The operational decision
Give callers a reliable public number they can use after leaving the information line. A contact directory is useful only when each destination has a clear purpose. A publicly listed telephone or mailing address can be shared without collecting the details of a patient request.
Prepare the workflow
Verify the complete number and any published extension; rehearse grouped digits and a repeat option without adding private staff numbers.
Example wording for approval
“The example main-office number is listed on the practice contact page. I can repeat it slowly; please use that direct route for patient-specific questions.”
Worked example
A public directory has one main number and a separate extension for general business inquiries. During rehearsal, the assistant adds the business extension to every answer. Correct the source structure so the main number stands alone and the extension appears only for its approved purpose. Ask for the number in slow digit groups and compare it with the source. A useful test catches an extra digit or misplaced extension before any real caller relies on the answer.
Handoff record
Record these task-specific fields: public number, extension, source page, last test date.
Acceptance check
Use a fictional number during rehearsal and ask for repetition. Every digit should remain identical, with no invented extension.
Try Ava with your business’s public information ↗