Portal Phone - Setup Guide

• Practice-wide main line with call forwarding or voicemail routing
• Missed call auto-SMS with a customizable automated message
• Provider-specific direct lines, cell numbers, masking, and 4-digit PINs
• Operator scheduling by day and time with primary and secondary operators
• Call Tree (directory) with menu messages, business hours, and digit-based routing
• Voicemail inbox with filtering by line and type, and patient linking
• Hold (Beta) for placing active calls on hold
• Call Queue (Beta) to queue callers instead of routing them to voicemail
• Logs & Statistics for all calls and SMS activity with date filtering
• Twilio integration for full VoIP phone functionality

• FXMedSupport must be installed and active inside Cerbo
• A Twilio account is required — have your Twilio Client ID (Account SID) and Client Secret (Auth Token) ready before setup
• Your practice main phone number must be ready to enter
• All providers must already be set up as users in Cerbo before configuring their lines

1. In the FXMedSupport widget, click the Available Apps tab at the top.
2. Locate Portal Phone in the Communication section. It is listed as Button 9.
3. Click Portal Phone to open the app.
4. The app opens to the Phone Settings tab by default. The tabs across the top are: Phone Settings, Operator Schedule, Call Tree, Voice Mails, Hold, Call Queue, Logs & Stats, and Twilio Settings.

1. Click the Phone Settings tab at the top of Portal Phone.
2. Under Practice-Wide Main Line, enter your practice main phone number in the Main Number field.
Note: This number is also used for sending outbound SMS messages from your practice.
3. Under Calls to Main Line Routing Number, choose how incoming calls are handled:
• Select Forward to Number to route all incoming calls to another phone number. Enter that number in the Forward Incoming Calls Number field that appears to the right.
• Select Voice Mail to route incoming calls directly to voicemail.
4. If you selected Voice Mail, optionally check the Apply main voice mail to providers? checkbox to apply the same main voicemail greeting to all providers in your practice.

1. Scroll down to the Voice Mail Setting section.
2. In the Message (Text-to-Speech Narrated) box, type the greeting message you want callers to hear when they reach voicemail. The system will read this message aloud automatically.
3. Alternatively, click Choose file under Voice Mail Greeting (Upload file) to upload an mp3 or wav file as your voicemail greeting instead.
Note: Use either the text-to-speech message or an uploaded file — not both at the same time.

1. Scroll down to the Missed Call Auto SMS section.
2. Check the Enable Missed Call SMS checkbox to activate automatic text messages for missed calls.
3. In the Missed Call SMS Message box, type the automated reply that callers will receive when their call is missed.
Example: "So sorry we missed you. We are with clients and will get back to you ASAP."

1. Scroll down to the Provider-Specific Lines section.
2. Optionally check Auto Refresh 4 Digit Pin after 24 hours to automatically rotate each provider's PIN code every 24 hours.
3. Click the Users button to view the list of all providers.
4. Click a provider name to expand their individual settings and configure the following:

a. Enable VOIP (APP phone) — check this box to enable the in-app VoIP phone for this provider.
b. User's Cell — enter the provider's personal cell phone number.
c. Twilio Direct Lines — configure each direct phone line assigned to this provider:
• Enter a label name for the line (e.g., "Kevin Mackey" or "HC Kevin").
• Enter the direct line phone number.
• Enable Masking — check this to display the practice main number on outbound calls instead of this direct line.
• Enable 4 Digit Pin — check this to generate a PIN code for this line. The Code will display below once enabled.
• Direct Dial — select what happens when someone dials this line directly:
- Ring Direct Line
- Route to Voice Mail
- Route to Main
• Call Tree — select what happens when a call arrives from the Call Tree:
- Ring Direct Line
- Route to Voice Mail
- Route to Main
• No Answer — select what happens if the call is not answered:
- Route to Voice Mail
- Route to Main
• Voice Mail Message — type a text-to-speech voicemail for this line, or click Choose file under Voice Mail Greeting (Upload File) to upload an mp3 or wav file.

5. To add a second direct line for a provider, click Add New Line.
6. Repeat these steps for all remaining providers in the list.

1. Still in the Provider-Specific Lines section, click the Resources button to view resource-type lines (e.g., API FXMedSupport, Resource Nutrition, Resource Future Labs).
2. Configure each resource's Twilio Direct Lines settings the same way as for providers in Step 6:
• Enable VOIP if applicable.
• Enter User's Cell if applicable.
• Configure each Direct Line with a label, phone number, Enable Masking, Enable 4 Digit Pin, Direct Dial, Call Tree, and No Answer settings.
3. Click Save Changes once all resource settings are configured.

1. Click the Operator Schedule tab at the top of Portal Phone.
2. Check the Enable schedule? checkbox to activate scheduling.
3. For each day you want to configure, set the following fields under Day / Time and Call Handling:
a. Day — select the day of the week from the dropdown (e.g., Monday, Tuesday).
b. Start Time — select the start time for this schedule slot (e.g., 00:01).
c. End Time — select the end time for this schedule slot (e.g., 23:55).
d. Primary Operator — select the main operator who will receive calls during this time slot.
e. Secondary Operator — select a backup operator who will receive the call if the primary is unavailable.
f. Disable Alternate Operator Routing — optionally check this box. When enabled, all incoming calls go to the primary operator only. The secondary operator receives calls only if the primary is already on a call.
4. Click + Add more Schedules to add a schedule entry for another day.
5. Click the trash icon (Delete This Operator Schedule) to remove a day's schedule.
6. When finished, click Save Settings.

1. Click the Call Tree tab at the top of Portal Phone.
2. Check the Enable Call Tree (Directory) checkbox to activate the call tree. When enabled, callers are given numbered menu options to route their call.
3. Optionally check Enable Voice Mail. When enabled, callers who are not answered are routed to voicemail. When unchecked, unanswered callers are returned to the main menu.
4. Optionally check Require Hash(#) Key. When enabled, callers must press # after entering a number to confirm their selection. When unchecked, only single-digit selections (1–9) are supported.
5. Under Call Tree Greeting, check Enable Menu Message? to enable a text-to-speech greeting for callers.
6. In the Call Operator Name field, enter a name for the general call operator option (e.g., "Call Operator").
7. Under Menu Message (Text-to-Speech) Greeting, type the greeting message callers will hear when they call.
Example: "Hello, this is FXMedSupport. Please select one of the options in our menu and we will assist you ASAP."
Alternatively, click Choose file under Menu Greeting (Upload File) to upload an mp3 or wav greeting file.
8. Optionally check Enable Provider Menu to include provider-specific options in the call tree.
9. Under Business Hours, set the days and time ranges when the call tree is active:
• Select a Day, Start Time, and End Time for each row.
• Click + Add more Business Hour to add additional day entries.
• Click the trash icon (Delete This Business Hours) to remove a day entry.
10. Under Call Tree Options (Directory), assign each numbered option to a Cerbo User:
• Option 1 — select a Cerbo User (e.g., Call Operator)
• Option 2 — select a Cerbo User (e.g., Kevin Mackey)
• Option 3 — select a Cerbo User (e.g., HC Kevin)
• Option 4 — select a Cerbo User (e.g., Information)
• Click + Add Cerbo User Digit Option to add more numbered options.
• Click Delete This Cerbo User Option to remove an option.
11. Click Save Settings when finished.

1. Click the Voice Mails tab at the top of Portal Phone.
2. Use the Filter Voice Mail Messages section to narrow your results:
• Filter Calls to Line (Number) — select a specific phone line or leave as "All."
• Voice Mail Type — select All, General VM, or Patient VM.
• Check Save as Default Filters to save this as your default view, then click Save Filters.
3. Review the voicemail list. Each entry displays: Mark Read, Caller (Patient Name), From, To, Date (CST), Transcript, Recording, and Actions columns.
4. Click the play button in the Recording column to listen to a voicemail.
5. To link an unrecognized caller to a patient:
• Click Add as Patient next to their name.
• Enter the Patient ID in the Link Patient Id dialog that appears.
• Click Save Changes.
6. Check the Mark Read checkbox for any entry to mark that voicemail as read.
7. Click the red trash icon in the Actions column to delete a voicemail.

1. Click the Hold tab at the top of Portal Phone.
2. The Calls List section displays any calls currently on hold, showing Provider, Number, and Action columns.
3. To place an active call on hold, click the Place Active Call On Hold button in the top-right corner of the Calls List.
4. Calls placed on hold will appear in the list where they can be managed or retrieved.

1. Click the Call Queue tab at the top of Portal Phone.
2. Check the Enable Call Queue checkbox to activate the call queue. When enabled, callers will be held in a queue instead of going to voicemail when all operators are on calls.
3. Under Hold Music, review the current hold music using the player. To replace it, click the red delete icon and upload a new file.
4. Click Save Changes to save your call queue settings.
5. The Calls in Hold Queue (BETA) section shows live queue information including: number of callers, average wait time, Queue Name, and Queue Sid.
6. To connect a specific provider to the queue:
• Click the Connect To Queue button.
• In the Connect Provider To Queue dialog, select a provider from the Select Provider dropdown (e.g., Kevin Mackey, Muhammad Yaseen).
• Click Initiate Connection.

1. Click the Logs & Stats tab at the top of Portal Phone.
2. Click the Sync Logs button in the top-right corner to pull the most up-to-date records. Allow 2–3 minutes for data to update.
3. Under Filter, set a Start Date and End Date and click Apply Filter to view records for a specific time period.
4. The Calls section displays:
• Inbound — total minutes and number of inbound calls received
• Outbound — total minutes and number of outbound calls made
• Text-to-Speech — total number of text-to-speech uses
• Total Minutes — total call time across all calls
• Total Calls — total number of calls made and received
5. The SMS section shows Inbound, Outbound, and Total SMS message counts.
6. The call log table below lists each individual call with: Call Type, Provider Name, From, To, Date Created (CST), Status, Duration, Start Time (CST), and End Time (CST).

1. Click the Twilio Settings tab at the top of Portal Phone.
2. Note the Webhook URL and Status Change Webhook URL displayed on this screen. These are the URLs you will need to configure inside your Twilio account.
• Webhook URL: https://app.fxmedsupport.com/webhook/twilio-call/20
• Status Change Webhook URL: https://app.fxmedsupport.com/webhook/twilio-call-change/20
3. In the Twilio Client Id field, paste your Twilio Account SID.
4. In the Twilio Client Secret field, paste your Twilio Auth Token.
5. Click Save Settings to complete the Twilio integration.
6. Once saved, Portal Phone will use Twilio to make and receive phone calls, send SMS messages, and manage all phone lines configured for your practice.

Phone Settings configured with your main line number, routing method (forward or voicemail), and Forward Incoming Calls Number if applicable.
Voice Mail Setting completed with a text-to-speech message or an uploaded mp3/wav greeting file.
Missed Call Auto SMS enabled with a custom automated reply message.
Provider-Specific Lines (Users) configured with VOIP enabled, cell numbers, direct lines, masking, 4-digit PINs, and call routing preferences for each provider.
Resources configured for any non-provider phone lines in your practice.
Operator Schedules defined for each day with primary and secondary operators and Save Settings clicked.
Call Tree set up with Enable Call Tree checked, a menu greeting configured, business hours added, and numbered directory options assigned to Cerbo Users.
Voice Mails reviewed with filters set; unrecognized callers linked to patients via the Link Patient Id dialog.
Hold (Beta) reviewed; active calls can be placed on hold using the Place Active Call On Hold button.
Call Queue (Beta) configured with Enable Call Queue checked, hold music set, and Save Changes clicked.
Logs & Statistics reviewed with date filters applied and Sync Logs used to pull updated records.
Twilio Settings connected with Twilio Client ID and Client Secret entered and Save Settings clicked.

Calls are not being received → Verify your Twilio Client ID and Client Secret are correct in the Twilio Settings tab and that you clicked Save Settings after entering them.

Voicemail is not playing for callers → Confirm that Voice Mail is selected under Calls to Main Line Routing Number in Phone Settings and that a message is entered or a valid mp3/wav file is uploaded in the Voice Mail Setting section.

Operator is not receiving calls at the scheduled time → Confirm the Enable schedule? checkbox is checked on the Operator Schedule tab, and that the correct day, time range, and operator are saved by clicking Save Settings.

Call Tree is not routing callers correctly → Ensure the Enable Call Tree (Directory) checkbox is checked and that at least one Call Tree Option (Directory) entry is configured with a Cerbo User assigned. Verify that business hours are set and the settings are saved.

Call Queue is not placing callers in queue → Verify that Enable Call Queue is checked and that you clicked Save Changes. Also confirm that the provider has been connected to the queue via the Connect To Queue button.

Missed call SMS is not being sent → Confirm the Enable Missed Call SMS checkbox is checked in Phone Settings and that a message is entered in the Missed Call SMS Message field.

Provider does not appear in the Operator Schedule dropdown → Ensure the provider is set up as a Cerbo user and has at least one direct line configured in the Provider-Specific Lines (Users) section.

Logs are not showing the most recent calls → Click the Sync Logs button on the Logs & Stats tab and wait 2–3 minutes for the data to refresh, then apply your date filter and click Apply Filter.