Coming Soon: A new clinic setting lets callers display as Offline in the waiting area if they navigate away from their wait screen. This is especially helpful for callers in clinics with longer wait times, who can use their device freely while they wait and remain connected in the waiting area. Offline callers have a grey Offline status and their Join button updates to Recall, as shown in the image below, enabling clinic staff to bring the caller back into Waiting status when their health service provider is ready to join them. The details provided by the caller are remembered, so they do not need to be added again.

This feature helps prevent disruptions if callers navigate away from the waiting screen before being joined by their health service provider. Team members have the ability to cancel the offline queue for a caller, which removes them from the waiting area and cancels the call completely.

Click the headings below for more information:

Offline status configuration and workflow

Clinic administrators go to Configure > Waiting Area > Patient Queueing Options and select Offline Queueing.   Once this setting is saved the Offline Status will be available in the clinic for waiting callers.
Callers to the clinic use the clinic link to arrive in the waiting area for their appointment. With Offline Queueing enabled in the clinic they can verify the phone number they have entered, which sends them a secure code. Once verified this is the number that will receive the SMS when the patient is recalled to the waiting area.
In this example there are two waiting patients.
If a caller that has verified their phone number navigates away from the call screen, for example to go to another app or web page on their phone, their status changes to 'Offline'. Their wait screen is still active in their browser but they are not currently viewing it.
When it is almost time for the caller to be seen, click the Recall button. This sends an SMS asking them to return to their call and includes a link to their wait screen, which they can use if they are using their phone for the consultation.
The caller status updates to Waiting and they can be joined by their health service provider.

 

 

Patient flow for offline status

Callers to the clinic use the clinic link to arrive in the waiting area for their appointment. With Offline Queueing enabled in the clinic they can verify the phone number they have entered,
This sends a secure code to the phone number they have entered.
The patient enters the secure code to verify their number.
The patient receives confirmation that their phone number is verified. They can can now use their device freely while they wait.   As soon as they navigate away from the waiting screen, they go into Offline status in the clinic waiting area. They maintain their waiting area position while in this status.
When a clinic member clicks to Recall the patient back to their wait screen, the patient receives an SMS asking them to return to their Video Call. The message also contains a link back to their wait screen - which they can click on when using a mobile device for their call.   When the patient is once again on the waiting screen, their status updates to Waiting in the waiting area.