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For the complete documentation index, see llms.txt. This page is also available as Markdown.

Features

BlueFletch Phone enables secure voice communication for frontline workers and mobile teams in shared-device environments.

What It Does

  • Role-Based Connectivity: Links specific contacts and permissions to user credentials immediately upon login.

  • Extension Portability: Assigns a number from a managed pool so extensions follow users across shared devices.

  • Secure Provisioning: Delivers a shift-ready dialer through the organization’s identity provider to automate device configuration.

  • Dynamic Group Assignment: Maps users to role or site-based call/hunt groups, dynamically updating role-to-group status if profiles change mid-shift.

  • SIP-Integrated Mobility: Leverages existing PBX infrastructure to provide mobile enterprise telephony without a hardware overhaul.

How It Works

  1. Authenticate: Users log into a shared device with their enterprise credentials, verifying their specific role in seconds.

  2. Provision: Users automatically receive an extension number assignment based on their specific extension pool, department/unit, or location.

  3. Connect: Users remain reachable for their entire shift, with all session data securely erased from the device upon logout.

Feature Sets

To provide clarity on capabilities, BlueFletch Phone features are divided into three distinct categories:

Platform Features

Native to the BlueFletch Phone application, these features deliver the identity-driven capabilities and centralized management required for shared-device environments.

  1. SSO (BF Launcher & Authentication)

  2. Support for User Identity Attributes (username, role, department, unit)

  3. Intents (login, logout, initiate call)

  4. Phone Service / SIP Registration

  • Extension Mobility

  • Static Extension (identity attribute, device ID)

  • Dynamic Extension Pool (IdP group, department selection)

  1. Department Selection (mandatory or optional)

  2. Support for Shared Devices

  3. Multi-Extension Support (up to 4)

  4. Centralized Phone Manager Interface

  5. Call Analytics

  6. TLS and SRTP Encryption

  7. Assistant Support

  8. Language Support

Standard Features

Baseline telephony features enabled by standard SIP/VoIP protocols. These core functions are fully supported and optimized within the BlueFletch Phone interface.

  1. Basic Call (Start and End / Make and Receive)

  2. Caller ID

  3. Redial

  4. In-Call Controls

  • Hold/Resume

  • Audio Selection

  • Call Transfer

  • Call Park

  • Call Swap

  • Call Merge / 3-Way Conference

  • Call Split

  1. Call History

  2. Alert and Notification Support (Incoming Call; Locked Screen Notification)

  3. Contacts (Presence, Dynamic Contact List, Support for Third-Party Contact Apps)

  4. Speed Dial

  5. Contact Favorites

  6. Special Buttons (Call Page - Public Announcement; Emergency Call Button)

  7. Cellular Support

PBX Supported Features

BlueFletch Phone leverages the organization's existing PBX infrastructure to enable advanced telephony workflows. By integrating directly with current systems, it closes the gap on standard PBX feature requirements and ensures full compatibility with established routing rules.

  1. Call/Ring Group

  2. Call Queue

  3. Call Routing / Flow / Escalation

  4. Call Wait

  5. Fallback

  6. Hold Recall

  7. Shared Extensions

  8. Call Transfer (Unattended; Attended)

  9. Call Park / Unpark

  • Site Trunk (auto-assign slot per site)

  • Department Trunk (auto-assign slot per department)

  • Parking Slot (manually select parking slot)

Call Groups & Ring Strategies

A Call Group (or Ring Group) collates multiple extensions under a single trunk number (e.g., dialing ‘800’ rings extensions 801 through 805). Administrators can configure specific ring strategies based on urgency and staffing structures:

  1. Ring All: Blasts the incoming call to every logged-in device in the group simultaneously. The first person to tap ‘Accept’ takes the call.

  • Best for: Urgent scenarios like hospital Rapid Response teams or small ward desks where the first available staff member must answer instantly.

  1. Call Queue: Places callers in a virtual waiting line and uses a round-robin strategy to feed them to available devices sequentially as staff members become free.

  • Best for: High-volume, non-urgent lines like patient billing, outpatient pharmacies, or centralized scheduling where callers prefer a structured line with hold music over a busy signal.

  1. Call Fallback: Acts as a catch-all routing rule when all extensions are occupied or a queue is overwhelmed. The PBX can be configured to place the overflow caller into a queue, route them to a designated safety zone (e.g., a department voicemail or supervisor), or drop the call entirely.

Call Transfer

Moves an active call to another extension or external number.

  • Unattended Transfer: The traditional method where the user immediately forwards the call to a third party and disconnects their own line.

  • Attended Transfer: The user places the original caller on hold, dials the target number to speak privately with the recipient (e.g., to provide context about the caller), and then completes the transfer.

  • Transfer to Voicemail: The user routes the active call directly to a specific department or user's voicemail box.

Call Park & Unpark

Places an active call into a shared parking lot, making it available for retrieval by the recipient and/or other call groups.

  1. Parking Slot Assignment: When parking a call, the slot can be assigned in three ways:

  • Site Trunk: Automatically assigns an available parking slot dedicated to the user's specific physical location.

  • Department Trunk: Automatically assigns an available parking slot dedicated to the user's specific department.

  • Manual Slot: Prompts the user to manually enter a desired parking slot number.

  1. Parking a Call: The user presses the park button and listens for an audible prompt announcing the designated parking slot number before disconnecting. If the call is not retrieved before the timeout, it automatically returns to the originator.

  2. Retrieving a Call: Any user can open the dial pad on an active device, dial the announced slot number, and press Call to connect instantly.

Note: All parked calls from assigned call groups combine into a single card at the top of the screen. For users in multiple groups, each parked call displays a tag with its specific group name.

Sample Workflow Scenarios

  1. Warehouse Chains

Unanswered calls in customer service lines result in frustrated customers. BlueFletch Phone makes department and extension selection a mandatory step before device usage. When an associate logs in, they simply select their department (e.g., "Plumbing") as well as their extension, which ensures the line is always covered and ready to receive calls.

  1. Hospital Emergency Unit

An ER nurse doesn't always have time to look up who is on shift, so they simply select ‘ER Attending Physician’ from the directory. The doctor's device rings, displaying ‘Triage Nurse 3’ instead of a personal name. Staff connect instantly by role, eliminating the need to memorize static extensions.

  1. Shopping Mall

A Ladieswear associate calls in sick. To cover the gap, the Menswear associate logs into their device and selects both the ‘Menswear’ and ‘Ladieswear’ roles for their shift. The system dynamically assigns them an extension from the Menswear pool and the Ladieswear pool. When a customer calls either department, the associate's device rings, letting them cover multiple zones concurrently without carrying a second device.

  1. Retail Pharmacy

During a flu season surge, patients flood the pharmacy lines. If the pharmacist is on a call, the IVR automatically interjects: ‘The pharmacy team is assisting another patient. Please hold.’ Callers wait in a virtual line with music until the pharmacist finishes, automatically feeding the next call to their device.

  1. Trucking & Logistics

A delivery driver dials the main receiving dock. The primary dock manager is busy coordinating a forklift. Instead of a busy signal, the system's hunt group logic instantly bypasses the manager and rings the next available receiving clerk, ensuring the driver gets a dock assignment without delay.

  1. Grocery Delivery Fulfillment

A customer calls to update a curbside order. The fulfillment team is overwhelmed, and the queue hits its maximum wait time. The IVR pulls the caller out of line and offers a fallback menu: ‘The curbside team is busy. Press 1 to leave a voicemail, or 2 for the main service desk.’

  1. Manufacturing Plant

At 6:00 AM, the outgoing production supervisor drops their device into the charging rack. The incoming supervisor grabs a fresh device, logs in, and the system instantly provisions the ‘Line 1 Supervisor’ extension. The floor remains fully connected across the shift change - no manual IT reassignment needed.

  1. Clinical Wards

A doctor calls the nursing station with a medication question. The answering nurse taps ‘Park’ and hears an audible prompt assigning the call to Slot 01, then messages the pharmacy team. A pharmacist (in a different call group) opens the dial pad on their own active device, dials 01, and presses Call to instantly retrieve the parked call and assist the doctor.

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