Otto & Axion Phones Integration

Otto now integrates with Axion phones, enabling a direct connection between Axion’s capabilities and Flow! This article outlines the features available within Flow once the integration is in place, what the integration can and cannot do and FAQ. To set up the Axion <> Otto integration or request a referral to Axion for purchasing, please contact our support team at support@otto.vet.

Integration Overview

Once your clinic is an Axion phone customer and set up on Otto Flow, Otto Support can seamlessly integrate your Axion phones into Flow. Clinics will be asked to specify which of their Flow users they prefer will receive/see the call pop-up for both inbound and outbound calls. When an integration with Axion phones and Otto Flow takes place, there are features that are accessible in Flow and there are some only accessible in the Axion portal.

What you'll see in Otto Flow:

• A Call Pop-up, displaying client and patient information, including past and upcoming appointments and services per pet. 

What you'll have access to in Axion's portal:

• Call Recordings 
• Voicemails + Voicemail transcriptions 

Inbound Calls - Instantly see who is calling in Flow 

Once the Axion integration is complete and you are logged into Flow as a user who is allowed to receive/see the call pop-up, any inbound call will activate the Call Pop-Up. 

If the inbound call is from a number associated with a client, the pop-up will show the following: 

• Name of the client
• Phone number of the client
• Pets associated with the client’s account
• Upcoming appointment and services due (in the next 14 days)
• Past appointment history and services past due (in the past 14 days)
• Most recent conversation with the client

If you click on various areas of the pop-up, the following actions will occur:

• Client contact details - Clicking the pet parent icon opens the side panel to the pet parent profile
• Client’s pets - Clicking the pet opens the side panel to the pet profile
• Upcoming and past appointments and services (14 days) - Clicking an appointment opens the appointment modal
• Conversation - Clicking on the conversation opens the conversation in an overlay. Meaning, it will not route you to the conversations page.

If the inbound call is from a number not associated with a client, the call pop-up will simply reference the number and the fact that they are ‘Unknown’.

Choosing to Ignore the call from the Call Pop-up

The call pop-up provides two options to ignore the call. 

Option One: Ignore

Selecting Ignore will close the call pop-up, but will not end the call with your client. Selecting this option allows it to go to voicemail or to another extension. 

Option Two: Ignore with Message

Selecting Ignore with Message closes out the call pop-up, sends a pre-set message to your client, but again will not end the call with your client. Selecting this option allows it to go to voicemail or to another extension.  

The pre-set message will depend on whether your Flow Clinic Hours indicate you are open or closed. If you are open when this option is selected:        

        > Thank you for contacting Axion Test Clinic. Sorry we missed your call. Feel free to reply with any additional details or questions and a member of our team will respond as soon as possible.

 If you are closed when this option is selected: 

        > Thank you for contacting Axion Test Clinic. Sorry we missed your call. Our office is currently closed, but we will get back to you during normal business hours, starting tomorrow at 8:00am. In the meantime, feel free to reply with any additional details or questions so we may best assist you.

Note: The time referenced in this Out of Office message will be referencing what time you will open the next day, based on Flow Clinic Hours.

Once a call has been answered, the call pop-up switches to a “Call in Progress” state with the option to “End Call”.

Once either of the above options are chosen to end the call, the call pop-up switches to a “Call Answered” stage. 

After the call is ended, you have the option to:

1. ‘X’ out of the call pop-up 
2. Select the “Send Message” option, which opens the conversation in an overlay so you can easily send a message to your client 

Note: The option to “Send Message” is only offered for calls with existing clients.

Making Outbound Calls

It’s important to note that the phone dialer within Flow does not trigger a call executed by your Axion phones nor will it initiate the call pop-up. Calls must be made and received either from your Axion physical phones or Axion webphone.

To make an outbound call from your Axion phones, you must use either your physical Axion phones or Axion’s webphone. 

When an outbound call is executed, the call pop-up will appear for the user making the phone call. 

What the Call Pop-up cannot support:

• Answer phone calls
  • At this time, it is not possible to answer the call from the call pop-up.
• Decline or Send to Voicemail 
  • While it is possible to Ignore the call from the call pop-up, it is not possible to decline the phone call or send it to voicemail.
• Missed Call Text
  • While we do support the ability to send manually send a message to the client if your team cannot answer the call or when the call is missed, at this time the call pop-up cannot detect that a call was missed and automatically send a message to the client. 
• Multiple extensions
  • Should your phones ring multiple team members of your front desk for inbound calls, the call pop-up will show for those extensions. Once someone answers the call, the other team members are able to ‘x’ out of the call pop-up. While that first call is in progress, the call pop-up cannot show for any subsequent calls. Only when the initial call has ended, can the call pop-up show again to the front desk staff.
• Calls on Hold
  • At this time, putting a call on hold will not reflect on the call pop-up. It will remain showing as if the call is in progress. 
• Parked Calls
  • At this time, parking a call is not supported on the call pop-up. Today, if a call is parked via your Axion phone, the call pop-up will update to a “Call Answered” state. This ‘Call Answered’ state indicates the call has ended, even though it has not. It is not possible to hang up on the client from the call pop-up.  
• Transferred Calls
  • Should a call be transferred to another team member who did not originally receive the call pop-up, the call pop-up would then show as if it’s an unknown number. This is due to Axion updating the caller ID to a 4-digit extension. 
• Forwarded Calls
  • Should your practice forward calls to a team member’s cell phone, for example, the call pop-up will not show for them. 
• Multiple calls
  • The call pop-up will show for an inbound or outbound call, but if subsequent calls occur while the first is still active, the call pop-up will not update to show the other calls until the first is ended.
• Automatically closing for other extensions
  • If your Axion ring groups are set up to call more than one person at once, an inbound call will show the call pop-up for those team members. Once one person answers, the call pop-up cannot automatically close/disappear for the other team members. It will remain showing in their Flow, in a “Call Answered” state, until they explicitly ‘x’ out of it.

Call Pop-Up FAQ

• Q: Does the call pop-up cost anything extra?
  • A: No! Using our new Axion-integrated call pop-up experience is free!
• Q: Is it possible to accidentally hang up on the client from the call pop-up?
  • A: The only time the call pop-up offers the option to ‘End’ the call is when the call has been answered and is in progress. Before a call is answered, it is not possible to decline, hang up or send the call to voicemail from the call pop-up.

• Q: Will the call pop-up prevent multiple phone lines ringing at the same time?
  • A: No the call pop-up will never prevent inbound or outbound calls. 

• Q: If I want to update my Axion extensions, ring groups, queues or general set up, is that something I should reach out to Otto for?
  • A: It is best to reach out to your Axion support for any changes to your Axion phone set up.

• Q: How do I get in touch with Axion?
  • A: The best way to get in touch with Axion is by calling their Support line at 833-201-7044 or emailing support@axionco.com.

• Q:  Is my Axion billing connected to my Otto billing, or separate?
  • A: Axion billing is separate from Otto billing. If you have questions about your Axion billing, please contact their Support. If you have questions about your Otto billing, please contact support@otto.vet.

• Q: What can I customize or control on the call pop-up?
  • A: You are able to control who on your team sees/receives the call pop-up. The only requirement is that they have an Axion extension and are a Flow user. At this time, while customizations to the call-pop cannot be supported, we would love your feedback on what you would like to see differently!  

• Q: Can I get the call pop-up without making Axion my primary phone provider?
  • A: At this time, Axion is the only phone provider we integrate with to support the call pop-up.

• Q: Can calls be recorded using this integration?
  • A: While Flow cannot record or store recordings of phone calls executed through Axion integration, every Axion customer has access to phone recordings in their Axion portal. 

• Q: Does the call pop-up work for phone calls executed directly from Flow?
  • A: At this time, any clinics who are integrated with Axion cannot execute phone calls in Flow.

• Q: Who at the clinic sees the call pop-up?
  • A: Any team members of the clinic who use Flow can receive/see the call pop-up. During the integration set up process, we ask clinics which of their users they would like to use it.