Phone System Overview
Overview
We use a phone system called RingCentral. RingCentral is a cloud-based phone system that allows us to manage all of our calls in a single, easy-to-manage platform. The system uses Internet-based phone service (VoIP) allowing you to make and receive calls from anywhere and any device! That means our phone system is not just about the traditional 'desk phone' but also includes the ability to make and receive calls via the mobile app or even via your desktop or laptop at work, at home or while travelling!
Please not remote access is subject to approval based on our Role Based Access Control (RBAC) policies
What is the phone system?
Our phone system consists of:
- Traditional desk phones (made by Yealink)
- RingCentral App on Android
- RingCentral App on Computer Desktop
- Dashboard, Analytics and Reporting for Management
Call Flow
The approved call Flow is unified across all facilities and consists of the Administration Team being the primary call takers, backed up by the Care Managers and the RNs in that order of escalation. At night, the RN's are responsible for answering the phones.
Call 'Open' Hours
Calls received 'in' hours are handled differently than those that are received 'out of hours' as per the diagram above. The approved business 'open' hours are as follows:
| Status | Strathdale | Willowood | Oberon |
Open | 09:00 | 09:00 | 08:30 |
Close | 17:00 | 17:00 | 17:00 |
Call Recording
Please be advised that all calls (inbound and outbound) are recorded for quality assurance purposes. To learn more about call recording, including how to stop the recording, please click here.
Phone Directory
All resident and company phone numbers can be found in CAC Bookmarks > Phone Directory.
Do Not Use Mobile Phone Numbers
Because RingCentral has an android and IOS App, all calls made to our landline or direct numbers can still be answered on a mobile phone!
Therefore, there is no need to use your sim card (mobile number) to make or receive calls. For that reason, most sim cards issued within the Columbia environment will be 'data only' and will not permit outbound calls or SMS. This is because you should be using RingCentral to make and receive calls and Google Workspace to communicate in writing.
Benefits of using RingCentral App to make and receive all work related calls:
- Your mobile number is 'protected' - by using a Columbia landline number you can go on leave in peace! You (or the IT Department) can redirect calls while you are on leave and/or holidays or make other changes to your call Flow settings but only if you use the landline number
- The 'facility' number will be displayed instead of your mobile number. This is preferred because if stakeholders (such as suppliers, families or government officials) call back they can reach the facility in the event you are not on shift. It also prevents third parties from having your direct number unless you specifically make it known to them.
- You can collaborate by starting instant conference calls with multiple parties
- In the future, calls can be integrated onto other systems for example customer or resident databases
- Less cost - did you know Columbia's costs are about $7,000 per annum cheaper by using data only sims?
- Calls appear in an audit log for investigation/ compliance purposes
- Calls are recorded and can be used if you forget something or need to prove what was discussed
Accessing Phone Call Analytics
If you are a Facility Manager or in a role that is permitted to access the phone system Analytics Dashboard, you can do so by visiting the Staff Intranet > Reports.
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