Phonebar - Softphone In-Call Features
With the softphone as your call device, you have access to all telephone functionality from the Phonebar on your PC screen
This guide will take you through every additional call function available to you when using the softphone as your call device, for making a call see our guide on Voice Calls
Phonebar - Other device In Call Features
Deskphone and mobile device in-call controls are now visible on the Phonebar when on an active call.
Users logged in to a deskphone can now control their call using the call controls on the Phonebar rather than their physical device.
Users active on their mobiles also have some in-call features available via the Phonebar. However, to answer an inbound call on their mobile they will need to press the button on their device.
Call Controls when logged into a deskphone
Call Controls when using a mobile
Refer to our Star Keys Guide for more information
Step by step guide
Phone Dialler
You may need to use the keypad whilst you are on a call, for example if you are provided with menu options, to do this you can open the phone dialler
With an active call connected, click on the dialler icon
This will open your keypad
Use your mouse to select the required keys
To close the keypad down, click on the dialler icon again
Pause Recording
As soon as a call starts the timer of the call will begin counting alongside the recording button
To stop the call recording click on the flashing red button
The button will have a line through it while the recording is paused
When you select pause record you will hear a whisper to the effect that call recording has been paused. The caller will hear a beep beep sound
To resume the call recording click on the recording button again
Again, you will hear a whisper to let you know that the recording has been resumed, and the call will hear a beep beep sound, and the recording light will start flashing
NOTE: Whether you have started the call recording again or not, on that call, the next call will be recorded automatically
Transfer
You can transfer a call to a colleague, to an external contact, via your call history or to an alternative number
With an active call connected, click on the transfer icon
The transfer window will open on the Colleagues tab
From here you can search your colleagues, their availability is displayed with the colour dot beside their name
Or, you can transfer the call to a group
Click on the call icon next to the colleague name or group name to start the transfer
To transfer a call to an external contact select the Directory icon
This will open your Directory
Click on the call icon next to the name to start the transfer
To transfer a call to a contact or a number from your call history select the Call History icon
Here you can search your call history. It will display all calls made to you and from you for the last 28 days
Click on the call icon next to the name to start the transfer
To transfer the call to an alternative number select the dialler icon
This will open up the input box where you can type the number
Once the number has been entered, click on the green call icon to start the transfer
When you have clicked on the call icon the transfer will begin
The transfer window will show you the progress of the transfer
Once the call has connected to the third party you usually speak to the third party to announce who you are putting through, you will then need to confirm the transfer by clicking on the green tick
This will now complete the transfer
If the call does not go through or the person you are calling does not accept the call you will need to end that call using the hang up button
The caller will be on hold
Click the pulsing hold button to resume the call or click on transfer to try someone else
NOTE: If you accidentally click on the transfer icon or you change your mind about transferring the call, simply click on the transfer icon again to close the transfer window
Hold
To place the call on hold click on the hold icon
The caller will then hear your chosen hold music, the hold icon will flash and the Phonebar will show that the call is on hold
To resume the call click on the hold icon again
Mute
When you can place a call on mute the caller will not be able to hear you, but you will be able to still hear them
To mute your end of the call click on the mute icon
The mute icon will change and the Phonebar will show that the call is Muted
To resume speaking (unmute) click the mute icon again, the caller will now be able to hear you again
Video Call
Select your Softphone as your call device, before making your video call
You can video call any mobile number by clicking the Video icon
Once a video call has been launched it will immediately open up a video call window. The meeting invite SMS will be sent automatically to the patient
Before entering a video call you can manage your video call settings by clicking on the Settings (cog) icon. Here you can manage your audio and video settings and apply visual effects
Click Join Meeting to start the video call. Once in the meeting, you can copy the invite link if you need to invite additional participants to the video call
Once the patient clicks on the link and requests to be let into the meeting, the GP will see the patient knocking
Click Let in to start the call or, if you are not ready, type a message in the the respond box asking them to wait
Once you have let the patient join the call they will appear on the screen with you
When you are ready to end the call, click the Leave button. This will end the call for all participants and you will receive a notification to this effect
The Patient Experience
The patient will automatically receive an SMS with the link to the video call, once the video call has been initiated by the GP
When they click the link it will launch the application window (patients will not have to download a third-party application), the patient can manage their video call settings before entering the call
A window will open with some guidance notes and a Knock button
The patient needs to click on the Knock button and wait for the GP to let them join the call
The in-call window will then appear. The patient will see the same in-call controls
Once the meeting has ended they will see the below screen to show that the call has finished
