Occasionally, callers experience technical difficulties that lead them to become disconnected from the waiting area while waiting to be seen. They can then check and fix their internet connection to ensure they can attend their appointment.

The following indications ensure patients are aware they have been disconnected from the waiting area:

• When a caller enters the waiting area, the waiting experience (music, video etc) will only begin when the caller is fully connected and waiting to be seen. All other stages (connecting, joining, reconnecting, disconnecting, and entering a call) will not play the waiting experience.
• If a patient gets disconnected from the waiting area, the reconnecting state will show the following message, prompting them to check their internet connection to ensure they will be joined for the consultation, ‘Your waiting area connection has been disrupted’.