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Mitel Virtual Care Collaboration Service for HiMed Cockpit User Guide

Mitel Virtual Care Collaboration Service

Mitel Virtual Care Collaboration Service for HiMed Cockpit

User Guide

Document Number: A31003-V9910-U103-07-7619

Version: 04/2025

Notices

The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Europe Limited. The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation.

Trademarks

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© 2025 Mitel Networks Corporation. All rights reserved.

1 Overview

Mitel Virtual Care Collaboration Service for HiMed Cockpit is a video telephony app that allows you to connect with your practitioner, family, and friends during your stay in a hospital. You can receive high-quality one-to-one audio / video calls via the app on your bedside patient terminal at any time.

With Virtual Care Collaboration Service you can easily:

  • View the link and PIN that you can share with your family and friends so they can call you.
  • Ask a family member or friend to call you directly by sending them an SMS or email with a "Call me" link.
  • Receive virtual visits (audio / video calls) from family members or friends.
  • Receive virtual visits (audio / video calls) from your practitioner.
  • During the visit, your practitioner can invite a family member or friend to join the call.
  • Chat and share files with your practitioner during calls.

The following equipment is needed:

  • Internet connection
  • HiMed Cockpit 14 pro+ or HiMed Cockpit 18 pro+

2 Before a virtual visit from family or friends

Before a family member or friend can virtually visit you in hospital, you need to do one of the following:

  • Share with them the link and PIN to call you. The link and PIN appear on the HiMed Cockpit that is available at your bedside, after tapping Videotelephony on its display. You can share via email, phone or any other convenient means. The link is permanent but the PIN is not. You can change it any time. Your family members and friends can call you from their computer or mobile device using the provided link by entering the 6-digit PIN.
  • Ask a family member or friend to call you directly by sending them an SMS or email. They will receive a message with a "Call me" link.
NOTICE: In case of a 3-party consultation call with your practitioner and a family member or friend, only your practitioner can send the invitation link to join the call.

2.1 Regenerating the PIN

You can generate a new PIN at any moment.

Step by Step

  1. On HiMed Cockpit, tap Videotelephony.
  2. Tap Regenerate.

The new PIN is generated.

Next steps

Provide your family member and friends with the new PIN.

2.2 Sending an SMS or email with a "Call me" link

You can ask a family member or friend to call you directly by sending them an SMS or email with a "Call me" link. When they click the link, they are prompted for their name and after clicking Call, an audio / video call is initiated. The link remains valid for a predefined period of time.

To send the SMS or email, do the following:

Step by Step

  1. On HiMed Cockpit, tap Videotelephony.
  2. If you want to send an SMS:
    • Leave the SMS radio button selected.
    • Enter the phone number of the person you want to call you in the Phone field.
    • Optionally, enter a custom message.
    • Tap Send.
  3. If you want to send an email:
    • Select the Email radio button.
    • Enter the email address of the person you want to call you in the Email field.
    • Optionally, enter a custom message.
    • Tap Send.

3 Virtual visits

Your family members and friends can virtually visit you during your stay in the hospital through an audio / video call. Your practitioner can also start an audio / video call with you when they want to contact you. During such an unscheduled virtual visit, your practitioner can stay informed about your condition and you can discuss any health issues you may have. Your practitioner can also invite a family member or friend to join the call by sending them an SMS or email with a "join" link. If your device is not operational at the time when a call from your practitioner is intended, they can see that the status of your device is unavailable. Calls are received on the HiMed Cockpit that is available at your bedside.

3.1 Receiving a call

When a call comes in on HiMed Cockpit, the incoming call screen shows up on the display.

Emily White
Doctor

[Decline Button] [Answer Button]

Select Answer to answer the call or Decline to decline it. By default, the call is answered with audio only. You can turn your video on during the call. At any time, you can change this default setting and have your calls start with audio and video. For more information see: Settings on page 11.

3.2 Actions during a call

While in a call, you can see the other party's video or a generic avatar image and a set of call controls, like flip camera, mute / unmute, hang up and start / stop video. If your video is turned on, you can also see a preview of your own video.

Icon Action Description
? Mute / unmute Select this button to mute or unmute your microphone.
? Hang up Select this button to hang up the call.
? Start / stop video Select this button to start or stop sharing your video.

If the call is your practitioner, you can also chat with each other during the call.

3.3 Chat and messaging

During a call with your practitioner, you can chat with each other by exchanging chat messages. Messages are plain-text only, so you cannot apply formatting to them. You can add attachments to your messages that everyone in the call can view and download. Currently, once you sent a message, you cannot edit or delete it. Chat history is not saved when the call ends.

NOTICE: Virtual Care Collaboration Service supports end-to-end encrypted chat with file transfer. While Virtual Care Collaboration Service takes measures to ensure the security and privacy of shared files, it cannot scan them for viruses. Scanning the files would require access to the content of the files, violating the end-to-end encryption guarantee. To ensure that your devices are protected from malware and viruses, it is important to have an antivirus installed and updated at all times on your devices. Configure the antivirus to scan all downloaded files to increase protection. Additionally, you should be cautious when accessing the shared files, scanning them before opening and using the safe mode option of the associated applications (disable macros and other code execution options).

3.3.1 Opening or closing the Chat pane

You can open or close the Chat pane at any time during a call with your practitioner.

Procedure

  • To open the Chat pane, click ? on the top-right corner of the app.
  • To close the Chat pane, click ? on the top-right corner of the app.
NOTICE: The chat icon appears with a green dot, i.e. ?, once a new message arrives when the Chat pane is closed.

3.3.2 Sending a message

During a call with your practitioner, you can easily send a message to them.

Step by Step

  1. Open the Chat pane.
  2. Click Type here... and enter your message.
  3. Click Send ▶️.

Your name, avatar image and message appears in the Chat pane.

3.3.3 Adding attachments to a message

You can add attach files from your HiMed Cockpit to chat messages.

Step by Step

  1. Open the Chat pane.
  2. Click Type here... and enter your message.
  3. Click the paper clip icon ? below the message box, browse for and select the file(s) that you want to attach, and click Open.
  4. To remove an attachment before sending the message, click ❌ to the right of the attachment.
  5. To send the message with the attachment(s), click Send ▶️.

The maximum number of files you can attach to a chat message, the file types allowed and the maximum file size (in MB) per file is configured by an administrator.

If attachments do not meet the set criteria, an error message will be displayed at the top of the page. The error message disappears when clicked or after a few seconds.

4 Settings

The Settings menu allows you to configure settings of your Virtual Care Collaboration Service app. You can access the settings by clicking ⚙️ on the bottom-right corner of the app during a call.

4.1 Changing your default microphone, camera or audio output device

You can easily select the microphone, camera and audio output device you want Virtual Care Collaboration Service to use for your calls.

Step by Step

  1. During a call, click ⚙️ on the bottom-right corner of the app. The Settings screen appears.
  2. Under Audio output, select the audio output device you want Virtual Care Collaboration Service to use by default.
  3. Under Camera, select the camera you want Virtual Care Collaboration Service to use, and see a preview of that camera's video.
  4. Under Microphone, select the microphone you want Virtual Care Collaboration Service to use by default.
  5. Click ❌ on the upper-right corner of the app to close the Settings screen.

4.2 Testing your camera and microphone

You can test whether your camera and microphone are working properly when using the Virtual Care Collaboration Service app.

Step by Step

  1. During a call, click ⚙️ on the bottom-right corner of the app. The Settings screen appears.
  2. In the Camera section, ensure that the proper device is detected and selected from the drop-down list and check to see if your video appears in the camera's preview.
  3. In the Microphone section, ensure that the proper device is detected and selected from the drop-down list.
  4. Speak into the microphone and check the audio meters bars if sound is recognized. Switch devices if needed.
  5. Click ❌ on the upper-right corner of the app to close the Settings screen.

4.3 Automatic Gain Control

Automatic Gain Control (AGC) allows to automatically adjust the sensitivity of your microphone based on the volume of the input it is receiving. This normally helps give a good call experience with all participants being heard at a similar volume level. However, if you are in a noisy environment where there is background noise (e.g. other people speaking), this can cause background sounds to be amplified via your unmuted microphone. If you are in this sort of environment you may want to turn off this feature.

NOTICE: The option Turn on automatic gain control is checked by default, so that you can get a better experience in calls where participants speak at different volumes.

4.4 Setting your video preferences for calls

The default setting is join calls without video but you can change this at any time. Whatever your preference, you can always turn your video on or off during a call.

Step by Step

  1. During a call, click ⚙️ on the bottom-right corner of the app. The Settings screen appears.
  2. Under Video Settings, check or uncheck the Start and join calls with video checkbox according to your preference.
  3. Click ❌ on the upper-right corner of the app to close the Settings screen.

4.5 Blurring your background in Virtual Care Collaboration Service

Virtual Care Collaboration Service allows you to blur your background if you don't want the other participant in a call to see the rest of your surroundings. You can blur your background during a call, but the setting will take effect in the next call.

Step by Step

  1. During a call, click ⚙️ on the bottom-right corner of the app. The Settings screen appears.
  2. Under Video Settings, check or uncheck the Blur background checkbox according to your preference.
  3. Click ❌ on the upper-right corner of the app to close the Settings screen.
Models: A31003-V9910-U103-07-7619, Virtual Care Collaboration Service, Virtual Care Collaboration Service, Care Collaboration Service, Collaboration Service, Service

File Info : application/pdf, 13 Pages, 6.42MB

himed patient guide en

References

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