How do I create personalised call routes?

All Personalised Call Routing is managed within X-flow via the Routing Block.

It can be added to any existing call flow

Personalised Call Routing allows surgeries to route specific patient telephone numbers

Personalised Call Routing allows selected numbers to be prioritised and can also be used to direct certain callers to particular Groups, or to receive relevant additional information either via SMS or a prompt message

The Routing block is used to configure the different call routes set by a practice

Step 1:

Drag and drop the Routing icon onto the X-flow workspace

​Step 2:

Place the routing block into the desired place in your call flow

Step 3:

Double-click the block to open up the Routing Properties. Click on the Properties tab to name your Routing Block and give it a meaningful description

Step 1:

Select Number List tab

Step 2:

Select Download Template - This will provide a CSV file for you to add your numbers and apply your routing types

Decide on which routing types you require. Populate the template with all the numbers that require personalised routing and add the Routing Type. The Routing Type is the reference you give it for how it will be dealt with

The Routing Block also allows partial number upload where the wildcard * is represented. In the example below we have shown routing for all calls from a geographical location and identified all callers ringing on a mobile

Step 2:

Once you have populated the template, click Upload Numbers. This will open up a modal for the file upload process

Step 3:

Once uploaded the user will be shown a confirmation window of successful and any failed numbers. Click Save to confirm the successful routing upload

Any failures will not be uploaded, they can be shown in list form on the screen or downloaded. Should you wish to include these in the routing, the full list will need to be re-uploaded once the errors have been corrected

Step 4:

Once data has been uploaded the Number List tab will look like this:

The Summary will show how many numbers have been uploaded, it will also show how many unique Routing Types have been created

Clicking the View Number List button will open up a modal that looks like the following:

From this window, you can remove entries from the numbers list

Step 5:

Once the data is uploaded the routing types will automatically generate the Visible Outputs for the Routing Block. Tick the box next to the routing types you wish to appear as an output on the Routing Block via the Visible Outputs tab.

Click to Save. This will create your Routing Block with your selected outputs

This block now gives you the ability to tailor the routing for the numbers associated with each routing type