Surgery Connect Help

A guide to the basics of X-flow, how it works and what it can do.

An Introduction to X-flow

How to access X-flow through the SSO or Menu.

Accessing X-flow

To make changes to any of your existing call flows, you will need to load it into your X-flow.

Loading an existing call flow

How to locate your test number and test your call flow using Test Overrides.

X-flow - Testing my call flow

Whether 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.

Deploying your call flow

Text to Speech is used to give information to your patients without having to record and upload voice messages onto Surgery Connect.

Text to Speech

A Playlist is what the caller hears whilst in a group queue, they can be edited to add information for your patients.

X-flow - Playlists

Change the messages your patients hear to provide the most up-to-date information

Editing Prompts

The tool that allows you to create, view and update your call flows

X-flow

X-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.

Adding a new call flow through the Service Delivery Console

X-flow templates can be used as a base to create new call flows. These can be modified and customised in any way you need.

Using a template to build a call flow

For this guide we will take you through, step by step, building an Emergency Bypass Call Flow from the Empty Call Flow template.

Building a call flow from empty

X-flow - Building a call flow

Start will show at the beginning of the call flow and is how to allocate and manage the number for the call flow

Start Block

Prompts are the information that is given to the patient at the relevant point in the call flow or playlist.

Prompt Block

The Mode Switch is used to check a Calendar. Mode Switches can be customised to the requirements of the practice.

Mode Switch Block

The Menu block is used to separate the call flow, Menus can be customised to the requirements of the practice.

Menu Block

Calls 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 Block

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.

User Voicemail Block

Whispers identify how the call has come through to the User.

Whisper Block

Calls 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 Block

Group 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 Behaviour Block

Voicemail can be added to a Group’s call flow to allow messages to be left.  The Voicemail block includes a standard message.

Group Voicemail Block

An Answer block will be at the end of the call flow and will connect the call when it is answered.

Answer Block

A Hang Up block will be at the end of the call flow and will disconnect the call.

Hang Up Block

The SMS block can send a pre-set text message to callers using mobile phones.

SMS Block

External Divert can be used to connect callers to a Third Party number if calls are to be diverted in certain situations.

External Transfer Block

The Music Block will play the default queue music in your playlist.

Music Block - Playlists Only

The Queue Position Block will notify the caller of their current queue position

Queue Position Block - Playlists Only

Everything you need to know about blocks, how to add them and edit them

X-flow - Blocks and their properties

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