Community Connection 02-04-26

Community Connection Support Article – Wednesday, February 4Presenter: Kevin (FXMedSupport)
This Community Connection covered major updates and deep-dive walkthroughs of FXMedSupport’s communication systems, including the new Bulk RoboCall application, PortalPhone (phone system), SMS upgrades, and best practices for using the desktop and mobile apps.
What’s New at a Glance

• New Bulk RoboCall System (voice broadcast, scheduling, logs)
• Deep dive into PortalPhone (VOIP-based phone system)
• Call trees, operator schedules, extensions, and call queues
• Voicemail transcription and patient chart integration
• SMS system upgrades, including SMS Tunnel and pushing texts into encounters
• Desktop vs mobile app calling workflows

Bulk RoboCall SystemThe Bulk RoboCall system was introduced in response to requests for voice customization and expanded automation. It mirrors the existing Bulk SMS system.
Key Capabilities

• Send bulk voice messages to patients
• Target recipients using:
  
  • Patient conditions (recommended default)
  • Active patients
  • Specific patient groups (e.g., patients with appointments this week)
• Use cases include:
  
  • Same-day appointment notifications
  • Office closures or urgent announcements
  • Weekly or condition-based updates

Features

• Text-to-speech message input
• Scheduling (send immediately or at a later date)
• Activity logs for tracking sent calls
• Settings toggle to enable/disable the system

This adds another communication channel alongside bulk SMS, bulk email, and bulk portal messaging.
PortalPhone Overview (Phone System)PortalPhone is FXMedSupport’s integrated VOIP phone system, originally designed to protect provider phone numbers and now evolved into a full-featured practice phone solution.
Core Concepts

• Uses a Twilio-connected main phone number
• VOIP-based (no reliance on personal cell numbers)
• Supports multiple users, extensions, and resources
• Designed to replace expensive third-party phone systems

Most practices can significantly reduce monthly phone costs by using PortalPhone.
Main Line BehaviorWhen configuring the main phone line, you can define what happens when calls are not answered:

• Route to voicemail (with text-to-speech or uploaded audio)
• Auto-send a follow-up SMS (e.g., “Sorry we missed you, we’ll get back to you ASAP”)
• Auto-forward to another phone number (if not using the full system)

Users, Extensions, and ResourcesUsers vs Resources

• Users: Can answer calls
• Resources: Informational endpoints only (dead-end voicemail or instructions)

Each user can have multiple direct lines (extensions), each with different behaviors.
Direct Line RulesYou can define different actions depending on how a call reaches a user:

• Direct dial vs call tree selection
• If unanswered:
  
  • Route to voicemail
  • Route back to main line

This allows flexible handling for internal staff, health coaches, providers, or administrative roles.
Call MaskingEnable Masking ensures that outbound calls display the business main line instead of a user’s direct extension.

• Recommended default for most practices
• Prevents tying up the main inbound line
• Users can still choose to call directly from the main line if needed

4-Digit PIN Bypass SystemThe 4-digit PIN system allows urgent callers to bypass call trees.
How It Works

• A unique PIN is generated for a user
• Patient enters the PIN during the call tree prompt
• Call immediately rings the specified user

Security

• PIN refreshes automatically after use
• Optional auto-refresh every 24 hours even if unused

Ideal for urgent patient access to specific providers or care team members.
Operator ScheduleThe operator schedule controls inbound call routing.
Configuration Options

• Select days of the week
• Assign primary and secondary operators
• Define start and end times
• Choose alternating routing or priority routing

Outside scheduled hours, calls follow fallback rules (e.g., voicemail).
Call Tree SystemThe call tree allows callers to navigate options before reaching a user.
Features

• Enable/disable call tree per schedule
• Menu messages (typed or uploaded audio)
• Directory-based options (user listings)
• Provider menu toggle
• Optional requirement to press the pound (#) key

Call Operator Option

• “Call Operator” routes directly to the operator schedule
• Requires operator schedule to be enabled and staffed

Voicemail SystemVoicemails are fully integrated into the platform.
Capabilities

• Automatic transcription
• Caller identification
• Timestamped records
• Assignment to patient charts when applicable
• Mark as read, add notes, delete, or filter by line

This ensures no voicemail is missed and improves team visibility.
Call QueueThe call queue prevents calls from going straight to voicemail when operators are busy.
Behavior

• Calls wait in a queue when all operators are on the phone
• Optional music or voice messages
• Any available operator can pick up queued calls

This is ideal for high-call-volume practices.
Call Logs and AnalyticsPortalPhone includes a comprehensive logs and stats dashboard:

• Inbound and outbound call history
• RoboCall (text-to-speech) usage
• Total call minutes
• Filtering and searching
• Manual log re-sync with Twilio

Using PortalPhone on DesktopBest Practice

• Launch the app using Open App in the footer
• Opens PortalPhone in a separate tab or window
• Prevents accidental call disconnections when navigating patient charts

Desktop Actions

• Go online/offline
• Start calls from patient profiles
• Free dial external numbers
• Hold, mute, transfer, or warm transfer calls

Transfers vs Warm Transfers

• Transfer: Immediately sends caller to another user
• Warm Transfer: Lets you speak to the receiving user first before completing the transfer

Warm transfers prevent dropped calls and improve patient experience.
Mobile App CallingWhen logged in on mobile:

• Receive inbound calls
• Make outbound calls
• View call history
• See calls on hold
• Access voicemail with transcriptions

The system automatically routes calls to whichever device you’re logged into.
SMS System EnhancementsSMS Tunnel

• Centralized view of all patient text messages
• Two-way messaging
• Full message history

Push SMS to Encounter

• Select important SMS conversations
• Push directly into a patient encounter
• Creates a documented clinical record

Coming Soon

• Push SMS directly to tasks

Bulk SMS System

• Send messages to:
  
  • Patients via connected system (recommended)
  • Patient conditions
  • Lists of emails or phone numbers
• Schedule messages or send immediately
• Logs available for tracking

The Bulk RoboCall system was modeled directly after this workflow.
Dashboard Access for SMSTo display SMS on the dashboard:

• Go to App Settings
• Enable Dashboard Tunnels
• Select SMS Tunnel

Final NotesThis Community Connection provided a comprehensive walkthrough of:

• PortalPhone (phone system)
• Bulk RoboCall system
• SMS Tunnel and SMS dashboard

If you would like a deeper dive into any individual application or feature, please let the FXMedSupport team know.
For help or questions, always reach out to [email protected] so the team can assist you promptly.