For clinics where callers can sometimes have longer wait times, there is the option to allow them to navigate away from their waiting screen and be easily recalled when their clinician is ready. This feature helps prevent disruptions when the caller is on another screen and does not realise they have been joined. 

Clinic administrators go to Configure > Waiting Area > General Configuration > Patient Queueing Options and select Offline Queueing to enable this option. Callers can verify their phone number as they arrive in the clinic and use their device freely while they wait, while remaining connected in the waiting area. Their status displays as Away and their Join button updates to Recall, as in the below example, enabling clinic staff to recall them when their health service provider is ready. The details provided by the caller are remembered, so they do not need to be added again.

The clinic flow for this feature is:

• Caller verifies their phone number in the caller join flow and arrives in the clinic waiting area with Waiting status
• Caller uses their device freely, navigating away from the waiting screen and displays Away status.
• When the clinician is ready, the Recall button is clicked. The caller updates to Recalled status and is sent a message alerting them to navigate back to the waiting screen.
• When they navigate back to the waiting screen their status changes back to Waiting, indicating they are ready to be joined.

Click the headings below for more information:

Offline status configuration and workflow

Clinic administrators go to Configure > Waiting Area > General Configuration > Patient Queueing Options and select Offline Queueing.   Once this setting is saved the Offline Status will be available in the clinic for waiting callers.
Callers to the clinic use the clinic link to arrive in the waiting area for their appointment. With Offline Queueing enabled in the clinic they verify their phone number, via a secure code. Once verified this is the number that receives the SMS when the caller is recalled to the waiting area.
In this example the caller is waiting in the clinic.
If the caller navigates away from the call screen, for example to go to another app or web page on their phone, their status changes to 'Away'. Their wait screen is still active in their browser but they are not currently viewing it.
When the clinician is ready, click the Recall button. The caller updates to Recalled status and is sent a message alerting them to navigate back to the waiting screen. The Recall button also changes to Recalled to let service providers know that a recall message has been sent.
When the caller navigates back to the waiting screen their status changes back to Waiting, indicating they are ready to be joined.

 

 

Patient flow for offline status

Callers to the clinic use the clinic link to arrive in the waiting area for their appointment. With Offline Queueing enabled in the clinic they can verify the phone number they have entered,
This sends a secure code to the phone number they have entered.
The patient enters the secure code to verify their number.
The patient receives confirmation that their phone number is verified. They can can now use their device freely while they wait.   As soon as they navigate away from the waiting screen, they go into Away status in the clinic waiting area. They maintain their waiting area position while in this status.
When a clinic member clicks to Recall the patient back to their wait screen, the patient receives an SMS asking them to return to their Video Call. The message also contains a link back to their wait screen - which they can click on when using a mobile device for their call.   When the patient is once again on the waiting screen, their status updates to Waiting in the waiting area.