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Group Block
Group Block

Calls can be directed to Groups of users on Surgery Connect. The required Group can be specified when adding the Group block to a call flow.

Updated over a year ago

Groups

Calls can be directed to a Group of Users on Surgery Connect. This means everyone who is part of that call group and logged in (available) will be targeted by calls made to that group (either directly or from a menu choice in the call flow)

Users can be added to Groups in the Service Delivery Console. The required Group can be specified when adding the Group block to a call flow, or when using the templates.

For full details on Groups, see our guide Adding Groups in the Service Delivery Console

This guide will take you through everything you need to know about the Group block and how to manage it:

You can also manage your Groups by adding a Group Behaviour block into the call flow, see our guide

Step by step guide

Adding a Group Block

  1. Drag and drop the Group icon onto the X-flow workspace

  2. Select the required Group from the list in the pop up window

    Note: Groups must be added via the Service Delivery Console before opening X-flow in order to see them in this list

    Use the Scroll bar on the right to move through the list

  3. When you have highlighted the correct Group, click Add

  4. This will add the group Block, connected to the group selected, a Whisper and answer block and a Prompt and a hang up block

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Editing a Group Block

  1. Double click on the Group block on the X-flow workspace to open the Group properties

  2. Properties Tab - There is no configuration available on the Properties Tab

  3. Playlist Tab - This will show you the current playlist set for this group

    1. To select a playlist, click to open the dropdown menu

    2. Select the playlist you wish to use for that group, or that you want to edit. The playlist name will now display

    3. To use the selected playlist save your choice

      See our full Playlists guides

  4. Patient Callback Tab - Here you can activate Patient Callback for that group

    1. To turn Patient Callback on for the selected Group change the Mode to Voluntary

      Off = Patient Callback inactive

      Voluntary = Choice of Patient Callback offered to caller in queue when the threshold is met

    2. 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 changed to improve efficiency of the feature. We recommend 10

      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)

      See our full Patient Callback guide

  5. Click Edit to open the Service Delivery Console, Group list to change the members of the Group

    See our Service Delivery Console Group guides

  6. Click Save

Editing the Whisper

  1. Double click on the Whisper block

Properties Tab

  1. Name - Change the name of the whisper to make it more descriptive

  2. Description - Set a description for the whisper

  3. Can Override - Set if the whisper can be changed using the Group Behaviour block

Audio Tab

Customise the whisper heard when a call is connected

Note: This would normally be ‘Direct Call’

  1. Prompt 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

    1. Click the Preview Button, or the Play button on the Toolbar to listen to the prompt

    2. 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

    3. 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

Editing the Prompt

Change the Prompt name and to customise the message heard when a call waits too long in the queue (Timeout) or when there are no active Users in a Group (Fail)

The default maximum queueing time is 7200 seconds (2 hours), but this can be changed in the Group profile in the Configuration Console

See our guides on Groups in the Configuration Console

  1. Double click on the Prompt Block to open up the editable properties

Properties Tab

  1. Name - Change the name of the prompt to make it more descriptive

  2. Description - Set a description for the prompt

  3. Can Interrupt - Set if the caller can press a button on their phone and skip this message (Can Interrupt)

    You will want to set this to ‘No’ on most prompts so that the caller has to listen to the whole prompt

Audio Tab

  1. Prompt Audio Source - Select Text to Speech or upload your own pre-recorded audio file (MP3)

    Uploaded File

    Select Choose file to upload an MP3 recording for your audio message. You will receive the following messages upon file upload, you can then preview your message

    If the audio file failed to upload you will receive the following warning message

    Check the file you have uploaded by pressing play

    The Playbar will display the length of the prompt (in seconds). You can 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 Playbar 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

    Text to Speech

    Select Text to Speech

    You will now be able to choose a Prompt Voice and type your message directly into the Prompt Text - no need for a recording.

    The Tabs at the top of the Prompt Text box can be used to emphasise certain words or phrases, to add in pauses to give the caller time to absorb the information given, to change the volume or speed of delivery of the message or to have numbers read out in a particular way

    For full details on how to use Text to Speech, and to listen to the voices available, see our Text to Speech guide

    You can listen to your message by clicking on Preview

    Or by pressing play

    The Playbar will display the length of the prompt (in seconds). You can 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 Playbar 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

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Save and Deploy

You must save the changes you have made to your Group, Whisper and Prompt Blocks

  1. Click Save

    Any changes you have made to your block will be saved

  2. At the top of your call flow you will now see the undeployed version warning

  3. If you are happy with your Prompt Block - Deploy your call flow to make it live

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