Group Behaviour
The Group Behaviour block can be used to change the playlist the callers hear whilst queueing and the Whisper heard by the User when the call is connected
How to use Group Behaviour
This is a menu with 3 options, each option has its own Group Behaviour block that it passes through, from there it goes to a single call answering Group
Each Group Behaviour block can have dedicated Playlist and Whisper functionality, this overrides the Playlist and Whisper that is in the target Group
It essentially means that even if all calls are going through to the same distribution group (and so therefore you are getting totally fair queuing) what the patient hears can be different dependant on the option they chose
This example is one call flow coming from two unique numbers, with their own Group Behaviour block
This can be used when two practices share the same target Group, each practice can have a dedicated Playlist and Whisper functionality, this overrides the Playlist and Whisper that is in the target Group, depending on which practice number they called to begin with
This guide will take you through everything you need to know to add and manage a Group Behaviour block:
Adding Group Behaviour Block
Drag and drop the Group Behaviour icon onto the X-flow workspace
Editing a Group Behaviour Block
Double click on the Group Behaviour block on the workspace to access the Properties, Whisper Properties, Whisper Audio and Playlist options
Properties Tab
Name: change the name of the Group Behaviour block to make it more descriptive
Group Priority: Set the priority of calls to a particular group using the drop-down
If the priority was set to high for the Reception Group it would allow, for example, GPs to put patients back to reception to book an appointment without the GP having to wait in the main queue for the reception group
Whisper Properties Tab
Name: change the name of the Whisper to make it more descriptive
Description: add a description for the new Whisper (not compulsory)
‘Can Override’ must be set to ‘Yes’ in the Whisper block for the Group
For more information on Whispers, see our guide
Whisper Audio Tab
Whisper Audio Source: select Text to Speech or upload your own pre-recorded audio file (MP3)
Text to Speech
With Text to Speech you can change your prompt voice and create your own menus by typing your chosen wording into the Prompt Text box
For full details on Text to Speech see our guide on Text to Speech
Upload Audio File
Please ensure your audio recording is MP3 format
Preview your message
Listen to either the message in the Prompt Text box to check it is being read out correctly or to the uploaded Audio Prompt
The preview will also use the Prompt Voice selected if you are using Text To Speech
Click the Preview Button, or the Play button on the Toolbar to listen to the prompt
The Toolbar will display the length of the prompt (in seconds)
Change the Volume of the playback by clicking on the speaker icon and dragging the volume slider
There are three dots at the end of the Toolbar playback, click on these to access further preview options; Download the prompt or change the playback speed
Note: Changing the Playback Volume or Speed only affects the playback, not the volume and speed of the prompt when heard by the callers
Prompt Voice: select from the list of voices to read the prompt if using Text To Speech
Whisper Text: type in the message you want to be read out at this point if using Text To Speech
Playlist Tab
Select or create the playlist for this Group Behaviour block
For full details of playlist options, please see our guide on Playlists
Save and Deploy
You must save the changes you have made to your Group Behaviour Block
Click Save
Any changes you have made to your block will be saved
At the top of your call flow you will now see the undeployed version warning
If you are happy with your call flow - Deploy your call flow to make it live
