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This guide is for Employees only. |
Phoenix is the web-based portal Converge International uses for managing your diary, clients and appointments. As the portal is web-based, there’s no application required to use it, just your existing web-browser.
As an Employee Consultant, after the 1st appointment has been booked for your client, you will manage all rebooking's and appointment management via the Phoenix portal.
Below is a table of contents for this guide. It’s recommended you view each section in order or you can jump to a particular section by clicking a link below.
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Access the portal
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When you are onboarded with Converge, you’ll receive an email with your username (your email address) and a temporary password. Your username is your email address.
Portal link: https://cnvrge-phoenix-prod1.pegacloudconvergeint.netcom/prweb
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If you’ve misplaced your login details or forgot your password, you can reset it by using the link below and click “Trouble logging in” then proceed with the steps to reset your password. If those steps don’t work, contact appsupport@convergeintl.com.auraise a support ticket on Support - Converge International |
Once you’ve logged in, make sure you bookmark the portal page for easy access in the future.
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The Phoenix portal is compatible with our preferred web-browsers Microsoft Edge and Google Chrome on both Mac and Windows PC’s. The portal does work with other browsers including Apple Safari and Mozilla Firefox, however it is not tested with them. If you have any issues with the portal, use one of our preferred web-browsers mentioned above. |
Adjusting your browser settings
We recommend you adjust your browser zoom settings to best view the Phoenix portal page.
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For more information, view this article: Browser options and Phoenix troubleshooting
Video Call Information
All video calls are conducted via Microsoft Teams. You can join these via your browser or through the free to download app (recommended). You can either find the MS teams link included in the appointment confirmation email you will receive, or by following the below guide:
If your customer has not joined the video call session, please call them to identify if they can find their appointment confirmation email with the link. If they cannot find the link, you can use the above guide to copy the link and email it to them. Alternatively, if wanting to keep your email private, you can call the centre and ask a customer service officer to send a new link to you and the customer.
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Quick View
The Quick View page is the default page when you login. If you need to get back to it, you can click “Quick View” “Quick View” from the left menu. It’s recommended that you complete all your work for rebooking, completing (commencing) and marking sessions as no-show / cancellation cancellations from this page.
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Quick View is split into three sections:
Appointments Not Started
Which contains Contains all upcoming appointments and appointments which have not been started yet
Appointments in Progress
Contains all appointments which have been commenced but not completed / closed
Appointments Recently Completed
Contains all appointments recently been completed, cancelled or marked as no show
Your appointments will be placed in one of the three above mentioned sections, depending on the status of the appointment. On the right side of the appointment in all three sections is the blue “Rebook” button which lets you quickly rebook the client.
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Quick View guides
Rebooking clients
View guidance for rebooking an existing client: Rebook an existing a client (Open Calendar)employees)
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You do not need to scroll through each page to find your customer. You can use filter buttons to search for your customer Use filter tool to search |
Completing appointments
For guidance on completing an appointment view this article: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/105906216
Marking a session as no-show, cancellations and editing appointments
For guidance on marking a session as no-show: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/InternalPHX/pages/101384244
For guidance on cancellations with less than 24 hrs. notice: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/PHX/pages/99516492
For guidance on cancellations with more than 24 hrs. notice: https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/PHX/pages/99680282
For guidance on how to edit an appointment: Edit an appointment (Quick View)
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My calendar and your availability
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My Calendar
To view and manage all of your upcoming and completed appointments, use Quick View. You can alternatively view a visual calendar which is accessible from the left menu “My Calendar”.
My calendar shows a visual of your weekly schedule. You can hover your cursor over an appointment to view “at a glance” information. Clicking on an appointment takes you to our “Classic” view of our system. When you click the appointment you’ll see detailed appointment information which may be helpful. When you need to action the appointment (mark as commence, rebook, no-show, cancellation, extra sessions etc) please return to Quick View and proceed with your desired action from there.
Working days and break periods
From “My Calendar” section of Quick View, you can open “Working Days” tab. This will let you view your active work schedule and any inactive working days.
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To amend your working days please contact your line manager and the User Support team at people.assistadmin@convergeintl.com.au |
Below the work schedule, you’ll see your Break periods (holidays).
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To amend your break periods, including partial days off and whole days off, please contact your line manager and the User Support team at people.assistadmin@convergeintl.com.au |
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Personal information and banking details
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To view your personal details, including your working address, banking details and preferences, this can be done from the “My Profile” page (accessible from the left menu).
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To edit information in any of the sections in “My Profile” contact the People Assist Team at people.assistadmin@convergeintl, Culture & Learning team at people@convergeintl.com.au |
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Key contacts
Here’s the key teams to contact at Converge International and what to contact them for:
Reason |
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Team |
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Personnel changes, away time, blocks to calendar, scheduling issues
People Assist Admin team
Calendar scheduling enquiries (break periods & changes in hours), annual & personal leave & supervision enquiries | User Support Team |
For login issues, troubleshooting, help & guidance in the Phoenix portal and anything else |
User Support |
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For creating the 1st booking with new clients & any queries from clients | Customer Service |
For troubleshooting, help & guidance in the Phoenix portal and anything else
User Support Team
Changes to contract and profile (contact details, address changes, banking details, specialties, etc.) | People, Culture & Learning team |
FIT Survey
https://convergeintl.atlassian.net/servicedesk/customer/kb/view/116654121