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Phone Routing 📞

How to connect Annie to your office's phones

Connecting Annie to Your Existing Phone System

Connecting Annie to your phone system is a key step in getting your agent fully set up and ready to handle calls. Once connected, Annie can answer calls that would normally go to voicemail and assist patients instead.

Your Onboarder will provide you with a dedicated Annie phone number. This number is what your phone system will use to route unanswered calls to Annie.

This guide walks through the general setup process and provides baseline instructions you can share with your phone provider. While every phone system is a little different, these steps apply to most providers.

How Annie Should Handle Unanswered Calls

Instead of sending unanswered calls to voicemail, your phone system should be configured to externally transfer those calls to Annie.

When speaking with your phone provider, you can ask them to:

  • Replace your voicemail box with an external call transfer

  • Route unanswered calls to an external phone number

  • Ensure the transfer happens after your preferred ring time

This allows Annie to answer calls seamlessly when your team is unavailable.

Finding Your Annie Phone Number

Your Annie phone number will be shared with you during onboarding. You can also find it anytime in your portal by following these steps:

  1. Log in to your Annie customer portal

  2. Click Settings

  3. Select Agent Persona

  4. Scroll down to Voice Settings

  5. Your Annie phone number will appear directly above the Voice section

This is the number your phone provider will use for the external transfer.


Double-Check Call Routing Hours

Before finishing setup, make sure your phone system’s routing hours are configured correctly. This ensures calls are handled exactly how you expect during business hours, after hours, and on closed days.

Confirm things like:

  • When calls should transfer to Annie

  • When calls should ring the office first

  • Any after-hours or holiday behavior

This step prevents surprises later.

Need Help?

Every phone system is different, and setup steps can vary depending on your provider. If you have questions, run into issues, or want us to review your setup, we are happy to help.

Reach out anytime at support@helloannie.com and we’ll get you sorted.