No number change required: Call forwarding is the quickest and easiest way for Lyngo to answer your calls - while your clinic still keeps its existing number.
Before You Start
You’ll need:
Access to your phone system or VoIP provider
Your clinic’s current phone number(s)
Your Lyngo number from the portal
Step 1: Find your Lyngo number
This is where you will start forwarding your calls to, navigate to AI controls and find your number under "Lyngo numbers"
Step 2: Set-up call forwarding & rules
Log in to your phone system, (or ask your IT team or phone provider to do this for you). In your phone system:
Open your call routing, inbound rules, or call forwarding settings.
Select your clinic’s current public phone number.
Forward that number to your Lyngo number.
Choose when calls should forward to Lyngo.
Common forwarding options:
Always / Immediate: all calls go to Lyngo.
Busy / No answer: calls go to Lyngo after a set number of rings.
After hours: calls go to Lyngo outside your reception hours.
Important: Preserve Original Caller ID
Ask your phone provider to preserve the original caller ID when forwarding calls to Lyngo. This means Lyngo sees the patient’s actual phone number, not your clinic number or your provider’s forwarding number.
Lyngo uses the caller’s phone number to look up the patient record. If caller ID passthrough is not enabled, patient matching may not work correctly.
Step 3: Test The Forwarding
Once forwarding is enabled:
Call your clinic’s normal public number from a mobile phone.
Confirm Lyngo answers the call.
Go to Activity log.
Check that the call appears with the caller’s phone number.
If the Activity log shows your clinic number instead of the caller’s number, ask your provider to enable original caller ID passthrough.
Optional feature:
When enabled, Lyngo will allow live calls to be handed over to your clinic staff (if available).
Step 1. Obtain a Secondary Line from your provider (different from your public number to avoid a redirect loop).
Step 2. Add it in under Escalations in AI controls
Still stuck?
Share this article with your phone or VoIP provider and they can set it up for you.
You can also contact Lyngo support from inside the portal.
Once forwarding is active, your Lyngo AI receptionist is live.