Introduction to the Phone System Session Objectives Logging on/ofg - - PowerPoint PPT Presentation

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Introduction to the Phone System Session Objectives Logging on/ofg - - PowerPoint PPT Presentation

May 23, 2023 346 likes •880 views

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

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SLIDE 1

Introduction to the Phone System

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SLIDE 2
  • 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

Session Objectives

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SLIDE 3

Main Number: 0#### ###### Test number: 0### ### #### Emergency Bypass: 0#### ###### Test number: 0#### ###### Google Chrome Surgery Connect web address: sso.x-onweb.com

NHS Practice name

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SLIDE 4
  • Users
  • Groups (‘teams’ or ‘departments’)
  • Extension numbers / Short Dial

Overview of concepts

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SLIDE 5

Using the handset

  • Logon, receive, hold, transfer calls
  • Central Directory
  • DND
  • Handset to headset
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SLIDE 6

Desk Phones in Practice

Yealink T21 “Standard Extension” Yealink T27 “Reception Extension”

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SLIDE 7

Login and Logout

  • Login
  • Go DND / Go Avail
  • Login / Logout

OK

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SLIDE 8

Handset soft keys

  • Soft keys (lift receiver):

○ Group Pickup GPickup ○ EndCall

  • Soft keys (receiver down):

○ Central Directory Cen Dir Cen Dir GPickup EndCall

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SLIDE 9

Handset difg fgerences & functions

T27 typically in Reception area T21 more widely in Practice

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SLIDE 10

Handset difg fgerences & functions (T21)

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SLIDE 11

Handset difg fgerences & functions (T27)

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SLIDE 12

User Console

  • Internal Communication

○ Short Dial ○ Click to Call ○ Colleague availability

  • Viewing call history
  • Call recordings
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SLIDE 13

User Console: Standard User

Call List User List

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SLIDE 14

User Console: Standard User with Group Management

RT

07471 098277 07471 098277 07471 098277 07471 098277 07471 098277

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SLIDE 15

User Console: Supervisor

07471005068 07471054313

Supervisor can ‘step in’ any user during busy periods Users can ‘step in’ themselves, but not someone else

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SLIDE 16

User Console: call recordings

Call icons:

  • Outbound call, recording available
  • Inbound call, voicemail left
  • Search Call List to locate call recordings
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SLIDE 17

User Console: call recordings

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SLIDE 18
  • Callers select options when ringing Main Switchboard
  • Surgery Connect will ‘seek’ available Users

within selected option (e.g. ‘Appointments’)

  • Surgery Connect disregards logged out Users,

set to DND or already busy on a call

  • User with Group Management can ‘step’

themselves in/out

  • Practice Manager can ‘step in’ additional stafg

fg, during busy periods

  • How does the Call Queue work ?

Main Switchboard Options: Appointments Pharmacy Prescriptions Reception Nurse Practitioners

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SLIDE 19

How do I know what Group/Department the caller wants ?

Main Switchboard Options: Appointments Community Services Occupational Therapy Pharmacy Physiotherapy Prescriptions Reception Practice Secretaries Winter Flu Clinic Nurse Practitioners Appointments Group Reception Group Prescriptions Group WHISPER: “Prescriptions”

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SLIDE 20

Viewing Inbound Calls, Short Dials & Colleague Availability

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SLIDE 21

User Console

  • Central Directory

○ Adding contacts (phone, mobile, email) ○ Click to Call ○ Searching the directory

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SLIDE 22

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
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SLIDE 23

Central Directory - searching & Click to Call

  • Scroll, search, fi

filter Central Directory to locate Contact

  • Click to select
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SLIDE 24
  • Use Click to Call / Central

Directory

  • Lift handset and dial, for
  • utbound calls (remember

to include the Area Code)

  • Use Short Dials to contact

colleagues (regardless of geographical location)

Summary: options for making calls

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SLIDE 25

Using the Soft Phone

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SLIDE 26

How do I receive a call ?

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SLIDE 27

Switching between desk phones & Soft Phone

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SLIDE 28

Switching from Softphone to desk phone

  • Login
  • Go DND / Go Avail
  • Login / Logout

OK

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SLIDE 29
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SLIDE 30

EMIS integration

  • Inbound calls can be used

to identify patient records

  • Outbound calls - Click to

Call from the patient record

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  • 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

How does Surgery Connect link to EMIS ?

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SLIDE 32

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

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SLIDE 33

Logging on and ofg fg

  • Handset login/logout
  • NHS Smart Card access
  • Visibility to others
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SLIDE 34

Logged out:

  • Not visible to colleagues
  • No call history/recordings
  • External/emergency calls
  • Outside of Groups
  • End of work shift

Logged In:

  • Visible to

colleagues/groups

  • View colleague status
  • Access to Short Dial
  • Inbound call queue

visibility

  • Full call

history/recordings

  • External/emergency calls
  • Option to go to mobile
  • Integration with medical

records

  • Full audit trail

Reception Group Appointments Group

How does my logon afg fgect other users ?

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SLIDE 35
  • 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

Logging Out

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SLIDE 36
  • 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

Forgetting to Log Out

“Is anyone there… ?”

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SLIDE 37

Business Continuity Preparation

  • Backup mobile phones - initial charging
  • Monthly battery maintenance charge

(1 hr connection)

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SLIDE 38

Business Continuity - using backup mobiles

WHAT DO I DO? ➔ Turn on the backup mobile phones to receive calls When to act: No calls are coming through to handset(s) or poor call quality (‘interrupted audio’)

Loss of connection

  • If the handset ‘fails’ (i.e. not responding to

inbound calls) calls will be auto re-routed to the associated backup mobile phone

  • Backup mobiles “paired” with desk handset
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SLIDE 39

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

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SLIDE 40

Maintaining your Backup Mobiles

Monthly battery maintenance charge (1 hr connection)

Remember to charge your backup mobile phones

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SLIDE 41

Getting Help

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SLIDE 42

Getting Help from the Service Desk

Watch video guide “How do I track my Support Ticket?”

  • r search for more help videos:
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SLIDE 43

Creating a Support Ticket

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SLIDE 44

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
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SLIDE 45

Management Reports

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SLIDE 46

Report Portal

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SLIDE 47

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?

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SLIDE 48

Introduction to the Phone System Session Summary

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  • 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

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SLIDE 50

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)

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SLIDE 51
  • 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)

Help Resources

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SLIDE 52
  • 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

Updates to your phone system: