Latest updates in Aurora teleQ

Admin: Users

Added column for secondary username.

New Feature: File Sharing

Aurora teleQ now supports File Sharing between agents and patients during phone calls, expanding the existing functionality previously available in video and chat. This enhancement enables both parties to securely share files — including images, documents, and videos — in real time, across all communication channels.
The ability to exchange files during a phone conversation provides a clearer view of the patient’s condition and strengthens remote care capabilities.

What’s new:

• File Sharing is now available in phone calls, in addition to existing support in video and chat.

• The agent decides and control if they want to initiate the file sharing during a conversation and can control if just the agent can share a file or also the patient.

• Supported file types: images (.jpg, .png), documents (.pdf, .docx), videos (.mp4), audio (.mp3).

• Only a link to the secure service is sent via SMS, on first click it opens in the patient’s browser where the files are securely shared.

To the left is an example of how the SMS sent to the patient can look like.
To the right is how the patient view in a mobile browser looks like.

How it works:

• During an active phone call, the agent can either choose to start by sending a file sharing link directly to the patient or start by first adding a file in the teleQ interface.

Agent view of File Sharing

• If the agent wants to share a file, they either click the icon and a dialog opens to select the files or they can drag-and-drop the file. Once the file is selected, the selected file can be viewed before the agent confirms the right file by clicking upload, an extra step to confirm upload to give the agent more control.

• The patient receives a SMS with a secure link, that when clicked it opens the browser to view or download the file (see above).

• Patients can also send files to the agent using the same secure link, by clicking the icon add a file. After selecting the correct file the patient then confirms the selection by pressing upload.

• Both the patient and the agent can view all files shared in the session. The patient can delete an uploaded file, while agents can delete all files if needed.

• Currently it is often needed to click the refresh button for both the agent and patient when the other part has shared a new file, to update the shared files section.

Settings:

• When file sharing is activated by Aurora administrator after a customer request, there are some settings for the file sharing to be done by the user administrator, before it could be set to active.

• Header and browser tab title for the unit, that will be seen by the patient in the file sharing service in the browser.

• At the top of the page on the patient side it is possible to show the logo of the unit by adding a link to the unit logo.

• The SMS text before the link to the file sharing can also be customized. The counter indicates how many signs can be added before another SMS is needed and if the text will be sent as one or more SMS messages.

• Select if users should be allowed to download files. This setting is only seen if it is allowed on the domain level.

• When the settings are done, the user administrator can activate the service. Then it becomes available in the tasks for that unit.

Activation and availability:

• File sharing is included in the base package of Aurora teleQ, but requires the SMS license and there will be a traffic cost for each SMS being sent.
• File Sharing is supported in:

• • Phone calls (new)

  • Voicemails (new)

  • Incoming message (new)

  • Video calls (already available)

  • Chat conversations (already available)

• No additional installation or configuration is required. To enable the feature for your organization, contact your Aurora representative or administrator.

Security information:

• All data transfers occur over HTTPS with industry standard encryption protocols, ensuring confidentiality and integrity from initiation to completion.

• On the first click the link generates a onetime access token that can’t be generated again or shared. The link is cryptographically generated and impossible to guess, ensuring that only the intended recipient can access the session.

• Files are not stored permanently in teleQ and are automatically deleted 1 hour after the session has started.

• File sharing can be enabled and configured with or without the possibility to download the shared files by the agent. If this is disabled, the agent can only view the files.

• Maximum total file size is 100MB in one session and a maximum of 10 files can be shared during a session.

Chat: External chat

Added ‘Predefined replies” functionality to the external chat. It is now possible to can add, manage, and use predefined replies during conversations with patients, allowing for faster and more consistent communication. In order to use this feature, check the ‘Enable predefined replies for chat’ box in the Chat settings.

Chat settings view

Chat predefined replies view

Telephony: Push

Users that have been deactivated due to inactivity will no longer be able to use Push, and they will not be listed as available agents in the dialogs for manual push login and scheduled push login.

Reports: Active settings

Fixed bug: Category selection summary in “active settings” was incorrect if a unit was deselected while at least one of its categories was selected.

Agent tab: Bug fixes

There was an issue where agents were unable to edit their phone number.

Admin: User

Users will now be automatically deactivated after 120 days of not logging in, and deleted after another 245 days of inactivity.

Added information about why a user has been deactivated and a button to activate them.

My Settings: Task list

The Show waiting time (Picker) and Show waiting time (Chat) settings are now consolidated into a single setting: Show waiting time. This setting toggles the waiting time stopwatch for both picker and chat tasks in the task list.

Before:

After:

Reports: Availability overview

Histogram labels are now annotated with abbreviated time zone names for the hours just around DST (Daylight Saving Time) change. e.g 2025-03-30 01:00 and 03:00 will be shown as 01:00-02:00 (CET) and 03:00-04:00 (CEST).

Bug fixes: Create task

Users can now create or move tasks on an unaffiliated unit (if allowed) and correctly receive timeslots when selecting a category. Previously, users encountered an error when setting a category, stating timeslots could not load. They could only create non-booked tasks.

Before:

After:

Bug fixes: Incoming contacts report

When a Callback task is created from Picker due to to long waiting time, the “Incoming contact” report has shown that no task was created even when a task was created. This has ben fixed and now the report show the correct information.

Bug fixes: Manual send SMS dialog

We fixed an issue in the “Send SMS” dialog where text was being cut off at the bottom of letters within the origin selection list. The text will now display correctly.

Before (see Aurora Healthcare Gynecology):

After:

Bug fixes: Reports

We have fixed a bug where the customer number was not appearing in the log reports for tasks that were created manually. It will now show up correctly.

1: Video

• Once a task is marked as done, all participants will be removed from the meeting and will not be able to rejoin.
• If a patient tries to join a meeting before the agent arrives, they will be placed in a waiting room until the meeting starts. The waiting room will show the estimated start time.

2: Chat

If a chat task is marked as done and then restored, the user will once again be able to send messages.

Bug fixes: Reports

We have made some fixes to improve the reporting feature:

• The date input field is now more flexible. It will accept all dates and is more lenient with the date format you use.
• We’ve fixed an issue with pagination in report results. You should now always end up on the first page when re-creating a new report.

Bug fixes: Schedules and reports

We have fixed a few issues to improve the user experience:

• Holiday schedules: We have resolved an issue where scheduled blocks that overlapped with a holiday were completely removed after the holiday was over. Now, only the parts of a scheduled block that are fully contained within the holiday will be removed. If a scheduled block starts before or ends after the holiday, it will remain.
• Video tasks: Creating a video task with an invalid phone number will no longer generate an unnecessary entry in the log report.
• Entrance: Your last visited entrance is now remembered, regardless of which unit you are on.
• Report tab: The Reports tab is now hidden for agents who only have “overview” permission. This helps simplify the interface for users who can’t access full reports.

1: Report view improvements

We’ve made some updates to improve how you view reports with many columns.

Previously, when you displayed a report with many columns, the horizontal scrollbar would only appear at the very bottom of the page. You had to scroll down to find it and then drag it left or right to see all the content.

To make this easier, we have now hidden that bottom scrollbar. Instead, we have added a new, sticky scrollbar to the top of the report. This means it will always be available and visible, no matter how far you scroll up or down the page.

UI improvements

In addition to the new scrollbar, we’ve made a couple of minor user interface (UI) changes to improve the layout.

• We have removed the redundant report icon and name from the buttons and control panel to reduce clutter.
• The pagination controls have been moved up to be aligned with the buttons and the rest of the control panel, creating a more consistent and organized layout.

Before:

After:

2: Dialog blocks

We have improved the performance of dialog blocks, making the user interface more responsive. Loading times are now much faster specifically, they should be several times quicker than before. This improvement is most noticeable for dialog blocks that use filtering and contain a large number of rows, which used to be slower.

3: Question box

To give more time to write messages, we have now increased the session timeout to 30 minutes.

4: Chat

The personal number field is now editable within chat tasks.

5: Video

Patients will no longer be able to send messages or files in the video chat until an agent has joined the meeting.

5.1: Video chat

Once a task is marked as done, the patient will receive a notification about it in the video chat. At this point, they will no longer be able to type or send messages and files.

Once a task is marked as done, the patient will no longer be able to rejoin the meeting. This applies even if they refresh their browser or try to use the original meeting link sent via SMS or email.

6: New call dialog

We have updated the look of the call dialog with a more modern design. You can now move and resize the dialog as needed. All the same features and functionality from the previous version are still there.

6.1 Select origin

The “Select origin” field is now a searchable drop-down list, making it easier to find the correct unit.

By default, the system will now automatically select the unit you are logged into. If you are logged into more than one unit, the first unit on your list will be pre-selected.

6.2: Phone book

The Phone book is now visible if you have saved contacts. You can search for contacts by name or number and sort the list by clicking on the column headers.

6.3: Call status

A spinner will appear on the call button to indicate that a call is in progress. If a call fails, you will now see an error message.

7: Performance improvements: Create new task dialog

We have improved the performance of the Create task dialog. You should notice that loading data is now significantly faster, especially for users who have access to a large number of units (80 or more).

7.1: Small text changes

We have made a couple of minor updates to the text in the dialog to make it clearer:

• “Predetermined standard texts” has been changed to “Predefined notes.”
• “Add text” has been changed to just “Add.”

• In the SMS section of the task view, “Predetermined standard texts” has been changed to “Predefined SMS text.”

8: Create task categories fixes

We have resolved two issues related to task categories:

• Creating booked tasks: We fixed a bug that prevented agents from creating booked tasks with certain categories on units they were not assigned to. This functionality should now work correctly.
• Deleting categories: We fixed an issue where categories added to a unit from a different unit would not disappear after being deleted. They will now be removed properly.

1: New features

1.1 Patients have the possibility to export booked appointments to their personal calendar
After a patient books a callback or video meeting, they now have the option to export the event to their personal calendar. This feature is designed to help patients remember their appointments, ensuring they are prepared when the agent calls or joins the video meeting. As a result, agents don’t have to wait, which helps speed up the task handling process.

In the exported calendar event the user will be able to see the approximated starting time and date of the booked event, and in case of a video meeting, an URL link to the meeting will be included so that the user can find it easily

The feature can be enabled or disabled in the Web Entrance settings.

1.2 Files uploaded by agent are no longer sent immediately to the chat
When a file is selected for upload to the chat, it will no longer be sent immediately. Instead, a preview panel will appear, showing the file’s name and type, allowing verification before sharing. The file will only be delivered to the conversation after the agent explicitly confirms the selection, reducing accidental uploads and ensuring that the correct document is sent.

2: Bugfix

Video tasks booked via Web Entrance are no longer increasing the ‘Video switches’ counter in the Video Report.

3: Improvements to existing features

3.1 Create task and Manual SMS dialog now remember last unit
The Create task and Manual SMS dialog now remember the last unit/origin you used to create a task or send an SMS. This preference is retained the next time you open the dialog, until you log out/close teleQ.

3.2 Improved performance for create task
The create task dialog should now load a little faster, especially for users with a lot of units.

4: Overview and Availability reports
To make it easier to see which tab is active, the reports will now follow teleQ’s design: active tabs are white and inactive ones are green.

5: Bugfix for Overview report
Refused and Aborted tasks were earlier included in both Created tasks and Interrupted tasks. Now they are only included in Created tasks.

Video – now with teleQs own chat including file sharing

Agent view:

Patient view:

Screen sharing in video meeting

It is now possible for a video participant using a computer for the video meeting to share screen. Just click the button shown below to start sharing and to choose what part of the screen that should be shared.

Web Entrance – sunset of old Web Booking och Web Entrance 1

With this release version we have reached the sunset of our previous web booking and web entrance. The one and only is now our New Web Entrance, that was released several months ago. All customers using older versions have been informed about the switch they have to make to the new URL.

The url:s to the previous old versions will no longer work and Settings page for Web Entrance has been cleaned out from old configuration options.

New Web Entrance – add logo

It is now possible to brand the Web Entrance with a logo or image. Provide the url to your logo or image on the Web Entrance Settings-page and it will be shown in the upper left corner of the entrance.

Telephony:

Recording messages

When recording a new message, it has now been clarified in text that the generated code will only be valid for 10 minutes.

Voicemail Plus – Automatic A-number

The Voicemail Plus dialog has now also got the same feature added as the Callback dialog had in version 11.7. Enabling this feature will make the system automatically try to use the callers’ number, no button presses needed.

New features:

Hotspots highlighting features

We have added blue popups that highlight features in teleQ. These popups will be shown once and when a user clicks “Ok” they will not see them again. There is a new settings tab under “My settings” called “Notifications”. Here the user can opt-out of seeing the hotspots, or click a button to see all hotspots again the next time they log in. There are currently two hotspots, one showing teleQ academy and one showing the “task with duplicate personal information” feature. The hotspots only appear when the feature is available to the user.

Improvements to existing features:

Tasks with duplicate personal information

The tasks with duplicate information filter can now match phonenumbers with and without the area code (if it is a valid number). For example +46711111111 will match with 0711111111.

Send SMS improvements

The origin on the send SMS dialog is now above message, making it easier to spot and set correctly. Predefined replies are now searchable, making it easier for users with many to find the correct one.

Minor bug fixes

• Fixed “Select type” dialog getting duplicated on the guided flow for create tasks

• In schedule, weeks now start on Monday (not Sunday) for all languages except us-EN

Reports:

Callback

Percentage is now included in the callback report

Log report

Number list

The functionality of being able to remove ALL number lists in the settings page for number list has been removed, as there have been many cases where users accidentally removed all lists. How ever it is still possible to remove one number list at a time.

Create task dialog

The dialog used for creating a new tasks has been recreated using a more modern look, and also added some more functionality for easier usage. The dialog can now also be moved around and resized if needed. This new dialog will also be used when an agent creates a new task from a current one, and also when moving a task. It will not be used when booking a new task in the overview panel.

Basic usage:

When clicking on the Create Task button, the above dialog appears. It still has the same functionality as the previous way of creating tasks, and some things that has changed.

The most significant changes are as follows:

• Select unit can be either a list or a searchable drop-down list. If there are fewer that five units available, the list of all unit are shown in a list (as shown in the above dialog there is only one unit available). When there are five or more units available a searchable drop-down list appears in its place, much like the one depicted for the Select Category option.
  Note: Default selected unit in the create task dialog will be the unit that user is logged in to IF user is logged in to one unit. If user is logged in to more than one unit, the selected unit will be the first unit from the list.

• Select category is a list of all categories that can be selected for this new task. The selectable categories depends on which unit is selected, which means that if an agent changes selected unit, the list of available categories might change. Note: the categories will be reset on the ‘move’ dialog opening.

In the above example two categories have been selected, Counceling and Prescription. Both have their respective checkbox checked to show their selected state. After closing the drop-down, by clicking outside of it or pressing the Escape button on keyboard, the following appears.

Here it is clearly shown the two selected categories in a list of ‘chips’ as it is called. From this list the categories selected can easily be removed by clicking each respective ‘X’ mark. They can also be removed from the Select Category drop-down list.

The drop-down list of categories will have the latest selected categories located at the top of the list, if some categories already been used in the last seven days.

• Step-by-step is a new feature that allows for a different way to work with creating a task.

Clicking this button changes the dialog to a step-by-step workflow, guiding the agent through all necessary steps for creating a new task.

The above image is the second page, as stated in the indicator at the bottom-center of the dialog. As show the selected categories are still the same, meaning the workflow of this dialog can be changed whenever the agent want. No data selected will be lost by choosing one or the other.

Sms Dialog

In the unit selection list the selected unit will be the one that user is currently logged into, if user is logged in to one unit. If user is logged in to more than one unit, selected default unit will be the first unit from the list of selectable units.

My Settings – Sound

When selecting that teleQ should notify on new tasks the user is now presented with a text explaining the teleQ extension and that it is preferred to get a better more consistent experience with notification sounds. There is also a link to the chrome and edge versions of the plugin.

Categories

When deleting a category with a priority from a unit, that priority is now also deleted and will not show up on existing tasks for that unit.

Reports

It is now possible to filter on Categories in Callback, call Queue and Overview reports.

You can now se the total for all units in the Overview report.

You can now see the total for the whole day for the selected unit in the table in the Availability report.

The arrow showing in which way any column in the reports is sorted, will now change direction when clicking on it. Previous it was always pointing upwards, but the actual sorting was correct.

Bug with categories in the Call Queue report:

A patient calls in to a call queue that is set up the give the task multiple categories, the patient hangs up the call before it is picked. In the Call queue report the task will be counted for each tagged category if you deselect another category.

Example: Patient calls in to a Call queue with categoreis Prescription and Counseling. Patient hangs up the call.

The call queue report will show correct when selecting all categories

But when one category is removed, the task will be counted twice.

WCAG – Chat

The third and last part in making all our patient-facing web channels fully accessible according to the Web Content Accessibility Guidelines (WCAG) is now completed. First up was our Video, then the Web Entrance and now also our chat solution has been thoroughly reviewed and updated to ensure compliance with the guidelines.

Chat and web Entrance settings

Admin can now customize what the browser tab title text should be for the chat tab and for the tab opening up the Web Entrance.

Send SMS dialog

The dialog for sending manual SMS has been redesigned with a more modern look. The dialog can be resized and moved around freely.

Phonebook

The phonebook has been moved from the dialog to a button at the end of the phone number field to give more space for the message field. You can filter by search by name or number, and you can sort by clicking on the headers.

Origin is now a searchable dropdown to make finding units easier.

Restore tasks

The dialog for restoring tasks has changed name from “Unarchive tasks” to Restore tasks for a more consistent language. It has also been redesigned in a more modern design. To restore a task, the user selects a task from the list and clicks the “Restore” button. The dialog is also movable and resizable.

• Search: It is now possible to search among tasks. The search looks at all the columns.

• Copy numbers: It is now possible to view and copy personal identity numbers and phonenumbers from the list of restorable tasks. Both numbers follow the same visibility rules as the main tasklist. If masking is enabled, phonenumbers here will also be masked. If hidden, phone number and personal id numbers will also be hidden here. The columns will not be visible if there are no tasks with phone numbers or personal id numbers to save on space.

• Sort: The table is sortable by clicking on the columns. The columns are also resizable by dragging.

Improvements to existing features:

Restore task naming

Restore task (previously Unarchive task) has been renamed to be more unified in teleQ. Both in the restore task dialog and the task event history.

Error message when testing calls

When testing calls by clicking Attempt call in the My settings → telephony tab, the user is now presented with an error cause if the call fails, or a green check-mark on the button if the call succeeds.

Bug fixes

• Fixed public holidays showing up as unkown

• Fixed rare bug where sysadmin could not move task

Updated permissions for telephony entrance settings

Admins can now rename their Telephony Entrance. However, certain fields that were previously editable are now restricted. These include Country, Dialing Area, Time Zone, and Phone Dialogue Language, which can no longer be modified. Additionally, the field Use presentation number from originating entrance is now visible but it remains read-only. These changes improve consistency while maintaining necessary admin controls.

Web Entrance

We’re currently working to make all our patient-facing web channels fully accessible according to the Web Content Accessibility Guidelines (WCAG). First up in previous version was our video solution. In this version our Web Entrance solution has also been thoroughly reviewed and updated to ensure compliance with the guidelines.

Chat

With our new chat feature “File sharing”, we found out that the little red “bubble counter” on a chat task in the tasklist neither showed up nor increased when a patient shared a file. The same behavior as for noticing the agent about a new chat text message is now also implemented for shared files.

Tasks with identical personal data

This new feature will present a grouped way to view tasks with identical personal data in teleQ. When this new icon-button (in below image) is visible, an agent can view all identical tasks when clicking on it.

After the agent has clicked on the button, all items in the tasks list will be replaced with the ones having the same personal data in one or more of the following fields:

• Telephone number

• A-number

• Personal identity number

• Customer number

Above image shows the tasks identified in the first image. All tasks not having any matched personal data are hidden from the list. Now the agent can handle the tasks and when all are marked as done, the agent will get back to the task list. If the agent wishes to return to tasks list earlier, they may simply click the ‘Back’ button located in the top-right corner of the list.

Create task dialog

The dialog used for creating a new tasks has been recreated using a more modern look, and also added some more functionality for easier usage. The dialog can now also be moved around and resized if needed.

Basic usage:

When clicking on the Create Task button, the above dialog appears. It still has the same functionality as the previous way of creating tasks, and some things that has changed.

The most significant changes are as follows:

• Select unit can be either a list or a searchable drop-down list. If there are fewer that five units available, the list of all unit are shown in a list (as shown in the above dialog there is only one unit available). When there are five or more units available a searchable drop-down list appears in its place, much like the one depicted for the Select Category option.

• Select category is a list of all categories that can be selected for this new task. The selectable categories depends on which unit is selected, which means that if an agent changes selected unit, the list of available categories might change.

In the above example two categories have been selected, Counceling and Prescription. Both have their respective checkbox checked to show their selected state.
After closing the drop-down, by clicking outside of it or pressing the Escape button on keyboard, the following appears.

Here it is clearly shown the two selected categories in a list of ‘chips’ as it is called. From this list the categories selected can easily be removed by clicking each respective ‘X’ mark. They can also be removed from the Select Category drop-down list.

The drop-down list of categories will have the latest selected categories located at the top of the list, if some categories already been used in the last seven days.

Step-by-step is a new feature that allows for a different way to work with creating a task.

Clicking this button changes the dialog to a step-by-step workflow, guiding the agent through all necessary steps for creating a new task.

Video

We’re currently working to make all our patient-facing web channels fully accessible according to the Web Content Accessibility Guidelines (WCAG). First up is our video solution – this version has been thoroughly reviewed and updated to ensure compliance with the guidelines.

Web Entrance

When the schedule in teleQ was “Temporarily closed” for both incoming and outgoing blocks a contact coming in through the Web Entrance was not correctly shown in the Incoming contacts report. The report showed that the contact was “Met by full=Yes”, even though the unit was closed. This has now been fixed. All contacts through the Web Entrance that are met by Closed should show “Met by full=No” in the report.

Chat

In the Chat a bug was detected when agent were using the ALIAS functionality to be anonymous, the real name of the agent were shown when the agent shared a file. This has now been fixed.

Telephony

Quite recently for listening to a voicemail in a task a new media player was added and the button updated. When choosing browser playback to listen to an ID message, the media player and corresponding button is now also implemented for a consistent behaviour.

Improved header for task list

The look and feel of the header for non-booked tasks and booked tasks has been improved. The button for collapse/expand has moved to the left of the group header title, as seen in this example:

The number of tasks is show both at the group header title, and to the right where it is now also shown the current visible task range (1-10) out of max number of tasks (12).