Screen 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 Voice, follow these instructions instead.
Dental Intelligence offers a screen pop feature for customers that are using VolP phone systems with a Simultaneous Calling feature.
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 screen 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 time.Depending 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 Screen Pops for each team member
Once you have enabled and activated your Screen Pop Feature, you will need to enable screen 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 that needs their extension added. Then, click on the 3-dot menu. Click Edit
Click on the Integrations section. To add the team member's extension in the Extension Number for Screen Pops field, you can enter either the specific extension number or use an asterisk symbol (*) to enable pop-up notifications from all extensions
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.
Screen Pops Troubleshooting Tips
If screen 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.
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.
đ Important: Dental Intelligence does not control or host your phone audio. Issues like one-way audio or no sound during calls are typically related to your VoIP provider, not Dental Intelligence.
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