A caller could not get through
The checks to run when a patient says nobody answered, from your forwarding hours to the call log, and how to fix each cause.
3 min read
Key terms
- Forwarding. The setting with your phone carrier that sends calls on your practice number to 2care.
- Forwarding hours. The times you have chosen for calls to go to 2care, such as after hours, lunch or all day.
- Call log. 2care's record of every call it answered, with the time, the caller's number and a transcript.
How calls reach 2care
Your patients keep dialling your usual number. Your carrier forwards those calls to 2care at the hours you choose, and 2care answers on the first ring, 24 hours a day. When the agent hands a call to your team, it does so as a warm transfer with the transcript and a summary attached.
Checks to run
- Get the details. Ask the patient for the date, the rough time, the number they called from and the number they dialled.
- Search the call log. Look for a call from that number at that time. If it is there, read the transcript to see what happened.
- Check the forwarding hours. If no call is logged, check whether your line was set to forward to 2care at that hour. A call outside your forwarding hours rings at your practice as usual.
- Check the forwarding itself. Ask whoever manages your phones whether forwarding was switched on that day. A change at the carrier or a new phone system can switch it off.
- Check the number. Make sure the patient dialled the practice number that forwards to 2care, and not an old or direct line.
- Check a transfer. If the log shows the agent transferring the call, check whether the staff line it went to was answered at that time.
What you usually find
| What you find | What it means | What to do |
|---|---|---|
| Call in the log, request handled | The call was answered and the agent dealt with it | Share the outcome with the patient |
| Call in the log, transferred to staff | The agent passed the call to your team | Check who was covering the staff line |
| No call in the log, outside forwarding hours | The call rang at your practice | Review your forwarding hours |
| No call in the log, inside forwarding hours | The call did not reach 2care | Check forwarding with your carrier, then contact us |
Getting help
If forwarding is on and a call at a forwarded hour is still missing from the log, contact your onboarding specialist or account contact. Send the patient's number and the date and time of the call, and we will trace it with you.
Questions
How many calls can 2care answer at once?
2care handles 1,000 or more calls at the same time and scales with demand. A busy Monday morning is answered like any other hour. See overflow during busy hours.
Can we forward only when our team is busy?
Yes. You choose the hours calls forward, such as after hours and at lunch, and overflow cover picks up the calls your front desk cannot reach. See forwarding your number.
What if the caller hung up before the agent spoke?
Check the call log for a short call from their number at that time. If you find one, the call reached 2care, and your team can call the patient back.
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