Desk Phones

A desk phone is a physical handset on someone’s desk or at the front counter that rings when calls come in to a ring group. Desk phones are useful for the front desk, exam rooms, nurse stations, or any staff member who prefers a wall phone over the browser softphone. You can issue credentials for any phone that supports SIP over TLS with SRTP — Yealink, Polycom, and Grandstream are the three brands we test against.

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Add a Desk Phone

1. Click Add Desk Phone in the top right.
2. Enter a Display name — this is how the phone shows up in ring groups and the call log (for example, “Front desk” or “Exam room 2”).
3. Choose an Owner:
   • Shared (no specific owner) — a phone that isn’t tied to one person. It rings on its own as a member of any ring group it’s added to. Best for front desks and exam rooms.
   • A specific staff member — the phone is tied to that person. When they’re added to a ring group, you can attach this phone to their slot so it rings alongside their browser.
4. Optionally pick a Location.
5. Click Provision.

A window opens with the SIP credentials your phone needs. See Save the Credentials below before doing anything else.

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Save the Credentials

The window shows five values: SIP server, Port, Transport, Username, and Password. Click the copy icon next to any field, or click Copy all to grab everything as a single labeled block to paste into a password manager or a ticket for whoever is configuring the phone. When you’re ready, follow Setting Up a Desk Phone to configure the handset itself.

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The Desk Phone List

After provisioning, the phone appears in the table on the main page. Each row shows: Use the search bar at the top of the page to filter by display name, SIP username, owner, or location.

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Status

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Edit a Desk Phone

Click the three-dot menu on a phone’s row and pick Edit. You can change the display name, owner, and location. Editing does not affect the phone’s SIP credentials — the handset keeps working without re-configuration.

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Rotate the SIP Password

Rotate password is only available for manually configured phones (Yealink, Polycom, or Grandstream phones set up without auto-provisioning). Grandstream auto-provisioned phones don’t show this action — remove the phone and provision it again if you need new credentials. Click the three-dot menu and pick Rotate password when:

• A phone is lost or stolen.
• A staff member with access to the password leaves.
• You suspect the password has been shared outside the clinic.

A new password is issued and shown once, just like at provisioning. The old password stops working immediately, so the phone will fail to register until it’s re-configured with the new one.

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Remove a Desk Phone

Click the three-dot menu and pick Remove. Confirm when prompted. The phone is dropped from any ring groups it was a member of, and its SIP credentials are deleted. The handset stops registering and can’t be reused without provisioning a new phone.

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Outgoing Calls

When staff dial out from a desk phone, the call shows the clinic’s primary phone number as the caller ID. Per-location and per-phone caller-ID overrides are coming in a future update.

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Emergency Calls

Calls to 911, 988, and 211 go through from desk phones. However, the operator may not receive an automatic location for the call, so: Emergency calls aren’t recorded or transcribed. A notification is posted in your alerts so on-site staff know an emergency call was placed.