Temp Workers and Relievers

[Jmoe]

Hey guys,

I've got a pretty decent flow working for a moderately sized team of doctors. Using CFD time condition to guard which teams are contactable.

I have a major problem. Each team has 3 doctors. A registrar, Resident and an intern. My IVR or digital receptionist during weekends/PubHol just reaches out to the call queue with all 3 of them in it. So the workflow I expect is for them to DND or away themselves when they're not around on the weekends.

The problem is when say, the resident is away for 2 days, sets themselves as away, then is serviced by a reliever or a temp that has no access to 3cx portal and no one to provision them on the weekend.

Could I solve this within CFD/dial codes? I'm trying to avoid complex CRM integration.

 

[Evolute IT]

Hey guys,

I've got a pretty decent flow working for a moderately sized team of doctors. Using CFD time condition to guard which teams are contactable.

I have a major problem. Each team has 3 doctors. A registrar, Resident and an intern. My IVR or digital receptionist during weekends/PubHol just reaches out to the call queue with all 3 of them in it. So the workflow I expect is for them to DND or away themselves when they're not around on the weekends.

The problem is when say, the resident is away for 2 days, sets themselves as away, then is serviced by a reliever or a temp that has no access to 3cx portal and no one to provision them on the weekend.

Could I solve this within CFD/dial codes? I'm trying to avoid complex CRM integration.

I'm trying to understand what you want to do here? What exactly doesn't work?

The CRM integration won't help for anything you're doing that's for sure.

 

[Jmoe]

I'm trying to understand what you want to do here? What exactly doesn't work?

The CRM integration won't help for anything you're doing that's for sure.

Sorry you're right. I meant to refer to M365 integration. CRM is absolutely not what I'm after.

Put it simply. Let's say team 1 has a call queue. Let's call the doctors in team 1 doctor 1.1, 1.2, 1.3. all of whom is set up with 3cx account.

The problem is when doctor 1.3 is away on leave or sick, the hospital fills their role with a complete outside without 3CX access in the last minute. On the weekend, only doctor 1.3 would normally be working but now I have doctor X on the job. Doctor 1.3 has set themselves to away and not in the call queue.

Without any admin intervention, I need doctor X to appear as if though they are doctor 1.3. the only resources we'd have on the weekend would be teams 2, 3, 4, 5, 6 doctors all of whom have 3cx phone app but not much else.

So doctor X takes the call queue of doctor 1.3 in a last minute changeover. Doctor X has their personal phones and an external number.

 

[Evolute IT]

Use a simple forward from doctor 1.X to the mobile number of doctor X? That would be the simplest way.

You could always add a generic agent to the queue, and just update the number of that generic user/agent for those external/random doctors. That can even be done via CFD for ease of use via phones for the other doctors.

 

[Jmoe]

Use a simple forward from doctor 1.X to the mobile number of doctor X? That would be the simplest way.

You could always add a generic agent to the queue, and just update the number of that generic user/agent for those external/random doctors. That can even be done via CFD for ease of use via phones for the other doctors.

If I use a dummy/generic agent. Is there a way in CFD I can make doctor X dial a number to run a CFD flow to prompt them to get them to key their number, store that variable and update the generic agent?

We're overestimating the willingness of doctors to do any work, like responsibly forward their phones or someone else or team 2 doctors to login to the web portal and sort this out. Doctors are less responsible than school children...

 

[Evolute IT]

If I use a dummy/generic agent. Is there a way in CFD I can make doctor X dial a number to run a CFD flow to prompt them to get them to key their number, store that variable and update the generic agent?

We're overestimating the willingness of doctors to do any work, like responsibly forward their phones or someone else or team 2 doctors to login to the web portal and sort this out. Doctors are less responsible than school children...

Yes the CFD can do that. You set the "mobile number" of the generic user through the CFD. We done it for other customers. Then simply use "ring mobile simultaneously" to have that generic agent ring with the others in the queue.

I'd be happy to assist if you wish.

 

[Ronaldvdv]

Does doctor X have access to the 3CX app on a computer and are you using queues? If so the doctor can set him/her self as available for the queue that is active at that moment.

 

[Jmoe]

Does doctor X have access to the 3CX app on a computer and are you using queues? If so the doctor can set him/her self as available for the queue that is active at that moment.

Hey,

They absolutely do, but it's a massive investment to onboard 30-40 doctors rotating every 3 months. Nearly killed me trying to get them to use the phone app. I have to QR code spoon feed them to onboard the soft phone... Imagine trying to onboard the webUI.

After conceptsWeb confirming this is doable, I've started going down the rabbit hole of looking into potential CFD flows already. If anyone has a pseudocode they already conceptualized I'd love to leverage off it. We just don't have the funds in a public hospital to commission anyone to deploy something like this.

 

[KyriacosS_3CX]

The mobile apps can handle queue login/out directly in a couple of ways:
Add as a Contact in your Mobile App:

• Open your 3CX mobile app (Android or iOS).
• Navigate to the "Contacts" section.
• Create a new contact.
• For the contact name, you could use something descriptive like "Queue Login" or "Log into Queues".
• For the phone number, enter *62 (default).
• Save the contact.
• Repeat the process for "Queue Logout" with the number *63 (default).
  
  
• When you want to log in or out of queues, simply go to your contacts in the 3CX app, find the "Queue Login" or "Queue Logout" contact, and tap to call it. You should hear an audio confirmation from the PBX.

This method provides a quick way to use the dial codes directly from your mobile app.

As a reminder, you also have these other method for managing your queue status:

• Change Profile Status in the Mobile App: Changing your profile status (e.g., to "Available" or "Do Not Disturb") in the mobile app can automatically log you in or out of queues, if configured by the administrator.

 

[Jmoe]

The mobile apps can handle queue login/out directly in a couple of ways:
Add as a Contact in your Mobile App:

• Open your 3CX mobile app (Android or iOS).
• Navigate to the "Contacts" section.
• Create a new contact.
• For the contact name, you could use something descriptive like "Queue Login" or "Log into Queues".
• For the phone number, enter *62 (default).
• Save the contact.
• Repeat the process for "Queue Logout" with the number *63 (default).
  
  
• When you want to log in or out of queues, simply go to your contacts in the 3CX app, find the "Queue Login" or "Queue Logout" contact, and tap to call it. You should hear an audio confirmation from the PBX.

This method provides a quick way to use the dial codes directly from your mobile app.

As a reminder, you also have these other method for managing your queue status:

• Change Profile Status in the Mobile App: Changing your profile status (e.g., to "Available" or "Do Not Disturb") in the mobile app can automatically log you in or out of queues, if configured by the administrator.

I think this would be useful if they have the app. But the temps/relievers are from a central pool of staff that I cannot pre-empt. The person who has taken sick leave probably can't/will not have capacity to divert or change their phones. Other than perhaps changing the status to away.

I've changed the workflow and added a custom status -> sick day (keeps you in call queue but sets a divert). I need to be able to append an external phone number, essentially without web portal, into a dummy agents "mobile".

 

[Evolute IT]

I think this would be useful if they have the app. But the temps/relievers are from a central pool of staff that I cannot pre-empt. The person who has taken sick leave probably can't/will not have capacity to divert or change their phones. Other than perhaps changing the status to away.

I've changed the workflow and added a custom status -> sick day (keeps you in call queue but sets a divert). I need to be able to append an external phone number, essentially without web portal, into a dummy agents "mobile".

Update DN Property, "MOBILENUMBER".

 

[VoIPTools]

You may want to take a look at our 3CX On Call Manager tool. It handles all the complexities of logging people in/out of queues, setting the presence status, recurring schedules with support for unexpected absences, etc. Looking at your requirements, I believe we can handle everything you are trying to achieve in a commercial tool.


There is way too much information to cover here about what you can do with this tool, but we support auto-logging in/out of doctors based on the schedule you set. We also configure their presence status to Available when they are on-call, and then to the presence status you select for when they are no longer on call. We send reminder notification emails to the doctors so they do not forget it is their turn to be on call.

We support multiple teams too, so you can setup different schedules for different teams. If you would like to see the tool in action and ask questions, you can book a time for a web demo using https://booking.voiptools.com.

 

[Conor_Harvey_2000]

Yes the CFD can do that. You set the "mobile number" of the generic user through the CFD. We done it for other customers. Then simply use "ring mobile simultaneously" to have that generic agent ring with the others in the queue.

I'd be happy to assist if you wish.

I would agree with this solution. Great idea!