Boss and Secretary

Inflight Enterprises' sales department is managed presently by two managers each relying on two secretaries that all share a central office. As the company is growing fast this is expected to change in the near future. In order to increase the accessibility of the managers, Inflight decided to use the Anywhere365 Unified Contact Center (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.) in combination with Microsoft LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. and Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses.. This situation calls for what is known as a 'Boss and Secretary Forwarding Group' where calls to each manager are routed via the central secretary office in a way that suits their needs best.

 

The company is growing fast. Since Anywhere365 does not require user licenses, the central secretary office can grow along with the ambitions of Inflight Enterprises.

 

Organization

 

Scenario

Michael Park

The Consulting Sales manager, is in frequent contact with his consultants and wants to receive all calls directly.

Only if he is not available the secretary group should answer calls that are intended for him, preferably by Agents from his team.

James Armstrong

The Product Sales manager, participates in many meetings and wants to receive important calls only.

The secretary group answers and filters all calls, they only forward important calls to Mr. Armstrong. Calls should be answered preferably by Agents his team.

When the secretary group is not available, or the office is closed after 17.30 PM Mr. Armstrong would like to be able to decide whether or not he is available, regardless of his workplace at the office, at home or while using his smart phone.

 

Flow

There are two fields of expertise, Product Sales and Consulting Sales. Based on the field of expertise the right person should be selected.

In the case of Consulting Sales, Michael Park will always receive the call. If he is not able to answer the call, it will be forwarded to the one of the two available secretaries (Susan Wiliamson and Keith Sanders).

In the case of Product Sales, James Armstrong wants only to receive important calls, all calls will be forwarded to one of the two available secretaries (Marlene Withley and Abigail Mejia). After 17:30 he wants to choose if he wants to answer the call directly.

Actions

Prerequisites

To use this Role modelRole models are example configurations of a UCC that performs a specific function., the following prerequisite must be met:

Skills

First, the Skills “Product Sales” and “Consulting Sales” should be added.

Agents

Second, the Agents should be configured. A total of 6 Agents will be added, 2 managers and 4 secretaries, using the following settings:

Skills per Agent

Third, the added skills should be linked to the configured agents, using the following settings:

  • Consulting Sales
    • 90 - SIP:Susan Wiliamson@inflight_enterprises.com
    • 90 - SIP:Keith_Sanders@inflight_enterprises.com
    • 100 - SIP:Michael_Park@inflight_enterprises.com
  • Product Sales
    • 100 - SIP:Jason_Armstrong@inflight_enterprises.com
    • 90 - SIP:Marlene_Withley@inflight_enterprises.com
    • 90 - SIP:Abigail_Mejia@inflight_enterprises.com

Routing

Lastly we need to create a entry in the Inbound Routing table.

Tip A useful site to create your own regex is www.regex101.com

  • Michael Park
    • Add Item
      • Match From = (?s)^((?!susan_wiliamson|keith_sanders).)*$

        Note: (?s)^((?!susan_wiliamson).)*$ means include everybody without susan_wiliamson in the SIP address.

      • Match To = michael_park
      • Action = Skill
      • Skill = Consulting Sales
  • Jason Armstrong
    • Add Item

      • Match From = (?s)^((?!marlene_withley|abigail_mejia).)*$
      • Match To = jason_armstrong
      • Action = Skill
      • Skill = Product Sales