VetRec's Phone Call Recording feature makes calls on your behalf to your clients. In order for VetRec to appear to your clients as though it were your clinic calling them, you must verify your clinic's phone number in the Settings page.
Here is a video to set up Caller ID:
Instructions:
Step 1: To add the number for your entire team, visit Settings > Team Settings > Phone. To add it only for yourself, visit Settings > Personal Settings > Phone.
On that page, click "Add Phone Number" to start the verification process.
Step 2: Enter the phone number you want to use as caller ID into the phone number field. You will need to be able to receive a call from us at this number.
When our automated system calls you, there will be approximately a 30 second timeout before the code becomes invalid. You must be able to answer the phone and input the code within this time.
If our system needs to enter an extension or traverse through the IVR tree (different options until it lands into a landline that someone will pick up) you can add an extension in the box next to the phone number.
For example:
You are trying to set up Phone Calling for your hospital
The main line of your hospital has a recorded message where it greets the caller for 4 seconds, then it gives multiple options "press 0 for the front desk", "press 1 for medical records", "press 2 for...."
In this case, it seems that if we were to press 0 it would go to the front desk and someone would be able to type in the unique code below in Step 4 below. So, we can type "0" for the extension in the settings above.
However, this might not be enough. As we said in point 2 above, the recorded message in this example plays for 4 seconds before allowing the caller to type an option. This is where the Ext. Delay (s) box comes in. This makes the VetRec verification system wait a specified number of seconds before attempting to press the number for the option.
So, all in all, what would happen is the following: VetRec verification system will call your hospital's main line, it will wait 4 seconds (for this particular example), then it will "press 0" to be connected to your front desk. Someone at the front desk (or you if you are setting this up) will pick up, type in the code that shows in your VetRec settings (step 4 below. Note, each code is unique for each VetRec account), and voila! Your phone number will be verified with VetRec!
Step 3: When you are ready, click "Call Me".
Step 4: Within a few seconds, you will receive a call at the number you entered, and a code will appear on the screen. The call will always have a caller ID of +1 (415) 723-4000. After you answer the call, enter the six-digit code into your phone's keypad. You may then hang up. The settings screen will automatically update to show your phone number. This may take up to a minute after ending the call.
Note: For security reasons, we currently only allow one user or team to verify a phone number through the Settings page. If you are seeing an error that says "This phone number is already verified with VetRec", please contact support to add the number to your account.
