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Phonebar
Using the Phonebar
In Call Features - Softphone
In Call Features - Softphone

The Phonebar allows access for all telephony functionality to be controlled from the PC screen, depending on your selected call device.

Updated over a week ago

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

  1. With an active call connected, click on the dialler icon

    This will open your keypad

  2. Use your mouse to select the required keys

  3. To close the keypad down, click on the dialler icon again

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Pause Recording

  1. As soon as a call starts the timer of the call will begin counting alongside the recording button

  2. To stop the call recording click on the flashing red button

  3. 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

  4. 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

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Transfer

You can transfer a call to a colleague, to an external contact, via your call history or to an alternative number

EMIS

  1. With an active call connected, click on the transfer icon

  2. 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

  3. Click on the call icon next to the colleague name or group name to start the transfer

  4. To transfer a call to an external contact select the Directory icon

    This will open your Directory

  5. Click on the call icon next to the name to start the transfer

  6. 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

  7. Click on the call icon next to the name to start the transfer

  8. To transfer the call to an alternative number select the dialler icon

  9. This will open up the input box where you can type the number

  10. Click on the green call icon to start the transfer

  11. When you have clicked on the call icon the transfer will begin

    The transfer window will show you the progress of the transfer

  12. Once the call has connected to the third party you will need to confirm the transfer by clicking on the green tick

    This will now complete the transfer

  13. 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

  14. 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

SystmOne

  1. With an active call connected, click on the transfer icon

  2. 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

  3. Click on the call icon next to the colleague name or group name to start the transfer

  4. To transfer a call to an external contact select the Directory icon

    This will open your Directory

  5. Click on the call icon next to the name to start the transfer

  6. To transfer a call to a contact or a number from your call history select the 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

  7. Click on the call icon next to the name to start the transfer

  8. To transfer the call to an alternative number select the dialler icon

  9. This will open up the input box where you can type the number

  10. Click on the green call icon to start the transfer

  11. When you have clicked on the call icon the transfer will begin

    The transfer window will show you the progress of the transfer

  12. Once the call has connected to the third party you will need to confirm the transfer by clicking on the green tick

    This will now complete the transfer

  13. 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

  14. The caller will be on hold

    Click the red 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

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Hold

  1. To place the call on hold click on the hold icon

    EMIS

    SystmOne

    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

  2. To resume the call click on the hold icon again

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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

  1. 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

  2. To resume speaking (unmute) click on the on mute icon, the caller will now be able to hear you again

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Voice Call to Video Call

  1. Select your Softphone as your call device, before making your voice call

  2. When you are on a voice call with a patient with your softphone as your call device click on the Video icon

  3. A window will open asking you to confirm you want to start a video call. To proceed click SEND INVITE

  4. The next window will show you the progress of the video call journey from when the invitation is sent to it being opened and actioned by the patient

  5. Once the patient accepts the invitation by clicking on the URL link and selecting start video call, your Phonebar will call you with an incoming video call

  6. The patient will display in the main body of the softphone screen and you will display as a thumbnail in the bottom right hand corner

The Patient Experience

  1. The patient will receive a text message from the surgery stating that the GP has requested a video call

    There will be a link in the body of the message that the patient needs to click on

    Note: They do not need to download an app

  2. A window will open with some guidance notes and a Start Video Call button

    If you are converting a voice call to a video call, the voice call will continue until the patient clicks on the Start Video Call button

    NOTE: They will temporarily loose audio with the GP whilst the call converts to a video call

  3. Once the GP answers the incoming video call both parties will appear on the screen, the patient will take up the majority of the screen and the GP will appear in the bottom right corner

    iPhone

    Android

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