Introduction
TrackStat’s 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.
For this feature 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, or caller ID not passing through properly.
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)
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.
Solution:
1. Check your current call routing setup for your main office number.
2. 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.
3. 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.
3. Caller ID Is Not Passing Through (All Texts 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
Solution Steps:
1. 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?”
2. Look for these options in your PBX/VoIP settings:
- “Send original caller ID on routed calls”
- “P-Asserted-Identity” or “Diversion Header” support
3. 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, and texts will be fully personalized.
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 the feature active.
Best Practices for Reliable Unanswered Call text response
- Keep your routing rules simple - avoid complex hunt groups when possible.
- Regularly test the flow with a few outside calls.