Softphone User Guide
The User Console Softphone removes the need for a physical handset
As well as the usual telephony functions it can also be used for video calls with the ability for an audio call to be switched to a video call halfway through
This guide describes the key functions for users
Additional resources;
Step by step guide
Logging In
Log in to the SSO
Once logged into the SSO, select the User Console
At the start of each session the first thing users should to make sure you are available for call and the Softphone is selected as your call device
Click on your initials to access your User profile
When you have opened your User Profile, you will find your status under the User status section
Your current status will be highlighted with the arrow icon. To change your status select it with your mouse
Change your call device. You will find your devices listed under the Number section
Remember: Logging in with your smartcard within the surgery will automatically select the desk phone connected to your PC
Your desk phone will show as a temporary number. This is not a phone number but how Surgery Connect recognises which PC you are connected to
The device you are currently using will be highlighted with the arrow icon. Select the Softphone. To change the device select it with your mouse. Your selected device will now be live to make and receive call
NOTE: If you are a Phonebar user and are already logged in to the Phonebar softphone you will see the message below, and if you want to use the Softphone in the User Console instead of your Phonebar you will need to click Activate this Softphone
You will then be logged out of the Phonebar softphone and logged in to your User Console Softphone
Making Calls
Expand the Softphone
To do this you will need to click on the softphone itself. If the dialler keypad is not immediately visible it will be minimised in the bottom right hand corner of the screen. Click on the arrow to expand the softphone
The keypad will be displayed in full and it is just a case of either clicking the numbers on the keypad, using the numbers on your PC keyboard or clicking on an existing contact in the User Console to dial out
Once you have entered the number you can start and audio call
or send out a video call invite
When the call has been answered the keypad view will change and the call functions will become available
Call Functions
Mute
Mute the caller |  |
On Mute
Caller is muted, click to unmute |  |
Keypad
Click to access the keypad |  |
Keypad open on call
Use the keypad as required to make menu selections or to use the Star Keys
See our Star Keys guide |  |
Hold
Click to put the caller on hold |  |
Resume
Caller is on hold, click to resume call |  |
Video
Send video call invite |  |
Transfer
Transfer the caller, this will open the transfer window |  |
Transfer window
Enter the transfer number, press Dial to transfer the call, or Cancel to return to the caller |  |
End Call |  |
Video Calling
You can send a video call invite directly or convert a voice call to a video call
Direct Invite
Dial the number and select the video icon, this will send the video call invitation out to he number you have dialled
or
Voice call to Video Call
If you are already on a voice call click on the + video icon
Then confirm that you would like to send the invite
The recipient must be on a compatible mobile to take part in a video call and this will only be an option if you are calling a mobile phone. In addition, in order to be successful, the patient needs a minimum bandwidth in order to participate in the video call
You will see that the message has been sent successfully
The patient will receive an SMS like the message shown below and they need to be instructed to open the SMS and click the link
Once they have accessed the link in the SMS they need to click on the Start Video Call button
The patient will also need to allow access to the camera and microphone on their device
Note: The text message invitation times out after 10 minutes so patients cannot reuse it to call back later
Once the call is completed, a call recording will be visible in the User Console
When the call has ended the caller has the opportunity to leave feedback, should they so wish. To do so they click on the number of stars they feel rates the experience and click send
Settings
The settings for your microphone and camera can be found by clicking on the three stripes located on the top right hand side of the softphone opposite your status
Where you are using multiple devices you can select which microphone and which camera you would prefer to use by clicking on the lists from the downward arrows
Once you have made your selection simply close the window to save your preferences
Softphone Compatibility
Surgery Connect recommends using Chrome as your browser, however, Edge, Firefox and Safari also work
The Softphone will not work on Internet Explorer
Browser | Version | Comment |
Chrome | 56-79 | Recommended |
Microsoft Edge | 79 | Supported |
Firefox | 44-73 | Supported |
Safari | 11-12.1 | Supported |
Internet Explorer | - | Not Supported |