Surgery Connect Console  

User Guide 

Version 2.1 - Sep 2018 

            

   

1. Console Access Levels   The table below outlines the access levels available with the Surgery Connect Console - these would have been specified at configuration stage but should you wish to change the view level of any of your staff logins please let our Support department know.  All access levels will give a real time view of the users on your system and their current availability, perfecting for when making or transferring calls internally.   

Personal  Logging in will allow access to call data and recordings that users have personally been part of as well as access to any voicemails (should they have a personal voicemail set up.). It also allows the user to change their status and the telephone device they are active on. 

Personal Plus  As for Personal but with the added functionality of being able to make themselves active or inactive within the departmental distribution groups they are part of. Eg. if they are part of the main appointments group and they see that there are a lot of callers in the queue, they can make themselves active to take calls. 

Manager  This is the administrator level access, giving access to all of the call data and recordings for the entire surgery. It also gives the ability to change the status and active telephone device of other users within the organisation. 

    

2. Login and Personal Management   Login via: https://console.x-onweb.com/ or via https://sso.x-onweb.com using Username and Password supplied - if you do not have these our Support team can supply them. Passwords can be changed by accessing the Users section of the Configuration Console  This guide will describe the access of the Manager Level users.   

   If accessing via the SSO link you can right click on each box to create separate tabs on your browser so you can use all consoles at once - in this instance, choose the User Console button.   Once viewing the User Console you will see your user initials in top right hand corner and a new box is displayed :   

  This box shows the handset or any other telephone numbers linked to your User. (these numbers can be changed in the Configuration Console by Managers using the Users tab).   

1. Choose which telephone number you want to be active on the left hand side. 2. Click on Available to make yourself available to take calls or select one of the other user states outlined 

in the table on the next page. 3. You can activate/deactivate your user from the listed groups as needed (this feature is only available 

on Personal Plus and Manager level views).  Nb. Users can also be taken in and out of groups using the Groups setting on the Configuration Console      

 

User State  Actions 

Available   Users are active and available - inbound calls will route to the handset they are active on 

Logged Out  User is not active on the service - Inbound calls will not route to the handset they are active on 

DND  User is logged in to service but has been taken out of call routing - inbound calls will not route to the user 

Outbound Calls  Allows users to prevent receiving general inbound calls but allows the user to make outbound calls either by dialling from the handset, selecting from the directory or by using click to call from the User Console 

  User List functionality  

Click to Call  All  Users have the ability to click on the name of an extension, a Central Directory contact or any number listed on the USer Console to make an outbound call (rather than dialling the number on the handset). 

Colleague Management  

Manager Only  Managers have the ability to change the status of their staff by choosing options from the drop down list against the user name 

Directory Search  All  To search for an user type the name into this box 

  Image below shows managing a colleague’s number, status and group membership, as well as the click to call functionality. 

 

3. Settings   The application settings are accessed via three horizontal lines icon found on the top banner and will allow various visual and functional preferences to be chosen. The Surgery Connect Console will remember your personal settings each time you log in.  Here is an image of the Appearance setting available to you -  

 Appearance:  A brief description of each is outlined in the table below :   

Layout  Choose from fixed width or full screen (default) 

Layout Style  Choose from 4 different formats enabling you to adjust the screen ratio between the Call List and the User List 

Theme  Compact - Simple overview of the call list Story - More info on each call on the call list 

Call per page  Configure how many calls per page before a new page is displayed 

Icon Pack  Refers to the symbols on inbound/outbound calls for ease of viewing. Choose from Specific (default), Symbolic or Chromatic 

Grouped agent list  Choose between the users in the User List from being displayed in a long list or grouped into distributions groups 

    

Stat Boxes:  Below is an image of the settings available in the Stat Boxes section :  

   From this setting you are able to choose the number and type of stats boxes that will be visible at the bottom of the console, from the list given. Toggle to the right and the box will be visible. This will give you live, real time overview of what is happening on your service. The queue length banding will be particularly helpful when trying to manage staffing resources as you are able to identify lengthy queue times.   

        

Other: Below is an image of the settings available to you in the Other section  

  

Session Idle Timeout  This setting controls the amount of time you are not viewing or using the Surgery Connect Console before it automatically logs you out. It will take you to the login page after the specified time. 

Show Logged Out Agents 

This toggle allows you to show or hide those users that are in the Logged Out status from the User List 

Caller Name  This toggle switches between showing just the caller number in the caller list or, if the number is stored in your central directory, showing the name associated with the number. 

Dialled Name  Same as above but on the dialled side of the call 

Show phone dialler  Show the icon to allow you to type to dial, this is explained in the next section. 

Hide Call Debug  Used purely when liaising with the Surgery Connect Support Department, this will allow you to get a unique call id for each call in the call list in order for the support team to make investigations into individual calls if needed. 

            

4. Dial Number  

  This functionality (found on the Surgery Connect banner) enables users to make outbound calls from the User Console without having to dial a number on the handset. Input the number required, click the dial button and the number will automatically create a call back to the user associated with the console.   

5. Call List   All inbound, outbound and internal calls are displayed to Manager Level Users 

  Call Recording Access :  

Manager Level  Can access call recordings for the whole service 

Personal Level  Can access call recordings relating to their User 

 To access call recordings, locate the required call (see search facility below) and then click on the play icon to the left of the call (using headphones plugged into the PC). From the play window you are also able to download and delete the call recording.  

  

Deleting Call Recordings :  If deleting a call recording you must give a reason for the deletion. We keep a log of all deletion activity including the reason, the time of deletion as well as the User the requested the deletion.       

  Caller : Caller’s name will show here if it is stored in the Central Directory, otherwise the telephone number will show. You are able to click to call from the above displayed box; Click on the number and your user will get a callback. On answer the call will automatically ring out to the number you clicked on.   If no name exists the downward arrow is displayed against the number which then allows you to ‘Add to Central Directory’ This will add the name and number to the directory feature for your service.  Dialled: This is the number or user the caller dialled, this column has the same Click to Call/ Directory feature available.  Queue: This will show which distribution group the call targeted.  Answered By: This shows which user answered the call.  Duration: The bar shows red on the left for the duration of queuing and on the right for the duration of talk time, the colour will depend on the nature of the call (eg.Inbound or outbound). During live calls the bar changes colour (Blue = Outbound call, Green = Inbound call) and talk time is indicated and the type and length of call shows.             

6. Call List Functionality  Recent & Archive  Recent calls are those that have occurred in the last 24 hours, Archive allows you to search the full extent of your call data.  When viewing Archive calls you are able to select the date range you are interested in by clicking the date picking facility -   

  Search Calls  Clicking the magnifying glass icon allows a search of the call view you have. This search can be a telephone number, a staff member, an inbound telephone number or a distribution group. The search is live so it will filter as you type.  If you leave a search in place the magnifying glass icon will remain blue, to remove the search simply click the X next to the search and filter buttons.   

  

   

Filter Calls  Clicking the Filter icon will display the filter options for selection.  

  Any combination of these can be selected and the call list will instantly be filtered, the filters selected appear in blue.  

  If you hide the filter bar with filters in place the filter icon will remain blue to alert you that you are not looking at the full call list.    

7. User & Contact List Functionality  There are two options as to how your internal users are displayed, a straightforward list of the users in alphabetical order or displayed in the distribution groups they are part of.  This shows the alphabetical list of users.    

       

And this shows the users in the grouped view :   

 Filter Groups  If you have the console to display the users in a grouped format you can further refine the display by filtering to only the distribution groups you are interested in seeing by clicking the filter button above the user list, from there you can simply select the groups to display from a list. Please note there is a No Group option to show those users that are not in a distribution group.   

  

Search Users  Again, the magnifying glass icon allows you to search your users, again this is a live search.  

  

Central Directory  You are able to switch to the Central Directory contacts list by clicking the icon in the top right hand corner of the contacts area.  This will show your whole Central Directory which can be searched using the magnifying glass icon, the search is live as you type. If a search is in place the magnifying glass icon will remain blue.  Clicking on any of the Central Directory contacts will bring up a new window allowing you to click to call out to any of the numbers stored against against the Central Directory item.  

  

8. Silent Monitoring   The Silent Monitor feature is not attributed to any Surgery Connect Users by default, if you would like it added to anyone on your system please contact the Support team to do so.  The silent monitor feature allows you to join a live call, perfect for training situations or when additional input into a patient discussion is needed.  When the permission is in place you will see an additional icon next to a live call as per the image to the right. Clicking the phone icon on the right will cause the telephone you are active on to ring, when you pick it up you will be joined to the live call.  Whilst in the call you will have the following options :   

● Press 1 - Speak to external participant ● Press 2 - Speak to internal participant ● Press 3 - Speak to both participants ● Press 0 - Return to silent monitor mode