X-flow and call flows - An Introduction
X-flow is an interactive tool that allows you to view and update your Surgery Connect call flows
Call flows dictate what your patients hear and where their call is routed when they ring your practice telephone numbers
This guide will introduce you to X-flow, its main features, the X-flow workspace, templates and functions
Step by step guide
Introduction to X-flow
Through a simple drag and drop interface you are able to update your call flows from any PC in real time - actions such as adjusting what happens on Bank Holidays or adding seasonal information audio can be achieved in a matter of minutes
All changes can be fully tested before being made live to ensure you are happy with the experience the callers will receive
You can also revert back to a previous call flow should the changes only be needed for a temporary period (information over the festive period for example)
Initially your call flow is created from a template based on basic information, X-flow allows you to take that template and customise every aspect until it works perfectly for your practice
X-Flow Features
Feature | Description |
Audio prompts | Upload your own audio prompts or use the advanced Text to Speech feature to generate your audio
Text to speech gives you a choice of male and female voices as well as the ability to add pauses and emphasis so it sounds natural |
Playlists | Create exactly what you want your patients to hear whilst they queue
Incorporate queue position information with various music styles along with important practice or clinical information you’d like them to hear to ensure their wait is not accompanied by continuously repeating audio |
Mode routing | Define what happens and what your callers hear for the modes you have configured for your practice (bank holiday, training etc) |
Mode testing | Test all of the modes present on your call flow (bank holiday, training etc) |
Watch our webinar
This video is a 20 minute introduction to X-Flow from the X-on training team
You'll learn how to access X-Flow, how to build and test a call flow, including an introduction to using templates to get a call flow setup quickly and easily
X-flow Workspace
Once you have logged into X-flow you will see a blank (empty) workspace - this is used to build or load and edit your call flows
You can create a call flow from a Template or drag and drop icons from the left to add to the call flow. See our guides on Building a call flow
Double-click on a design block in the workspace to customise the settings for your practice. See our guides on Blocks and their properties
Call flow name - will show the call flow currently displayed
Call flow Functions - complete actions on the call flow
Call flow icons - drag and drop the icons onto the workspace to use the block in your call flow
Call flow workspace - the area used to display and customise the call flow
Version Warning & Deploy Button - You will see a warning when changes are made to the call flow. It must be deployed before being heard on the live number
Call Flow Templates
Templates can be used to set up a call flow with standard messages and with various combinations of calendars, menus and groups
When selected, each template will give a preview
NOTE: Templates can only be selected when adding a new call flow through the Service Delivery Console. See our guides on Building a call flow
DDI Call Flow
This can be used to set up a call flow for a Direct Dial number for a particular person
When you have selected your User, it will automatically Name the call flow and set the selected Direct Dial Number
Once you have saved your call flow, you can edit it as required
In this example you may want to add a prompt or voicemail option before the hang up
Departmental Call Flow
This template can be used when you have no menu options in your call flow and no need for the No Appointments calendar mode/message
Departmental (No Appointments) Call Flow
This can be used when you have no menu options in your call flow but want to use the No Appointments calendar mode
You can select the Calendar to check and the Group that answers the calls
Empty Call Flow
A completely empty call flow, for you to design your own from scratch
Main Surgery Call Flow
This can be used when you have menu choices in your call flow
The defaults are set at 1 - Appointments, 2 - Prescriptions, 3 - Reception. All defaults can be changed in the Properties of the block once the call flow is created
Simple Group Call Flow
This template can be used to direct calls straight to a Group, usually used for Group Short Dials or external Direct Dial numbers for a particular team
Group Call Priorities: The way that group calls are distributed can be changed via the Configuration Console
Dedicated Check and Cancel Phone Line - EMIS Only
This can be used to set up a call flow for a Direct Dial number for a Check and Cancel phone line
Main Surgery Call Flow - Check and Cancel - EMIS Only
This can be used when you have menu choices in your call flow and would like Check and Cancel as one of those menu choices
Existing customers do not need to use the main call flow template, if they have an established main call flow they can drag and drop the new Check and Cancel blocks in X-flow into the existing call flow as they please, see our Adding Check and Cancel to your call flow guide
Call Flow Functions
Call flow functions are found at the top of your X-flow workspace and will help you load, edit, arrange and test your call flow
Load
You can load a call flow using its name or via the Call Flow tab
Or, you can load a call flow using the number, via the Telephone Numbers tab
The list will include a list of all the call flows set up for your practice, including the Main number, any Emergency bypass number and internal short dials and external direct dial numbers
Load Previous
Clicking the Load Previous button allows you to revert to a previously deployed version of the call flow
When you select Load Previous you will see a list of all your older call flows, click to choose the one you want to revert back to
Undo/Redo
When making adjustments you can always use the undo and redo functions
Undo - reverse the action(s) made to the call flow
Redo - replaces the action(s) when using Undo
Delete
Highlight the object you want to delete from the call flow by selecting it (blue dotted outline)
Click on the Delete function
Or, you can also use the Delete key on your keyboard
Highlight
When highlight is on it will highlight the route of the selected call from the start to the end point
This can help you identify if you have missed joining blocks together or if you need to add or remove blocks from that call route
Auto Arrange
Auto Arrange - will tidy the layout of the call flow so that it is easier for you to read
Test Overrides
Test Overrides forces a calendar onto a selected mode such as Holiday or Emergency
This is how you can use your test number to check the patient journey of any changes you have made to your call flow, before Deploying it to make those changes live
See our Testing my call flow guide
X-flow Warning and Deploy Button
The Warning and deploy button will show at the top right hand side of your workspace if you are creating a new call flow or have made changes to an existing call flow
It is there to warn you the call flow you are editing is not live
You can test your call flow before setting it to live (deploying it), see our Testing my call flow guide
And when you are happy with your call flow you can Deploy it, see our Deploying your call flow guide
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