Low Cost automated answering service
The problem: I was paying $165/mo for a "live" answering service. The operators often failed to take or to deliver messages. In addition to high costs, I had many patient complaints.The challenge: To find a system that would allow callers to either leave a simple message directed to a specific person in the office, or to send an emergeny message to either my office manager or to myself. The system had to be VoIP compatible, low cost, Windows based, and simple to configure.
The solution: Several Google searches led me to the conclusion that IVM by NCH of Australia was the only interactive voicemail system that was both PSTN and VoIP compatible. The company offers a free download and 2 week free trial of its system. That was plenty of time to set up my basic configuration and record my outgoing messages. I downloaded NCH's Wavpad software for the latter purpose, and it worked outstandingly well. IVM is sold in several different configurations. I found the "Small Interactive System", their medium priced package for $164.10, to be the right size for me. It allows 3 lines, 70 menu-based interactive outgoing messages, and up to 30 mailboxes. Messages can be forwarded to email with embedded WAV files, and/or sent to a phone number. Another phone can be notified after message delivery. The system is also capable of automated outgoing calls, and there are plugins available for free to expand that feature.
My configuration: When we leave the office, calls from my primary VoIP service are SIP forwarded to my CallCentric account. This provider was chosen for its free incoming call account and call treatment options versatility (see my review on this site). The IVM answers the call on ring 3 (my choice). I use Webacall as my outgoing VoIP service for the IVM due to its low rates, lack of e911 requirement (or availability) and its per-second billing. Urgent calls are then forwarded to the appropriate cell phones via Webacall. Notification is also sent to home phones via Webacall using the IVM's outgoing call message system and a custom message I recorded. CallCentric is set to forward calls to my Future-Nine account in the event IVM is not registered to it (i.e. if my computer or internet connection is down), which in turn forwards the calls on a call hunt basis. Small deposits to each account should last me for several months or more. Unlike Webacall, Future-Nine offers call forwarding, but its per minute billing becomes more expensive than Webacall's per second method, hence the use of both services. I also have CallCentric to send the caller a busy signal if that call crashes with another call.
The result: Increased patient satisfaction and tremendous savings. Patients are delighted to know that their messages will get to the appropriate person in the office, and will often be handled more rapidly than they would have been in the past. The setup works like a charm and was very easy to set up (even if it sounds a bit convoluted). I'm also saving quite a bit both by the switch to VoIP for my office lines and by the switch to an automated "answering service". I would highly recommend such an approach, utilizing IVM for smaller offices. Larger offices can integrate NCH's Axiom PBX with IVM, or can go with Asterisk, a free Linux-based automated PBX. Although IVM is available for Linux, my experience with it demonstrated it to have too many bugs to be effective.