Otto + Axion — After-Hours Setup
How to forward after-hours calls to PupPilot on Otto + Axion.
Support-Assisted Setup
Most setup requires contacting Axion. Call forwarding and DID provisioning are configured by Axion, not through the Otto dashboard. You'll need to call or email Axion Support for the steps below.
How Otto + Axion Works
Otto is a two-vendor system. Axion Communications is the VoIP carrier — they handle the actual phone numbers, call routing, and forwarding. Otto is the software layer on top — it provides the dashboard, call pop (patient info on screen), and workflow tools. When it comes to routing changes, most of the work happens on the Axion side.
Call Flow
Open Hours
Caller
Main Number
Axion routes
Desk phones ring
After Hours
Caller
Main Number
Axion routes
PupPilot answers
Setup Steps
1
Contact Axion Support
Call (833) 201-7044 or email support@axionco.com.
2
Request After-Hours Forwarding
Tell them:
"We need after-hours call forwarding on our main number [CLINIC NUMBER]. Outside of business hours [SPECIFY HOURS], all calls should forward to [PUPPILOT NUMBER]. During open hours, calls should ring our desk phones as normal."
3
Notify Otto Support
Email support@otto.vet to let them know about the routing change, so they can update any Otto-side configuration if needed.
4
Test
Call your main number after-hours — PupPilot should answer.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Contact Axion — forwarding may not be active or the number is wrong. |
| Desk phones still ring (Day Agent) | Axion may have set "ring then forward" instead of unconditional. Ask for unconditional forwarding. |
| Internal number doesn't ring | DID may not be provisioned or extensions not assigned. Contact Axion. |
| Calls loop | Internal number has a forward to PupPilot. Tell Axion to set no-answer to voicemail only. |
| Otto call pop not working on transfers | Contact Otto Support — the new DID may need to be mapped in Otto Flow. |