Handling Inbound Calls in the Agent App

Let's check out how to handle Inbound Calls in the VoiceStack agent application.

Answering Calls From the Call Overlay

When you receive an inbound call, the call overlay appears on your screen. Click Accept to answer the call, or click Decline to reject or end it.

Call Overlay for Existing Patients

If the caller is a patient whose details are saved in the contacts or PMS, the call overlay displays the following details:

• Caller Name
• Caller Location
• Caller's Date of Birth
• Next Appointment
• Last Called
• Balance Due
• Linked Patients (if any)
• Practice Location, Call Source, and Phone Tree Details.

Note: To navigate to the PMS, click the external link icon.

Call Overlay for New Patients

For new patients, the call overlay displays only basic details, such as the caller's phone number, practice location, call source, and phone tree details.

Note: When the VoiceStack Agent App is idle or running in the background, an incoming call notification will appear. 

Access Patient 360 and Conversation History

1. During a call, click the maximise icon in the call overlay to open the Patient 360 screen.
2. From the Patient 360 slide-out panel, click Conversation History to view the patient's past interactions. Each conversation includes an iQ Summary and iQ Analysis, helping you understand the context and key details of past calls at a glance.

Support

Need further help? Contact [e-mail] or call [phone].