Setting Up Intiveo Voice

1. Contact Support

If you don’t see the Calls tab in your Intiveo menu, Intiveo Voice hasn’t been enabled yet. Please contact our support team to activate the feature.

2. Select Your VoIP Provider

Once Intiveo Voice is enabled, go to:

• Settings > Account > Settings
• From there, select your VoIP provider and save your changes to continue.

3. Authenticate Your VoIP Account

After selecting and saving your VoIP provider, an "Authenticate VoIP" button will appear on the Account settings summary page. Then, click the button to open a login screen for your VoIP provider and log in using your VoIP provider credentials (not your Intiveo login).

You'll be asked to grant Intiveo permission to access call data, this includes:

• Detecting incoming/outgoing calls

• Accessing call logs, recordings, and voicemails

Click Accept to authorize Intiveo’s link to your phone account. 

Once authenticated, refresh the page and you’ll see your VoIP connection listed in the summary.

What Happens if My VoIP Account Becomes Disconnected?

If your VoIP connection is interrupted, a banner will appear at the top of your Intiveo account prompting you to reauthorize your RingCentral account.

While disconnected, Intiveo Voice features such as caller identification, call tracking, and voicemail playback will not be available. To restore access, follow the instructions in the banner to reconnect your VoIP account through your account settings.

4. (Optional) Adjust User Roles

By default, all users will have Full Access to Intiveo Voice features, including:

• Caller ID+ panel

• Call recordings

• Voicemails

To restrict access for certain users, go to:

Office Setup > Users & Roles > Roles
Edit the role permissions under Intiveo Voice.

Access levels:

• View Only – Can listen via the web player, but not download

• Full Access – Can listen and download audio files

Note: If a user has access, they can listen to any call or voicemail in the account.

5. (Optional) Enable Missed Call Text Messages

To automatically text patients when you miss a call:

1. Go to Account Settings

2. In the VoIP provider panel, enable Missed Call Auto-Replies

3. Customize your message for during or outside business hours (or both)

4. Save your changes

Now, if a call is missed, Intiveo will send a text to the caller’s number with your custom message.

6. (Optional) Opt Out of VoIP Disconnect Emails

By default, Intiveo will email you if your VoIP connection is lost.

To turn off these notifications:

1. Go to Office Setup > Users & Roles > Users

2. Edit your user profile

3. Toggle off the setting for VoIP Disconnect Emails

7. Troubleshooting common authentication problems

When trying to link your Intiveo account to a phone account, you may come across certain error messages. Here’s what each message means and how to fix it.

• More than one active VoIP provider is linked to this account. Please contact support to resolve this issue.
  • This error appears in the event that you try to link a single Intiveo office to a second phone account while it’s still linked to a previous one. Each location can only be linked to one account. For multilocation accounts, each of the offices under your Intiveo head account can be linked to only one phone account at a time. To resolve this issue, remove the link to the old phone account and then attempt linking your new phone account to that Intiveo location.
• The phone provider you selected does not match the one currently linked to this account. Please select the correct provider or unlink the existing provider before reauthenticating.
  • This error appears if your Intiveo account was linked to a phone provider and you try to re-authenticate with a different provider without first delinking the previous phone account. To fix this problem, first either a) remove the old account via the account settings (Settings > Account > Intiveo Voice Settings) before trying to link it to the new account again, or b) reauthenticate the phone account that your Intiveo account was already linked to.
• We were unable to link your phone account. The user you logged in with may not have full admin permissions in your phone system. 'Please ensure the user has full admin permissions, then try again.
  • The phone account user you used to grant Intiveo access to your call records lacked some of the necessary user permissions in your phone account. To fix this, try authorizing Intiveo’s access to your phone account via a user that has full permissions to do everything in your phone account.