Netcall patching works: 1 November, 8pm – 11pm

October 31, 2023

As part of the Trust wide Project to modernise the telephony some changes are planned to be made on Wednesday 1 November, 8pm – 11pm.

This applies to the Netcall Liberty system (only) and is to update the Liberty system (server patching) prior to Liberty being upgraded at a later date (to be confirmed) to the latest version – called “Converse”.

The areas below may be impacted by the change although the impact will be minimal. Colleagues may need to log out and log back in again. That may be needed more than one time though this will only be needed between 8pm – 11pm.

Number	Department/function	Service lead	Potential impact and mitigation
0121 554 3801 and 0121 553 1831	Switchboard	tarun.dewat@nhs.net and jaswinder.sandhu@nhs.net	Increased amount of calls is a small risk, if the IVoR has issues. In this instance dialling “0” will not connect with Switchboard and colleagues should use 6599 direct to switchboard or the 2222 emergency number both of which will be unaffected.
4050	IT help desk	tarun.dewat@nhs.net and pardip.mahay@nhs.net	The contact centre agents may be randomly logged out (as detailed above) although the calls will not be lost as calls are not accepted on that web server.
8181-5 and 4999	Purple phones	sally.arnold-jones2@nhs.net	Any agents may be randomly logged out (as detailed above) although the calls will not be lost as calls are not accepted on that web server.
4440	BMEC greeting 2020	maggy.guirguis1@nhs.net	This service could be affected.

In the event IVoR has issues and dialling “0” does not connect you to switchboard please dial 6599 which is a backup line direct to switchboard.

Alternatively dial the 2222 emergency number if appropriate.

Netcall Voicemail services may be temporarily unavailable between 8pm – 11pm.

All Netcall services will be restored no later than 11pm.