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No Appointments
No Appointments

Webinar showing you how to add a No Appointments mode to your calendar and how to activate it.

Updated over a week ago

This guide takes you through the following:

Step by step guide

What is No Appointments?

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Accessing the Service Delivery Console

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

  2. Select the Service Delivery 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

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Checking Calendars

  1. Once you have opened up the Service Delivery Console select Calendars from the tabs across the top

  2. This will open the Calendars List where you will see all of the Calendars that have been created for you surgery. To check the Calendar Modes, choose a Calendar and click on the Advanced Calendar Settings icon

  3. The Calendar you have selected will open, and you will see a list of the available Calendar Modes on the left hand side

  4. You should see a No Appointments mode in the list

    If you don't or you would like to add another calendar mode, so you you can an AM No Appointments mode and a PM No Appointments mode, you can create a new Calendar Mode

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Adding a Calendar Mode

  1. Navigate to the Configuration Console

  2. From the menu on the left hand side select Calendars

  3. All of your calendars will display in the table to the right hand side

  4. To add a new calendar mode, which will be available for all of your calendars, click edit in any calendar

    Note: You will only have to create the new calendar mode once, and then it will be available to use for all of your calendars and any new calendars you may create

  5. The Calendar will look very similar to when you checked it through the Service Delivery Console, however, at the top of the Modes list you will see and Edit and + icon

  6. To Edit your calendar mode, for example, if your wanted to rename the current No Appointments mode to No AM Appointments, click on the edit icon

  7. To add a new calendar mode, click on the + icon

  8. The Calendar Mode Editor will open

    1. Name you calendar mode

    2. Select the text background colour, to make it easy to identify

    3. Choose a descriptive icon

  9. Click Save

Calendar Mode Priority

Once you have saved your new calendar mode the calendar mode priority list will open

Your new calendar mode, when activated needs to take priority over your Open mode

  1. Drag your new mode up the list of priorities

  2. Click Save

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Activating No Appointments through X-flow

  1. Navigate to the X-flow console

Loading a call flow

  1. The X-flow workspace will open, it will be an almost completely black screen

  2. At the top left hand corner click on the Load button

  3. A window will load, with a list of all of the call flows for your surgery. Select the call flow you want to edit and click Load

  4. Your call flow will now be loaded onto the X-flow Workspace

Visible Outputs - Mode Switch Properties

Once your call flow has loaded you can add your new calendar mode to the mode switch

  1. Double click on the mode switch to open the properties

  2. Select the Visible Outputs tab

  3. All of your Visible Outputs (Calendar Modes) will display in a list. You can see which ones are active on your mode switch with the blue tick

  4. Tick your new mode to add is as a Visible Output to your mode switch

  5. Click Save

  6. Your new calendar mode is now a visible output on your Mode Switch

Adding a Prompt

A prompt is your information message to the caller, this is where you would tell your caller that there are No Appointments available, but they can continue to hold to speak to someone

  1. Drag and drop the Prompt Block onto your workspace

  2. Double click on the New Prompt to open up the Prompt Properties

  3. Name your prompt and give it a description, remember you want the caller to hear your prompt without skipping it, so select No for Can Interrupt

  4. Edit the Audio of your prompt by clicking on the Audio tab

    Here you can upload an MP3 message our use Text to Speech - see our Text to Speech guide

  5. When you are happy with your Prompt click Save

  6. Next you need to add your Prompt to the call flow by joining the dots. Click on the workspace to deselect the Prompt and Hang Up

  7. Click on the Hang Up block and delete it, either with the delete button on your keyboard or by using the Delete function button

  8. Join the new Visible Output to the start of the Prompt by selecting the dots. Then join the end of the Prompt to the Main Menu, by selecting the dots

    This makes sure the when the No Appointments Calendar Mode is active, the No Appointment Prompt will be heard before the caller gets to your Main Menu

  9. Use the Auto Arrange function button to arrange your call flow so it can be viewed clearly

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Test and Deploy

You can test your call flow to check the Calendar Mode and New Prompt. Once you have Deployed your call flow it will become live

See our full guides:

Locating the Test Number

Test Overrides

Deploying your call flow

Changing Calendar Events

Through the Service Delivery Console

  1. Navigate to Calendars in the Service Delivery Console

  2. Drag and drop the Mode onto the Calendar

Through the User Console

  1. Select the event button on your calendar icon at the top of your User Console - if you can not see this you can add it to your User Console (see our guide)

  2. The Schedule window will open, Turn off auto

  3. Select the desired Mode

  4. Choose how long the override is in effect for

    Permanent = Until you turn the mode off

    Until next calendar event = Mode will turn off on the next scheduled calendar event - for example Lunch or Closed

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Customising Desk Phone Buttons

You can customise your extensions so that they have a Calendar override button. You then set the Calendar Mode for this button, so when you know you have No Appointments you can quickly change the call flow so that all callers hear the No Appointment message before going through to your main menu

You need to do this on every extension you want the button on, for example Reception extensions/deskphones

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

  2. Select the Configuration 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. Select Extensions from the Menu on the left hand side

  6. This will open your Extensions list, choose the extension you want to add the Calendar Override Button to and click Edit

  7. Click the Buttons tab

  8. You can now change any of the Line Keys or Soft keys

    1. Click the drop down on your chosen button and choose Calendar Override

    2. Select the calendar (normally Main Calendar)

    3. Select the Mode (No Appointments)

  9. Save your changes

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