Incoming Call Routing Options (One-to-One, Simulring, and Round Robin)

When configuring your phone number in Settings → Communication, you can choose how incoming calls to your Akute phone number are routed. There are three available routing options: One-to-One, Simulring, and Round Robin.

Important Note About Voicemail

When using Simulring or Round Robin, patients will not have the option to leave a voicemail if the call is not answered.

This is because these routing modes forward calls to multiple phone numbers rather than a single destination with voicemail.

If you would like patients to be able to leave voicemail messages when calls are missed, we recommend using One-to-One routing with a phone number that has voicemail enabled.

One-to-One

With One-to-One, calls from patients are forwarded to a single phone number.

Example

A patient calls your Akute number → the call forwards directly to your office phone.

This option works best when:

• One person answers incoming calls
• You have a single front desk or office phone

Simulring

With Simulring, incoming calls ring multiple phones at the same time.

Whoever answers first receives the call and the other phones stop ringing.

Example

A patient calls your Akute number and it rings:

• Front desk phone
• Nurse phone
• Provider phone

Whichever person answers first takes the call.

This option works best when:

• Multiple staff members may answer calls
• You want the fastest possible pickup

Round Robin

With Round Robin, incoming calls are rotated between multiple phone numbers.

Each new call is sent to the next phone number in the list.

Example

Call 1 → Front desk

Call 2 → Nurse

Call 3 → Office manager

Call 4 → Back to front desk

This option works best when:

• Multiple staff members share responsibility for answering calls
• You want calls distributed evenly across the team