How does Voksha handle call routing for a DSO with multiple dental office locations?
For Dental Practices
Calls can route based on which number the patient dialed, if each location keeps its own published phone number, or based on caller-provided information like their zip code or which office they're an existing patient of, if the DSO operates under a shared central number. Each location keeps its own calendar and provider availability configured separately, so a booking for one office only checks that office's real chair and provider availability, not a pooled availability across all locations that could send a patient to the wrong office. This setup lets a DSO centralize how calls get answered, consistent triage logic, consistent brand voice and scripting across every location, without collapsing each location's actual scheduling into one undifferentiated calendar. For emergency triage specifically, this matters because the on-call protocol, which dentist to escalate to, is typically location-specific, so a true emergency call needs to route to that location's on-call provider, not a generic DSO-wide contact. DSOs evaluating this usually start with one or two locations to validate that call routing, calendar accuracy, and escalation protocols are all correctly configured before rolling out across the full group, since getting location-specific routing wrong, sending a patient's emergency call to the wrong office's on-call dentist, is the kind of mistake worth catching early rather than discovering at scale. This is generally an Enterprise-level setup given the custom routing logic and call volume involved.
Calls can route based on which number the patient dialed, if each location keeps its own published phone number, or based on caller-provided information like their zip code or which office they're an existing patient of, if the DSO operates under a shared central number. Each location keeps its own calendar and provider availability configured separately, so a booking for one office only checks that office's real chair and provider availability, not a pooled availability across all locations that could send a patient to the wrong office. This setup lets a DSO centralize how calls get answered, consistent triage logic, consistent brand voice and scripting across every location, without collapsing each location's actual scheduling into one undifferentiated calendar. For emergency triage specifically, this matters because the on-call protocol, which dentist to escalate to, is typically location-specific, so a true emergency call needs to route to that location's on-call provider, not a generic DSO-wide contact. DSOs evaluating this usually start with one or two locations to validate that call routing, calendar accuracy, and escalation protocols are all correctly configured before rolling out across the full group, since getting location-specific routing wrong, sending a patient's emergency call to the wrong office's on-call dentist, is the kind of mistake worth catching early rather than discovering at scale. This is generally an Enterprise-level setup given the custom routing logic and call volume involved.
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