To enable EMMA to answer your surgery’s incoming calls, we need to port your main surgery telephone number (the number patients call) to our system.
Porting allows EMMA to handle calls reliably, at scale, and with the performance visibility needed to support your practice effectively.
Why We Port Your Main Number
Porting your main incoming number enables several important benefits that aren’t possible when calls remain entirely with a traditional telephony contract:
• Unlimited incoming callsMany existing telephony contracts limit the number of simultaneous incoming calls. Porting removes these limits, helping ensure patients can always get through.
• Higher call quality and reliabilityCalls are routed through infrastructure designed specifically for high-volume patient contact, reducing the risk of dropped or failed calls.
• No missed calls and no wait times with EMMAEMMA can answer incoming calls immediately, even during peak periods, rather than patients waiting in call queues or receiving engaged tones.
• Call performance monitoring and reportingPorting enables monitoring of call volumes, outcomes, and peak demand, allowing us to provide reporting that helps you understand demand and optimise call handling.
These capabilities are essential for EMMA to operate safely and effectively as your virtual receptionist.
What’s Changing (and What Isn’t)
We are only porting your main incoming patient number. Everything else remains unchanged:
- Your existing telephony supplier stays in place
- Your internal phone system stays the same
- All other phone numbers and infrastructure are unaffected
EMMA simply becomes the first point of contact for incoming patient calls on your main number once you choose to go live.
Porting Date vs EMMA Go-Live Date
The number porting date and your EMMA go-live date are two separate milestones:
• Porting completion dateSet by your current telephony provider, based on their workload and technical requirements. Once completed, the technical setup is in place, but nothing changes operationally at the surgery.
• EMMA go-live dateChosen by your surgery. This is when EMMA starts answering patient calls. Until then, calls continue exactly as they do today.
We’ll discuss the options with you and support you in choosing the earliest suitable go-live date.
What We Need From You
Please complete the Customer Letter of Authority (CLOA) form.
This gives us permission to coordinate the number port with your current supplier. It’s a standard process and typically completes within a few working days.
Reference guide included
We’ve attached an information booklet about the porting process. You probably won’t need it, but it’s there if your telephony supplier raises any questions or concerns.
Deadline
Please complete the CLOA form within 48 hours.