We have made a change to the Softphone to ensure that a user is auto-logged out when their softphone cannot be targeted with calls.
This will happen after 5 failed call attempts.
Why have we made this change?
Users who have left themselves available but have either closed their browser, logged out of Windows, or switched off their PC entirely, are unable to be targeted with calls to their softphone. These users are shown as a Suspect status, which flashes red on the User Console. In this state they will miss calls, they will still be targeted with calls but will not hear or see those calls coming in
There are several reasons why we log out users after 5 failed call attempts, including:
Patients in a queue will no longer be targeted to an unavailable user. Helping reduce queue times and improve patient experience.
User stats are improved as they do not show numerous missed calls against users who are unavailable via their softphone.
It provides a more accurate representation of staff presence, as it will remove those users who are not contactable via the softphone.
This is a positive change from a patient and reporting perspective. This change will also ensure any users showing a Suspect status will be logged out.
What is a Suspect status?
Read our Suspect Status guide
Solution
If a user is available but has been automatically logged out they should refresh their browser.
Users should upgrade to the Phonebar. Our desktop application is not reliant on a browser, which may be hidden or made dormant.
Learn about phonebar
To upgrade to the Phonebar please contact the Service Desk via the Support Portal.