In the event of a COVID outbreak, a workplace closure or when a consultant needs to temporarily work from a non-converge device, they can follow these instructions to access most Converge Services.
You will need to follow all steps outlined in this guide and in the order listed.
It will take approximately 5-10 minutes to complete the setup.
If you get stuck with any of the steps listed below, you can raise a Priority level 1 ticket with User Support. See the “Need further help” section at the bottom of this article for more information.
1. Web-browser
First, to access converge services remotely, you can only do this via Microsoft Edge.
Download edge using the following link:
https://www.microsoft.com/en-us/edge/download
2. Sign into Converge within Microsoft Edge
Next, in Microsoft Edge sign into your Converge account.
Click the profile icon (a circle) at the top right of your browser
Click “Sign in”
Login with your converge account (your converge email and your office 365 (Microsoft) password
You’ll then need to authenticate yourself with a two factor authentication code. This will be sent to your personal smartphone with the Microsoft Authenticator Application.
3. Go to the Office365 website on Microsoft edge
After signing into your Converge Microsoft account, go to www.office.com. Type this address into the address bar at the top of the browser then press enter (or return key on Mac).
3. Access the web-version of Outlook
Once you have loaded office.com website, your converge email via the Microsoft Outlook icon on the left side menu as indicated below:
4. Access other apps, including Microsoft Teams
To access Microsoft teams, use the Menu icon at the top left of the office website, as indicated below. You can also access other office apps, including Microsoft Word (for writing notes etc).
5. Setup Microphone and Camera access for Teams
Before starting your first Telehealth session, you need to provide permission for Microsoft edge to access your devices' camera and microphone.
If you don’t complete these steps you the client won’t be able to hear or see you when you join a meeting.
Click the menu icon (as indicated in step 4) and open Teams from the pop up menu
Once Microsoft Teams loads, you’ll be brought to a page similar to the desktop version on a Converge laptop
Click on the “Calendar” icon from the left menu of Teams
Click “Meet now” button from the top right
A pop up will appear asking for permission to access the camera - allow this
A pop up will follow asking for permission to access the microphone - allow this
Once you complete the above steps, you’ll be able to see yourself and the microphone indicator will move up and down as you speak which indicates Microsoft Teams and Edge have access to the Camera and Microphone for Telehealth sessions.
If you are using a Mac, you may need to follow additional steps: See here
6. Access the Phoenix portal
Finally, go to the following web address in a new tab in Microsoft Edge (don’t use other browsers):
If you use Microsoft Edge normally at work and Edge usually fills in your login details, Microsoft Edge on your computer will do the same. If not, login with your Phoenix credentials - remember your username is your full email address.
7. Making a phone call using Microsoft Teams
When you enter the web-version of Microsoft Teams (using the instructions in step 4) from the left menu is a “Calls” button. Click the calls button to enter the calling feature of Microsoft Teams. From here you can dial a phone number (with or without the area code) and then press call.
Blocking your Teams phone number to clients
To ensure your clients don’t have your direct teams phone number:
Click the three dots (
) at the top right of the browser Then click “Settings” from the menu
Then click calls from the settings options (see image)
Turn off “Caller ID”
Troubleshooting
Can’t get my verification code my Converge Office account
If you sign into your Converge account and you can’t receive the Verification code, click “try another way” on the login page where you are intending to enter the verification code. You may then be presented with an option to receive your code by Text message.
I haven’t setup Microsoft Authenticator to receive the verification code
If you haven’t setup Microsoft Authenticator application on your personal device to access converge services remotely, you’ll be prompted to set it up the first time you try logging in remotely.
Follow the on-screen steps to download Microsoft Authenticator and sign in. Once setup, you’ll use Microsoft Authenticator to get the verification code each time you sign in on a new device.
If you continue to have issues, please contact User Support here for priority login access support which is available during holiday shut down periods and during state based public holidays (but not national public holidays or weekends).
Use your personal email address when submitting a ticket and include your mobile number for us to call you on.
Camera and Microphone access for Mac
On Apple devices, when following instructions outlined in step 5, your Mac will ask for your permission to access the camera and microphone. This will be authenticated with your Mac password (the password you use when you turn your Mac on.
If you already use Microsoft Edge for other browsing needs (outside of Converge) you may need to re-enable Microsoft Edge (which is asking on behalf of Teams) to access the Microphone and Camera.
You can do this by:
Go to System Preferences / Settings application (or click the at the top left of your screen then click “System settings” / “System Preferences”
Click “Privacy” or “Privacy & Security” from the menu or left menu
Click “Microphone from the list and then turn on Microsoft Edge
Return to “Privacy” or “Privacy & Security” and click “Camera” and turn on Microsoft edge
You may be prompted to quit Microsoft Edge - please quit edge and re-open to save the changes
If on step 3 the Microphone or Camera option is greyed out or not clickable, check for a padlock icon at the bottom corner of the settings window and click it to unlock that setting. You may need to enter your Mac login password.
Need further help?
Click the button below to lodge a priority support ticket. Include your personal email and phone number for us to call you on when completing the ticket.
When you use the button below you’ll be connected to User Support as a priority level 1 ticket. Our User Support team are available to help you during any shut down period and non-national public holidays. Only use this button for assistance with any of the steps in this guide.