Further to my earlier post in this thread which quotes Surgery Line as stating ;---

"The only way that a busy practice will EVER eliminate the engaged tone is to use an intelligent 03 or intelligent geographic number ....."

We should realise that Surgery Line have not entirely reformed their tendency to mislead, be economical with the truth and over-exaggerate things till they become untrue.   As ever they say that "The only way that a busy practice will EVER ...."  which is obviously untrue because there are other ways to achieve that objective.   They hint at the option to increase the number of lines, or the practice could make use of ISDN lines.   The cost/benefit analysis of alternative approaches would need to be evaluated of course.    A practice can also change its policies to avoid peak call times by NOT refusing to allow patients to book appointments more than a day ahead thereby causing a mad panic, and peak calls, first thing in the morning; and there could be other policy moves and actions which could be taken.

Let us hope that Surgery Line will in time become more honest and truthful.