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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.


Access the portal

Screenshot of the Converge Phoenix Portal login screen

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.

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, raise 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.

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.

To do this, in Microsoft Edge and Google Chrome browsers (Windows and Mac), click the three dots or three lines near the top right of your web-browser window. Then from the drop down menu, change the Zoom level to between 70 to 80%.

For Apple Safari browser on Mac, click the “View” menu from the top of your screen and from the drop down menu, click Zoom out 2 or 3 times. For Apple Safari browser on iPad, tap the “AA” icon at the top of your web-browser and from the pop up menu, tap the small A to the left of 100% 2 or 3 times.

For more information, view this article: Browser options and Phoenix troubleshooting


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.

A screenshot of the Quick View page

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.


Quick View guides

Rebooking clients

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 User Support team (people.assistadmin@convergeintl.com.au). Failure to comply with this is a breach of your contract with Converge International.

Completing appointments

Marking a session as no-show, cancellations and editing appointments


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.

Invoicing Converge

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.

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.


My calendar and your availability

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.

To amend your working days please contact the User Support team at people.assistadmin@convergeintl.com.au

Below the work schedule, you’ll see your Break periods (holidays).

To amend your break periods, including partial days off and whole days off, please contact the User Support team at people.assistadmin@convergeintl.com.au


Personal information and banking details

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).

Once in the My Profile section you’ll see your “Consultant Summary” with your important details. Below this are sub-menu options including Personal where you can view your working location address, contact details etc, and the Payments tab where you can view payment bank details.

To edit information in any of the sections in “My Profile” contact the People, Culture & Learning team at people@convergeintl.com.au


Key contacts

Here’s the key teams to contact at Converge International and what to contact them for:

Reason

Team

Email

Calendar scheduling enquiries (break periods & changes in hours), annual & personal leave & supervision enquiries

User Support Team

people.assistadmin@convergeintl.com.au

For login issues, troubleshooting, help & guidance in the Phoenix portal and anything else

User Support Team

Support - Converge International

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

people@convergeintl.com.au

FIT Survey

https://convergeintl.atlassian.net/servicedesk/customer/kb/view/116654121

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