How do I change how Group calls are distributed?
When setting up Groups in the Service Delivery Console, Surgery Connect uses some default settings. For example, calls are distributed to the Group member who is logged in and has been waiting for a call the longest. This means that calls are distributed more evenly around the team and Surgery Connect will try each User in the Group in turn if a call is not answered.
This call distribution setting can be changed for each Group in the Configuration Console if necessary.
Changing the group call distribution
Step by step guide
Changing the group distribution
Navigate to the Configuration Console |  |
Select the Groups from the menu on the left hand side | |
You can 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 call distribution of the calls though this queue
|  |
Select the Call Distribution drop down box, and choose your setting | |
Click Save |  |
Call Distribution Types
Longest Idle (default) - next call goes to the Group member who took or made a call the longest time ago.
Longest time since last call - call goes to whoever has been waiting longest for an inbound call.
Top down - allows you to set an order that the calls will try Users in a Group. For each incoming call it will start at the beginning of the list (1 = 1st Priority). Each User will need a separate priority number which can be set on the Members tab.
Compound - A combination of Top Down and Longest Idle which allows multiple Users to be allocated the same priority for calls in a Group, meaning you can create a tiered structure where all the available priority one staff will be tried first before moving onto the priority two level staff and so on.
Random - Selects a User at random for each call.
Sim Ring - Simultaneous ring will call all available members of a Group at the same time. If you are using the Surgery Connect Integration software, inbound call pop ups will be shown on all Users screens when using Sim Ring. Please Note: This can slow down call distribution as it has to place each call before taking the next from the queue.