Phone Configuration for Clinics (CSG)
1. After the agreement to transfer the phone number from the previous carrier to Vonage has been signed the extensions will automatically be created in the portal. To begin create a new user and assign it to each extension. Log into the admin portal and select 'Extensions' under the 'Phone System' category and then search for your new location. Hover over the extension and select 'Edit' on the right hand side.
2. From the extension page click on 'Select a User' and then click on 'Add User'.
3. Use the naming conventions and settings/permissions shown below to create the new user and then click on 'Save'. Repeat for each extension.
Note: Each extension will have a different 'Last Name' and 'Username' (e.g., Line 1, Line 2, Line 3, etc.).
4. From the Basic Settings page click on 'Devices' and then select 'Add Device'.
5. Enter the device's MAC address as the 'Device Name' and in the 'MAC Address' field. Then select the 'Make' and 'Model' of the device and click 'Save'. Repeat for each extension.
6. After adding all devices you will need to create the call group. Select 'Call Groups' under the 'Phone System' category and find the extension for the location that you are setting up. Hover over the extension and click on the 'Edit' button on the right hand side.
7. From the edit call group page change the Call Group Name to the clinic number and clinic name. Then add in the extensions that you had set up in previous steps and set the blast ring setting the '5 Rings - 25 Seconds'. Then click the 'Save' button.
Note: The voicemail tab on this page can be used to configure the voicemail for the clinic. Most clinics choose to either forward the voicemails to a specific extension for a phone at the clinic or forward the voicemails to a specific email.
8. After setting up the call group note the specific extension for the group. Then click on 'Virtual Receptionist' under the 'Phone System' category and click on 'Add New'.
9. From the add virtual receptionist page use the below naming conventions to set up the Virtual Receptionist Details. Set the 'Name' to the clinic number/name and use the clinic number as the 'Virtual Receptionist Extension Number' (you will need to drop any leading zeros to set it as the extension number). Then set the location and leave the 'Dialing and Administration' field blank until the clinic phone number has been released by the previous carrier. Click on the 'Save' button and then select the 'Schedules and Call Flows' tab on the left side.
10. After selecting the 'Schedules and Call Flows' tab click on the 'Add New' button. From the 'New Scheduled Call Flow' pop up window give the schedule a name of '24/7 Schedule', select the 'All day' checkbox and set the scheudle to repeat daily and never end. Then select 'Call Flow' at the top of the pop up window.
11. From the 'Call Flow' tab set the action to 'Forward calls to extension' and then select the extension for the call group that you created. Click 'Done' and then 'Save' to complete your virtual receptionist set up.
12. Once the port has been completed and the clinic number is available you can navigate back to the 'Virtual Receptionist Details' page (see in step 9) to add in the clinic phone number under the 'Dialing and Administration' section. Please remember to confirm that clinics can receive incoming/outgoing calls and remember to configure the voicemail in the manner that works best for the clinic.