Everyone who's run a front desk knows the hour. The phones don't stop, the people at the counter don't stop, and the sixth caller — the one who'll hang up at 2 minutes 40 and ring back at 9:15 — is nobody's fault and everybody's problem.
Demand at a practice runs 8am to 9pm and peaks mid-morning; the losses cluster in the 9am rush and again between 12 and 3. You can't staff for the peak without overstaffing the rest of the day. Aria Queue Manager only exists for those two hours.
The average answered caller at 9am waited 1 minute 40; on Monday and Tuesday mornings it passed two and a half. 216 callers hung up in the queue that week; nearly half had held on for more than two minutes. Almost all of them rang back — into the same hour.
You decide how long a caller waits — sixty seconds, ninety, whatever suits the practice. Past that, Aria picks up. She handles the simple things herself — a cancellation, opening hours, "has my referral arrived" — and for everything else she takes a structured message and queues it to the right person, so the caller stops waiting and reception stops being rung in circles. Your team still answers every call they can reach. Aria takes the ones they can't.
If a caller needs reception after all — or accounts, or the nurse — Aria doesn't just put them back in the queue. She puts the caller on hold, rings the person, and briefs them first:
"I have Mrs Smith, born 14 June 1961. She called last week about her referral; she now needs to move Thursday's appointment. She's on line two."
Then she connects them. Your team picks up knowing who it is and why; the patient never explains twice. It's the same warm transfer Aria Receptionist uses — Queue Manager is where most practices meet it first.
| Plan | Per month | Included each month |
|---|---|---|
| Aria QM | 65c a call | Pay as you go — no monthly fee |
| Aria QM250 | $119 a month | Up to 250 answered calls |
| Aria QM500 | $179 a month | Up to 500 answered calls |
| Aria QM750 | $239 a month | Up to 750 answered calls |
| Aria QM1000 | $299 a month | Up to 1,000 answered calls |
| Aria QM1250 | $359 a month | Up to 1,250 answered calls |
| High volume | On application | 1,250+ calls a month |
Calls over your inclusion are billed per call at the next plan's rate — from 65c on QM250 down to 30c on QM1250. Every call is still answered — overflow is billed, never blocked. Setup $99 once. No lock-in. Prices AUD incl. GST, month-to-month.
When you're ready for Aria to book and reschedule as well, Aria Receptionist is the step up; Aria AI Voicemail is the step before.
Plain statements, each one a procurement officer can check.
Tell us how long a caller should wait before Aria steps in, and it's live on your numbers within the week. Your next Call Review shows what changed.
The rest of Aria: the hub · Aria Receptionist · Aria AI Voicemail · Aria Scribe · Aria X-Fax Intelligence · Call Review
