Call Pops are part of the Engagement module and are available for users with simultaneous calling offered by their VoIP provider. If you are interested in learning more, CLICK HERE to request a demo!
If your VoIP provider is Mango, follow these instructions instead.
Call Pops are a caller-ID feature that connects your phone system with Dental Intelligence, so you can see what you need to know about a patient the moment a call comes in. Team members don’t have to hunt for the file or ask the patient to repeat or spell out their information.
Call Pops are available to customers that are using VolP phone systems with a Simultaneous Calling feature. Based on your VoIP provider, follow the instructions outlined below to enable Call Pop notifications for each Dental Intelligence user.
If you use Voice as your VoIP provider
Each Dental Intelligence user that needs to place or answer calls should be mapped to a Voice extension. Set this up in Settings > Users. Open the user profile and click on the Integrations tab, then select the appropriate extension from the Voice user mapping dropdown. This will enable the user to receive call pops on their dashboard.
If you use another VoIP provider
If your VoIP provider is Mango, follow these instructions instead.
Step 1: Confirm that your VoIP provider supports Simultaneous Calling
Ensure that your VoIP provider supports the Simultaneous Calling Feature (SCF) as it is a prerequisite for Dental Intelligence's call pop functionality. Contact your provider to verify if this capability is an available.
Communicating needs with your VoIP provider
Here is some additional verbiage to use when discussing this with your VoIP phone provider to ensure a smooth communication of needs:
Our call pop integration for Screen Pops is based on the simultaneous calling feature
We purchase a unique number in our infrastructure (Bandwidth) and ask the VoIP company to add it to the configuration so every call is forwarded to the number we provide
This number doesn't ring anywhere, just sends us the context of the call so we can try to match the caller with a patient in our database and display the information about the patient
The number is owned by Dental Intelligence so no porting is necessary - the only step needed is to add the number we provided to the switchboard
If prompted by your VoIP system to select a provider, choose 'Dental Intel' if 'Modento' is not available.
Step 2: Provide your Dental Intelligence Screen Pops Trigger Number to your VoIP provider
In Dental Intelligence, go to Settings > Partners > VoIP Integrations
In the Integration dropdown, choose Screen pops through simultaneous calling.
Copy the phone number shown as the Screen Pop Triggering Number
Reach out to your VolP provider and ask them to add the Dental Intelligence Screen Pops Trigger Number to your VolP switch box so that when the patient calls, both your office number and the screen pop number ring at
the same timeDepending on your VolP provider, you might be asked to provide an
authorization letter or proof of ownership in order to finish the process
Step 3: Enable Call Pops for each team member
Once you have provided your trigger number to your VoIP provider, you will need to enable call pops for your team members. In order to do this, you will need to edit each team member's Dental Intelligence user profile.
If you are unable to edit team member profiles, you do not have permission to do so. Contact an admin team member in your practice to enable access or work with them to complete the steps outlined in the instructions below.
Go to Settings by clicking on the gear icon in the upper right hand corner
Click on the Users tab
Locate the team member profile. Then, click on the 3-dot menu and choose Edit
Click on the Integrations tab, then select Allow user to see screen-pops for simultaneous calling
Click Save User to apply your changes and activate screen pops for this user
If you would like to receive pop-up notifications when your browser is minimized, follow these instructions. Or, see what a screen pop notification looks like here.
Call Pops Troubleshooting Tips
If call pops are not appearing as expected, make sure that notifications are enabled for both your computer system and browser, and that your Dental Intelligence dashboard is refreshed after making any changes.
Check if the Dental Intelligence app is added to your device’s allowed notification list.
Ensure your operating system notifications are also enabled for your browser.
Restart your browser or device to apply changes.
If Mango is your VoIP provider, ensure that the Remote ID is properly linked in your Mango account. If prompted to select a provider, choose 'Dental Intel' if 'Modento' is not listed. Always confirm that all configurations are aligned with setup instructions. Learn more here.
📌 Please note: Dental Intelligence does not control or host phone audio, except for practices using Voice as their VoIP provider. Audio issues such as one-way audio or silent calls are generally attributable to the VoIP provider and should be directed to them.
Keywords: screen pop, screenpop, caller id