CallMe User Guide

Introduction

When enabled the CallMe button allows a customer to be called directly by the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. There are 2 scenarios when this can be used.

Scenario 1: Not yet connected to an Agent

1. Navigate to a page with the Anywhere365 WebChat

2. Open a Chat Session

   

3. Click on the Call Me Button

   

4. Enter your phone number and press the call button

   

5. The UCC will now call the customer on their phone number.

6. After the customer accepts the Call Me will play the announcement, Learn More

7. The customer can now press 1 to be connected to the UCC.

8. The UCC will continue the call-flow, which is configured during the installation.

Scenario 2: Connected to an Agent

1. Navigate to a page with the Anywhere365 WebChat

2. Open a Chat Session

   

3. Get connected with an Agent.

   

4. Click on the Call Me Button

   

5. Enter your phone number and press the call button

   

6. The UCC will now call the customer on their phone number.

7. After the customer accepts the Call Me will play the announcement, Learn More

8. The customer can now press 1 to be connected to the UCC.

9. The UCC will contact the agent and connect.