How to set up a Direct Dial Number and its associated Call Flow
You can manage all of your numbers through the Service Delivery Console. Each external (inbound) number will need an associated call flow, you can use these numbers to set up Direct Dial call flows to specific Users, or Groups.
The DDI Call Flow explained
Step by step guide
Accessing Numbers
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
When you access the list of Numbers you will see this table
For a brief introduction, see our Numbers Overview guide
Identifying Unassigned Numbers
Services sometimes have spare or unassigned inbound numbers
These can be kept in the list and not used or they can be assigned to a user as a DDI or a group of users, you can even create a new group and have a direct line to the group such as an Emergency Bypass Team or Management Team
If you want to add more Inbound numbers to your service you will need to make a request to orders@x-on.co.uk
Click on the Unassigned Number filter
Your unassigned number will now display in the table - you can edit them through Options
Assign a number
To assign a spare number click the edit icon
An Add a new Call Flow window will open
The number will be automatically populated
Name the telephone number descriptively, so it is easy to identify in your Numbers List and in your Call Flows
Choose the 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
Save Call Flow, this will now associate the number to a call flow, which you can edit via X-flow
If your call flow was saved successfully you will see this notification in the top right hand corner of your screen
If there was a problem with your call flow you will be notified and it will not save
DDI Call Flow
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, this includes;
Adding a Voicemail
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 (delete)
Connect Busy and No Answer to the Voicemail Block
Auto Arrange the Call Flow
Divert Busy/No Answer to a User
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
Divert Busy/No Answer to a Group
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
Deploying the call flow
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
DDI Call Flow Examples
Standard DDI Call Flow
DDI Call Flow with Voicemail
DDI Call Flow with User Divert
DDI Call Flow with User Divert and Voicemail
DDI Call Flow with Group Divert
DDI Call Flow with Group Divert and Voicemail
