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This guide is for Associates with an Ad-Hoc diary types arrangement 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.
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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 for those browsers. 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:
Access video appointment links manually
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” from the left menu. It’s recommended that you complete all your work for rebooking, completing (commencing) and marking sessions as no-show / cancellations from this page.
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Quick View is split into three sections:
Appointments Not Started
Which 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
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View guidance for rebooking an existing client: Rebook an existing client: Ad-hoc Associates
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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 https://convergeintl.atlassian.net/plugins/servlet/servicedesk/customer/confluence/shim/spaces/ALL/pages/101384213 |
Completing appointments
For guidance on completing an appointment view this article: Completing an appointment (Quick View)
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To amend your working days please contact the User Support team at people.assistadmin@convergeintl.com.au - it is essential you do not edit your own schedules. |
Below the work schedule, you’ll see your Break periods (holidays).
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To amend your add 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.auyou can add this to your diary yourself following this guide - https://convergeintl.atlassian.net/servicedesk/customer/kb/view/378765351 but please note you are responsible for all recurring client reschedules and must ask the customer service team to help with first-time appointment reschedules only. |
Working hours / days and modality information
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Reason | Team | |
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Calendar scheduling enquiries (break periods & changes in hours), annual & personal leave & supervision enquiries | User Support Team | |
Login issues with the Phoenix portal | User Support Team | |
For For login issues, troubleshooting, help & guidance in the Phoenix portal and anything else | User Support Team | |
For creating the 1st booking with new clients & any queries from clients | Customer Service | customerservice@convergeintl.com.au or for urgent enquiries, call 1300 687 327 |
Changes to contract and profile (contact details, address changes, banking details, specialties, etc.) | People, Culture & Learning team |
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If you need help, contact the User Support team using the contact details in the section above.
FIT Survey
https://convergeintl.atlassian.net/servicedesk/customer/kb/view/116654121