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Tebra Help Center

Call Whisper and Inbound Call Queue FAQs

Updated: 06/22/2023|Views: 87

The call whisper feature will whisper to the practice whether the incoming call via Practice Growth is from a new patient vs existing patient while the caller continues to hear ringing.

Call Whisper FAQs

Who can use call whisper?

All Practice Growth customers using Connect features. To activate Practice Growth Connect (starting with two-way text) navigate to the ‘Inbox’ tab in your Practice Portal and follow the prompts.

What are the benefits of activating call whisper?

Call whisper empowers your practice to understand which callers are new patients versus existing patients via Practice Growth prior to starting the phone conversation, thus demonstrating value before every phone call.

Does this need to be manually enabled by our practice?

No, the feature is enabled by default.

Can this feature be disabled?

Yes. You can disable by navigating to Settings>Communication>Call-to-Text>Settings within your Practice Growth Practice Portal. Once you have navigated to that page, you can toggle the ‘Call Whisper’ tab to deactivate/reactivate the feature as you wish.

How does call whisper work, technically?

When calls are made to our marketing phone numbers, we are able to indicate one of the following options to your practice, prior to connecting the call.

“Incoming call from Practice Growth with a returning patient”

“Incoming call from Practice Growth with a new patient”

“Incoming call from Practice Growth with a phone inquiry”

Is there a cost to use call whisper?

No; call whisper is included in your current subscription.

Will turning this on or off impact my patients’ experience when calling  (extended wait time, etc…)?

No, the message is very short and not perceived by the caller.

Call Queue FAQs

What is a call queue?

This update places callers in a queue prior to transferring them to the practice office phone when the phone line is busy, which is ideal for practices whose phone systems can only accept one call at a time.

What’s included in this update?

The ability to turn off the internal waiting queue on the dashboard if the practice adopts a phone system with a built-in waiting queue.

When should I use this feature?

This feature should be turned ON unless your practice has an internal phone system with an existing waiting queue, in which case it should remain OFF.

How will this improve my practice’s phone system?

Your practice would miss leads without the Inbound Call Queue, which prevents the incoming call from ending during busy times of the day. Instead, those calls are placed in a queue for your office staff to answer sequentially.

Can this feature be disabled?

Yes. If your practice adopts a new phone system with multiple phone lines this feature can be disabled within the portal. You can disable by navigating to Settings>Communication>Call-to-Text>Settings within your Practice Growth Practice Portal. Once you have navigated to that page, you can toggle the ‘Call Queue’ tab to deactivate/reactivate the feature as you wish.

How does it work, technically?

When enabled, additional calls made to your practice phone number will be placed on hold, if the patient chooses to wait to speak to an attendant. When a practice landline becomes available, the calls are transferred in the order received. Practices with existing waiting queues and this feature disabled will have all calls transferred immediately to the waiting queue of the practice and will rely on the practice’s phone system to connect callers.

Should I keep this feature disabled?

No, unless you are sure that your internal existing phone system has a waiting/hold queue.  If calls are normally routed to voicemail when you are on an existing call, then this feature should be turned ON.

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