number you'd like us to call you at into the "Call Me At" field. This can be any phone number. You do not have to verify this number in the Settings. If you leave the "Call Me At" field blank, we will use the number you selected for Caller ID instead. If you want us to call you at a direct extension, you can add your extension into the "Extension" field next to the "Call Me At" field.
The "Call Me At" number is never shown to your clients!
Next, enter your client's phone number into the "Client Number" field at the bottom. If they have an extension, you can add it into the "Extension" field next to it.
Finally, once all the information we need to start a call is present, the "Start Call" button on the right will turn blue, so you can start the call.
When calling via phone, you will first receive a call from VetRec at the number you entered in the "Call Me At" field. After answering this call, you will be prompted to press "1". After pressing 1, VetRec will call your client's phone number. To end the call, hang up your phone.
Once your call is complete, click the blue 'Generate Notes' button in the lower right to process your call.
Consent Recording Message
By default, before we connect you to your client, we will play a message that lets them know that the call may be recorded. You can configure whether or not we play a message, as well as customize the message itself, in the Settings page.
Go to Settings, and then click on "Team Settings". Next, click on "Phone" and then you'll be able to customize your recording message.
