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

• A default configured UCC

• An installation of the Anywhere365 Email Dialogue Provider

• An installation of the Anywhere365 Email extension for 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. or 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. client

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:

• SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:Gregory_Richmond@INFLIGHT_ENTERPRISES.com

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 Lync 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".

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

9:00

12:00

15:00

17:00