Optional features and customizations for Epic telehealth integrations

This topic describes some optional features, customization and branding options for Epic telehealth integrations with Pexip Infinity:

Customizing the audio prompts and splash screens via themes

The audio prompts that are played out to patients and providers, and the splash screens that are displayed prior to joining the meeting, can all be customized by creating and uploading an alternative theme.

In particular you may want to customize the Waiting for the host screen that is displayed to patients while they are waiting for the provider to join.

We have also provided an alternative conf-waithostpin_48kHz_mono.wav file where instead of the standard "Waiting for the conference Host to join. If you are the conference Host, please enter the conference PIN number now" message, the alternative file says "Waiting for your healthcare provider to start the appointment". You can download this alternative theme file as healthcare.zip from https://dl.pexip.com/resources/themes/index.html.

You can either set a new default theme (for all calls on the Pexip Infinity platform), or apply the theme to the Call Routing Rule handling the incoming telehealth calls.

See Customizing conference images and voice prompts using themes for more information.

Changing the branding and styling of the Infinity Connect web app

The look and feel of the Infinity Connect web app can be customized, for example to apply language translations or to change the color scheme for buttons, icons and other graphic indicators on the home page of the web app. (Note that the in-call elements, such as the splash screens, are customized via themes instead).

You can use the Pexip branding portal to apply a whole range of customizations — see Customizing and branding the Infinity Connect clients for more information.

Advanced Infinity Connect web app customization via plugins

If you want to offer dynamic control of the one-time VMR to the provider (VMR Host) so that, for example, they can change the layout for group sessions then you can develop a bespoke Infinity Connect plugin.

Other potential uses for plugins could be to facilitate access to a translation call center service.

See Creating and deploying Infinity Connect plugins for more information.

Customizing the behavior at the end of a call

By default, when a user finishes a call placed via the Infinity Connect web app they are returned to the app home page. However, you can change this behavior so that they are sent to a different URL/webpage instead, such as:

  • The healthcare organization's home page.
  • A custom webpage that says something like "This call has ended. Please close your browser page."

We recommend doing this as it ensures that the patient is taken away from the web app when the call disconnects or if the call drops. This is particularly important as the URLs generated when a patient or provider first joins a meeting are single use. Thus it’s not possible to rejoin a meeting using the old alias — the user has to go back into the Epic healthcare app (e.g. MyChart) and rejoin from there.

Note that you cannot apply this type of customization via the branding portal. This redirect behavior can only be configured via manual customization of the Infinity Connect web app, by defining a disconnectDestination in the settings.json file. However, you can first use the branding portal to apply your other customization requirements and then add the disconnectDestination option to the files generated by the branding portal before uploading the branding package to the Management Node.

See Manually customizing the application files for more information.

Changing the disconnect timeout

By default, guests (e.g. patients) who are waiting for hosts (e.g. healthcare providers) are automatically disconnected after 900 seconds (15 minutes). If you'd like a longer or shorter timeout, configure Waiting for Host timeout as appropriate in Platform > Global settings > Service configuration.

Overriding the one-time VMR layout and configuration via local policy scripts

The one-time VMR that is generated for each telehealth call has the following properties:

  • 1+7 layout
  • Display names enabled
  • Host PIN only
  • Guests can present
  • Chat: as per global settings (Platform > Global settings > Connectivity, then deselect or select Enable chat.)
  • Uses the theme defined in the Call Routing Rule handling the incoming call.

If you want to use a different layout or disable overlay names for every telehealth call, you can configure a local policy script to override the default configuration. Local policy uses the jinja2 scripting language and allows you to control Pexip Infinity's call behavior.

When using local policy, the call information available to policy includes a telehealth_request_id field. This field is only present in telehealth calls and identifies each individual call or join attempt. You could also identify telehealth calls based on the local_alias (dialed alias) pattern.

See Writing local policy scripts for more information.

Pairing the Infinity Connect client with a video device

The Infinity Connect "device pairing" feature allows a provider to pair the Infinity Connect web app or desktop client with an external SIP or H.323 device and use it to handle the audio/video aspects of the call. When pairing is configured:

  • The provider joins the call in the usual way and when the Infinity Connect client joins, another call is automatically placed out to the paired device and that device is brought into the conference.
  • The provider can use the desktop video device, and still control the call and share content from their computer.

When providers set up the paired device:

  • Each individual provider has to perform a one-time configuration step to associate their paired device with their Infinity Connect (by entering the video address of their device). This has to be set up before they join a telehealth meeting.
  • We recommend that the provider disables Showing presentation on this device — this means that any presentation is shown on the PC / web app beside the video device and the doctor can also present from the web app if necessary.

See Pairing with an alternative video/audio device for more information.

You must configure Pexip Infinity with an additional "outgoing" Call Routing Rule to ensure that the call out to the paired device is routed correctly (you only need one rule that will work for all providers and their paired devices):

  1. Go to Services > Call routing and select Add Call Routing Rule.
  2. Configure the following fields (leave all other fields with default values or as required for your specific deployment):

    Option Description
    Name The name used to refer to this rule e.g. "Telehealth device pairing".

    Assign the priority for this rule.

    If you are creating multiple rules you need to ensure that any other rules with a higher priority (lower number) will not process these outgoing calls.

    Incoming gateway calls Leave this option unselected.
    Outgoing calls from a conference Ensure this option is selected.
    Destination alias regex match

    This is a regular expression that must match the destination alias i.e. the video address of the paired device.

    Note that the regex must match the entire alias — a partial match is treated as a non-match. See Regular expression (regex) reference for information about writing regular expressions.

    Call target

    The device or system to which the call is routed. The suitable options are:

    • Registered device or external system: route the call to a matching registered device if it is currently registered, otherwise attempt to route the call via an external system such as a SIP proxy or H.323 gatekeeper.
    • Registered devices only: route the call to a matching registered device only (providing it is currently registered).

    The protocol used to place the outgoing call. Select SIP or H.323 as appropriate for the type of device you need to call.

    Note that if the call is to a registered device, Pexip Infinity will instead use the protocol that the device used to make the registration.

    SIP Proxy You can optionally specify the SIP Proxy to use to place an outgoing SIP call, otherwise select Use DNS.
    H.323 Gatekeeper You can optionally specify the H.323 Gatekeeper to use to place an outgoing H.323 call, otherwise select Use DNS.
  3. Select Save.

Calling out from a VMR to invite other consultants

A provider who is already within a video call can use the Infinity Connect client to call out directly to other providers (if appropriate, instead of using Epic's remote consultation order procedures).

The dial-out works in a similar manner to device pairing as described above, but in this case the provider always has to manually enter the video address (alias) of the person they want to invite into the conference.

This process also requires a Call Routing Rule to be configured within Pexip Infinity to handle the outgoing call. It can use exactly the same rule as described above for device pairing. The only thing you need to ensure is that the Destination alias regex match is appropriate to match the video addresses of the remote providers you may want to invite into the video visit.

See Dialing out via the Infinity Connect client for more information.

Using the Infinity Connect desktop client

Some providers may want to use the Infinity Connect desktop client instead of the web app.

In this case the Provider WebRTC join link template in the Epic telehealth profile should be set to: pexip://{{telehealth_alias}}?pin={{pin}}

This URL structure causes the telehealth call to be placed via the Infinity Connect desktop client (which must already be installed on the provider's computer).

We recommend that patients continue to use the Infinity Connect web app.

See About the Infinity Connect desktop client and Creating preconfigured links to launch conferences via Infinity Connect for more information.