Table of Contents


Related documents

Video Calling Guide

Video Call Resource Centre

Attention: As of the version 3.8.4 release (November 2017), the Video Call online help will be located at

Skip to end of metadata
Go to start of metadata


Click a tab to find out more


About Video Call

Video Call is a suite of services and web-based management software that makes it easy for health care providers to offer video call access to their services, as a normal part of day-to-day operations.

The Video Call Management Platform is web-based software that enables healthcare organisations to supply, monitor, and administer Internet-based video calling to providers and consumers. All that is required to use it is a user account, and the Google Chrome web browser.

Key components of the Video Call Management Platform include the following:

  • The Video consulting dashboard, which provides Video Call Management Platform users with both an overview of the status of video calls related to their services, and shortcuts to relevant information and video rooms
  • The People in Waiting Areas page, which details all incoming and attended video calls to the services in your organisation, and is the place from which providers answer or join video calls with consumers
  • Meeting Rooms, where people belonging to the same Group and their invited guests can hold video calls at any time

Entering video rooms

Signed in users

Signed in users enter Meeting Rooms and Waiting Areas from the Video consulting dashboard.

The dashboard displays the Meeting Rooms and Waiting Areas to which you have access, as well as a list of the most recently used Meeting Rooms.

Visitors to a Waiting Area

Patients enter an online Waiting Area from a Enter Waiting Area button located on your service's website.

Invited guests

Each video room has a unique, encrypted guest link that allows anyone with a suitable web browser to participate in the call. Whenever you want someone to join you in a video room, email or text the guest link to them. They can enter the room at any time, for as long as the link remains valid.

The link can be sent from the video room's web page, or while you are in a video call. Invited guests do not need any kind of user account or sign-in to take part.

Adding people to Groups or Waiting Areas

Adding people

In the Video Call Management Platform, each Waiting Area and Group has its own profile page, from which Administrators can add new people, and assign them a role.

  • People who already have a Video Call user account are added automatically to the Waiting Area or Group, and sent a confirmation email that also contains links to a range of resources.
  • People who do not have a user account are sent an email that guides them through creating one, after which they will be sent the confirmation email.

Assigning Roles

When an Administrator adds someone to a Waiting Area or a Group, they also assign them the role that they will perform. Roles determine what a person can do in that Waiting Area or Group.

Waiting Area Roles

  • Service Administrators, who can make changes to Waiting Area information, add new users to the Waiting Area and assign roles, view video calls to the Waiting Area, and suspend or resume video call access to the Waiting Area.
  • Service Providers, who can view video calls to the Waiting Area, join calls to the Waiting area, and receive new call notifications from the Waiting Area.
  • Service Referrers, who can transfer a video call to the Waiting Area from another Waiting Area.
  • Service Coordinators, who can view calls to the Waiting Area, and suspend/resume video call access to the Waiting Area.

Group Roles

  • Group Administrators, who can assign roles, make changes to Group information, invite people to the Group, make and receive video calls to the Group's Meeting Rooms, and create Meeting Rooms.
  • Group Members, who can make and receive video calls to the Group's Meeting Rooms, and create Meeting Rooms.

Video Call components

Organisational Units

The top element of the Video Call Management Platform's hierarchy is called an Organisational Unit. The Organisational Unit acts as a container for all of the Waiting Areas and Meeting Rooms that you enable for video call access.

Waiting Areas and Meeting Rooms each perform a unique function.

When would I create more than one Organisational Unit?

Create another Organisational Unit if you want to:

  • Enable public access to a subset of all of your public Waiting Areas from a common entry button on a web page
  • Have different settings (such as messages or notifications) within an Organisational Unit, compared to an existing one

Waiting Areas

Each Waiting Area provides, and control access to, an online Waiting Area for video consultations to the related service.

Patients enter the Waiting Area via a button on the service provider's web site; they do not need any kind of user account, or to download any special software.

A secure and private video room is automatically created for each new patient that enters the Waiting Area. In effect, each patient is provided with their own private cubicle; only authorised service providers can enter the cubicle and join the consultation.

Scheduling for clinical appointments can be performed through existing patient administration systems. Patients are directed to the service's website, and enter the Waiting Area using the Enter Waiting Area button.

Meeting Rooms

Groups describe collections of people related to your organisation. They can be as large or as small as you need.

Each Group provides one or more Meeting Rooms for the exclusive use of its members, and their invited guests.

Always available for use, Meeting Rooms are the most convenient place for people in your Group to meet or hold case conferences for example.

Schedule video meetings in your existing calendar systems (such as Microsoft Outlook) by using either the name of the Meeting Room, or the room's guest link, as the meeting location.

Group Administrators can create as many Meeting Rooms as needed; for example, you might create a Meeting Room for each sub-team within the Group.

Keep in mind that other members of the Group can also use these Meeting Rooms at any time; before you decide on a room, make sure that others won't be using it, or just create your own.