It did not transfer, even though routing is set up
The number is missing its country code, or the row is not set to Warm transfer. Enter +1 and ten digits, save, and test from a cell phone.
It hangs up on people asking for a receptionist, or says nobody is available
Your staff line was busy or unanswered, or an iPhone screened the call. Add a second live-person destination, save the HealOS outbound number in staff phones, and turn off Call Screening.
Callers asking for a person end up at billing
Billing was the only transfer number configured. Give "Caller insists on a live person" its own number.
"Would you like to connect?" repeated several times
The transfer reached your own auto-attendant instead of a person. Transfer to a direct line or extension.
A lot of calls drop before the AI speaks
The forwarding rule has "confirm connection" or "press 1 to accept" switched on. Turn it off — the AI cannot press a key. See Your number and forwarding.
"The doctor isn't available" when the schedule is open
Provider hours in HealOS do not match the EHR, or the provider is mapped to more than one location. Match the hours; keep one location per provider.
It said it booked, but nothing is on the calendar
Open the call's Events tab. Either the booking errored in the EHR, or it landed on a different provider or location. If Events shows an error, send us the call time.
Patients told "we'll call you back" instead of being booked weeks out
Maximum booking window is too short. Raise it or turn it off.
Appointments land hours off
A timezone mismatch between HealOS, the EHR or the Google calendar. Check Timezone in the practice profile first.
"Patient not found" for an established patient
A spelling or date-of-birth mismatch, or a nickname on the chart. The AI asks callers to spell the surname and reads the date of birth back; correcting the chart fixes it for good.
Even a test call only takes a message
No EHR or calendar is connected yet, or Auto-Schedule Appointments is off.
Settings will not save — "updated somewhere else"
Someone else edited settings, or the page sat open too long. Reload and save again.
The AI stopped answering entirely
Remove forwarding so calls ring your desk, then tell us at once. We send the missed-call list afterwards so nobody is lost.
What to send us
The caller's number (or "web test"), the date and time, and what you expected to happen. Every call is traceable from that.