Context
Spruce is excited to offer Softphones as a new way to make and receive calls on the Spruce iOS and Android apps (web coming later). With Softphones, calls will connect entirely over the internet without using mobile phone minutes. Other benefits of Softphones are:
- Granular Caller ID configuration: You can configure the caller ID for incoming calls to display the full name or phone number of the caller so that you know who is calling before answering the call. If you’re concerned about patient information being displayed on your incoming call screen, you can configure the caller ID to display partial information (default) or no caller ID.
- Additional configuration options for incoming calls: Prior to softphone releases, your only option for receiving calls was to see your Spruce number, then audibly hear the caller's number or name and then hit 1 to answer or hang up. Now, with our latest softphone release, you can customize your call experience. Choose to continue with the original setting, or opt to see the full or partial name of the caller on screen. When you answer, you'll be instantly connected—no need for additional prompts. See this article on incoming calls to learn more.
- Improved outbound calling experience: When making an outbound call, you will no longer call an intermediary number to connect to the patient. Instead, the outbound call will directly connect you to the recipient in the Spruce app while displaying your Spruce phone number on their caller ID.
- Easily navigate to the contact or conversation while on a call: When you make or receive a Spruce call, you’ll have quick actions from the in-progress call screen to navigate to the conversation or contact.
- International virtual assistants can place calls from your Spruce Number: Unlike calls placed through Spruce using the cell network, Softphones do not require a US cell phone number to be associated with the mobile phone placing the outbound call.
How to configure Softphones
Please contact Spruce Support to express your interest in Softphones on the Spruce iOS or Android apps. This feature is currently being rolled out as a limited release while we work to ensure that the experience works well for everyone.
On iOS, please ensure you’re on app version 4.4.8 or above. On Android, please ensure that you're on app version 4.2.77 or above. You can check the app version you’re on by navigating to Settings within the Spruce app and checking the app version at the bottom of the Settings screen.
Once Softphones is turned on for your organization, each teammate in the organization will need to configure their network preferences to Softphones as follows:
- On your Spruce app, navigate to Settings > Personal Preferences > Devices and Numbers to Ring. On the “Devices and Numbers to Ring” screen, tap on Edit > Change Network Preference and switch your network preference to Softphone.
- Make sure that the “Numbers to Ring” list for your Spruce phone number is configured to ring you as a Teammate and not your cell phone number. If you use phone trees, then make sure that your Ring Groups are configured to ring you as a Teammate.
- Any call that you make or receive will be configured for Softphone moving forward.
Here’s a quick demo of the instructions above
Current limitations
- Adding and merging calls is currently not supported and will be coming soon.
- Direct and warm call transfer support is also coming soon on iOS.
Receiving calls
When a patient calls your Spruce number, the call will ring on your cell phone, as well as on any teammates' devices, phone numbers, or VoIP desk phones listed in the Numbers to Ring list. All phones in the list will ring simultaneously, and the first to answer will receive the call.
Example: If both your number and a medical assistant's number are in the Numbers to Ring list, both phones will ring simultaneously, and the first person to pick up will connect with the caller.
You can find the Numbers to Ring list in your call handling settings under Settings > Phone & SMS > Phone Numbers.
Note: If your phone number’s call handling settings use Call Flows (phone tree), the specific Saved Ring List (Ring Group) will determine which phones ring when there’s an incoming call.
Receiving calls on mobile
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Default Setting: By default, incoming calls to your cellular device will appear as calls from your Spruce number. This allows you to immediately recognize work-related calls. When you answer, you will hear an audible prompt with the caller’s name or phone number. You can then press “1” to connect with the caller or hang up to send them to your Spruce voicemail, allowing you to screen calls.
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Softphone Setting: With softphones enabled, you can customize how incoming calls appear. To enable softphones, refer to this article on activation. Once enabled, adjust caller ID settings by navigating to Settings > Personal Preferences > Devices and Numbers to Ring. Tap on Edit > Softphone Settings and choose one of the following options:
- Display Full Name: Shows the full name of the caller if available.
- Display Partial Name: Shows a partial name of the caller.
- Do Not Display Caller ID: Keeps caller ID hidden.
These options allow for a more flexible call-handling experience based on your preferences and needs.
Things to note
- We’re continuing to develop the Softphone experience and will be releasing updates to it over the coming months. If you have any feedback or questions, don’t hesitate to contact us via Team Spruce in-app or support@sprucehealth.com.
- Web-based calling from the Spruce Desktop app and web experience is our next highest priority. If you’re interested in the web experience, please let us know.