CallMe User Guide

Introduction

When enabled the CallMeCallMe adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs. button allows a customer to be called directly by the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.. There are 2 scenario's 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.