T21P User Guide
The Surgery Connect Standard Extension offers all of the functionality essential for non-reception staff that do not spend the bulk of their time on incoming patient calls but can also be user configured to best suit any role in your surgery
This guide takes you through all of the standard and configurable features available on the extension
Additional resources;
Step by step guide
The Telephone Extension
Fig 1. The main components of the Standard Extension individually numbered, there is more detail in the following table
No | Item | Description |
1 | LCD Screen | Shows - ● Information about calls, including missed ● Feature information and button labels ● The user associated with the extension and their current status ● The Date & Time ● General information messages |
2 | Activity Indicator | Flashes when - ● The phone is ringing ● Calls have been missed ● The phone is rebooted and is starting up |
3 | Feature Keys | Can be configured with various features that are explained in section 3 of this guide. |
4 | MESSAGE Key | Calls the Surgery Connect voicemail access system. (if applicable to your service) |
5 | HEADSET Key | Toggles headset mode on/off |
6 | TRAN Key | Initiates and finalises the transfer process |
7 | RD Key | Brings up a recently dialled numbers list and initiates re-dial of selected item |
8 | Toggles the handsfree speakerphone mode | |
9 | Adjusts the volume of the handset, speaker or ringer
The handset and speaker volume is changed whilst at the dial tone or in a call
The ringer volume is changed whilst the extension is idle | |
10 | Keypad | Provides the digits, letters and special characters in context-sensitive applications |
11 |  | Arrows navigate through displayed information
“OK” confirms actions or answers incoming calls
“X” cancels actions or rejects incoming calls |
12 | Soft Keys | Linked to various features and functionality, some of which are configurable
These keys can change label depending on the current user activity (such as in call or transferring a call) |
Feature Keys
Each extension can be configured to include the features best suited to the role(s) of the person or people using it. (No.3 on Fig 1 diagram)
The Standard Extension has 2 programmable feature keys which can be configured by a Manager via the Extensions section of the Surgery Connect Configuration Console
The current features available are described below -
Feature | Description | Usage and Comments |
DND | Toggles the user between Available and DND ( Do Not Disturb). | When Available the button label shows “Go DND” and the associated light is green. When in DND the button label shows “Go Avail” and the associated light is red. When in DND no calls will target the extension, except for DDI calls. The extension will show as DND on all other views and consoles throughout the Surgery Connect system. |
DND & Outbound Calls | A 3 way toggle between Available, DND and Outbound Calls | When Available the behaviour and button labels will be as above. When in DND the button label shows “Go OBC” and the associated light is red.
When in Outbound Calls the button label shows “Go Avail” and the associated light is orange. When in Outbound Calls no calls will target the extension (including DDI calls) but the user can make outbound calls. All views and consoles across the service will show the extension in Outbound Calls status. |
Login/Logout | Toggle between logging in and logging out the extension from the service entirely. | When logged in the associated button light will be green and the button label will show “Logout”. When logged out the associated button light will be red and the button label will show “Login”
When logged out no calls will target the extension at all and the extension will not appear on views and consoles. |
Switch Device | Switches the user to be active on their desk phone or their mobile phone. | NOTE - The user must have a mobile phone associated with them in order to make use of this feature. When active on the desk phone the button label will show “Go Mob” and the associated button light will be green. When active on the mobile the button label will show “Go Desk” and the associated button light will be red. All other feature buttons will be removed when in mobile mode until the “Go Desk” button is pressed. |
Extension BLFs | The button will be linked to another extension in your Surgery Connect service | The associated button light will show any call activity on the BLF extension or if it is not contactable so you can establish when to call. The extension can also be contacted simply by pressing the key and Surgery Connect will call it. |
Group Step In/Out | Perfect for when the inbound call queue is too long, one key activation of the extension into call answering groups. | You can specify an individual distribution group or, if you prefer, you can step in and out of all of the distribution groups. In order to use this feature the user must already be a member of the distribution group to perform the step in and out functionality. |
Context Sensitive Softkeys
The context sensitive soft keys are the 4 below the LCD screen, as the name suggests, the functionality of these changes depending on the the current activity
This next table describes what the buttons allow when the phone has no call activity on it
Key | Description & Comments |
Cen Dir | The key to access the Central Directory which is centrally managed via the Configuration Console
It can be used from and added to via the Surgery Connect Console
The contacts can then be accessed through all extension handsets through the Cen Dir button |
History | Shows in and outbound call history on the extension
You can scroll down the list with the arrow keys
You have the option to call back or delete the call record from your extension’s records |
Details | Important information about the extension - this will be mainly used for identification purposes when contacting the Support Department - they will talk you through the information they need |
Next, here is an overview of the functionality when the extension is in dial mode - this is when the handset has been lifted or the speakerphone or headset keys have been pressed but no number has been dialled
Key | Description & Comments |
GPickup | The Group Pickup key can be pressed in order to answer a call that is ringing on another extension that is part of the same distribution group
For example, a telephone that’s part of the Appointments Group can be answered by any other extension in the Appointments Group by using the GPickup button |
Send | Simply sends any numbers you have entered to be dialled |
End Call | Ceases the current call whether it has been dialled or not and returns to the idle screen |
Finally, here is an overview of the soft key buttons whilst a call is active
Key | Description & Comments |
P.Rec | Pause Recording button which toggles whether the call is being recorded or not - an audible announcement is played to the extension when this is toggled |
Hold | A traditional hold key, pressing this will put the caller on hold, the key will then turn to Resume which will retrieve the caller |
Fixed Function/Hard Keys
The fixed function keys are the 5 keys to the right of the main keypad area, these have static functionality that you would expect on most telephone extensions
A brief overview of these is below
Key | Description & Comments |
Message | Calls the Surgery Connect voicemail access service where you can login to manage your voicemail (if applicable to your service) |
Headset | Toggles between using a connected headset and not |
Tran | Initiates and finalises the transfer process |
RD | Redial - brings up a list of the most recent dialled calls |
Speakerphone | Causes the other parties in the conversation to be played through the telephone speaker |
Hold and Transfer
As described in the button descriptions section, the Hold softkey will put the caller on hold (both inbound and outbound calls) in the expected manner
Pressing the Resume soft key will bring the call back
If you decide that you would like to transfer the call you can press the TRAN key whilst the call is on hold to enter the transfer process
You will hear a dial tone where you are able to enter either a 3 digit short dial of a colleague or, if you would prefer, dial a full external number to transfer the call out of your organisation
Note: if you know straight away you want to transfer the call, you can skip the hold stage and just press the TRAN key straight away
Once you have dialled the desired transfer number, you can speak to the recipient before finalising the transfer with the TRAN key
Should at any point during the transfer process you wish to resume the call with the original caller you may press the EndCall button to cancel the transfer process and then press the Resume key to get the caller back from hold
3rd Party Conference Calling
The CONF key allows you to join three participants together in a conference call by following the steps below:
Whilst in a call with a second party press the CONF key
This puts the second party on hold and presents you with a dial tone
Enter the 3 digit short dial of a colleague or a full external number to dial out to the third party
When they answer you have the chance to talk to them
Pressing the EndCall soft key will release the third party if they are not able to join the call
Pressing the CONF key will confirm the conference and join all three parties together
Central Directory
The CenDir soft key gives you access to your organisation’s Central Directory of contacts which is managed by the Administrators of the service but can be populated through the Surgery Connect Console
Upon pressing the CenDir soft key you will be presented by the latest 50 entries in alphabetical order, as it is likely your Central Directory has more than this number your most effective method of finding the contact number you want is to use the search facility
You may search on either name or number, the search is reactive so as you enter characters into the search box the contacts list is updated to show the entries matching the current search criteria
To alter the search entry method you can press the central soft key, this will either display -
● abc/ABC/Abc - Letters only, (case is not important in the search)
● 2aB - Combination of numbers and letters
● 123 - Numbers only
Depending on your selection each key will have numbers and letters associated with it, cycle through the numbers and letters by pressing the keys multiple times and pausing when you get to the desired character
Once the contacts list is filtered down as per your search you can use the arrow keys and the ok button to select and call the chosen contact