Let’s make sure your calls land where you want them—and that your callers hear the right message if you’re helping someone else.
Run through this with the person who answers your practice’s calls before going live, after porting, or whenever your phone setup changes.
Before you start
Use a separate phone to make the test calls. Don’t call from the phone number that receives your forwarded calls.
Have your ClinicMonk™ app and the regular phone you want to answer nearby.
Use your own test contact and test messages, without client or health information. Testing may trigger follow-up, so let support know this is a test.
Confirm which number your practice shares publicly. If you still use your old number, ask support whether it forwards into ClinicMonk™.
1. Check where your calls should ring
Our standard onboarding setup is for calls to ring in both your app and your business phone, unless you’ve agreed on another arrangement with our team. We configure and test this for each user during onboarding. If either place isn’t ringing, send Live Chat Support the teammate who answers and confirm their business phone number.
Our team needs to check the destinations for each phone-menu choice, including the route for callers who don’t choose an option. Signing into the app alone doesn’t turn on ringing, and selecting one destination doesn’t automatically ring both.
For your mobile app, sign in with your own ClinicMonk™ team login. Allow microphone access, notifications and background calling where prompted. Check that your phone isn’t silencing calls or notifications.
Answering on a computer instead? Keep ClinicMonk™ open in your browser, allow microphone access and test calls there too. Tell support whether your team plans to answer on the computer, in the mobile app, or both.
An admin can review Settings → Users (or My Staff) → the person answering → Call & voicemail on a computer. Phone-menu calls may use a different setting called Default Channel for IVR. If you’re unsure, ask us to check it with you.
Where to find your ringing settings
These screenshots show the separate ringing and phone-menu controls. The selected values are examples, not instructions to copy. Ask support to confirm your setup.
2. Call your practice’s public number
From the separate test phone, call the number shown on your website. If that’s an old number forwarding into ClinicMonk™, also test your ClinicMonk™ number directly. This helps us spot where a call stops reaching the right place.
If you use our phone menu, make separate calls for Press 1: New Inquiry, Press 2: Current Client, and no selection. Listen for the correct greeting and check that each route rings the intended person. If your practice has an agreed setup without this menu, test that route instead.
3. Check both ways of answering
On the first call, watch whether both your app and regular phone ring, if that’s your chosen setup. Answer in the app and make sure you can both hear each other.
Hang up and call again. Answer through your regular phone and check the sound both ways. Follow any prompt to press a key to accept.
Repeat for each phone-menu option and each teammate who answers calls. Also try an app call while the phone is locked.
If one place doesn’t ring, note the time, menu option and device. Send those details to support so we can check the exact route.
4. Let a call go to voicemail
Call again and let it ring without answering. Check that you hear your practice’s correct voicemail greeting and can leave a short test message.
Open Conversations in ClinicMonk™, find your test caller and check that you can find and play the voicemail. If it lands in your outside phone provider’s voicemail instead, tell support.
Why this matters: an outside voicemail system can answer before ClinicMonk™ finishes ringing. ClinicMonk™ may then count the call as answered, so a missed-call text won’t send. We’ll help you check ring times and voicemail routing.
5. Check your missed-call text
If texting is approved and your missed-call workflow is enabled, test an unanswered call from a phone that can receive texts. Check that the right message arrives. New inquiries and current clients have different messages; current clients shouldn’t receive the new-inquiry consult-booking link.
If you use the standard phone menu, also test no selection. That route should use the current-client message rather than create a new inquiry. Your team can confirm any custom arrangement.
If texting isn’t approved yet, support needs to confirm this part after approval. Working calls don’t mean texting is ready.
6. Check outgoing calls and texts
Make a call from ClinicMonk™ or your ClinicMonk-connected app to the separate test phone. Check the number displayed and the sound both ways. Calling back from your phone’s regular dialer may show your personal number instead.
Once texting is approved, send a short test message from Conversations and reply from the test phone. Check that both messages arrive. Forwarding calls doesn’t forward texts into your regular messaging app.
All checked?
You’re looking for the right greeting, the right devices ringing, clear sound, a voicemail you can play, the correct follow-up message, and the correct outgoing number.
If anything feels off, open Live Chat Support inside ClinicMonk™. Tell us the test time and time zone, which number you called, the menu option you chose, and what happened. Please don’t send client information or passwords.
Keep your old phone service active until our team confirms your port is complete and calls, voicemail and texts have been tested.
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