User Voicemail
Voicemail can be added to a User’s call flow to allow messages to be left if the user is busy or does not answer. The Voicemail block includes a standard message, which can be changed via the desk phone
When a message is left, Surgery Connect will send an email to the User. Messages can be listened to either via the email (an audio file will be attached if not blocked by the NHS firewall), via the Desk phone, or via the Single Sign On landing page. sso.x-onweb.com
For full details on using Voicemail, please see our guides
This guide will take you through everything you need to know about the User Voicemail block and how to manage it:
Step by step guide
Adding a User Voicemail Block
You can add voicemail to a specific User by loading their Direct Dial call flow - If they do not have a Direct Dial already created for them - see our Direct Dial guide
Load the Users Direct Dial call flow - scroll through the list of call flows and select the User DDI
Click Load
Drag and drop the User Voicemail icon onto the workspace
Select the User you are building the DDI Call flow for
Click Add
Remove the Hang Up (delete)
Connect Busy and No Answer to the Voicemail Block
Auto Arrange the Call Flow
Deploy the call flow to activate the voicemail feature
Customising User Voicemail
Recording a Voicemail Message
Call the number on the Voicemail Notification email - when asked you will need to input the Service ID and User ID (also in the email)
Enter your voicemail pin - see out Voicemail Pin guide
You will be given the option to re-record your message once you have saved this, that is the message that will be played to any caller
Adding a prompt
Once you have added voicemail to a User you can add an information prompt before the standard voicemail message - see our Configuring Voicemail guide
This can be to add clinical safety information, or opening times of specific groups for example
User DDI with voicemail
User DDI with voicemail and information prompt
See our Customising Voicemail guide - Adding Prompts
User Voicemail configuration through the Configuration Console
Log in to Surgery Connect - sso.x-onweb.com - with your NHS email address and Surgery Connect password
Select the Configuration Console
Supervisors can use the Configuration Console to change the standard configuration of Groups, Extensions, Voicemail, edit Users, Calendars and the Directory and much more
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
To the left hand side you will see the menu, for User Voicemail, select Users, for Group voicemail select Groups
Once you have selected Users from the Menu the User list will display
You can scroll through the Users page by page or search for a User with the Name search
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
Navigate to the Voicemail tab
To activate Voicemail for that User you must change the Voicemail max messages from 0
Change the Voicemail options setting as required
Change the Voicemail Notifications - tick/untick box - these settings are how the User will be notified of any voicemail messages that they have received
Send email notification
Sends a voicemail notification email to the User
Attach voicemails to email
Attaches the voicemail recording to the email notification. (Occasionally the NHS firewall can block these attachments)
Send SMS to mobile
Sends an SMS notification to the User, if they have a mobile number connected to their User Profile
Once you are happy with your setting and that you have activated the voicemail for this user click Save
You will see the success notification at the top of the screen
Save and Deploy
You must save the changes you have made to your call flow
Click Save
Any changes you have made to your Prompt 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 Prompt Block - Deploy your call flow to make it live
