Making And Receiving Calls

IN THIS ARTICLE

You can also learn about making calls from Spruce by watching this video:

And you can learn about receiving calls on Spruce by watching this video:


Introduction to making and receiving calls

Once you have set up your Spruce phone number, you can place outbound calls to patients without disclosing your personal phone number. Patients will see your Spruce number on their caller ID, and all inbound and outbound calls and voicemails will be documented in your patient's Standard Conversation, along with call time and duration.

There are two ways to make a call from Spruce: you can dial out from the Spruce mobile app, or you can dial out from any phone by logging in to Spruce on the web and getting a unique routing number for one-time use.


Making calls from the mobile app

There are two ways to make a call from the mobile app: by using the Dialpad or by selecting the Phone Icon from within a patient conversation.

Using the Dialpad

1
Select the Plus + Icon in the lower right corner of the screen, then select Dialpad.
2
Select a number from your contacts or type in a phone number.
3
A call box will pop up with a different number displayed; this is part of the unique Spruce routing system that disguises your personal phone number.
4
Select Call, and you will be connected to the patient phone number that you input in step 2. The call recipient will see your Spruce number appear on their caller ID.

Using the Phone Icon

1
Select a patient conversation, then select the Phone Icon in the top right corner.

Note: If you do not see the  Phone Icon, that means you haven't associated a phone number with the patient in question. You can add a phone number by selecting the three vertical dots and editing the patient's contact details.
2
A call box will pop up with a  different number displayed; this is part of the unique Spruce routing system that disguises your personal phone number.
3
Select Call, and you will be connected to the patient phone number associated with the conversation you selected in Step 1. The call recipient will see your Spruce number appear on their caller ID.


Making calls from any phone 

To make a Spruce call from any phone, you'll log in to Spruce from the web and get a unique number to dial that will route your call through your Spruce number. 

First select a patient conversation. The select the Phone Icon in the top right corner. A panel will appear that displays the following information:

  • Call (xxx) xxx-xxxx. This is the patient phone number associated with the conversation you selected. This is the final destination of the phone call. 
  • Phone number you will place the call from. This is the phone number of the device you will be calling from. For example, if you will place the call from your cell phone, input your cell phone number. If you will place the call from your desk phone, input your desk phone number. 
  • Number to dial. This last number, written in bold is a temporary, autogenerated number. When you dial this number, you will be connected to your patient and have your Spruce number appear in their caller ID.

Note: If you do not see the Phone Icon, that means you haven't associated a phone number with the patient in question. You can add a phone number by selecting the three vertical dots and editing the patient's contact details.


Receiving calls

When a patient calls your Spruce number, it will ring to your cell phone as well as to any additional phone number listed in the  Numbers to Ring list. For example, if you have your Spruce Number and a Medical Assistant's Spruce Number listed as Numbers to Ring, both phones will ring simultaneously, and whoever picks up first will receive the call (note, if you have set up a phone tree and chosen sequential dialing, phones will ring in a round-robin style rather than simultaneously). 

There are two unique notes about receiving a Spruce call that you should be aware of:

  • Incoming calls from patients will appear as your Spruce number on your caller ID. This keeps patient phone numbers out of the call history on your personal phone. It also helps you immediately identify that the call is a patient phone call. You can then choose not to answer if you are not in a professional environment. 
  • When you answer a Spruce call, you will hear a voice that tells you the name or phone number of the patient who is calling, and then you will be asked to press 1 to be connected. This allows you to screen your calls before answering, and also ensures calls are always answered intentionally. You can choose to press 1 to be connected, or you can hang up to send the call to your Spruce voicemail.
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