My phones are down
Who can do this: Anyone can run the checks. Owners and Office Managers should contact NixDent.
“Phones down” can mean different things. Start by finding yours.
| What you notice | Probably | Go to |
|---|---|---|
| Callers reach nothing, or a busy signal, or your old carrier’s message | The number isn’t reaching NixDent | Section A |
| The phone rings and the AI answers oddly or goes quiet | The AI itself | Section B |
| The top bar says Practice offline | The Open Dental connection, not the phones | Your Open Dental connection |
| Desk phones or the NixDent Phone app don’t work | Your phone system or internet | Section C |
A. Calls are not reaching the AI receptionist
Section titled “A. Calls are not reaching the AI receptionist”- Check you’re dialing the right number. Open Settings → Patients and AI → AI receptionist and look at AI answers calls on. Only that number rings the AI. If patients dial your old number and it hasn’t been moved or forwarded, it won’t reach the AI.
- Call it from a cell phone. It should answer within a few rings.
- Check the status card. If it says Live, the AI is set up. If it says Not set up yet, ask NixDent to finish with Request setup.
- Check your internet and power only if you use NixDent Phone or desk phones. The AI itself doesn’t depend on your office internet.
- Still nothing? Contact NixDent urgently (see below).
B. The AI answers, but something is wrong
Section titled “B. The AI answers, but something is wrong”- It says it can’t check the schedule or book. Check the top bar for Practice offline. The AI can still take messages. See Your Open Dental connection.
- It gives wrong information. See The AI said something wrong.
- Calls don’t show in Call Logs. Note the time and tell NixDent.
C. Desk phones or the NixDent Phone app
Section titled “C. Desk phones or the NixDent Phone app”If your office uses NixDent Phone:
- Restart your router and the desk phone (unplug for 30 seconds).
- Check the phone shows an internet connection and is not showing an error.
- Check an extension isn’t paused or routed to a closed schedule in the Phone area of the left menu.
See Make and take calls with NixDent Phone.
Contact NixDent for an outage
Section titled “Contact NixDent for an outage”Phones are urgent. Don’t wait for a ticket reply.
- Click Request on any Settings page, or use Practice offline if it is showing. Both open a support request with your practice details filled in.
- Put PHONES DOWN at the start of the subject.
- Say: which office, which number, what callers hear, when it started, and what changed (power cut, new router, number move, carrier notice).
What to do next
Section titled “What to do next”- Once back up, run Test your AI receptionist.
- Check Call Logs for the gap and call back anyone who tried while it was down.