Backup mobiles are provided to you for use in the event of an issue with your reception handsets. These are already linked to your reception phones when you receive them
This Help Guide covers:
When to use the backup mobiles
Under normal circumstances, calls come from X-on through our servers and are then passed to your practice. The inbound call is received and the caller will hear your welcome message and be routed through your call flow before the call is queued for your staff to answer
In the event of a local issue, you may not receive calls through to your deskphones. Examples of locals issues may include:
Local power cut
Local internet issue
Human error - e.g. local cables cut with machinery
You should be able to identify a local issue by the following:
Deskphone display shows "No Service", or may be completely blank
No dial tone on the deskphones when they're picked up
Build up of red queueing calls on the User Console, with no green (inbound) or blue (outbound) calls
Phones not ringing despite queueing calls
Your backup mobiles can be used if calls are not getting through to the practice from X-on servers
Each mobile is paired with one of your Reception (or similar) handsets, and is labelled with a sticker on the back to advise you of the handset it is paired with
How to use the backup mobiles
If a fault occurs, the system will automatically switch calls to the mobile associated with the reception handset. Whichever User was logged in to the reception handset will then receive their calls through the backup mobile
It is important to keep the backup mobiles charged and near the associated handset. If you can, keeping these turned on is also advised
If there was no User logged into the reception handset when the fault occurred, dialling 3999 on the mobile will log in the last User that was logged into the desk phone and force calls through the backup mobile
If a fault is intermittent, both the reception handset and the backup mobile may receive calls. Dialling 3999 on the mobile will force all calls through to the mobile to prevent both devices ringing. Once the fault is resolved, dialling 4999 on the backup mobile will cancel the call diversion and send calls back through the reception handset again
Where to keep the backup mobiles
Your backup mobiles should be kept charged, switched on, and near to the handsets they are paired with
Make sure that your reception team know where the mobiles are, and what to do in the event of a fault
Testing the backup mobiles
You can test that your backup mobiles are working by dialling 3999 and forcing calls to come through to the specific mobile
Once you have done this, dial 4999 to cancel the call diversion and send calls through the reception handset again
If you are experiencing issues with your backup mobiles, please raise a Support Ticket for our Support Team to investigate
To access our Business Continuity guide, click here