Patient Callback
Patient Callback can be activated on any Group through any Call Flow via X-flow
This guide will show you how to quickly activate or remove Patient Callback on any of your Groups
Step by step guide
Accessing Patient Callback
Either via X-flow or the Service Delivery Console, load your call flow
Load your call flow
Click Load
Choose the call flow you want to see the details of (normally your main number)
This will open your chosen call flow
Activating Patient Callback
Within your call flow, any blocks that have an orange banner are Groups, this is where the Patient Callback activation and configuration can be set
To access the activation and configuration options, double click a Group and select the Patient Callback tab
To turn Patient Callback on for the selected Group change the Mode to Voluntary
Mode
Off = Patient Callback inactive
Voluntary = Choice of Patient Callback offered to caller in queue when the Threshold is met
Set your Threshold
The Threshold setting defines when the Patient Callback feature is offered. This can be set as required but please be aware -
The lowest setting is currently 4 this will be reviewed and could possibly be changed to improve efficiency of the feature
Do not set it too low! You do not want the feature to be offered only for the caller to book a callback, end their call and then receive the callback straight away
A rough rule is to set it no lower than double the number of staff you have answering the calls (if you have 4 Receptionists, set the threshold to 8 for example)
Click Save
As you have made changes to your call flow, you will now need to Deploy it - top right of your X-flow workspace
When deploying add a description so you can keep track of any changes and revert back to previously deployed versions if necessary
You will receive a success message, once you have deployed your Call Flow
The undeployed version warning will have disappeared
Removing Patient Callback
Within your call flow, any blocks that have an orange banner are Groups, this is where the Patient Callback activation and configuration can be set
If Patient Callback is already activated on a Group, it will appear like this
To remove Patient Callback double click the Group and select the Patient Callback tab
To turn Patient Callback off for the selected Group change the Mode to Off
Mode
Off = Patient Callback inactive
Voluntary = Choice of Patient Callback offered to caller in queue when the Threshold is met
Click Save
As you have made changes to your call flow, you will now need to deploy it
When deploying add a description so you can keep track of any changes and revert back to previously deployed versions if necessary
You will receive a success message, once you have deployed your Call Flow
The undeployed version warning will have disappeared
For further information on setting Patient Callback up, see our Configuring Patient Callback Guide here