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Zoom FAQs

Article author
Sam Brennand
  • Updated

Have a question about OnCall's custom implementation of Zoom? Check out the FAQ below.


What is the difference between consumer Zoom and Zoom through OnCall?

Unlike Zoom's free or basic consumer version, OnCall’s custom implementation of Zoom is approved for healthcare and is a safe, secure option that is PHIPA, PIPEDA, and HIPAA compliant. All video calls hosted through OnCall’s custom implementation of Zoom are Advanced Encryption Standard (AES) 256-bit encrypted. By default, video calls are NEVER recorded or stored at rest anywhere. You can read more about OnCall's custom implementation of Zoom here.


Will I need to install another app on my computer?

No! If you have already installed Zoom on your desktop, you will not need to download a new application. If you do not have Zoom currently installed on your desktop, you will need to download the application prior to your first appointment. If you are using a mobile device, you only need to have downloaded the OnCall Health mobile application. You do not need to also download the Zoom application to your mobile device. 


What will happen to my secure video client? 

Once you have switched to Zoom, you can feel free to remove OnCall's legacy Secure Video Client (SVC) from your device. 


Does Zoom and OnCall work on mobile devices? 

Yes! OnCall Health's mobile application seamlessly integrates Zoom into its experience. To learn more about using OnCall's mobile applications, click here.


What happens if I use Zoom for personal use, do I need a separate OnCall Zoom app? 

Yes! Because OnCall's custom implementation of Zoom is healthcare compliant, you should always ensure that you are using OnCall Health for any healthcare-related video calls. You can contain to use your personal Zoom account for non-healthcare related and/or personal activities. 


If I am using the Secure Video Client for my practice, why should I be interested in switching to Zoom? 

Zoom is the global leader in video conferencing technology and holds a portfolio of intellectual property that allows it to provide exceptional reliability. By relying on Zoom to power video conferencing, OnCall is able to provide customers with a full suite of virtual care tools that your organization needs to coordinate and grow its virtual care program. 

In addition to all of the powerful practice management tools that OnCall already offers you, the custom implementation of Zoom provides access to an array of features not available in the legacy Secure Video Client (SVC), such as robust screensharing, whiteboarding, background filters, audio sharing and dial-in options, and a patient waiting room. You can review the full feature set that will be available to you here.


Is Zoom better than OnCall's legacy Secure Video Client? 

OnCall's legacy Secure Video Client (SVC) provides excellent video conferencing capabilities. However, as a global leader in video conferencing technology, Zoom is able to offer features that are not currently available in the SVC, including things like waiting rooms, background filters, white boarding capabilities, and more. You can review the full feature set that will be available to you here.


Is Zoom through OnCall going to impact my personal Zoom account?

No! They are separate accounts. Please ensure that you are always accessing Zoom through OnCall's custom implementation for any healthcare-related activities.



Why might Zoom still show my data routing through a datacenter outside my home country?

When you connect to a Zoom call, out of necessity you are connecting to a datacenter somewhere in the world. That datacenter is always going to be between you and the other participants in the video call, and helps to facilitates the meeting. Your connection to the datacenter is considered data-in-transit. It may, for example, be sent through some 3rd party nodes in other countries before it reaches its destination (the datacenter). OnCall Health can't control this route. However, it's not a compliance or security concern because that transit is extremely well encrypted.

Once any data has reached the datacenter, the data is decrypted and may be stored at-rest. OnCall Health has partnered with Zoom so that we can control the country in which data is ultimately stored at-rest, ensuring compliance with PIPEDA, PHIPA, and HIPAA regulations.

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Followed all the steps but still having issues? Feel free to reach out to our support team, we're more than happy to help!


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