Voicemail for Users and Groups
Surgery Connect Voicemail allows caller to leave messages when Users are busy or do not answer the phone
Voicemail can be set up for individual Users through a direct dial call flow, and can be added to your groups
This can be done by a Supervisor through the Configuration Console, via the Numbers in the Service Delivery Console, or directly though X-flow
Please note: Utilising Voicemail is a choice, and if using it it is advisable that the Voicemail greeting informs Patients that a message should not be lift in the case of a medical emergency. For more information on adding prompts to Voicemail, see our Help Guide here
This guide will show you how to add voicemail to Users and Groups and the basic configuration options so they can receive voicemail notifications:
Step by step guide
Voicemail via X-flow
Accessing Voicemail
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Navigate to the X-flow Console
X-flow will open to an empty workspace
User Voicemail
You can add voicemail to a specific User by loading their Direct Dial call flow in X-flow
The User will need to have a Direct Dial set up already in order to do this. For more information on creating Direct Dials, see our Help Guide here
Load the Users Direct Dial call flow by clicking Load and searching for the call flow either by using the Search box or by scrolling through the list
Click Load
Drag and drop the User Voicemail icon onto the workspace
Select the User you are building the DDI Call flow for
Click Add
Remove the Hang Up (delete)
Connect Busy and No Answer to the Voicemail Block
Auto Arrange the Call Flow
Deploy the call flow to activate the voicemail feature
Group Voicemail
You can add voicemail to any group within your call flow
Navigate to X-flow and click Load to select a call flow
Choose the call flow you wish to open by either using the Search box or by scrolling through the list and click Load
Drag and drop the Group Voicemail icon onto the workspace
Select the required Group from the list in the pop up window, Use the Scroll bar on the right to move through the list
Click Add
You now need to delete the prompt attached to the timeout/fail option - select the connecting arrows, prompt and hang up and delete them
Connect the Group timeout/fail to the Group Voicemail
Auto Arrange the Call Flow
Deploy the call flow to activate the voicemail feature
Voicemail via the Configuration Console
Accessing Voicemail
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Select the Configuration Console
Supervisors can use the Configuration Console to change the standard configuration of Groups, Extensions and Voicemail, and to edit Users, Calendars and the Directory
To the left hand side you will see the menu. For User Voicemail select Users, and for Group voicemail select Groups
User Voicemail
Once you have selected Users from the Menu the User list will display
You can scroll through the Users page by page or search for a User with the Name search
Click the pen icon on the required User to view and edit the profile
This will open up all of the standard configurations you can change for that specific user
Navigate to the Voicemail tab
To activate Voicemail for that User you must change the Voicemail max messages from 0
Change the Voicemail options setting as required
To change the Voicemail Notifications simply tick or untick the boxes as required. These settings are how the User will be notified of any voicemail messages that they have received
Send email notification
Sends a voicemail notification email to the User
Attach voicemails to email
Attaches the voicemail recording to the email notification. (Occasionally the NHS firewall can block these attachments)
Send SMS to mobile
Sends an SMS notification to the User, if they have a mobile number connected to their User Profile
Once you are happy with your setting and that you have activated the voicemail for this user click Save
You will see the success notification at the top of the screen
Group Voicemail
Once you have selected Groups from the Menu the Group list will display
You can scroll through the Groups page by page or search for a Group with the Name search
Click the pen icon on the required Group to view and edit the profile. This will open up all of the standard configurations you can change for that specific group
Navigate to the Voicemail tab
To activate Voicemail for that Group you must change the Voicemail max messages from 0
Change the Voicemail options setting as required
You can notify every logged in user for the group, a group administrator only, or choose not to notify anybody
In order to choose Notify group administrator only you will need to set an administrator for your Group. This can be a certain User, or you can create a dummy User so that the notification is sent to a group email
To set your Group administrator navigate to the General tab
Select your administrator from the drop down
Once you are happy with your setting and that you have activated the voicemail for this group click Save
You will see the success notification at the top of the screen
