This guide takes you through the following:
Step by step guide
Accessing the Service Delivery Console
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Select the Service Delivery Console
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
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
Accessing the User List
Navigate to the User list in the Service Delivery Console
This will bring up the User List
Adding Users
Navigate to the User list in the Service Delivery Console
Click the Add New User button
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
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
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
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
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
Click on the Short Dial column in the User table to sort ascending or descending
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
Click on the edit icon for the User you want to assign a number to
The Edit User window will open
Enter the number chosen into the Short Dial box
Save the User
You will be notified when the changes are saved successfully
You will now see the Short Dial number assigned to your User
Adding Users to Groups
Navigate to the Groups list in the Service Delivery Console
Click the Edit button in the row of the Group you want to change
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
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
In the Group you want to copy the members into, click the Copy Group Members button
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
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 |
Adding Groups
Navigate to the Groups in the Service Delivery Console
This will take you to the Groups List
Click the Add New Group button
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
Click Save Group to create the Group
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
Managing Users and their Groups through the User Console
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
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
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
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
Configuration Console
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Select the Configuration Console
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
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
Select Users from the menu on the left hand side
You can use the search box to find the User you want to amend
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
General Tab
Edit the User Name/Email address, check the Authentication PIN (Used for accessing Voicemail and re-set their password
Numbers Tab
Add personal number/mobile device number here
Explore the other tabs for various configurable user settings, including voicemail
Customising Groups
Select the Groups from the menu on the left hand side
You can use the search box to find the Group you want to amend
Click the pen icon on the required Group to edit the settings
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
Members Tab
Add or remove Group Members and set Auto Step In
Explore the other tabs for various configurable user settings, including voicemail
Integration
Select Integrations from the menu on the left hand side
Now you need to View the Associations
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
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
Call Flows in X-flow
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Select X-flow
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
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
Once you have accessed X-flow the X-flow workspace will open, it will be an almost completely black screen
At the top left hand corner click on the Load button
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
Your call flow will now be loaded onto the X-flow Workspace
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
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
Navigate to the User list in the Service Delivery Console
This will open the User List
Search for the User you want to delete by scrolling though the list or using the Search bar
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
Click Delete User to confirm
