What Is VoIP?
VoIP (Voice over Internet Protocol) runs your phone system over the internet instead of old copper landlines. Most modern clinics already use VoIP or a cloud-based phone system (PBX).
Traditional PBX: Hardware sitting in your clinic that manages extensions and routing.
Cloud PBX: A virtual version hosted online — no physical box, easier to scale, and usually cheaper.
Why VoIP Matters for Call Routing
With VoIP, you’re not tied to a single line or handset. Calls can be directed based on rules you create, such as:
Time of day (e.g. send calls to Lyngo after hours).
Caller ID (e.g. prioritise known patients or GPs).
Overflow routing (e.g. if a line is busy, send to Lyngo instead of voicemail).
Multi-site clinics (e.g. calls route to the nearest open location).
This kind of flexibility just isn’t possible with standard landlines.
Cloud PBX Features That Support Lyngo
A cloud PBX acts as the central “traffic controller” for your calls. Paired with Lyngo, it gives you:
Secondary lines for transfer back — easy to set up without waiting for a technician.
Hunt groups — ring multiple staff phones at once when Lyngo transfers back.
Failover rules — if the internet drops, calls can fall back to mobiles or voicemail.
Unified numbers — manage multiple clinic sites under one system.
Best Practice Setup with Lyngo
Forward your public-facing number to your Lyngo line.
Create a transfer back route in your PBX to a secondary number or extension.
Use time-based rules to decide when Lyngo answers directly and when calls route to your team.
Test failover behaviour so you know what happens if internet or phones go down.
💡 Pro Tip: If your VoIP provider supports logic-based routing, you can control how calls flow to and from Lyngo with even greater precision. This makes it easy to automate rules, customise caller journeys, and future-proof your clinic’s phone system as you scale.