VoIP Desk Phones

Introduction to VoIP Phones

A VoIP phone uses Voice over Internet Protocol (IP) technologies for placing and transmitting telephone calls over the Internet. This is in contrast to a standard phone which uses the traditional public switched telephone network.

You can reduce or replace your phone bill altogether by utilizing the Spruce phone system and associated desk phones. Much like what you're already accustomed to, you can make and receive calls from your VoIP phone, and voicemails will be captured in the Spruce app for you to listen to and easily share with other members of the team. All calls you make from the desk phone will automatically be logged (not recorded) in the appropriate patient conversation, giving you/your team context for who called which patient and when. Please note that the VoIP phone interface will only display the phone number of the caller not the name of the caller; a log will populate in the Spruce interface after the call has ended with their name or number if no name is programed.

If you choose to obtain a Spruce desk phone(s), here's what you will need to power that phone:

VoIP-enabled device(s)
A wired internet connection

If you want to use wireless internet to power your desk phone, you can purchase a WiFi adaptor for as little as $30. However, to ensure the highest call quality, we strongly recommend that you use desk phones over a wired internet connection.

Purchasing VoIP Phones

Spruce uses Polycom Obi Edition VVX VoIP phones directly from Spruce only. We remotely configure the phones and provide support for them. We will configure and ship the phones to you so that all you have to do is plug them into the internet.

VoIP phones are part of our Communicator level plan. Existing customers looking to add this to their account can order phones directly from their Spruce settings, under "Phone & SMS", then click "Order VoIP Phones". If you are new to Spruce please email our sales team at sales@sprucehealth.com.

We currently support two desk phones. Please see these links for relevant information about the Polycom phones we support:

Polycom VVX 250 Obi Edition

Wired desk phone. We recommend using a wired connection; if you do wish to use a wifi connection you will need to purchase one wifi adaptor for each phone at a cost of $30/adaptor
- - Cost: $157 (shipping included)
  - Configure up to 4 lines

Polycom VVX D230 Obi Edition

Cordless base station with one handset
- Cost: $200 (shipping included)
- Configure up to 8 lines
- Wifi not available for base unit
Additional wireless handset
- Cost: $100 per handset (shipping included)
- These handsets will ring together with the base station, they operate as one phone
- Handsets do not require internet just power
- Up to 10 handsets per base
Additional notes about cordless phones
- Each connected handset to a single base station will ring simultaneously when the base station extension is dialed.
- Each base station can be a separate extension on your Spruce phone number.
- Incoming calls can be transferred from one base station extension to any another extension or phone number.
- Incoming calls can not be transferred from one cordless handset to another cordless handset if both handsets are connected to the same base station.
- Example: Each base station for the cordless phone is considered a "desk phone" so if you buy 1 base station and 4 handsets, all 4 handsets will ring simultaneously since they are connected to 1 base station. If you want to have different ring groups for different handsets, you need to buy different base stations or the other desk phones

The lines represent the number of patients you may want to put on hold at once and the amount of phone numbers you may want as potential outbound callerIDs (only applicable if you have multiple numbers on your account).

Headset recommendations

Spruce does not sell any headsets at this time. We have a recommendation for a headset and connector cords. Please note, that we do not provide support for the headsets. Users should contact the seller on Amazon if they run into any issues with the headsets.

Wired Headset

Polycom VVX 250 (corded phone) we recommend Plantronics Encore Pro HW510 that connects with the RJ9 QD Cable Plantronics 27190-01

Polycom D230 (cordless phone) we recommend Plantronics Encore Pro HW510 that connects with the 2.5mm QD Cable Plantronics

Wireless Headset

Polycom VVX 250 (corded phone) we recommend Plantronics CS540 that connects with the Electronic Hook Switch cable Plantronics APP-51

The settings below enable the CS540 headset call button to pick up (connect) and hang up (disconnect) calls.

CS540 Settings for Polycom VVX 250 phone with Obihai software

Home > Preferences >
- Preferred Headset Device: RJ9 Headset
- Electronic Hook Switch: Plantronics

CS540 Settings for Polycom VVX 250 phone with UC software

Home > 4 Settings > 1 Basic > 1 Preferences > 3 Headset >
- 1 Headset Memory > 2 Enabled
- 2 Hookswitch Mode > 3 Poly EHS (default)
- 3 Echo Cancellation > 1 Disabled (default)

Using existing VoIP phones

At this time we do not work with additional phones, you must purchase directly through Spruce.

Connecting your Spruce VoIP Phone

Once your phone arrives from Spruce, you should be able to plug in the phone to power + internet, and the phones will pull down the appropriate configuration from the Spruce platform. In other words, the phone should already be configured and ready to go without needing any manual configuration or setup. Once activated and connected properly, you'll see a Spruce logo appear on the screen and a dial tone when you pick it up. If you don't see this, the phone is not properly connected to the internet.

We recommend connecting your VoIP phone via a wired connection. This video shows the process of setting up your phone with a wired connection.

Connecting via WiFi requires a WiFi adaptor, which should have been purchased along with your phones if needed and will be in the same box. To connect your phone to WiFi, go into the settings option → then go to “WiFi” → choose the “Scan” option → locate the network you’d like to join → select “Connect” → scroll down to the password and enter it in → select “Save” → then “Connect.”

This video shows you the steps to connect your VoIP phone over a WiFi connection.

Lastly, your desk phone’s extension should be listed on the desk phone itself. For example, you might see 101 Phone 1. The extension is 101. If you need additional assistance connecting your VoIP phone, please reach out to us via the Spruce Support connections in app or email us at support@sprucehealth.com.

Receiving inbound calls on VoIP Phones

To start receiving inbound calls on your VoIP phone, ensure the following

You have the appropriate Phone Trees set up to ensure that calls are being routed to the correct individuals or teams.
Your phone trees follow a schedule for after hours and business hours.
Your VoIP phones have been added to the appropriate Ring Groups or Numbers to Ring list if no phone tree is involved.

If you have any questions, please don't hesitate to reach out to us in the Spruce Support thread within Spruce, or email us at support@sprucehealth.com