Purpose. This policy covers LineView IM plug-ins that connect an office's phone numbers to records in a customer, case, or practice system. It applies to Cool Telecom staff who build, host, or support those plug-ins, and to what we tell the customer.
Roles. The customer decides whether a plug-in is appropriate for their office and who should see caller ID. When a plug-in causes Cool Telecom to store or transmit patient identifiers, account names tied to phone numbers, or record references from a system that holds protected health information, Cool Telecom treats that work as a business-associate service and does not turn the plug-in on for that use until the required agreement is in place. Plug-ins that the customer uses only for ordinary business contacts are still handled under this policy's security rules.
What we store for a plug-in. For each enabled plug-in, Cool Telecom may store connection secrets and a per-office phone index: digits, a display label, and an opaque record reference. Secrets are not sent to LineView PCs. The Windows app does not cache the web address returned when someone opens a record.
What we do not do. We do not put vendor application code on the customer's PCs. We do not call the vendor's API when the phone rings. We call it only after a person clicks the button. We do not return secret field values to the client. We do not keep more than one store plug-in enabled for an office. We do not copy the Phone list on each PC into the Cool Telecom index.
Minimum display. Connector work should keep the label to what the customer needs on the caller ID button. The index is not a second copy of the medical record. Workforce access inside the customer's office is the customer's setting: Caller ID can be the whole office, one person, or off. We say that plainly in the customer notice.
Customer action. Enable, disable, and connection details are limited to the customer's site administrator or extension 199. Before replacing an enabled plug-in, LineView warns that the current plug-in's configuration will be erased. Disable and replace delete that office's phone index and stored secrets for the plug-in.
Phone list. Phone list is local to each PC and is outside the plug-in index. Support and the customer notice tell medical and dental offices not to put patient names or chart addresses in Phone list unless the customer has accepted that those entries sit on that computer in an ordinary file.
Vendors. A connector may receive credentials and, on click, a record reference, and may return a web address. Cool Telecom uses subprocessors only as the agreement with the customer allows, and does not send the phone index to a vendor except as that connector requires.
Safeguards. Access to indexes and secrets is limited to operating the plug-in and to support the customer asked for. Indexes and secrets are protected in storage and on the wire. Lookup and open are attributable to the office and the signed-in LineView session. Retention of the index ends when the plug-in is disabled or the office closes the service, except where a longer period is required by the agreement or by law. A suspected compromise of an index or of connection secrets is handled under Cool Telecom's incident process and the customer's agreement.
What we tell the customer. The plug-in notice, the plug-in disclaimer, and the HIPAA guidelines on this website are the description we use. We do not tell a practice that LineView is HIPAA compliant, that a plug-in is a certified EHR function, or that caller ID buttons are limited to clinicians.
Caller ID. LineView shows the same inbound caller ID the desk phone already shows. It does not collect a separate caller ID feed. A plug-in button can add a label from the customer's own system, which the phone's caller ID may not show.
Changes. If this policy and the software disagree, the running product wins, and this page is updated to match. Update this page when lookup, open, the phone index, or Phone list changes.