Users can combine the call-tracking methods described above. However, calls must be routed carefully to ensure they do not pass through Patient Prism more than once.
A call that has already been recorded by Patient Prism should never be routed to another Patient Prism tracking number. If the same call passes through two Patient Prism numbers, two separate instances of that call will appear in the system.
For example, if a patient calls a marketing tracking number, is then routed through a second Patient Prism number, and does not book an appointment, the system may create two “Not Booked” calls because the same interaction was recorded twice.
The most important rule is:
If Patient Prism records calls made to your main number—either all incoming calls or calls routed through a specific phone-tree option—marketing tracking numbers should not forward directly to that main number. Doing so could cause duplicate call records.
If you want to combine mainline tracking with marketing tracking numbers, use one of the following routing options:
- Remove the Patient Prism tracking number from the phone-system routing. Marketing numbers can then safely forward to the main number.
- Route marketing tracking numbers directly to the same destination used by the mainline forwarding or new-patient phone-tree option. This bypasses the main number and prevents the call from passing through Patient Prism twice.
- Create a secondary main number in your phone system that does not forward to Patient Prism. Marketing tracking numbers can forward to this secondary number, allowing callers to reach the phone tree without being routed back through another Patient Prism number.
Next, we will discuss how to configure numbers if you would like to:
Record All Inbound Calls From Your Main Number + Marketing Numbers
or
Record using a Phone Company Created Phone Tree + Marketing Number tracking.