Personal assistant

Gregory Richmond works at Inflight Enterprises an IT service provider, at the one-man department IT Changes. This department accepts change requests from internal- as well as external customers and distributes these changes within the organization. Change requests can be announced by phone and email. Statistics reveal that customers that announce change requests by phone are served faster. Also, internal customers are helped faster than external customers, because internal customers often announce a change request and follow-up this request by visiting the IT Changes department. To reduce the difference in lead times, Inflight Enterprises approved Gregs proposal to introduce the Anywhere365 Unified Contact Center as his Personal Assistant.

 

Organization

 

Scenario

Gregory Richmond starts every day at 8:00 AM with handling incoming emails, between 9:00 AM and 12:00 PM customers can file change requests by phone. After his lunch break Gregory starts handling the second set of emails and is only available to external customers by phone. Between 15:00 PM and 17:00 PM he is available for all customers by both email and phone.

During business hours it is not possible to leave a voicemail, after business hours only internal customers are able to leave a voicemail. In case of emergency, external customers can call after business hours. These calls are redirected to Gregs cell phone.

 

 

Flow

 

Actions

Below a step-by-step guide can be found to configure a 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. for this scenario.

Prerequisites

Skills

First, the Skills “Call”, Chat Skill “Email” and Forward Skill "ForwardMobile" should be created.

Agents

Second, the Agents should be configured. A single Agent will be added using the following settings:

Skills per Agent

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

  • Call
    • 100 -SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com
  • Email
    • 100 - SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com

IVRQuestions

Fourth, the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. should be updated, using the following settings:

  • Add the Skill "Call" to the Welcome Message
  • Add the Skill "Call" to Question 0-1
  • Remove Question 0-2 and Question 0-3
  • Add desired Question/AudioQuestion

Endpoints

Fifth, the endpoints for the direct phone number as well as the emails should be created.

Once the endpoints are created in the UCC Settings, it should also be created in the 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. Topology.

  • Add "SIP:Email@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with Modality Chat and Skill Email.
  • Add "SIP:InternalCalls@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with ParentQuestion "Question 0-1".

Tip Enterprise users can add the Skill directly on the Endpoint.

 

Timer Jobs

Sixth, Timer Jobs should be configured to make the call flow dynamically as described in the situation of this scenario. Timer Jobs provide the possibility to make changes to the UCC at certain times throughout the day.

Below you can find the required Timer Jobs and the changes it makes sorting by time.

 

8:00

Event

Day

Starttime

List

Column

Item

Value

Enable Email Skill

All Days

08:00

Agent Skills

Score

Email;SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com

100

 

9:00

Event

Day

Starttime

List

Column

Item

Value

Disable Email Skill

All Days

09:00

Agent Skills

Score

Email;SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com

0

Disable forward for external customers

All Days

09:00

Welcome Message

Skill

Welcome Message

Call

Disable voicemail for internal customers

All Days

09:00

IVRQuestions

Action

Question 0-1

Skill

 

12:00

Event

Day

Starttime

List

Column

Item

Value

Enable Email Skill

All Days

12:00

Agent Skills

Score

Email;SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com

100

Enable voicemail for internal customers

All Days

12:00

IVRQuestions

Action

Question 0-1

Voicemail

 

15:00

Event

Day

Starttime

List

Column

Item

Value

Disable voicemail for internal customers

All Days

15:00

IVRQuestions

Action

Welcome Message

Skill

 

17:00

Event

Day

Starttime

List

Column

Item

Value

Disable Mail Skill

All Days

17:00

Agent Skills

Score

Email;SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com

0

Enable forward for external customers

All Days

17:00

Welcome Message

Skill

Welcome Message

ForwardMobile

Enable voicemail for internal customers

All Days

17:00

IVRQuestions

Action

Question 0-1

Voicemail