Playlists
When a caller has selected the group they would like to speak to (e.g. Reception), they will be put into a queue for that group
A Playlist is what the caller will hear whilst queuing to be answered. By default this will play the queue position, the clinical safety message, followed by music. Repeating these until the call is answered
You can find your default playlist through your Call Flow via the Group block or the Group Behaviour block in X-flow
This guide will introduce you to Playlists, how to access them and how you can edit them to customise your default playlists;
Step by step guide
Introduction to Playlists
When a caller has selected the group they would like to speak to (e.g. Reception), they will be put into a queue for that group. Each group in your call flow will have the default playlist
The default playlist consists of three blocks, which play in a loop while the caller is queuing
Each playlist can be customised to play further prompts with information that may be useful to your patients, for example you may want to add information about an upcoming flu clinic, or notify patients of holiday closure dates, which could reduce your call load on your reception team
Each playlist can be saved under a new name, so you can use it on another group, or switch it on or off as necessary, by selecting the playlist name from the playlist drop down for that group
Some surgeries may have a No Appointments option in their calendar. This has its own default playlist, which can also be customised
Playlist Blocks and their properties
The blocks in your playlist work in the same way as any of the blocks in X-flow. You can open them and change their properties by double clicking on them, or you can add a new block by selecting the icon and dragging and dropping onto you playlist workspace
Start Block
The Start Block works in a similar way to the Start Block in your call flow. It is automatically generated when you create a new playlist. It indicates the start of your playlist flow, so you can connect further blocks to it as required
Double click on the Start block to view its properties
Viewing/editing current playlist | Creating a new playlist |
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You can move the Start Block around your workspace, but you can not edit its properties
Prompt Block
Prompts are the information that is given to the patient at the relevant point in the call flow or playlist. You can use Text to Speech, or upload your own pre-recorded audio files (MP3 format)
For full details see our guide on Text to Speech
Each Prompt Block has a Properties tab and an Audio tab with defaults you can change
Properties Tab | Audio Tab |
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Music Block
The Music Block will play the default queue music
If you would like to change your queue music, please contact our Support Team
They have several music lists you can choose from, or you can download royalty free music and provide these files for the Support Team to upload for you
Properties Tab | Audio Tab |
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Queue Position Block
The Queue Position Block will notify the caller of their current queue position
Double click on the block to view its properties
You can move the block around your workspace but there are no properties which can be changed
Mode Switch Block
The Mode Switch is used to check a Calendar, for example when your practice is closed a "We are closed" prompt can be played to those in the queue
When the Mode Switch Block is added into your playlist, the playlist will only play when that calendar mode is active
Double click the block to view its properties
Properties Tab | Visible Outputs Tab |
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Patient Callback Block
By adding the Patient Callback block to the Group Playlist you are offering patients more than one opportunity to request a callback
Double-click the block to view its properties
In addition, a Call End Block can now be added to the call flow, ideally after the Mode Switch (Calendar). Previously surgeries could advise that the surgery was closed but could not end the call
This should be used in conjunction with a prompt informing patients that the callback will not happen, instead, the call will end
Note: Further information on alternative options for patients should be given via the prompt.
Full full configuration options of the Patient Callback feature, read our guide
Accessing your Playlists
Playlists are accessed through X-flow when you have loaded a call flow
Navigate to the X-flow console
Load the call flow with the group you want to change
Through the Group Block
Double click on the Group block in your call flow
When the pop up opens click on the Playlist tab. This will show you the current playlist set for this group
Through the Group Behaviour Block
Double click on the Group Behaviour block in your call flow
When the pop up opens click on the Playlist tab. This will show you the current playlist set for this group behaviour
Selecting a Playlist
If you are accessing the playlist through the Group block or the Group Behaviour block, selecting the playlist you want to use or edit is the same
Click to open the dropdown menu
Select the playlist you wish to use for that group, or that you want to edit. The playlist name will now display
To use the selected playlist save your choice
Don't forget, when you have made any changes to your call flow you will need to deploy it to make those changes live
Editing a Playlist
Navigate to the X-flow console
Load the call flow with the group you want to change
Double click on the Group Block or Group Behaviour Block
Click to open the dropdown menu and select the playlist from the list that you would like to change/edit
Click the Edit selected Playlist button
Your playlist workspace will open
You can edit the properties of each block by double clicking on each block to open it. Then navigate to each tab within the block
You can add new blocks to your playlist by dragging and dropping the required icon onto the workspace
Edit the blocks as required by double clicking on the block to open up the block properties. Save any changes you make to each block
Once you are happy with the block/s you have added, delete any links required and re-join the dots so your playlist will play through correctly
Save your playlist. You can Save changes. This will overwrite the old playlist with your changes and keep the same playlist name
Or, you can Save as new... which will give you the option of entering a new name for this playlist
If you save your changes as a new playlist, it will now be available to choose from the playlist dropdown in any Group or Group Behaviour Block
Don't forget, when you have made any changes to your call flow you will need to deploy it to make those changes live
Create a new playlist
Navigate to the X-flow console
Load the call flow with the group you want to change
Double click on the Group Block or Group Behaviour Block
Click to open the dropdown menu
Select None from the dropdown menu
The Create new Playlist button will now be available. Click the button to open a new playlist
A blank Edit Playlist workspace will open up
The Start Block will show on your workspace. Double click the Start Block to view the properties
When you create a new playlist the Properties of each block will not be added until the playlist has been saved
Drag and drop your required icon onto the workspace. As a minimum a playlist will usually have the queue position and music block
Double click on each block added to change its properties
Once you are happy with the blocks you have added, and have edited their properties as required, join the dots!
Remember: You need to join the end of the playlist back to the beginning for the playlist to loop continuously
Click on the Auto Arrange icon to tidy up the view of your playlist
Name your new playlist by clicking next to the Edit Playlist at the top of your workspace and typing in the new name
Save your playlist
It will save to the Group or Group Behaviour Block you used to open the playlist to start with
If you haven't named your new playlist before saving it, you will be given the option to name it when you save it
It will also now be available to choose from the playlist dropdown in any Group or Group Behaviour Block
Now that your playlist has been saved, the warning notification in the Group or Group Behaviour blocks will change so that you can see when the playlist was created and by who
It will also notify you of any changes
