• What is Caller ID?
• How much does it cost?
• Who is it available for?
• What are the main benefits?
• Which phone systems are compatible with Caller ID?
• When will I start getting charged for Caller ID?
• Can I answer the call from the Sidebar?
• What happens if an inactive/archived patient calls in?
• What happens if a patient who has a patient alert set up calls in?
• Does caller ID work in the web Sidebar?
• Can I see missed called in the Sidebar?
• How long will calls stay in my Recent Call Logs?
• Does Caller ID work for both mobile and home phone numbers?
• What do I do if I change phone providers?
• Can I use Caller ID if there are multiple phone lines at my practice?
• What does it look like when multiple patients call at the same time? 
• I'm stuck setting up Caller ID in the call verification stage, how do I fix this?
• What type of communication sent to a patient will I be able to see on the Sidebar?

What is Caller ID?

Caller ID is a feature that can integrate with your PBX phone system in order to bring up a caller's details in your Sidebar when they ring through.

Caller ID works by matching an incoming call with any patient records in your practice software that have the same number, then surfaces those patients in the Sidebar.

How much does it cost?

Caller ID is included in most subscriptions. 

Who is it available for?

At this stage, Caller ID is available for Best Practice, Medical Director and Zedmed practices. We are looking to expand the feature to other practices soon.

What are the main benefits?

Caller ID can help you:

• Identify patients quickly and accurately when they call
• Instantly access key patient information
• Provide a personalised patient experience

Which phone systems are compatible with Caller ID?

You can check whether your phone system is compatible during the set up process in the Caller ID tab of the Dashboard. For more information, please see: How to set up Caller ID

Can I answer the call from the Sidebar?

No, you will need to answer the call as normal through your own phone system.

What happens if an inactive/archived patient calls in?

Currently, we can only retrieve active patients in the Sidebar. If an archived patient calls in it will come through to the Sidebar with no matches.

What happens if a patient who has a patient alert set up calls in?

If you have set up a patient alert for a patient in the HotDoc Dashboard when they call the alert will display in the Sidebar. 

Does caller ID work in the web Sidebar?

Yes! Caller ID will work in both the web Sidebar as well as the installed version of the Sidebar.

Can I see missed calls in the Sidebar?

Yes! All calls, including missed calls, will be recorded in your Recent Call Log - see: How to view your Recent Call Log in the Sidebar. Additionally, 3CX customers will have access to a Missed call status - see: What does each call status mean?

How long will calls stay in my Recent Call Logs?

Calls will be automatically cleared from your Recent Call Logs after 12 hours. You can also manually remove a call from your logs by following the steps here: How to view your Recent Call Log in the Sidebar

Does Caller ID work for both mobile and home phone numbers?

Yes! We can match incoming calls from both mobile and home phone numbers.

What do I do if I change phone providers?

If you've already set up Caller ID and are changing phone providers, please submit a Support Request to discuss next steps by clicking the green Support button at the bottom of this screen.

Can I use Caller ID if there are multiple phone lines at my practice?

Yes! If your clinic uses multiple phone lines, Caller ID will still work. You will however need to cross check the number that you are answering with number in the Sidebar.

What does it look like when multiple patients call at the same time? 

You will see a Sidebar notification with the most recent caller, however you will only ever see one notification at a time. The incoming calls will list in the Recent call log in a descending order, with the most recent calls at the top.

To quickly identify the patients details, we recommend looking at the phone number on your handset, and matching this to the number in the recent call log. 

I'm stuck setting up Caller ID in the call verification stage, how do I fix this?

You can check out our helpful guide using the steps in the following article Caller ID setup troubleshooting guide

What type of communication sent to a patient will I be able to see on the Sidebar?

Under the patient's details, we'll show you all recent communications sent to that person. This will include Appointment Reminders, Recalls ( which includes Clinical reminders and Results), Booking confirmation emails, Form requests and Payment requests.