Waiting area settings
If you are a service administrator for a waiting area, or an organisation administrator for the waiting area's parent organisational unit, you can change the following waiting area settings.
Video Call Access Hours (Providers)
Before Calls (Please Read! Text)
The sections below explain how to use each of these settings.
Suspend Access
To temporarily close a waiting area, you can suspend access to it. For more information, see Suspend waiting area access.
Manage Users
This is where you can add users to the waiting area, email users, or manage user roles. For more information, see Manage users.
Manage Reporting Tags
This is where you can add or edit reporting tags, which add extra data to detailed reports. For more information, see Report tags.
General Information
This setting allows you to change the waiting area name and enter a waiting area description. The Name field displays the name that was chosen when the waiting area was created. To change the name:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then General Information. The General Information dialog opens. -
Enter the new name into the Name field.
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Complete the Description field.
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Select Save.
Group Consultation Settings
Note: If these settings have not been enabled for your organisational unit, you will not see this option in your waiting area settings.
Each waiting area inherits the group consultation settings of its parent organisational unit. For information about the default settings, see Default Group Consultation Settings.
To alter the group consultation settings for an individual waiting area:
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Choose a time when there is no group consultation call in progress and no callers with the Idle status. Changes cannot be saved, otherwise.
- From the main menu, select Waiting Areas and select or search for the one you need.
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From the settings panel, select Settings then Group Consultation Settings. The Group Consultation Settings dialog opens.
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Depending on the settings the waiting area has inherited, select or deselect the relevant checkbox:
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Enable group consultation chat messaging.
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Display Caller's first and last name to other Participants.
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Select Save. The dialog closes. Your changes take effect at the start of the next group consultation call.
Support Contact for Staff
This setting allows you to update the name and contact details of the person or team that staff can contact for help with the video call management console. These details appear in the lower right of the waiting area, and in the footer of emails sent to new users.
To update the default support contact details:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then Support Contact for Staff. The Support Contact for Staff dialog opens. -
In the Support Name field, enter the name of the support person or team.
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In the Support Email field, enter the email address of the support person or team.
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(Optional) Complete the Support Telephone and Support Website fields.
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Select Save.
Information for Callers
This setting allows you to provide information that can help your service users
A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. join their video calls. For more information, see Set information for callers.
Logo and Pause Screen Image
This setting allows you to upload a logo, and an image that will appear when you pause your video (except in group consultations). For more information, see Upload Logo and Pause Screen Image.
Video Call Access Hours (Providers)
This setting allows you to set the hours during which people can enter the waiting area. For more information, see Set waiting area access hours.
Waiting Area Links
This setting allows you to set up the links that service users A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. will need to access the waiting area. For more information, see Set waiting area links.
Share Link Message
When a service provider shares a waiting area link with a service user A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. via the Share link to Waiting Area button, some default text is sent with the link. The Share link message setting allows you to write an additional message, which will be added to the default message.
Example: You might want to remind people to have their healthcare card handy.
To write an additional message:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then Share Link Message. The Share Link Message dialog opens. -
Under Default additional message, enter a message for either email, text message, or both.
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If you want staff to be able to edit the additional messages, set the toggle switch beside Staff can edit additional message when sharing the link to On.
Note: If the toggle has been turned off at the organisational unit level it cannot be turned back on in the waiting area, but service administrators for the waiting area can always edit the additional messages.
Before Calls (Caller Details)
When service users A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. open a waiting area link, they are asked to enter their first name, last name, date of birth, and telephone number. You can make some or all of these fields mandatory, to ensure that service users provide the information you need.
To set mandatory service user details:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then Before Calls (Caller Details). The Before Calls (Caller Details) dialog opens. -
Check the boxes beside the items you want to make mandatory.
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Select Save.
Before Calls (Please Read! Text)
You can set information that you want service users A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. to read as they are entering the waiting area.
Example: You might want to remind service users that the waiting area is not for emergencies, and provide a number to call if they need urgent help.
To add information for service users:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then Before Calls (Please Read! Text). The Before Calls (Please Read! Text) dialog opens. -
In the Please Read! text for this Waiting Area field, enter your message. Use no more than 500 characters, or 10 line breaks, whichever is greater.
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Select Save.
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(Optional but recommended) Run through the begin appointment process to make sure your text displays as intended. To make any adjustments, repeat these steps.
During Calls
Note: This group of settings is not available in group consultations waiting areas.
This dialog allows you to:
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set the maximum call quality allowed
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enter a message for service users
A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar. queued in the waiting area, and say when that message should appear; for example, 30 seconds after the service user enters the waiting area -
set an indicator to show service users their position in the queue; for example, 'You are 3rd in the queue'. This feature can be turned on or off for all waiting areas at the organisational unit level.
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enable access to a site-wide waiting area bulletin. To update the bulletin's text or disable it from the site, contact your video call platform support representative.
Note: If Audio recording has been enabled for the waiting area, this will be indicated in this dialog.
To access these settings:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then During Calls. The During Calls dialog opens. -
Select an option from the Call quality (maximum allowed) list, to set the maximum call quality.
Note: When the call quality is set to Ultra, the Change your background feature is inactive.
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In Message displayed to callers waiting in the queue, enter the message text you want queued service users to see.
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Enter a number into the minutes or seconds fields, to indicate how long after entering the waiting area the service user should see the message.
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In Show each caller their position in the queue, set the toggle switch to On, if you want to display the order, or Off, if you do not.
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In Display waiting area bulletin, set the toggle switch to On, if you want to display the bulletin, or Off, if you do not.
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Select Save.
After Calls
This setting allows you to determine what call participants see after a call has ended.
Example: You may want to display a web page that provides follow-up information for service users A person who is seeking care or advice from a service provider via video call. A service user may be a patient, client, consumer, citizen, or similar., or which asks them to complete a survey about their call experience.
The default setting is to display the message 'Your call has ended' to all participants.
To change the default setting:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then After Calls. The After Calls dialog opens. -
In At the end of the call, participants: field, make a selection from the list:
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All are redirected to the same web page: Both service users and service providers will be sent to the same web page (see next step).
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Are directed to different web pages, based on their identity: service users and service providers will be sent to separate web pages (see next step).
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Enter the web address (URL) of the page or pages to which participants should be sent at the end of the call.
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Select Save.
Consult Now
Note: This setting is not available in group consultations waiting areas.
Consult Now allows service providers to invite someone to join them in a single-use video consultation.
Example: A paramedic may use Consult Now to contact a support centre for urgent advice. Unlike normal waiting area links, the Consult Now link can only be used once.
Consult Now is enabled by default for all organisational units. Most organisations also have Consult Now enabled by default for all waiting areas within an organisational unit. To enable or disable Consult Now for a waiting area:
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From the main menu, select Waiting Areas and select or search for the one you need.
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Select
(Settings button) and then Consult Now. The Consult Now dialog opens. -
To enable Consult Now, set the toggle switch to On, and to disable Consult Now, set the toggle switch to Off.
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Select Save. The Consult Now tab now appears on the waiting area's screen, or disappears from it.
Delete Waiting Area
To permanently close a waiting area, you can delete it. For more information, see Delete a waiting area.
