Softphones

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.
• Call Transfer Capabilities: With Softphones, you can seamlessly transfer calls through the interface. 
• 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

Each teammate in the organization can opt into configuring their mobile calling preferences to use Softphones as follows:

1. On your mobile Spruce app, navigate to Settings > My Call Settings > Mobile Phones. Tap "Edit" near the bottom of the Mobile Phones section. Then, tap "Edit" under Mobile Calling Preference, and select Softphone. 
2. 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 Call Flows, then make sure that your Ring Lists are configured to ring you as a Teammate.
3. Any call that you make or receive will be configured for Softphone moving forward.

Watch a video walkthrough of this process here.

Configuring Incoming Caller ID Display

Teammates in the organization can set their own preference for how caller ID information will be displayed for incoming calls when Softphones are configured. The configuration is accessible via Settings > My Call Settings > Mobile Phones > Edit > Softphone Settings.

The available Caller ID options are:

• Display Full Name: When selected, calls from saved contacts will show the caller’s full name (ex: Jane Doe). Unsaved contacts will show the full name (ex: (415) 555-1324). Recent calls will not appear in your device’s call history to prevent displaying sensitive information outside of Spruce.
• Display Partial Name: Calls from saved contacts will show the caller’s partial name (ex: J••• D••). Unsaved contacts will show the area code (ex: (415) •••-••••).
• Do Not Display Caller ID: No information about the caller will be shown, and the caller ID will show your Spruce phone number number. If you select this option, we strongly recommend turning on “Press 1 to Answer” for softphone calls.

Limiting Caller ID Configuration

Administrators in the organization can control the caller ID display options available to teammates in Personal Preferences. This feature is exclusive to the Communicator Plan and can only be configured from the web.

• By default, teammates can select Full Caller ID Display. 
• If an administrator enforces Partial Caller ID Display, any teammate previously set to Full Caller ID Display will be automatically switched to Partial Caller ID Display.
• Similarly, if an administrator restricts caller ID to No Caller ID, all affected teammates will be switched accordingly.
• No changes will be made to teammates whose settings already comply with the enforced restriction.

Call Transfer Options with Softphone

Softphones allow you to transfer both inbound and outbound calls. There are two transfer methods available:

• Direct Transfer: When the transfer number is dialed, the call is immediately transferred. The transferring teammate does not have an opportunity to speak with the recipient before completing the transfer. This option is best for situations where the teammate is certain the recipient is available.
• Hold & Connect to Transfer: The ongoing call is placed on hold while the transferring teammate first connects with the recipient. The teammate can speak with the recipient before finalizing the transfer. The teammate can switch between the two active calls if needed. This option is best for cases where context needs to be set before transferring, such as a front desk introducing a patient to a provider.

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.