You can make outbound calls from FrontDesk three ways: from the browser (click-to-call), through automated reminders, and through AI-initiated callbacks. All three share the same caller-ID and billing rules.
Make a call from the browser
- Go to Calls → New Call.
- Enter the patient's number.
- Pick which of your numbers to dial from (this is what they'll see on caller ID).
- Click Call.
The call rings through your browser using your computer's microphone and speakers. Allow microphone access the first time. If you'd rather use a desk phone, see Settings → Phone → Browser audio → "Forward to my mobile".
What the patient sees
| Field | Shows |
|---|---|
| Number | The FrontDesk number you picked as "from" |
| Name (CNAM) | Your registered CNAM, if set — otherwise nothing or "Wireless Caller" |
| Branded logo | Only if you've enrolled in branded calling (see below) |
Set up CNAM (caller name display)
CNAM is the text shown next to the number on the patient's phone — e.g., SUNNY DENTAL instead of just 415-555-0100.
- Cost: ~$15 per number per month
- Time to take effect: 2–6 weeks (carriers refresh databases on their own schedule)
- Format limits: 15 characters, uppercase, A–Z plus space
Settings → Phone Numbers → [your number] → CNAM → enter the name and submit.
Note that CNAM only shows on landlines and some Android devices. Most iPhones don't show CNAM — they show the contact name if the patient has saved you, or the bare number if not.
Branded calling (roadmap)
Branded calling (also called "verified caller" or "rich calling") shows your logo, business name, and call reason on the patient's screen — even if they've never saved your number. It's a separate carrier program and is on the FrontDesk roadmap. Subscribe to product updates to be notified when it's available.
Outbound for AI reminders and callbacks
Automated systems use the same caller ID rules:
- Voice reminders (learn more) dial out from your main practice number unless you set a different default in Settings → Phone → Outbound caller ID.
- AI callbacks (e.g., the AI offers to call a patient back when staff is free) use the same default.
- SMS reminders also send from your default number — set per practice.
Rate limits
To prevent runaway loops, outbound calling is capped:
| Limit | Default |
|---|---|
| Calls per minute per number | 10 |
| Calls per hour per practice | 200 |
| Concurrent calls per practice | 10 |
These are tunable on Professional and Enterprise plans — contact support if you need higher.
Compliance notes
- Time-of-day rules. TCPA prohibits non-emergency calls before 8am or after 9pm in the recipient's time zone. FrontDesk auto-suppresses scheduled reminders outside this window.
- Opt-out honor. If a patient says "stop calling" on a call or replies STOP to an SMS, they're added to the suppression list for that practice within seconds. Both outbound voice and outbound SMS honor it.
- Recording disclosure. When recording is enabled, the AI announces it at the start of the call. See Recording consent and laws.