New-call settings

If you are a service provider for a waiting area, you have the following new-call settings available.

Caller arrival alerts

Caller arrival alerts can be set up to send a text message when 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. enters the waiting area, or after they have been waiting for a certain number of minutes.

To set a caller arrival alert:

From the main menu, select Waiting Areas and select or search for the one you need.
In the settings panel, select Caller arrival alerts off. The Create Caller Arrival Alerts dialog opens.
Enter a phone number and then select Save.

Important:

This field should never contain a service user's phone number.

Depending on the number of calls to the waiting area each day, it might be best to enter a generic office mobile number staffed by the person responsible for monitoring the waiting area.

To switch caller arrival alerts off:

From the main menu, select Waiting Areas and select or search for the one you need.
In the settings panel, select Caller arrival alerts to [number]. The Update Caller Arrival Alerts dialog opens.
Select Clear and then Save.

Tip: An alternative method is to text UNSUB to the number provided in the alert you receive on your phone.

Calls begin with...

By default, your camera and microphone are on at the start of each call. This means your 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. can see and hear you as soon as the call has started. If you prefer to switch the camera or microphone on manually at the start of each call, you can set them to be off by default.

To switch your camera or microphone off by default:

From the main menu, select Waiting Areas and select or search for the one you need.
In the settings panel, select the toggle switch beside Calls begin with my microphone ON or Calls begin with my camera ON, or both. The toggle switch changes to the OFF position.

Tip: You can have your microphone on and your camera off, and vice versa.