To ensure Heron can handle missed calls and after-hours inquiries, clinics need to redirect certain calls from their existing phone system (PBX or IVR) to the Heron-provided number. This setup ensures that no patient inquiry is missed — even when the front desk is unavailable.
🔧 When Should Calls Be Redirected?
We recommend routing calls to Heron in the following situations:
When the clinic is busy / can’t answer
(e.g. after a set number of rings or seconds)
After hours
(e.g. evenings, weekends, or public holidays)
Optional: Specific menu options in your IVR
(e.g. “Press 3 to speak to our virtual assistant”)
🛠 Typical Configuration Steps
The exact process will depend on your phone system provider (e.g. Spark, 2Talk, Voyager, VOIP provider, or on-prem PBX). Below is a general guide that applies to most setups:
✅ Step 1: Identify Heron’s Phone Number
You will need the Heron number provided by our team — this is where redirected calls will go.
✅ Step 2: Configure Call Forwarding Rules
Depending on your system, set up conditional call forwarding to Heron in the following ways:
A. Busy/No Answer
Set up call forwarding when busy
Set up call forwarding after X seconds of no answer (typically 20–30 seconds)
B. After Hours
Use your PBX’s time-of-day routing or schedule-based rules to:
Forward all calls outside of business hours to the Heron number
Optionally play a short message before transferring (e.g. “We’re now closed, transferring you…”)
C. Optional: IVR Menu Routing
In your main IVR menu, add an option such as:
“Press 3 to speak to our virtual assistant” → route to Heron
🔒 Notes on Caller Experience
Caller ID is preserved, so Heron can identify and log the patient’s phone number
If you use voicemail, make sure it’s not triggered before the call is redirected to Heron
Heron will answer the redirected call and guide the patient appropriately
🧪 Testing the Setup
Once forwarding is in place:
Call your main clinic number during business hours and let it ring out (Heron should answer)
Call outside business hours (Heron should answer automatically)
Test IVR routing if set up
Let us know if you’d like help verifying the configuration — we’re happy to test alongside you.
📢 Tips for IVR Setup – Safety & Call Routing Best Practices
When configuring your IVR or call forwarding to Heron, it’s important to clearly guide patients based on the urgency of their inquiry. This helps ensure urgent situations are escalated appropriately, and that Heron is only handling non-urgent matters.
🔒 Recommended Call Flow Script
At the start of your after-hours or overflow IVR menu, include a brief message like:
“Kia ora, you’ve reached [Clinic Name]. We are currently unavailable to take your call.
If this is a medical emergency, please hang up and dial 111 immediately.
For any medical advice, call Healthline on 0800 611 116 — it’s free and available 24/7.
If you’re calling to make a booking or have a general inquiry, please stay on the line — you’ll be automatically transferred to Heron, our virtual assistant, who can help you right away.
This call may be recorded and reviewed to improve our service. Your personal information will be stored securely and used only for clinic-related purposes."
For non-urgent matters such as appointment requests or general questions, please hold and you’ll be transferred to our virtual assistant, Heron.”
This message can be used:
As part of your after-hours voicemail greeting
As the message played before forwarding to Heron
Or within an IVR menu option (e.g. “Press 3 for our virtual assistant”)
⚙️ Implementation Tips
Keep the emergency and Healthline instructions at the top of the message
Use a clear, calm tone and avoid excessive detail
Ensure your voicemail or IVR provider allows delayed transfer or custom audio prompts before redirection
✅ Why It Matters
Ensures compliance with NZ health standards
Keeps Heron focused on appropriate inquiries (e.g. booking, prescriptions, admin)
Helps patients get the right help faster, especially in urgent cases
💬 Need Help?
If you’re not sure how to configure your PBX or cloud phone system, feel free to send us your provider or support contact via email at support@heyheron.ai — we can work directly with them or guide your IT provider through the setup.