Short answer - You are calling in from a registered device. We see the caller ID of that device, know it is associated with a provider profile, and take them into the provider-facing component of the phone application. Call in from a device that isn't registered with a provider, and it will work fine.
Long answer - On Call Central recognizes when a call is coming from a registered provider device based on the caller ID.
If you call from a phone number that is registered to a provider profile, the system identifies you as a provider. You are routed to the provider-facing menu. If you call from a phone number that is not associated with a provider, the call is treated as a standard caller You will hear the regular patient-facing menu. This behavior is intentional and helps ensure that providers can quickly access internal options (such as retrieving or returning messages) without going through the public menu.
If you need to hear or test the patient-facing menu, you have a few options:
- Call from a non-registered phone number. You can use a different device, such as another cellphone or an office phone.
- Call from your phone with caller ID blocked (e.g., dialing *67 before the number), which prevents the system from recognizing your number as a provider
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