2026.10.3 putting live callers through to staff, and staying signed in across tabs

When you take over a call that is still in progress, the caller now hears hold music while your phone rings, and is told the care team will call back if nobody answers. The page tells you whether the caller was put through. Separately, having the portal open in more than one tab no longer sends you back to the sign-in page, and returning patients can be marked Repeat on the prospects list.

Taking over a live call

Take over on a call that is still in progress rings your phone and joins the caller to you. What changed:

• The page now says what happened: it is calling your phone, it is ringing the clinic's fallback number, or nobody could be rung and you should call the caller back on the number shown.
• If your profile has no phone number, a warning says This call can't ring you before you claim the call, and offers Take over anyway.
• An administrator can set a fallback number for the clinic under Settings, Phone Line, "Fallback number for live take-overs", for example the front desk. It rings when the person taking over has no phone number on their profile.
• While the phone rings, the caller hears a short hold message and hold music instead of silence.
• If nobody answers within about 25 seconds, the line is busy, or a voicemail box picks up, the caller is told the care team will call back and the call ends politely. A caller is never put through to a voicemail box.

Most take-overs are follow-up work on a call that has already ended, and those work as before: nothing is dialed. To be reachable for live calls, add a direct line, extension or mobile under Personal info in your profile. See Taking over a live call.

Staying signed in with more than one tab open

With the portal open in two tabs, both tabs could try to renew your session at the same moment, and one of them sent you back to the sign-in page. Tabs now take turns, and a brief hiccup while renewing is retried once instead of signing you out.

Repeat status for returning patients

When someone coming through intake is already, or used to be, a patient of the clinic, mark them Repeat from the Status dropdown on the prospects list or from Change status on the record. They move to the Completed tab and the automated intake messages stop. Reopen brings them back as a new cycle if you need to work them as a new prospect. See Marking a returning patient as Repeat.

Day-5 summaries and patient explanations return straight away

Approving a Day-5 summary for patient release, and saving an edit to a patient explanation, no longer wait for the drafted wording. The standard wording shows first and the drafted explanation, or the translation for a patient who reads another language, appears a few seconds later. See Fertility clinical.

Health card numbers are checked for partners and on the portal

A health card (OHIP) number is now checked against the card's own check digit for the partner on a referral and when a patient enters it on the portal, as it already was for the patient's number on a referral. A number that fails is flagged on the referral for review, and the portal asks the patient to correct it. This catches typos and misread digits; it does not confirm the card with the Ministry of Health. See Referrals workflow.

Smaller changes

• The referral inbox loads faster.
• A security update to the portal's web framework.