N C MPASS

Connecting to a Videoconference

(Portal Calling: Click-to-Call & Auto-Initiation)

Version 6.8

II

© Ontario Telemedicine Network (OTN) All rights reserved. Last update: May 24, 2018 This document is the property of OTN. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or information recording and retrieval systems, for any purpose other than the recipient's internal use, without the express written permission of OTN. OTN contact information: OTN Quality Assurance 438 University Avenue, Suite 200 Toronto, ON M5A 0L6 Phone. (416) 446-4110 Fax: (416) 446-4139 Email: ncompass@otn.ca Web site: www.otn.ca

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 III

Table of Contents

Using This Guide ................................................................................................................................................. 4

Intended Audience ........................................................................................................................................... 4

Document Updates ................................................................................................................................................... 5

Connecting to an Event ....................................................................................................................................... 6

Using Click-to-Call in a Point-to-Point Event ...................................................................................................................... 7

Prerequisites ......................................................................................................................................................... 7

Placing a Call (Connecting) .................................................................................................................................... 8

Dropping a Call (Disconnecting or Ending) ........................................................................................................... 9

Using Auto-Initiation (Start Call Automatically) ...................................................................................................... 10

Prerequisites ....................................................................................................................................................... 10

How auto-initiation works .............................................................................................................................. 10

Changing Your Participation in Auto-Initiated Events .............................................................................................. 11

Extending the Duration of a P2P Event .......................................................................................................... 11

Arriving Late to an Event ................................................................................................................................ 11

Leaving an Event Early .................................................................................................................................... 11

Reconnecting to a Multi-Point Event .............................................................................................................. 12

Auto-Initiation and Ncompass Clinics ................................................................................................................. 13

What is the Difference Between an Ncompass Clinic and a Clinical Event? .................................................. 13

What Are Your Options for Connecting Ncompass Clinics? ........................................................................... 14

Monitoring a Call ..................................................................................................................................................... 15

Index ................................................................................................................................................................ 16

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 4

Using This Guide

This guide explains the Ncompass portal calling features and how to use them when connecting and disconnecting to an event.

For information and instructions on other Ncompass functions, refer to the user guides

• Ncompass Getting Started (Calendar & Reports)

• Ncompass Clinical Self-Scheduling

• Ncompass Non-Clinical Self-Scheduling & Registration (learning & meeting events)

To view, download, or print an Ncompass user guide, from the Ncompass home page, in the left navigation panel, click the Documents link in the Resources section.

Figure 1: Navigating to Ncompass user guides

Intended Audience

This guide is intended for use by OTN members who are new to Ncompass. It can also be used by anyone interested in learning about Ncompass.

This guide has been prepared with the expectation that users have basic computer skills (for example, know how to click with a mouse, scroll a screen, close a window, etc.) and general familiarity with a web browser (such as Internet Explorer, Chrome, or FIrefox).

Using This Guide

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 5

Document Updates

This is a high-level list of revisions to this manual. For full details about an Ncompass release refer to the Release Notes issued with each release.

Version Date Description of Change

6.8 May 24, 2018 No changes made to this document for this release.

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 6

Connecting to a Event

Portal calling is an Ncompass feature that refers to two methods of initiating point-to-point events — either by an Auto-Initiated start or using the Click-to-Call feature.

• Use Ncompass’ Click-to-Call feature to start and end the conference at your command.

• Set up Auto-Initiate to automatically start and end the conference at the scheduled times.

Without portal calling you must use your video system’s remote control to manually end a call.

A system will not have portal calling enabled if it:

• Is used for Telestroke or emergency videoconferences.

• Is an Off-Net IP or Off-Net ISDN system.

• Has connection issues.

Connecting to an Event

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 7

Using Click-to-Call in a Point-to-Point Event

Click-to-call enables you to connect and disconnect with the click of a button.

Prerequisites

For the Click-to-Call panel to appear on your screen, the following is required:

• The event must have a status of Scheduled, In Progress, or Completed.

• Both systems involved need to be enabled for Portal Calling.

• The event is occurring today and does not use a bridge.

• You must be associated with the event. (That is, you are the creator or belong to the host or participant system.)

If a system is not enabled for portal calling, a message appears at the top of the page.

Figure 2: Portal calling error message

If all of the above prerequisites are met and you can use portal calling for an event, the Click-to-Call panel appears on the Event Details screen, below the Event Tool Bar.

Figure 3: Click-to-Call panel

Connecting to an Event

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 8

Placing a Call (Connecting)

When connecting to a point-to-point event using portal calling, you are not restricted to the event’s official start time. For example, you can connect a few minutes early.

1. To access the Click-to-Call panel, open the Event Details page.

2. To start the call, click in the Click-to-Call panel.

Ncompass tries to connect with the target system and the Click-to-Call status bar turns green to show the status of the attempt.

Figure 4: Initiating call… …and successfully connects… …or cannot connect.

The green bar indicates the progress of the attempted connection.

Read the message beneath the progress bar to make sure your systems have connected.

3. When successfully connected, the Click-to-Call status bar turns fully green and displays a success message. Your videoconference can begin.

4. If the connection is unsuccessful, the Click-to-Call status bar turns fully red and displays an error message. There are a number of reasons why a call could not connect. For example:

• the other camera is powered off,

• there are network problems at the site, or

• the other system is already involved in a videoconference.

Call the coordinator at the other site and ask them to check their system. If they cannot identify the problem, call OTN Technical Support for assistance.

To view the updated notes field, click the link (at the top right, just above the event status bar in the Event Details page).

Ncompass records all attempts to connect in the Notes to All Participants field and includes your name, the date and time of the attempted connection, and the whether it was successful.

Connecting to an Event

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 9

Dropping a Call (Disconnecting or Ending)

If you connected to a point-to-point event using click-to-call, you can disconnect using the Drop Call feature at any time during the videoconference. You are not restricted to the event’s official end time. For example, you can disconnect a few minutes early.

You cannot use the drop call feature for an event that was auto-initiated by the bridge or initiated using the GAB and a remote control.

If you connected using the GAB and a remote control, that is also how you must disconnect.

1. When ready to disconnect, to access the Click-to-Call panel, open the Event Details page,

2. To disconnect from a conference, click in the Click-to-Call panel.

A dialog box appears asking you to confirm the disconnection.

Figure 5: Drop call dialog box

3. To confirm the disconnect, click OK.

Ncompass attempts to disconnect the systems and the Click-to-Call status bar turns red to show the status of the attempt.

Figure 6: Initiating disconnect… …and successfully disconnects… …or cannot disconnect.

4. If successfully disconnected, the Click-to-Call status bar turns fully red and displays a success message.

5. If the disconnect is unsuccessful, underneath the red status bar, an error message appears. For example, “This conference is already disconnected” or “I can’t locate the systems…” The cause of the problem could be that:

• Someone already disconnected one of the systems using their remote control.

• Someone powered off one or both of the systems.

• A network issue ended the call.

Check that your system is powered on and plugged into the network and have the coordinator at the other site do the same. If the problem continues, call OTN Technical Support for help.

Connecting to an Event

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 10

Using Auto-Initiation (Start Call Automatically)

Auto Initiate enables you to set a point-to-point event to start and end automatically. For example, if you schedule an event to start at 8:00 am, all associated systems will automatically connect without anyone’s intervention.

The Start Call Automatically feature:

• Can be applied to educational, administrative, and clinical events.

• Multi-point calls (3 or more systems) always automatically connect and disconnect all systems (because they are “programmed” onto a network bridge1).

Prerequisites

For the auto-initiate mode to work for point-to-point events, the following is required:

• You must have completed the Portal Calling training course.

• The event must have a Scheduled status. (Unscheduled events will not auto start.)

• All systems involved need to be enabled for Auto-Initiate.

If a system is not enabled for auto-initiate, a message appears at the top of the screen.

Figure 7: Auto-initiate error message

If a system is not enabled for auto-initiate, you need to manually connect (for room-based systems use the GAB and a remote control unit; for personal systems, use the Connect button).

How auto-initiation works

At the event’s scheduled start time Ncompass automatically tries to connect the systems. At the event’s scheduled end time Ncompass automatically tries to disconnect.

The system will try to connect only once.

If the connection is not successful (for example, if one of the systems is not online) it will not try to connect again. You will need to connect using Ncompass’ Click-to-Call button, the eVisit Call button, or for room-based systems the remote control unit. (See Arriving Late to an Event on page 11.)

However, even if it couldn’t auto-start, Ncompass will still attempt to auto-disconnect at the specified end time.

The attempt to automatically connect is recorded in the Notes to All Participants field and includes the date and time of the attempted connection and the whether it was successful.

1 A network bridge is an OTN multi-point videoconferencing control unit. It is is a hardware device that merges multiple video/audio streams into one, enabling groups of end-users to join together in a single, multi-point videoconference session. A bridge acts like the hub of a wheel, bringing together the spokes or in this case the individual sites in a videoconference.

Connecting to an Event

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Changing Your Participation in Auto-Initiated Events

For multi-point events, you can make changes up until five minutes before it’s start time. After the event has started, to change its duration you must contact OTN Technical Support.

Extending the Duration of a P2P Event

If you need to extend the duration of a one-on-one (P2P) event, open the event, edit it, and reschedule. For these events, you can edit the event at any time – even during the event.

1. From the View Event Details page, click in the Event Tool Bar.

Ncompass unschedules the event and displays the Edit Event Details page.

2. Type a new time in the End Time field.

Figure 8: Extend event end time

3. To update the event with the extended end time, click .

Note: It is important that after changing the time, you schedule the event. If the event remains unscheduled, it will not disconnect at the appropriate time.

When successfully scheduled, Ncompass changes the end time and will auto-disconnect.

Arriving Late to an Event

If you want to arrive late or need to reconnect, use one of the following methods:

• Using a room-based system and Ncompass:

• For one-on-one (P2P) calls , use the Ncompass Click-to-Call button. (See Placing a Call on page 8.)

• For multi-point calls, use the system’s remote control unit to enter the Event ID. (See Reconnecting to a Multi-Point Event on the next page.)

• Using a personal system and eVisit (Videoconference):

• Click the Call button ( ) in the Event Details or Events List. (For multi-point events, see Reconnecting to a Multi-Point Event on the next page.)

Leaving an Event Early

If you want to leave an event early, disconnect using one of the methods below. Note that you disconnect only your system, other participants remain connected.

• Within Ncompass, click the Drop Call button. (See Dropping a Call on page 9.)

• With a personal system and eVisit (Videoconference), click the End Call button.

• With a room-based system, use the remote control unit’s End Call button.

Connecting to an Event

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Reconnecting to a Multi-Point Event

If you participate in a multi-point event you can reconnect or join late. For example, if your system disconnects during the videoconference or if you will be joining after an event as started.

Connecting via an eVisit Personal System

While signed in at otnhub.ca, locate the event in your Videoconference calendar, go to the current day’s Events List or the Event Details and click the Call button ( ). The Call button is active for the duration of the event.

Mute your microphone ( ) immediately after joining the call (unless you are the speaker).

If you cannot reconnect, contact OTN Technical Support, provide the Event ID and your system name and ask them to connect your system to the event.

Connecting via a Room-Based System

1. Pick up the remote control and press the MUTE button.

This ensures that your image will not inadvertently appear on screen when you first connect. (After you have connected, when you’re ready to broadcast your video image, unmute and start talking).

2. Using the remote control, enter the Event ID.

The system checks to ensure this system is part of the event in progress.

(For detailed instructions about using a room-based system’s remote control, visit training.otn.ca and go to OTN Training Centre > Resources > Remote Resources.)

Tandberg TRC4

Tandberg TRC5

Tandberg EX

Polycom Group Series

Polycom HDX

Polycom VSX

3. When successfully confirmed as part of the event, the room-based system is connected to the event that is already in progress.

If Ncompass cannot connect your system, an error message appears and you need to contact OTN Technical Support, provide the Event ID and your system name and ask them to connect your system to the event.

Connecting to an Event

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Auto-Initiation and Ncompass Clinics

What is the Difference Between an Ncompass Clinic and

a Clinical Event?

A clinical event is an appointment between two people (such as a patient and a consultant or two consultants), scheduled to start and end at specific times. For example, Dr. Brown from Ottawa will see Minnie Mouse in Renfrew from 9:00 to 9:15 a.m. on Thursday.

• Clinical events can be programmed to ‘auto-initiate’ so that they will automatically connect and disconnect at the appointed times.

• If you need to extend the appointment or make changes to it in any way, the coordinators at both sites will need to approve the event in Ncompass immediately or the call will not connect/disconnect as expected.

An Ncompass clinic, on the other hand, includes one consultant seeing multiple patients, in either a serial or group format. It is a single videoconference, which does not disconnect between patient appointments.

Serial The consultant sees multiple patients, one after the other, in a series of back-to-back appointments.

If patients are at different sites, create a new clinic for each patient site.

Group The consultant sees multiple patients all together, at the same time.

For example, a Pain Management clinic where the consultant gives all the patients the same instructions and answers their questions in a group setting.

If all patients attend at the same site (a point-to-point clinic), to manually control the start and end of the clinic, you can add patient information and use click-to-call. Or you can select auto-initiate.

Connecting to an Event

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What Are Your Options for Connecting Ncompass Clinics?

For connecting a series of point-to-point clinical events, either create the appointments inside an Ncompass clinic or manually connect using click-to-call/portal calling.

Using click-to-call/portal calling

1. Open the first appointment scheduled at the first site.

i) Click .

ii) After all patients have been seen at that site, click .

2. Open the first appointment at the next site and repeat the process.

You cannot use click-to-call/portal calling in multi-point Ncompass clinics.

Using auto-initiate

All your patients must participate together, from a single site, inside an Ncompass clinic.

• When creating the Ncompass clinic, in the Clinic Details section, select ‘yes’ for the Start Call Automatically feature.

If there are more than two patient systems, create a new Ncompass clinic for each patient system.

Connecting to an Event

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Monitoring a Call

You can use the Click-to-Call status bar to track the status of a call that was auto-initiated or started using portal calling.

• You cannot use Click-to-Call to monitor a conference that was initiated using the GAB and a remote control.

• The connection status does not automatically refresh while the event is open on your screen. You need to click the Refresh this Page link, to get the most up-to-date status.

The two people involved in a point-to-point conference don’t need to monitor the status of their call — they’ll know immediately when their call fails, but a TMC, OTN Technical Support, or the OTN Customer Care - Scheduling Coordination might need to check a call’s status.

1. To access the Click-to-Call panel, open the Event Details page.

2. To check the connection status, look at the Click-to-Call panel.

If there is an active connection between the systems, the Click-to-Call status bar is a solid green with no message underneath.

Figure 9: Click-to-Call connected status

If there is no active connection between the two systems, the Click-to-Call status bar is a solid white with no message underneath. This could be because the call did not start or it was disconnected via the remote control or .

Figure 10: Click-to-Call no connection status

3. To review connection and disconnection logs: i) Click the link (top right, just above the event status bar in

the Event Details page). ii) Look for information in the Notes to All Participants field. (The log entry includes

when an attempt to connect or disconnect was made, who made the attempt, and whether the connection/disconnection was successful.)

Ncompass Connecting to a Videoconference (Click-to-Call & Auto-Initiation) v6.8 16

Index

A

ad hoc call, 8 auto-initiate

all event types, 10 clinical event, 13

C

call, click to, 7 change duration, 11 click-to-call, 7

connecting, 8 disconnecting, 9 monitoring, 15

clinic, auto-initiation, 13 connecting, click-to-call, 8

D

disconnecting, click-to-call, 9 dropping a call, 9 duration, change event, 11

E

early end, event, 11 ending a call, 9 event, reconnect, 12 extend event duration, 11

G

group clinic, 13

L

late arrival, event, 11

M

monitoring a call, 15 multi-point, reconnect, 12

N

Ncompass clinic, 13–14

P

placing a call, 8 portal calling, 7

R

reconnect multi-point, 12

S

serial clinic, 13 start call automatically, 10

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