Spruce VoIP Phone FAQ

Choosing a Phone

Please see Spruce’s phone options here in this article. 

Which phone is best for my practice?

We have three phones available for purchase, which phone you choose is dependent on your practice’s needs. If you are currently using VoIP phones at your practice, it is best to confirm how they are connected or how you would like them connected. Phones must be connected to the internet either via an ethernet cord (hard-wired) or through a Wi-Fi connection. If you need the phone to be in a place where the ethernet cord and/or the router is too far to connect then you may want to choose a phone with Wi-Fi capabilities. You could also choose to use a cordless phone so that the base could be plugged in and the headset used elsewhere in the office. 

The other commonly requested feature is bluetooth connectivity; if you require this please purchase the Yealink T44W for $119. If you prefer a cordless phone, then we recommend the Yealink W73P, ($144), but please note the base unit must be hardwired through an ethernet cord, there is no Wi-Fi option for the cordless phone. The additional handsets can be connected via Bluetooth to the base. You can connect up to 10 handsets to each base. Additional handsets are $82 each. Our most popular phone is the Yealink T31G for $75; this entry-level phone has a hardwired connection only and no Bluetooth. 

Can you work with my existing phones? 

We can only support Yealink brand phones. In most cases, we can support Yealinks model numbers T31P, T33G, T43U, T46U, T54W, and T57W. Outside of this, they need to be reviewed on a case-by-case basis. Generally, if your Yealink is an older model, they will categorize the model as End of Life (EoL), and we are not able to configure them to work with Spruce. You can see a list of EoL phones on Yealink’s site here that will not be able to work with our system. For specific inquiries regarding your existing devices, kindly reach out to the Spruce Support team for assistance. 

I bought phones from Spruce in the past and it looks like you’re no longer selling them; can I get the same phones I bought before?

We are excited to offer our customers Yealiink phones, which are more affordable and have greater functionality than the phones we previously offered. We encourage you to reach out to the Support Team to learn more.

Set-Up

How do VoIP phones connect?

Voice-over-Internet phones (VoIP) connect via your internet connection. Depending on which phone you purchase from us, it will be connected by a wired connection (ethernet cord) or Wi-Fi connection. We recommend connecting directly to your ethernet for best-quality calls. You can review the specs of the current phones we offer in this article. VoIP phones are not traditional landline phones and do not require a phone line connection.

What number will patients see when I call from my VoIP phone?

When you order your desk phones, you will specify which of your Spruce numbers you want to show up for the patient when you call out from that VoIP phone. You can have multiple numbers per phone.  

What if my business number has not transferred to Spruce at the time I order the phones?

Our technical support team will add a temporary phone number to your Spruce account so you can test the phones before your business number transfers. Once your number transfers we can change the outgoing number so that your patients will see your business number calling.

How do I get my VoIP phone to ring?

If you are using a call flow (phone tree) for incoming calls, you will need to add the VoIP phone to the appropriate Saved Ring Lists (Ring Groups). Navigate to Settings > Phone & SMS > Saved Ring Lists, and you will see a list for each option/extension that is set to ring. You can add the VoIP phone to multiple ring lists; it can ring for as many options as needed. You can read more about call flows here.

If you are not using a call flow, you can control who receives a call by going to Settings > Phone & SMS > Phone Numbers, selecting your number, and editing the ‘Numbers to Ring.’ You can add teammates or VoIP phones to the ring list for your number.

Will someone help me set up my VoIP phone?

When your phones are scheduled to arrive, our technical support team will send you a message in your Team Spruce conversation with a link to schedule a virtual meeting should you want their help. Please schedule with them if you need any assistance getting your phones online.

What if my phone is broken or I decide I don’t want to keep it?

We can accept returns on VoIP phones within 30 days of receiving them for a full refund. You can reach us through the Spruce Support thread in-app to initiate the return. You'll be responsible for the return shipping cost. Please let our team know how many, if they are opened/unopened, and the address they'll be shipped back from. We can then initiate the process with our VoIP supplier by getting a return shipping label printed for you. 

We'll then reply back once we have the return label from our supplier. We'll refund your account once you send us over a photo of the shipping drop off receipt photo/tracking number.

All phones have a 1-year warranty from the time of purchase if there are issues with them after the 30-day return period.

Can I purchase multiple handsets for the cordless phone? How does this work?

You can connect up to ten handsets to one phone base. When purchased through Spruce, each handset comes with its own charging cradle. The initial cordless handset will get one line, and each subsequent handset will get its own line. The lines can be set up on the Ring Group or Numbers to Ring list. They are independent of each other, so you can control which handset receives calls individually.

Do you sell headsets that work with your phones? Do you have recommended headsets?

We do not sell headsets, but you can purchase them from any vendor. Our phone supplier has great resources for looking at compatible headsets. You can read more about the Yealink T31G in our help article, and find the manufacturer’s list of compatible headsets here. The Yealink W73P (cordless) phone also has a number of compatible headsets. The Yealink T44W is Bluetooth-compatible and can be used with any Bluetooth headset.

How will incoming calls appear on the VoIP phones? Do the phones have caller ID?

Yealink Devices:
When you receive an incoming call on a Yealink device, the caller ID displays the name saved in your Spruce contacts if the number is stored there. If the number isn’t saved, only the phone number will appear. Unlike some systems, Spruce does not pull caller information from generic national caller ID databases. If multiple contacts share the same phone number, the phone will display only the number, not the names. To turn this off, please contact Spruce Support.

Polycom Devices:
For Polycom devices, incoming calls will show only the phone number, even if the number is saved in your Spruce contacts.

Additional Caller Details:
If your setup involves multiple phone tree options (e.g., separate lines for billing and scheduling calls), you may want the VoIP phone to indicate which option was selected by the caller. Our tech support team can assist you in configuring your devices to display this information if desired. 

If you have further questions or need help setting this up, contact our support team directly through your Spruce app or email us at support@sprucehealth.com.

Can I set a custom ringtone on the VoIP phones?

Yes, you can choose from one of 16 ring tones loaded onto the phone. To access the available ringtones, go to Settings >> Basic Settings >> Sound >> Ringtones. You can also have different tones used for different branches on your phone tree or different Spruce numbers; for this type of customization, please reach out to our tech support team for guidance.

How can I set the outgoing number for a call if I have more than one line on my VoIP phone?

You can set the default caller ID by scrolling through the lines on the device (UP and DOWN directional keys). This would apply if you were to pick up the handset and start dialing. Otherwise, press the corresponding line button to get a dial tone on that line.

Using Your VoIP Phone

How do I transfer calls?

At this time, Spruce does not support ‘cold transfers,’ meaning that the person you’re transferring to must answer before you can transfer the call to them; you cannot transfer straight to a voicemail. As an alternative, many of our customers utilize the paging feature within an internal note to alert a colleague of a message. You can read more about this in our help article on internal communication.

You can do warm transfers of both outgoing and incoming calls using the following steps; please note that the ‘transfer’ button on the phones is nonfunctional. 

1. Press the * key to start the transfer process and put the caller on hold.
2. You will hear a menu that says: "Press 1 to transfer the call, or press 2 to return to the caller."
3. Press 1 and dial the phone number you’d like to transfer the call to, followed by the # key. You can dial any 10-digit phone number or known extension for a Spruce desk phone in your practice.
4. You will be connected to the number or phone you are transferring to. You can speak to the person receiving the call to set context for the transfer.
5. Press the * key again. You will hear a menu that says: "Press 1 to complete the transfer, or press 2 to cancel the transfer and return to the original call."
6. Press 1. You will be disconnected, and the original caller will be connected with the number or phone you transferred to.
7. If you press 2 at either audible menu, you will be connected back to the original caller.

If I’m currently on a call and another call comes in, can I put the first caller on hold? What would that caller’s experience be?

Yes. To answer a second call, press the answer button on the phone. This will automatically place the first caller on hold (they will hear our hold music).  At that point, you can either disconnect from the first call, or place the second on hold and go back to the first. 

To place the second call on hold, simply press the Hold button.  You can navigate between the two calls by pressing the Up or Down directional buttons.  Press Resume on the call that you need to speak with.  In both cases, on hold music is heard by the caller.

Can I customize the hold music? What is the hold music provided by Spruce?

You are not able to customize the music at this time. The default music will be heard by a caller during the transfer process and whenever a call is placed on hold using the phone’s hold button. The default music is a series of short classical selections that will cycle through; the first is a Chopin piece that is 4 minutes and 30 seconds long. If the caller is on hold longer than this time they will hear the next piece and so on. 

Can I place calls on hold? Can I park calls?

You can use the hold button on the phone to place a call on hold; the caller will hear our default music while on hold. Spruce does not support ‘call parking’ at this time. Call parking is a function that allows you to put a call on hold and have that call answered by a teammate on a different phone. This is not possible using the Spruce VoIP system. Many of our customers use the call transfer function as a replacement for call parking.

You can have up to 50 calls on hold using the T44W and T31G and up to 2 on the cordless W73P/H.

Does Spruce allow for a ‘call queue’?

A call queue is a feature that allows callers to remain on hold indefinitely until someone is available to answer, rather than hearing a phone ring, they might immediately hear music or a message to hold for the next available operator. This is not a current feature of the Spruce VoIP system. If no one is able to answer a call, that caller will connect to a voicemail. There are many ways to design your call handling to ensure that important calls are answered. We encourage you to reach out to our support team for assistance if you are migrating away from a call queue system.

Can I set up a conference call?

You can connect with multiple parties using our VoIP phone; this is only possible when you have placed an outgoing call to a patient. It is only possible to conference with one additional participant at this time (this is a three way call, not a conference call). 

To connect to multiple callers:

1. Call the first participant, once they’ve connected
2. Press the Conference soft key button (places the current call on hold)
3. Dial the number that you would like to conference in.
4. Once connected to the new call, press the Conference soft key again.

Can I place an interoffice call?

Yes, you can connect to any other VoIP phone in your practice by dialing the extension. You will see your extension on the phone's screen; this is the 3-4 digit number prior to the line name.

Can a caller dial my extension number instead of choosing a phone tree option?

This is not set up by default when you create your phone tree, so you will not be able to. If you want to set this up, please contact our support team. We generally advise against this setup as it makes it difficult to keep up with staffing changes. Please contact our support team to learn more about best practices for phone trees.

Do I need to upgrade my internet speed? What internet speed do I need for the phones to work? 

A good guideline would be 100kbps per phone in addition to the overhead needed for office web work, file transfers, and any streaming services your office uses. Generally customers do not need to upgrade internet speeds but we would advise you to inquire with your internet service to ensure that these guidelines are met.

Can you work with my existing phones? 

While it may be possible to utilize desk phones not purchased through Spruce with the platform, we cannot guarantee compatibility. In most cases we can support Yealinks T31P, T33G, T43U, T46U, T54W, and T57W.  Outside of this, they need to be reviewed on a case by case basis.

For specific inquiries regarding your existing devices, kindly reach out to the Spruce Support team for assistance.