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This guide is for Converge Partners 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 a 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
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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 / cancellation 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
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 client (Open Calendar) Rebooking for Converge Partners
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As per your contract with Converge, you are to rebook all clients into your Open schedule as priority. Only manually book clients into your ad-hoc schedule after receiving approval from the People Assist Admin User Support team (people.assistadmin@convergeintl.com.au). Failure to comply with this is a breach of your contract with Converge International and can lead to suspension or termination of your contract. |
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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Billing and invoicing
How we process payments for completed sessions
When you complete an appointment (by clicking commence and completing the appointment) it indicates to the system that you have completed work for that appointment, allowing us to then proceed with including that appointment in your end of month reconciliation. We reconcile your account and email you a remittance summary of this on the last day of each month based on your completed appointments.
Completing an appointment: Completing an appointment (Quick View)
Invoicing Converge
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Converge do not accept manual invoices to process payments, we also do not accept requests to complete appointments on your behalf. |
You will need to complete appointments you have conducted. We recommend you commence and complete appointments either between sessions, at the end of the day or at the end of the week when you have admin time. It takes approximately 1-3 minutes per appointment to mark it as commenced and to then complete it. By completing the appointment it indicates you have completed that work and we include it with your end of month remittance. Completing an appointment (Quick View)
Consultant Partner Open Schedule
As a Consultant Partner of Converge, a set amount of hours per week is allocated to you and categorised in your calendar as an “Open Schedule”. With this Consultant Partner Open Schedule, you will be compensated for all “Open Schedule” hours, with or without an appointment booked into your “Open Schedule” hours.
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As per your contract with Converge, you are to rebook all clients into your Open schedule as priority. Only manually book clients into your ad hoc schedule after receiving approval from the People Assist Admin team (people.assistadmin@convergeintl.com.au). |
Payment timeline
As mentioned above, Converge International requires you to complete the appointment before the end of the month - any completed appointments will be included with your end of month remittance notice. After you receive your remittance notice, the payment due is held for 14 days for disputes that need to be rectified (such as payment issues, amount due issues etc.). After this 14 day dispute period, your payment is then released to your nominated bank account. This means it can take between 2-3 weeks for payment to reach you after receiving the remittance notice email.
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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 Converge International People Assist the User Support team at people.assistadmin@convergeintl.com.au |
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To amend your break periods, including partial days off and whole days off, please contact Converge International People Assist 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
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 |
APP Support team
Changes to your contract or products
People Team
User Support Team | ||
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
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 |
FIT Survey
https://convergeintl.atlassian.net/servicedesk/customer/kb/view/116654121