How do I make some Groups calls higher priority than others?
You may have Users who are in more than one Group. You can change the priority of call through the Groups so that those Users receive the most important calls before the other Group calls.
For example, you may have an Emergency Bypass number and Emergency Bypass Group. Several Users of the Emergency Bypass Group may also be in other Groups. To make the call through the Emergency Bypass Group come through first you would set this Group's call priority to High.
Changing the group queue priority
Step by step guide
Accessing Groups
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
Select the Groups from the menu on the left hand side
Changing the group priority
Use the search box to find the Group you want to amend
Click the pen icon on the required Group to edit the settings
On the General tab, you can change the Queue Priority calls though this Group
Select the Queue Priority drop down box, and choose your setting
Click Save
Group Queue Priority Types
Low - will wait until all Normal and High priority calls are answered.
Normal – default. Groups with the same call priority will filter together if you have the same Users answering calls from different queues.
High – calls will push to the front of any other queue dealt with by a User. This is usually reserved for the Emergency Bypass number for the practice.