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EMMA Is Not Answering Calls

If patients are calling your surgery number but EMMA is not answering, this article helps you identify the cause and resolve it quickly. Work through the checks below in order before contacting support.

Purpose of This Article

This is the most common support issue reported after go-live. In most cases the cause is straightforward and can be resolved quickly without needing to contact support. This article walks you through the checks in order of likelihood.

Main Content

Before You Contact Support

Work through the checks below in order. Most issues are resolved at step 1 or 2. If you have worked through all the checks and EMMA is still not answering, contact support@quantumloopai.com with the details noted at each step.

Step-by-Step Instructions

Check 1: Is EMMA enabled in the dashboard?

The most common cause of EMMA not answering calls is that she has been manually disabled in the dashboard, or the Auto Scheduler has deactivated her based on your configured hours.

  1. Log in to the QuantumLoop AI dashboard at https://quantumloopai.com/ql-dashboard
  2. Navigate to Settings, then EMMA Settings.
  3. Check the EMMA enable/disable toggle. If EMMA is disabled, enable her now.
  4. Check the Auto Scheduler. If your current time is outside your configured operating hours, EMMA will be inactive. Either update the hours or manually enable her for now.

If EMMA was disabled and you have re-enabled her, test by calling your surgery number. If calls are now being answered, no further action is needed.

See: How to Enable or Disable EMMA from Your Dashboard (article 2.1) and How to Configure EMMA's Operating Hours (article 2.2).

Check 2: Is the dashboard showing a degraded performance alert?

If there is an active performance alert visible in your dashboard, this may indicate a known platform issue that the QuantumLoop AI team is already investigating.

  1. Log in to the dashboard and check for any alert banners or status notifications.
  2. If an alert is visible, note the message and contact support@quantumloopai.com to get an update on resolution time.

Check 3: Is your surgery number correctly ported?

If you have recently gone live and EMMA has not answered any calls at all since go-live, the issue may be with the number porting process.

  1. Confirm with your account manager that your port was completed successfully and is fully active.
  2. If you are unsure of your port status, contact support@quantumloopai.com and include your surgery name and main phone number.

Check 4: Is your telephony provider forwarding calls correctly?

EMMA receives calls via your telephony provider's infrastructure. If your provider has made changes to your call routing, forwarding settings, or SIP configuration, calls may not be reaching EMMA even if she is active.

  1. Consider whether any changes have been made recently to your telephony setup — new contract, provider change, or any maintenance work.
  2. If your telephony provider has made changes, contact them to confirm that call forwarding to EMMA is still correctly configured.
  3. If you are unsure whether this is the cause, contact support@quantumloopai.com. QuantumLoop AI can check whether calls are reaching the platform.

Check 5: Is this affecting all callers or only some?

If only some patients are reporting that EMMA is not answering while others are reaching her normally, the issue is likely with individual callers' lines rather than your EMMA setup.

Possible causes for individual caller issues:

  • The patient is calling from an unusual number or a withheld number
  • The patient's mobile network is experiencing issues
  • The patient is in a low-signal area

If multiple patients are affected, or if all calls are failing, this is more likely a configuration or platform issue. Proceed to contacting support.

Check 6: Is EMMA active but calls are going straight to reception?

If calls are being answered but they are going directly to reception rather than being handled by EMMA, EMMA is technically active but may be transferring calls due to a configuration issue or a high rate of transfers.

Check your Transfer Sensitivity Level setting in EMMA Settings. If it is set to Level 0, all calls will transfer immediately to reception. See: Understanding EMMA's Transfer Sensitivity Settings (article 2.5).

If None of the Above Resolve the Issue

If you have worked through all the checks above and EMMA is still not answering calls, contact the support team immediately.

What to include in your support request:

  • Your surgery name and ODS code
  • Your main surgery phone number
  • The time and date the issue started
  • Which checks you have already completed and what you found
  • Whether this is affecting all callers or only some

Contact: support@quantumloopai.com

For urgent situations where patients cannot reach the surgery at all, contact your account manager directly.

What Happens in the Meantime

If EMMA is unavailable for any reason, calls automatically revert to your existing telephony fallback arrangement — for example, forwarding to a designated mobile or ringing directly at reception. Patients are not left without a way to contact your surgery. Your BPf telephony provider's infrastructure remains live at all times to support this fallback.

You do not need to take any manual action for the fallback to activate.

Troubleshooting

EMMA was working this morning but stopped answering calls this afternoon. Check whether the Auto Scheduler has deactivated EMMA based on your configured end time. If your afternoon end time has passed, EMMA will have turned off automatically. Adjust your operating hours or manually re-enable EMMA via the toggle.

We have never had EMMA answer a call since our go-live date. This suggests a potential issue with your port completion or call routing configuration. Contact support@quantumloopai.com immediately with your surgery name and phone number.

EMMA answered calls yesterday but nothing is showing in the dashboard today. Check whether EMMA is still enabled. Also check your consultation inbox to confirm whether submissions are arriving. If EMMA is enabled but no call activity is visible in the dashboard, contact support@quantumloopai.com.

Patients are reaching reception but saying EMMA answered and then the call went silent. This may indicate a call quality or connectivity issue between the patient's line and the platform. Note the times of affected calls and contact support@quantumloopai.com with details.

FAQs

Will patients be left without any way to contact us if EMMA goes down? No. If EMMA is unavailable, calls automatically revert to your telephony fallback arrangement. Your patients can still reach the surgery. The fallback activates automatically and does not require any action from your team.

Can we check EMMA's status without logging in to the dashboard? Not currently. The dashboard is the primary way to check EMMA's status. If you cannot log in, see: I Cannot Log In to the Dashboard (article 3.2).

How quickly does QuantumLoop AI respond to support requests? For urgent issues affecting patient access, contact your account manager directly for the fastest response. For non-urgent issues, email support@quantumloopai.com. See: How to Raise a Support Request (article 4.6) for full details on response expectations.

Could a platform update have caused EMMA to stop answering? Platform updates are deployed without downtime and are tested before release. If an update has caused an unexpected issue, the QuantumLoop AI team will be monitoring and will resolve it proactively. Check the dashboard for any performance alerts.

We disabled EMMA manually last week and forgot to re-enable her. Is that why calls are not being answered? Yes, this is very likely the cause. Navigate to EMMA Settings in the dashboard and re-enable her using the toggle. She will begin answering calls immediately.