All of the numbers on your Service can be managed via the Service Delivery Console Numbers tab. In order to receive calls, each external (inbound) number will need an associated call flow in order to make sure the caller is routed appropriately

These numbers can be set up as Direct Dial call flows to specific Users or Groups

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

Select the Service Delivery Console

Click on the Numbers tab

The list of Numbers are then displayed

Depending on your initial set up and how many numbers were added during your initial configuration, you may have spare or unassigned numbers on your service

These can be kept as spare numbers, or they can be assigned as a DDI. You can choose to assign this to an individual User, or to a Group of Users - for example, choosing to have a direct line to your Management Team, or creating a group for Emergency Bypass Users

Click on the Unassigned Number filter to show you the numbers that are unassigned on your service

Once the spare numbers are shown - you can edit them by clicking the pen icon in Options

To assign a spare number click the edit icon

The Add a new Call Flow window will then open. The number will automatically populate in the Number(s) area

Choose the name for the telephone number descriptively, so it is easy to identify in your Numbers List and in your Call Flows

Select DDI Call Flow from the drop down list of Templates

Once chosen your template will display

Select which calendar you want the number and the call flow to use from the drop down

Select which User you want the number to go to from the drop down

Once you are happy with your selections, click Save Call Flow. The number will then be associated to a call flow and editable via X-flow

If your call flow has saved successfully you will see this notification in the top right hand corner of your screen

If there was a problem with saving your call flow a red notification popup will display with the reason for the error

Your number will now show as assigned to a User in the Numbers Table

Click on the Edit button in the Options column

This will open up the call flow assigned to that number in X-flow

You will see that the standard DDI Call Flow has been created for you, which includes:

Start Block

By clicking on the Start Block, you can allocate or change numbers associated with the call flow, and change the hold music

User Block

Double click on this block to see the default settings for how long calls ring for on each device

Whisper Block

The Whisper identifies how the call has come through to the User, and states "direct call" as default

By double clicking on the block, you can view and edit the Whisper Name, Description and Audio

Answer

Answer Blocks are automatically included when adding a Whisper block to connect the call after the whisper is played

Hang Up

A Hang Up block will be at the end of the call flow and will disconnect the call

You can add a Voicemail Block to the call flow so that when the User is busy or does not answer the call, the caller can leave a voicemail

Drag and drop the User Voicemail icon onto the workspace

Select the user you are building the DDI Call flow for

Remove the Hang Up

Connect Busy and No Answer to the Voicemail Block

Auto Arrange the Call Flow

You can add another User Block to the call flow so that when the User is busy or does not answer the call, the caller will be diverted to another User

Delete the current hang up

Drag and drop the User Icon onto the workspace

Connect the User Block to Busy and No Answer

Drag and drop the Hang up icon on to the workspace

Auto Arrange the call flow

Change the whisper to the divert User

Double click on the New Whisper block to open the Whisper properties

Rename the Whisper - remember the Whisper is what the User will hear when they answer the call, so a good descriptive name is the key here

You can add a Group Block to the call flow so that when the User is busy or does not answer the call, the caller will be diverted to Group

Delete the current hang up

Drag and drop the Group Icon onto the workspace

Connect the Group Block to Busy and No Answer

Drag and drop the Hang up icon on to the the workspace

Auto Arrange the call flow

Change the whisper to the diverted call group

Double click on the New Whisper block to open the Whisper properties

Rename the Whisper - remember the Whisper is what the User will hear when they answer the call, so a good descriptive name is the key here

Change the prompt for the failure/timeout of the diverted call group

Click on the audio tab in the prompt properties to input your prompt message

When you are happy with your DDI Call Flow you will need to deploy it before it goes live

Saving the changes in a block does not make those changes live in your call flow until you have deployed it

Make any required changes to your call flow, saving each edited block as you go.

When you have made any change to your call flow you will see the undeployed version warning will display, and the Deploy button will now be green

Test your call flow!

You can test how you call flow works and sounds, and check any changes you have made by using the test number

See our guides on Testing my call flow

When you are happy with your call flow click on the green Deploy button

You will see the Deploy Call Flow pop up

Here you can type a description which can help you identify this call flow and any changes you have made

This is useful if you need to go back to an earlier version of your call flow, for example if you have added in a prompt, which will only be used for a specific time period i.e. a Flu Clinic message

If you are not ready to deploy the call flow at this point, use the Close button, to return and make further changes

Deploy your call flow. Click on the blue Deploy button

You will be notified when the call flow has been successfully deployed

The Deploy button at the top right hand side of your workspace will now be grey and the undeployed version warning will have gone