Front desk calm, even at 9am Monday.
Auto-attendant catches the early flood. Queue with hold music + wait-position. Recording with the controls clinical practice needs. Built so reception can run a busy day without dropping calls.
The 9am Monday phone meltdown.
Engaged signal at peak
14 patients hammering one line means an engaged tone — and a patient who rings the clinic up the road.
Calls bounced to voicemail
A generic mailbox patients hate, and recalls that never get returned.
Recording you can’t control
Either everything is recorded or nothing is — no pause for the sensitive moments.
Designed around the Monday-morning rush.
You don’t want 14 patients hammering the front desk while the doctor finishes a long consult. You want them queued, informed, and answered in order.
Controlled recording
On/off per line, per user. Pause on PCI. 180-day vault for medico-legal.
Multi-level IVR
"Press 1 for results, 2 for appointments, 3 for accounts." Self-edit any time.
Position-in-queue
Hold music + announcement: "you’re caller 3 in queue".
After-hours redirect
Locum/answering-service handover with clinical script handoff.
Wallboard
See live queue length on a TV at reception — staff up before patients notice.
AU data sovereignty
Voice + recordings stay in Sydney/Brisbane data centres.
Ipswich Family Dental — 6 chairs, 220 calls a day.
Six chairs, two practice managers, 220 inbound calls on a good day. Their old system had no queue — calls either rang reception (engaged signal) or bounced to a generic voicemail patients hated.
We migrated to an IppyComms Business tenant: IVR for results vs bookings vs accounts, queue with hold music for booking requests, dedicated DID for the accounts team, and a wallboard on the staff-room TV.
Abandoned-call rate dropped from 18% to under 4% in the first month. Recall confirmations from the dental nurses now use the click-to-dial Chrome extension — three clicks instead of fifteen.
Saved us $1,800 a year on phone bills and we own the handsets now — no more 5-year leases. The wallboard alone has changed how the team runs the front desk.
Suggested plan & kit.
Business plan
$29/user/month. IVR, queues, recording, wallboard.
Yealink T44W
$299 — colour touch, Wi-Fi, expandable BLF for front desk.
Recording vault add-on
$15/month per 50 users for long-term medico-legal retention.
Cut over in a week or two, no drama at the desk.
Send us your call flow
Give us your DIDs and a sample flow — we build a demo tenant you can ring first.
We port your numbers
Existing practice numbers move across in 5–10 business days with a coordinated cutover.
IVR, queue + wallboard
We set up results/bookings/accounts IVR, position-in-queue and a reception wallboard, then you test.
Go live + local support
Onshore support after go-live — voice and recordings stay in AU data centres.
Why clinics switch to us.
Data stays onshore
Voice and recordings live in Sydney/Brisbane data centres — full Australian data sovereignty.
Recording on your terms
On or off per line, pause-on-PCI, and a 180-day vault for anything medico-legal.
Own it, no lease
$29/user month-to-month, handsets bought outright — one clinic saved $1,800 a year.
Questions clinics ask us.
Can we turn recording off for sensitive calls?
Yes. Recording is controlled on or off per line and per user, with pause-on-PCI for payments, and a 180-day vault for anything medico-legal.
Where is patient call data stored?
All voice traffic and recordings stay onshore in Sydney/Brisbane data centres — full Australian data sovereignty.
Can patients hear their position in the queue?
Yes. Callers get hold music plus a position announcement (“you’re caller 3 in queue”), and reception can watch live queue length on a wallboard TV.
What happens to calls after hours?
An after-hours redirect hands callers to your locum or answering service with a clinical script handoff, so nothing falls through overnight.
Does it work with our practice software?
Inbound calls ring with caller context and our click-to-dial extension turns recalls into three clicks instead of fifteen. Deeper integration with clinical systems is available via a bridge.
How quickly can we go live?
Send us your DIDs and a sample call flow and we’ll build a demo tenant you can ring before you sign — most clinics are cut over within a week or two.
Demo with your real practice numbers.
Send us your DIDs and a sample call flow — we’ll build a demo tenant you can ring before you sign anything.