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
When a message is left, Surgery Connect will send an email to the User. Messages can be listened to via this email (an audio file will be attached if not blocked by the NHS firewall). Voicemails can also be accessed via the Phonebar, the User Console and any Deskphone
For more information regarding accessing your Voicemail, see our Help Guide here
This guide will take you through everything you need to know about the User Voicemail block and how to manage it:
Adding a User Voicemail Block
In order to add voicemail to a Direct Dial, the User will need one already created for them. For guidance on how to configure Direct Dials, see our Help guide here
To load the Users Direct Dial call flow, navigate to X-flow and select Load
Locate the correct call flow by either using the Search box or by scrolling through the list
Click Load to open the call flow
Drag and drop the User Voicemail icon onto the workspace
Select the User you are building the DDI Call flow for
Click Add
Delete the Hang Up connected to the Busy and No Answer outputs
Then connect Busy and No Answer to the Voicemail Block
Auto Arrange the Call Flow
Deploy the call flow to activate the voicemail feature
ustomising 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 - for more information on these see our 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. This can be to add clinical safety information, or opening times of specific groups for example
For more information on configuring voicemail, see our Help Guide here
User DDI with voicemail
User DDI with voicemail and information prompt
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 and Voicemail, and to edit Users, Calendars and the Directory
To the left hand side you will see the menu. For User Voicemail select Users, and for Group voicemail select Groups
Once you have selected Users from the Menu the User list will display
Locate a User either by using the Name Search box or by scrolling through the Users page
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
To change the Voicemail Notifications simply tick or untick the boxes. 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
