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Winter Pressures
Winter Pressures
Updated over a year ago

There is a higher than normal demand this week, indicating winter pressures have started

You can manage your queues by setting a maximum number of calls that can join the queue and also update your message prompts in the greeting and playlists areas to advise your patients

This Guide is in two parts:

  1. Limiting the number of calls allowed in your queue

  2. Editing messages

Step by step guide

Queue limits

To stop unlimited queuing place a cap on your queues via the Configuration Console. Don’t forget to put a nice message in your failed queue prompt too!

Follow the steps below:

Access SSO

Configuration Console

Select Groups from the left hand menu

Click on the edit button for your chosen group.

Repeat with other groups if necessary.

Select the Option tab at the top then use the Max queue length drop down box to select your queue limit.

Save

Edit your greeting message, playlist message and your queue fail prompt message

Greeting Prompt

If you want to amend your greeting message:

Access SSO

X-flow

Select Load

Select main call flow

Double Click on the Welcome Prompt

Select the Audio tab

In the Prompt Text box add your additional wording

For example:

We are experiencing a higher number of calls than usual due to an outbreak of Strep Infections. We will answer your call as soon as we can. Please bear with us.

The prompt can be previewed and if necessary pauses added to break up the information.

Please note this prompt will need editing again when demand slows.

Save

You will see a banner at the top of the X-flow workspace highlighting that you are currently viewing an undeployed version.

You can call the test number to check the call flow from the patient’s point of view. Once you are satisfied with the message it can be deployed on to the live number.

Click here for the guide to locating your test number

Edit your playlist message

If you wish to amend your playlist message:

Access SSO

X-flow

Select Load

Select main call flow

Double click on the Group Block

NOTE: if you use the Group Behaviour block double click on that instead and follow the same instructions. Also see this Guide.

Select the playlist tab

Click on the edit playlist button

Double Click on the Prompt box

Select the Audio tab

There are a high number of cases of GAS infections. Please continue to hold and we will answer your call as soon as we can.

If you require medical attention please hang up and call 999 or 111 for assistance. Thank you.

Save

You will see a banner at the top of the X-flow workspace highlighting that you are currently viewing an undeployed version.

You can call the test number to check the call flow from the patient’s point of view. Once you are satisfied with the message it can be deployed on to the live number.

Edit your queue fail message

If you wish to amend your queue fail message:

Access SSO

X-flow

Select Load

Select main call flow

Double Click on the call fail Prompt

Select the Audio tab

Sorry, your call cannot be taken right now as the queue is closed due to a higher volume of calls. Please call back shortly.

Save

You will see a banner at the top of the X-flow workspace highlighting that you are currently viewing an undeployed version.

You can call the test number to check the call flow from the patient’s point of view. Once you are satisfied with the message it can be deployed on to the live number.

NOTE: If you do make any changes you will need to remember to edit them again when demand falls.

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