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Voicemail
Voicemail

How to set up, use and maintain the Surgery Connect Voicemail option.

Updated over a year ago

This guide takes you through the following:

Step by step guide

Introduction to Voicemail

Surgery Connect Voicemail allows caller to leave messages when Users are busy or do not answer the phone

Voicemail can be set up for individual Users through a direct dial call flow, and can be added to your groups

This can be done by a Supervisor through the Configuration Console, via the Numbers in the Service Delivery Console, or directly though X-flow

NOTE: Using voicemail is a choice and if using it it is advisable that the voicemail greeting informs patients that a message should not be left in the case of a medical emergency - we will show you how you can add prompts to the standard voicemail in our full Customising Voicemail guide

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Voicemail via X-flow

Accessing Voicemail

  1. Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password

  2. Navigate to the X-flow Console

  3. Don't forget - if you are already logged into a Surgery Connect console, you can navigate to any other console quickly by using the Menu, next to your initials

  4. Or; Click on the arrow in your toolbar to see the hidden icons

    Right click on the Surgery Connect Logo and select Launch Consoles. This will open up the selected console in a new window for you

  5. X-flow will open to an empty workspace

User Voicemail

You can add voicemail to a specific User by loading their Direct Dial call flow - If they do not have a Direct Dial already created for them - see our Direct Dial guide

  1. Load the Users Direct Dial call flow - scroll through the list of call flows and select the User DDI

  2. Click Load

  3. Drag and drop the User Voicemail icon onto the workspace

  4. Select the User you are building the DDI Call flow for

  5. Click Add

  6. Remove the Hang Up (delete)

  7. Connect Busy and No Answer to the Voicemail Block

  8. Auto Arrange the Call Flow

Group Voicemail

You can add voicemail to any group on any call flow

  1. Load the all flow you want to add the group voicemail to - scroll through the list of call flows and select the call flow

  2. Click Load

  3. Drag and drop the Group Voicemail icon onto the workspace

  4. Select the required Group from the list in the pop up window, Use the Scroll bar on the right to move through the list

  5. Click Add

  6. You now need to delete the prompt attached to the timeout/fail option - select the connecting arrows, prompt and hang up and delete them

  7. Connect the Group timeout/fail to the Group Voicemail

  8. Auto Arrange the Call Flow

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Voicemail via the Configuration Console

Accessing Voicemail

  1. Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password

  2. Select the Configuration Console

    Supervisors can use the Configuration Console to change the standard configuration of Groups, Extensions, Voicemail, edit Users, Calendars and the Directory and much more

  3. Don't forget - if you are already logged into a Surgery Connect console, you can navigate to any other console quickly by using the Menu, next to your initials

  4. Or; Click on the arrow in your toolbar to see the hidden icons

    Right click on the Surgery Connect Logo and select Launch Consoles. This will open up the selected console in a new window for you

  5. To the left hand side you will see the menu, for User Voicemail, select Users, for Group voicemail select Groups

User Voicemail

  1. Once you have selected Users from the Menu the User list will display

  2. You can scroll through the Users page by page or search for a User with the Name search

  3. Click the pen icon on the required User to view and edit the profile

    This will open up all of the standard configurations you can change for that specific user

  4. Navigate to the Voicemail tab

  5. To activate Voicemail for that User you must change the Voicemail max messages from 0

  6. Change the Voicemail options setting as required

  7. Change the Voicemail Notifications - tick/untick box - these settings are how the User will be notified of any voicemail messages that they have received

    Send email notification

    Sends a voicemail notification email to the User

    Attach voicemails to email

    Attaches the voicemail recording to the email notification. (Occasionally the NHS firewall can block these attachments)

    Send SMS to mobile

    Sends an SMS notification to the User, if they have a mobile number connected to their User Profile

  8. Once you are happy with your setting and that you have activated the voicemail for this user click Save

  9. You will see the success notification at the top of the screen

Group Voicemail

  1. Once you have selected Groups from the Menu the User list will display

  2. You can scroll through the Groups page by page or search for a Group with the Name search

  3. Click the pen icon on the required Group to view and edit the profile

    This will open up all of the standard configurations you can change for that specific group

  4. Navigate to the Voicemail tab

  5. To activate Voicemail for that Group you must change the Voicemail max messages from 0

  6. Change the Voicemail options setting as required

    You can notify every logged in user for the group

    Or, you can notify and administrator only, if you choose this option you need to set an administrator for your group, this can be a User or you can create a dummy user to send the notification to a group email, for example

  7. To set your Group administrator navigate to the General tab

  8. Select your administrator from the drop down

  9. Once you are happy with your setting and that you have activated the voicemail for this group click Save

  10. You will see the success notification at the top of the screen

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Customising Voicemail Messages

  1. Call the number on the Voicemail Notification email - when asked you will need to input the Service ID and User ID (also in the email)

  2. Enter your voicemail pin - see out Voicemail Pin guide

  3. You will be given the option to re-record your message once you have saved this, that is the message that will be played to any caller

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Accessing Voicemail Messages

You can access Voicemail Messages through the notification email either by playing the attached recording, or calling the the number in the email (you will need your voicemail pin)

You can also access the voicemail via your deskphone by clicking in the message button (you will need your voicemail pin)

Accessing Messages via the SSO

  1. Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password

  2. Navigate to the Voicemail Console

  3. The Voicemail table will open

  4. The Mailbox will show your User voicemail messages and any messages for Groups you are in

  5. Date will show the date the message was received, if it is new or if it has been saved

    Or, if it has been listened to

  6. You can listen to the voicemail via the Actions

    Play - Download - Save - Delete

Accessing Messages via the User Console

  1. Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password

  2. Navigate to the User Console

  3. Once the User Console is open you can identify the voicemail messages via the voicemail icons

    Voicemail Message new

    Voicemail Message opened/listened to

  4. Click on the Play icon next to the message icon to listen to the voicemail message

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