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Check it works

Once you’ve forwarded your practice line, let Terva prove it. Terva rings your practice number and waits for the call to come through to your Terva number. It takes about 30 seconds.

Not working? See what to do

  1. Start the check

    Forward your line first: the steps are on Phone line, and in Forward your calls to Terva for every phone system. Turn off voicemail or message bank on that line too, or it answers before Terva.

    Then press Check it works on Phone line, under the forwarding steps. Only the practice owner can run a check.

    Step 2 of the forwarding steps on Phone line: a green Check it works button, then: Terva rings your practice line. Don’t answer. About 30 seconds.

  2. Let it ring. Don’t answer

    Terva calls your practice number and lets it ring for up to a minute. Let your phones ring, and don’t decline the call. Forwarding only starts when nobody answers.

    If someone picks up by mistake, they hear “This is Terva checking your call forwarding. You can hang up.”

    Checking your line, with a timer at 0:08. Called your practice number is ticked. Ringing at the practice. Don’t answer, is in progress. Waiting for it to forward to Terva comes next.

  3. See it pass

    When the call comes through, you’ll see Forwarding works and how many seconds the call took to reach Terva.

    Some phone systems show their own number on forwarded calls. If yours does, the result says patients’ numbers will show as your practice number. Whoever looks after your phones, or your IT provider, can turn on caller ID pass-through.

    The check isn’t a patient call. Terva ends it as soon as it arrives, so it uses none of your live minutes.

    Forwarding works. Calls nobody answers now reach Terva, about 21 seconds after Terva dialled your line. Then: Checked 7:05 pm, and an Undo forwarding link.

  4. If it fails, fix it and check again

    A failed check says what happened and the one thing to fix. Fix it, then press Check again.

    Each result and its fix is below. You can run 3 checks an hour.

    A failed check: Something answered before Terva. Usually that’s voicemail or message bank, or someone at the practice picked up. Turn voicemail off for this line, then check again and let it ring. A green Check again button sits below.

What you’ll see when it works

  • The check says Forwarding works.
  • Phone line shows Forwarding works and when it was checked.
  • After your first forwarded patient call, it also shows when the last one came in.

If it doesn’t

Your phone rang out without forwarding
The forwarding code didn’t take, or it went on a different line. Dial it again from a practice phone, then check again. If someone else looks after your phones, ask them to check the change.
Something answered before Terva
Usually voicemail or message bank, or someone at the practice picked up. Turn voicemail off for this line (your phone system’s guide in Forward your calls to Terva shows how), then check again and let it ring.
Your line was busy, or the call was declined
Check again, and let it ring without answering or declining it.
We couldn’t call your practice number
The practice number may be wrong. Press Edit the practice number, fix it on Practice, then check again.
The check didn’t finish
Terva didn’t hear back within 3 minutes. Check again.
You’ve run 3 checks in the last hour
Wait an hour, then check again. Or book a set-up call and we’ll do it with you.
After hours, voicemail answers instead of Terva
A night message or after-hours voicemail can answer first. Turn it off, then after closing, ring your practice number from another phone and let it ring.

Next

The Queue and your team’s emailsWhat lands in the Queue, what gets emailed, and what your team sees.

Stuck on a step?

Book a set-up call and we’ll go through it with you.

Book a set-up call