Introduction to the Phone System
Session Objectives ● Logging on/ofg fg ● Using the handset (T21 & T27) ○ Receiving, holding, transferring calls ○ Making internal/external calls ● Using the Soft Phone ● Colleague availability on and ofg fg site ● Central Directory ● Viewing and responding to inbound call queues ● Getting help
NHS Practice name Main Number: 0#### ###### Test number: 0### ### #### Emergency Bypass: 0#### ###### Test number: 0#### ###### Google Chrome Surgery Connect web address: sso.x-onweb.com
Overview of concepts ● Users ● Groups (‘teams’ or ‘departments’) ● Extension numbers / Short Dial
Using the handset ● Logon, receive, hold, transfer calls ● Central Directory ● DND ● Handset to headset
Desk Phones in Practice Yealink T21 “Standard Extension” Yealink T27 “Reception Extension”
Login and Logout ● Login OK ● Go DND / Go Avail ● Login / Logout
Handset soft keys Cen Dir GPickup EndCall ● Soft keys (receiver down): ○ Central Directory Cen Dir ● Soft keys (lift receiver): ○ Group Pickup GPickup ○ EndCall
Handset difg fgerences & functions T21 more widely in Practice T27 typically in Reception area
Handset difg fgerences & functions (T21)
Handset difg fgerences & functions (T27)
User Console ● Internal Communication ○ Short Dial ○ Click to Call ○ Colleague availability ● Viewing call history ● Call recordings
User Console: Standard User Call List User List
User Console: Standard User with Group Management RT 07471 098277 07471 098277 07471 098277 07471 098277 07471 098277
User Console: Supervisor 07471005068 07471054313 Supervisor can ‘step in’ any user during busy periods Users can ‘step in’ themselves, but not someone else
User Console: call recordings Call icons: ● Outbound call, recording available ● Inbound call, voicemail left ● Search Call List to locate call recordings
User Console: call recordings
How does the Call Queue work ? ● Callers select options when ringing Main Switchboard ● Surgery Connect will ‘seek’ available Users Main Switchboard within selected option (e.g. ‘Appointments’) Options: Appointments ● Surgery Connect disregards logged out Users, Pharmacy Prescriptions set to DND or already busy on a call Reception Nurse Practitioners ● User with Group Management can ‘step’ themselves in/out ● Practice Manager can ‘step in’ additional stafg fg, during busy periods ●
How do I know what Group/Department the caller wants ? WHISPER: Main Switchboard “Prescriptions” Options: Appointments Appointments Group Community Services Occupational Therapy Pharmacy Physiotherapy Prescriptions Reception Group Reception Prescriptions Group Practice Secretaries Winter Flu Clinic Nurse Practitioners
Viewing Inbound Calls, Short Dials & Colleague Availability
User Console ● Central Directory ○ Adding contacts (phone, mobile, email) ○ Click to Call ○ Searching the directory
Central Directory - adding contact details ● Add to Central Directory Entries available to ALL users ○ ○ Don’t add personal contacts ● Caller numbers visible on User Console
Central Directory - searching & Click to Call ● Scroll, search, fi filter Central Directory to locate Contact ● Click to select
Summary: options for making calls ● Use Click to Call / Central Directory ● Lift handset and dial, for outbound calls (remember to include the Area Code) ● Use Short Dials to contact colleagues (regardless of geographical location)
Using the Soft Phone
How do I receive a call ?
Switching between desk phones & Soft Phone
Switching from Softphone to desk phone ● Login OK ● Go DND / Go Avail ● Login / Logout
EMIS integration ● Inbound calls can be used to identify patient records ● Outbound calls - Click to Call from the patient record
How does Surgery Connect link to EMIS ? ● Inbound callers are identifi fied (by inbound phone number) & pop-up appears ● ‘Time in queue’ and ‘Last talked to’ is also displayed in the pop-up ● Click to confi firm patient ID and retrieve patient record
The clinician perspective - contacting the patient from the patient record ● Click to Call from: ○ from Patient record ○ Triage appointment session ● Call recordings auto associated with Patient record ● SMS messaging with templates ● SMS links to NHS Conditions website ● Patient sensitive information remains secure
Logging on and ofg fg ● Handset login/logout ● NHS Smart Card access ● Visibility to others
How does my logon afg fgect other users ? Logged In: ● Visible to colleagues/groups ● View colleague status ● Access to Short Dial ● Inbound call queue Logged out: visibility Appointments Group ● Full call ● Not visible to colleagues history/recordings ● No call history/recordings ● External/emergency calls ● External/emergency calls ● Option to go to mobile ● Outside of Groups ● Integration with medical ● End of work shift records Reception Group ● Full audit trail
Logging Out ● Users who do NOT have a Smart Card ○ Log on/ofg fg using handset button ● Users who have a Smart Card ○ Log on/ofg fg using your Smart Card
Forgetting to Log Out ● Someone else logging onto your phone/workstation automatically logs you out ● Switching your phone to DND is not logging out ● Logging out of the User Console does not log you ofg fg the phone system ● Not logging out (e.g. at the end of your shift) means Surgery Connect treats you as available and will still route calls through “Is anyone there… ?”
Business Continuity Preparation ● Backup mobile phones - initial charging ● Monthly battery maintenance charge (1 hr connection)
Business Continuity - using backup mobiles ● If the handset ‘fails’ (i.e. not responding to inbound calls) calls will be auto re-routed to the associated backup mobile phone Loss of ● Backup mobiles “paired” with desk handset connection When to act: No calls are coming through to handset(s) or poor call quality (‘interrupted audio’) WHAT DO I DO? ➔ Turn on the backup mobile phones to receive calls
Business Continuity - ‘Force Backup’ WHAT DO I DO? ● Turn on backup mobile associated with your desk phone ● Dial 3999, wait for message ● To end ‘Force Backup’: ○ Dial 4999, wait for message ○ Turn ofg fg mobile
Maintaining your Backup Mobiles Remember to charge your backup mobile phones Monthly battery maintenance charge (1 hr connection)
Getting Help
Getting Help from the Service Desk Watch video guide “How do I track my Support Ticket?” or search for more help videos:
Creating a Support Ticket
Creating a Support Ticket Include: ● Username(s) ● Brief (but detailed) description of query/issue ● Phone/extension(s) afg fgected ● Site location (particularly if there is more than one site within your practice) ● Date/time of incident
Management Reports
Report Portal
Monthly Management Report ● Call statistics ○ By number ○ By group ○ By user ● How many people are answering queued calls? ● What choices did callers make in the Main Menu?
Session Summary Introduction to the Phone System
Session Summary ● Log On ○ Visibility ○ Assist call queues ● Use DND when busy/away from desk ● Log Ofg fg to end shift ● Central Directory (User Console) ● Handset ○ Receiving, holding, transferring calls ○ Making internal/external calls
Session Summary ● User Console ○ View call queues and option to ‘step in’ and help ○ Colleague availability (eg. for call transfers) ○ Short Dials (for individuals and groups) ○ Searchable Central Directory of internal and external contact details ○ Soft Phone ● Get help ○ Support Portal (raise and track tickets) ○ Online Help Videos (searchable resource)
Help Resources ● Online video help guides ● Support Portal ○ Access from User Console menu Raise and track tickets ○ Raise support ticket at any time ● Service Desk - phone contact Tel. 0333 332 6633 (working hrs, 08:00-17:30) Tel. 0333 555 8 999 (OOH / critical problems)
Updates to your phone system: ● Cloud based, dynamic and updating environment ○ New feature releases ○ Updates to existing functions ● X-on’s Monthly Management Report email: ○ 1-2 page Newsletter ○ Surgery Report
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