SimboDIYAS Workflow Customization: Configure the On-call Answering Service - Admin Panel

Purpose

This article explains the full configuration of the On-call Answering Service in SimboConnect so that you can adjust AFRA workflows for your practice.

Where to go

1. Open Admin.

2. Go to Answering Service Management.

3. Select Configurations.

4. Click Edit.

What you can configure

• During Hours Smart Answering Service

  Let the AI Phone Copilot take calls during working hours, capture messages, and place them on the dashboard.

• Hospital Answering Service

  Route calls from hospital staff. Add hospital names and short codes.

• Smart bifurcation from ER and Floors

  Ask callers from a hospital to specify if they are calling from the ER or a floor and route accordingly.

• Smart bifurcation by hospital name

  Ask the caller which hospital they are calling from and route by the selected hospital.

• Announce available doctors (Own Calls Providers)

  Let callers choose a specific on-call doctor for Routine, Stat, or Office Urgent requests.

• Doctor List

  Add doctor names and contact details that the system will announce when enabled.

• Save or Cancel

  Save changes to apply them to live workflows.

Detailed behavior

• When During Hours Smart Answering Service is enabled, the Copilot answers during your defined business hours, records the message with context, and posts it to the dashboard for staff follow-up.

• When Hospital Answering Service is enabled, you can add one or more hospitals. Each has a short code for quick tagging. Short codes should be short and easy to remember.

• If you enable ER and Floors bifurcation, the Copilot will ask where the caller is located and will route or tag the call by ER or Floor.

• If you enable bifurcation by hospital name, the Copilot will confirm the hospital name with the caller and route or tag the call by the hospital.

• If you enable Own Calls Providers, the Copilot will announce available on-call doctors and let the caller select a doctor. You can enable this for Routine, Stat, and Office Urgent scenarios.

Tips and good practices

• Make one change at a time, save, and then place a quick test call to confirm the behavior.

• Keep hospital short codes very short and unique.

• Enable bifurcation only when the extra routing will help your team act faster.

• Review the doctor list frequently to keep coverage current.

• Document your business hours and escalation rules inside your internal playbook so staff understands how the Copilot is configured.