Waiting areas screen

The Waiting areas screen is the primary screen from which service providers can view waiting service usersClosed 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. and join them in a video call. Administrators can use this screen, or the Organisational units screen, to manage the organisation's waiting areas. There are three types of waiting areas, all found under the Waiting Areas menu:

Regular waiting areas

Group consultations waiting areas

Consult Now waiting areas

All the waiting areas you have access to appear as tiles. If a waiting area has been set up for Group consultation, the tile will show this.

The Waiting Areas screen, showing tiles for four waiting areas. One of the tiles is marked as a Group Consultations waiting area. Above the tiles there is a Filter field that lets you order the tiles according to your Filter term.

If you are an administrator, you can select (Settings button) to access the waiting area settings. For more information, see Manage waiting areas.

The Waiting Area Settings menu. The menu options are, General Information, Support Contact for Staff, Information for Callers, Logo and Pause Screen Image, Video Call Access Hours - Providers, Waiting Area Links, Share Link Message, Before Calls - Caller Details, Before Calls - Please Read Text, During Calls, After Calls, and Consult Now.

Regular waiting areas

After you select a tile, the waiting area screen opens.

An individual waiting area with no calls waiting. From left to right, the column headers are, Status, Caller, Telephone, and a person icon that indicates how many people are in each video room. The Status column includes a Filter icon, which allows you to sort the Callers list by status. In the right-hand panel, the Caller Arrival Alerts setting is set to Off, and the user's camera and microphone have been set to be On by default at the start of each call. Other information in the right-hand panel includes, Waiting Area Hours, the Test My Equipment button, the Waiting Area Link, Information for Callers, Support Contacts for Staff, and the About This Page section.

When service usersClosed 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. enter the waiting area, they appear in the Caller column. Select a name to access the action menu for that call. The options available are determined by your roles and permissions. For information about the action menu, see Individual appointment.

An individual Waiting Area with a call waiting. The Action Menu is open, and the menu items are, Join Call, Add to Call, Message, Call Activity, and Participants.

Group consultations waiting areas

Within a group consultations waiting area, you will see one of two buttons:

  • Waiting for callers: If there is nobody listed in the Caller column.

  • Launch call: If there are people listed in the Caller column.

A Group Consultations waiting area. Directly under the waiting area name, the Group Consultations label appears. To the right of that is the Launch Call button. Below these items there is a table with the columns, Status, Caller, and Telephone. The Status column contains a Filter icon that lets you sort the Callers list by Status. The right-hand panel displays the Waiting Area Settings cog button, as well as the Waiting Area Hours, Waiting Area Link, Information for Callers, Support Contact for Staff, and About this page section.

Select a name to access the action menu for that call. For information about the action menu, see Group consultation.

A Group Consultations waiting area that has a call in progress. The Action Menu is open, and it displays the options, You Are In This Call, and Participants.

Consult Now waiting areas

If Consult Now has been switched on for the waiting area, you will see a Consult Now tab in the waiting area screen.

A Waiting Area that has the Consult Now feature enabled. There is a tab called Main Waiting Area, and a tab called Consult Now. The Consult Now tab is open. This screen has two horizontal sections, one called Initiated Calls, and one called In Progress Calls. The Initiated Calls section has four column headers. They are, Status, Caller, Contact Details, and Provider Name. Below the column headers is the text, 'Consult Now calls that are waiting for Callers to join will show here'. The In Progress Calls section also has four column headers. They are, Status, Caller, Telephone, and a person icon that shows how many people are in a particular video room. Below the column headers is the text, 'Consult Now calls where callers are waiting or are in progress will show here.' The right-hand panel contains the Consult Now button, as well as the Waiting Area Hours, and the Support Contact for Staff section.

For information on the two main sections of the Consult Now tab and the actions you can perform, see Initiated calls section and In progress calls section.

When you have sent an invitation to join a Consult Now call, you see a Caller waiting notice on the Consult Now tab.

A Waiting Area that has the Consult Now feature enabled. The Consult Now tab, and the Status column of the Initiated Calls section, indicate that the service provider has invited someone to a call but they are yet to respond.

See also:

Start a call

Call types

Roles and permissions