Introduction
TrackStat’s unanswered call-text-voicemail feature (also called the unanswered call text response feature) automatically sends a personalized text message to patients who reach voicemail after calling your office. This helps capture leads and keeps communication flowing even when your team is busy.
Jaz AI assistant requires the unanswered call-text-voicemail feature to function. The two features are interconnected because Jaz AI relies on the same call routing of the clinic’s office number to the TrackStat voicemail number. When this routing is correctly configured, Jaz AI can answer or handle the call, identify the caller, and assist patients appropriately.
For both features to work correctly, your office phone number must route unanswered calls to TrackStat’s dedicated voicemail number. Common issues include settings access problems, call hunt groups, caller ID not passing through properly, or temporary connectivity/outage problems that prevent Jaz AI from answering or handling the call.
This guide walks you through the most frequent problems and solutions.
1. I Can’t See the Incoming Communications Settings Cause: Only users with Administrator permissions can access and configure Incoming Communications routing settings.
Solution:
Log in to TrackStat as an Administrator user.
If you don’t have Administrator access, ask your practice owner or office manager to grant permissions or make the changes for you.
2. Calls Are Not Reaching TrackStat’s Voicemail (No Texts Are Sent / Jaz AI Does Not Engage) Common Cause – Call Hunt Groups / Simultaneous Ring: Many phone providers (including Comcast, VoIP systems, and PBX setups) use call hunt groups, simultaneous ring, or call queues. These features can prevent calls from routing to TrackStat’s voicemail number as expected. Because Jaz AI depends on this same routing, it will also be unable to answer or handle the call.
Solution:
Check your current call routing setup for your main office number.
Contact your phone carrier or VoIP provider and ask:
“Is Hunt Group, Simultaneous Ring, or Call Hunting enabled on this number?”
If yes, request that it be disabled or reconfigured so unanswered calls go directly to the TrackStat voicemail number.
Once disabled, test by calling your office number from an outside line and letting it ring to voicemail.
You should then see the unanswered call text response appear in your TrackStat Inbox and receive the automated text. Jaz AI should also engage and handle the call as configured.
3. Caller ID Is Not Passing Through (All Voicemails Show Your Clinic’s Number) Problem: When calls are routed, some carriers do not pass the original caller’s phone number. Instead, the text and inbox show your clinic’s own number. This prevents:
Personalizing messages with the patient’s name
Sending the correct scheduling link
Identifying new vs. existing patients
Knowing who you’re texting with
Jaz AI assistant from properly identifying the caller (which can force all callers to ask to be transferred to the office or leave a voicemail)
Solution Steps:
Ask your phone carrier or VoIP provider:
“Does your system support passing the original caller’s Caller ID on routed calls?”
“Can you enable RDNIS (Redirecting Number Delivery) or Diversion header support?”
Look for these options in your PBX/VoIP settings:
“Send original caller ID on routed calls”
“P-Asserted-Identity” or “Diversion Header” support
Test the setup:
Make a test call from a mobile phone.
Check the TrackStat Inbox to see what number appears.
Expected Result: Once properly configured, the patient’s real phone number will appear in the TrackStat Inbox, text replies will be fully personalized, and Jaz AI assistant will be able to identify the caller.
4. Jaz AI Does Not Answer or Handle the Call Properly (Temporary Connectivity or Brief Outage) Problem: Even when routing is correctly set up, a temporary connectivity issue or brief network outage can prevent Jaz AI from answering or handling the call properly.
Typical Indicator: Static on the recording is a common sign of network disruption during the session.
Solution:
Review the call recording in TrackStat for static, dropouts, or incomplete audio.
Confirm that your office internet connection and phone system were stable at the time of the call.
Wait a few minutes and place a new test call from an outside line after verifying network stability.
If the problem continues across multiple calls, contact TrackStat support and provide the approximate time of the affected call(s) plus any recording details.
These issues are usually temporary and resolve once connectivity is restored. Because Jaz AI depends on the unanswered call-text-voicemail routing path, restoring stable routing also restores reliable Jaz AI performance.
Additional Troubleshooting Tips
Test routing independently: Temporarily disable any hunt groups or ring groups and set a simple “no answer” route to the TrackStat voicemail number provided in your settings.
Verify the exact voicemail number: Double-check the TrackStat voicemail number in your Incoming Communications settings (administrator users only). Settings can be accessed by clicking on the Communication megaphone icon > Incoming Communications.
After-hours vs. business hours: Confirm your routing rules apply during the times you want both the text response and Jaz AI to be active.
For Jaz AI specifically: Remember that it cannot function without the unanswered call-text-voicemail routing in place. Always verify the core routing first before investigating AI-specific behavior.
Network-related symptoms: Static or garbled audio on the recording is a reliable clue that a brief connectivity disruption occurred.
Best Practices for Reliable Unanswered Call-Text-Voicemail and Jaz AI Performance
Keep your routing rules simple - avoid complex hunt groups when possible.
Regularly test the full flow with a few outside calls (both during and after business hours).
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