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New Starters, Leavers and Housekeeping
New Starters, Leavers and Housekeeping

Maintenance tips for keeping Surgery Connect running smoothly

Updated over a year ago

This guide takes you through the following:

Step by step guide

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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Accessing the User List

  1. Navigate to the User list in the Service Delivery Console

  2. This will bring up the User List

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Adding Users

  1. Navigate to the User list in the Service Delivery Console

  2. Click the Add New User button

  3. Complete the required fields in the Add New User window User Details tab

    You do not have to add a User short dial at this stage, it can be added once the User is created. You need to check what the next available number is first

    See our guide on short dial numbers

  4. Voicemail can be set as ‘Off’ when setting up Users, and can then be added to the call flow using X-flow

    For full details on call flows, see our guides on X-flow, or our short guide on adding User Voicemail

  5. Click on the Advanced Settings tab and select your CLI for that user

    A CLI is the number displayed to the recipient when making outbound calls

    You can allocate a specific CLI or withhold a number on a user basis when adding a new user

    For full information on CLI settings see our CLI Settings guide

  6. Once you have completed you User fields you have three options

Cancel

Close the pop up without saving any details

Save User

Saves the details entered into the User table and creates the User on Surgery Connect

The initial email can then be sent from the Options

Save User and Notify

Saves the details entered into the User table, creates the User and sends the initial email to the User to set the password and access Surgery Connect

Assigning a Short Dial Number

  1. Identify your next available short dial number. You can identify the highest assigned short dial through the numbers list (as above) or through the User list table

  2. Click on the Short Dial column in the User table to sort ascending or descending

  3. Sorting descending you will see the highest number assigned so far and above that the users who do not yet have a short dial assigned to them

    In this example the next available short dial number you can assign to a user is 988

  4. Click on the edit icon for the User you want to assign a number to

  5. The Edit User window will open

  6. Enter the number chosen into the Short Dial box

  7. Save the User

  8. You will be notified when the changes are saved successfully

  9. You will now see the Short Dial number assigned to your User

Adding Users to Groups

  1. Navigate to the Groups list in the Service Delivery Console

  2. Click the Edit button in the row of the Group you want to change

  3. To add a new member to the Group, click the drop-down arrow to see a list of Users that aren’t already members of the Group

    Either select from the list, or start typing the name into the Members area to reduce the available Users list

  4. Click the tick in the green button to save the changes, or the grey cancel button to stop editing the user

    If you have the same Users answering different types of calls, the Users can be copied from another Group

  5. In the Group you want to copy the members into, click the Copy Group Members button

  6. From the drop-down list, select the Group to copy the members from

    The Group members will then be copied into the new Group, replacing any Users that were already members

  7. Click the tick in the green button to save the changes, or the grey cancel button to stop editing the user

You will see a green Success, a red Error or a yellow Warning message at the top of the screen

Any issues will be detailed in the Warning or Error pop ups

Correct any errors in the User table and click the tick to save

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Adding Groups

  1. Navigate to the Groups in the Service Delivery Console

  2. This will take you to the Groups List

  3. Click the Add New Group button

  4. Complete the required information in the Add New Group pop up window

    You do not need to allocate a Short Dial or populate members at this point

    You can save the Group with just a name and Edit the details in the table

  5. Click Save Group to create the Group

  6. Cancel will close the window without making any changes

You will see a green Success, a red Error or a yellow Warning message at the top of the screen

Any issues will be detailed in the Warning or Error pop ups

Correct any errors in the Group table and click the tick to save

Once you have created your Groups you can add them to your call flows. See our guides on X-flow

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Managing Users and their Groups through the User Console

  1. Click on the Users name in the Directory on the right hand side of the User Console to select your user

    As a Supervisor, this will open up that contacts User Profile

  2. Once the User Profile is open, select the call device you want them to use from the list, by clicking on it

    The arrow will move to the selected call device, so you know which one is the active device

  3. User status you want from the list, by clicking on it

    The colour of their name will change in the directory, as you change their status, and the arrow will move to the selected User status

  4. Select the Groups you would like the User to be in by ticking it

    A green tick means the User is active in that call group and you will see their name in the group list in the directory

    No tick means they are not active in that call group and their name will not be visible in the directory for that group

    NOTE: You can also use Auto Step In to manage your groups. Please see our guide

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Configuration Console

  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

Customising Users

  1. Select Users from the menu on the left hand side

  2. You can use the search box to find the User you want to amend

  3. Click the pen icon on the required User to view and edit the profile

  4. This will open up all of the standard configurations you can change for that specific User

    General Tab

    Edit the User Name/Email address, check the Authentication PIN (Used for accessing Voicemail and re-set their password

  5. Numbers Tab

    Add personal number/mobile device number here

  6. Explore the other tabs for various configurable user settings, including voicemail

Customising Groups

  1. Select the Groups from the menu on the left hand side

  2. You can use the search box to find the Group you want to amend

  3. Click the pen icon on the required Group to edit the settings

  4. This will open up all of the standard configurations you can change for that specific Group

    General Tab

    Change the Group Name, select the preferred call distribution for the Group and set the priority for call to this Group, and set the Group Administrator

  5. Members Tab

    Add or remove Group Members and set Auto Step In

  6. Explore the other tabs for various configurable user settings, including voicemail

Integration

  1. Select Integrations from the menu on the left hand side

  2. Now you need to View the Associations

  3. On the Users tab of the Associations list you will see the App PIN

    If you are using SystmOne as your clinical system you will also be able to check whether a User is associated with the clinical system correctly by scrolling through the list of users

  4. On the Phones tab you will be able to chick which of your deskphone are currently associated for quick log in via your NHS smart card

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Call Flows in X-flow

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

  2. Select X-flow

  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. Once you have accessed X-flow the X-flow workspace will open, it will be an almost completely black screen

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

  7. 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

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

  9. Here you can check your Prompts making sure they are up to date with the correct clinical safety messages (for example removing "please call back tomorrow" See our Prompt Block guide

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Leavers

A User’s details can be deleted directly from the User table. This will stop any unauthorised system access as it will remove the User’s email address. It will also remove the User from any Groups and call flows (DDI) and their short dial number will be removed ready to be reused

Be aware that if they are the only User in a Group or a call flow, these will become invalid

When you delete a user their call recordings will be available from the User Console for a period of up to three years

  1. Navigate to the User list in the Service Delivery Console

  2. This will open the User List

  3. Search for the User you want to delete by scrolling though the list or using the Search bar

  4. Click the red Delete button in the row of the User you want to remove

    Note: If a User is deleted in error, you will need to add them again as a new User, deletions can not be undone - you will have to Add the User again

  5. Click Delete User to confirm

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