Queue Position
By adding the Patient Callback block to the Group Playlist you are offering patients more than one opportunity to request a callback
You can only access them or add them in your Playlists - see our Playlist guide
This guide will show you how to add them to your playlist, and how to manage it:
Step-by-step guide
Accessing Playlists
Playlists are accessed through X-flow when you have loaded a call flow
Navigate to the X-flow console
Load the call flow with the group you want to change
Through the Group Block
Double click on the Group block in your call flow
When the pop up opens click on the Playlist tab. This will show you the current playlist set for this group
Selecting your Playlist
If you are accessing the playlist through the Group block or the Group Behaviour block, selecting the playlist you want to use or edit is the same
Click to open the dropdown menu
Select the playlist you wish to use for that group, or that you want to edit. The playlist name will now display
Click the Edit Selected Playlist button
Your playlist workspace will open
Existing customers, please note that the Queue Position announcement is now contained in the Group Properties block.
Therefore, please edit your Group Playlist and move the Queue Position Block to the end of your Group Playlist, as shown in the image above.
This will ensure that your patients do not hear their queue position twice in a row.
Adding a Patient Callback Block
Drag and drop the Patient Callback icon from the menu on the left-hand side
Connect the Patient Callback block in the playlist and it will be offered repeatedly to the patient. The Playlist 1 with Callback Option Template already contains this
Existing surgeries will need to edit their Group Playlist to add the Patient Callback block to offer the patient a callback multiple times during the queuing process.
Configuring Patient Callback Block
Double-click the block to view its properties. Here you can configure the audio of the patient callback prompt
When you are happy with your changes, click Save
The prompt must always include "press 1" as this key press to request Patient Callback can not be changed
See our full guide on Text to Speech
Call End Block
A Call End Block, or hang-up, can now be added to the Playlist, ideally after the Mode Switch (Calendar). Previously surgeries could advise that the surgery was closed but could not end the call
This should be used in conjunction with a prompt informing patients that the callback will not happen, instead, the call will end
Consideration should be given to advising patients on what other course of action they can take if the callback is cancelled
Deploy
To make the changes you have made to your playlist live you must deploy your call flow
At the top of your call flow you will now see the undeployed version warning
If you are happy - Deploy your call flow to make it live
