X-flow
The tool that allows you to create, view and update your call flows
27 articles
- An Introduction to X-flowA guide to the basics of X-flow, how it works and what it can do
- Accessing X-flowHow to access X-flow through the SSO or Menu.
- Loading an existing call flowTo make changes to any of your existing call flows, you will need to load it into your X-flow.
- X-flow - Testing my call flowHow to locate your test number and test your call flow using Test Overrides.
- Deploying your call flowWhether you have made a new call flow or edited an existing call flow you will need to deploy so it is live for your callers.
- Text to SpeechText to Speech is used to give information to your patients without having to record and upload voice messages onto Surgery Connect.
- X-flow - PlaylistsA Playlist is what the caller hears whilst in a group queue, they can be edited to add information for your patients.
- Editing PromptsChange the messages your patients hear to provide the most up-to-date information
X-flow - Building a call flow
How to build a call flow
- Adding a new call flow through the Service Delivery ConsoleX-flow can be used to create and manage call flows. This guide will show you how to start adding a new Call Flow to Surgery Connect.
- Using a template to build a call flowX-flow templates can be used as a base to create new call flows. These can be modified and customised in any way you need.
- Building a call flow from emptyFor this guide we will take you through, step by step, building an Emergency Bypass Call Flow from the Empty Call Flow template.
X-flow - Blocks and their properties
Everything you need to know about blocks, how to add them and edit them
- Start BlockStart will show at the beginning of the call flow and is how to allocate and manage the number for the call flow
- Prompt BlockPrompts are the information that is given to the patient at the relevant point in the call flow or playlist.
- Mode Switch BlockThe Mode Switch is used to check a Calendar. Mode Switches can be customised to the requirements of the practice.
- Menu BlockThe Menu block is used to separate the call flow, Menus can be customised to the requirements of the practice.
- User BlockCalls can be directed to a particular User on Surgery Connect. The required User can be specified when adding the User block to a call flow.
- User Voicemail BlockVoicemail can be added to a User’s individual call flow to allow messages to be left if the User is busy or does not answer
- Whisper BlockWhispers identify how the call has come through to the User.
- Group BlockCalls 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.
- Group Behaviour BlockGroup Behaviour can be added to a call flow where calls are answered by the same Group regardless of the menu choice the caller makes
- Group Voicemail BlockVoicemail can be added to a Group’s call flow to allow messages to be left. The Voicemail block includes a standard message
- Answer BlockAn Answer block will be at the end of the call flow and will connect the call when it is answered.
- Hang Up BlockA Hang Up block will be at the end of the call flow and will disconnect the call.
- SMS BlockThe SMS block can send a pre-set text message to callers using mobile phones.
- External Transfer BlockExternal Divert can be used to connect callers to a Third Party number if calls are to be diverted in certain situations.
- Music Block - Playlists OnlyThe Music Block will play the default queue music in your playlist.
- Queue Position Block - Playlists OnlyThe Queue Position Block will notify the caller of their current queue position