How do I use CoVet to summarize a phone call with a client?

Verifying your Clinic Phone Number for Caller ID

To display your clinic’s phone number on Caller ID when calling clients, you must first verify the number.

Setting this up is fairly simple if your phone line rings directly through to a person. Simply pick up the phone when it rings and enter the verification code CoVet provides in the app.

If your clinic has a phone tree or auto-attendant, please follow these steps to verify your number:

1. Do a test call to determine the needed sequence

Call your own phone number and determine the sequence of buttons a person needs to push to navigate the phone tree so it rings through to a real person. Pay close attention to the timing of pauses, and ideally take notes on all of this (they'll help in the next step). 

2. Set up the verification call in CoVet

Program the main phone line number into the primary text box when prompted to verify a number.

Then, use the "Ext" (extension) text box to program in the directions the automated call requires to navigate your phone tree so it can ring through and a real person can pick up - that is the end goal you're aiming for with this verification step.

Let's use two phone tree examples. Note that the one special character you may need here is a "w" - each "w" creates a 0.5 second pause, and you can use as many as you like.

Example 1:

If you want a caller to connect directly to your desk phone, have them dial your extension — for example, 535 — as soon as the automated phone tree answers.

In this case, enter 535 into the Ext box. These numbers will be dialed immediately once the call is picked up, causing your desk phone to ring.

Example 2:

If a caller needs to first press "1" for English, wait three seconds, and then press "0" for Reception:

Enter 1wwwwww0 into the Ext box.

• The 1 simulates pressing "1" for English.

• The six w characters create a three-second pause before dialing 0.

If this doesn't work, try entering ww1wwwwww0 instead. Adding two w characters at the beginning inserts an extra pause, helping ensure that the system correctly registers the initial "1."

3. Complete the call and enter your validation code

Once you have your number (and extension string, if required) programmed you'll have to enter a label for this phone number. I most cases it will be "Main Clinic Number" or something to that effect. Click "Save" and a call will be initiated.

A verification code will also be displayed on your screen within CoVet. Once the automated call that was just initiated rings through and is picked up by a person they will need to enter that verification code into the phone. They should then hear an automated message telling them the verification was successful.

Now that you have a verified Caller ID number you can now use the In-App calling feature as outlined in the video below!

If someone on your team has already verified the clinic phone number

You will still need to enter the number to use it as a verified Caller ID number, but you will not receive a phone call and you will not have to enter a verification code. CoVet will automatically recognize the number has been previously verified by your teammate and it will immediately become available to you.

Note, you and your teammate need to be on the same team within CoVet for this to work. If you are looking to deploy a verified phone number across a larger clinic with multiple teams please contact support@co.vet for help.