Reception

A municipality in the south of the country is focused on providing maximal support to the customers. Therefore, they decided to start using 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.. Today this organization has over 10 departments and more than 150 employees. Every department has its own 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.

This scenario describes the steps taken by Inflight Enterprises to optimize their Anywhere365 UCC for the reception desk and the two of the departments, civil- and public affairs.

Organization

Scenario

Charlotte Valencia and Melissa Simmons are responsible for accepting and forwarding incoming calls at the reception desk. There is no 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. because Inflight Enterprises wants to service their customers personally. They make use of Skills in order to forward calls to a department instead of a single person, this has great advantages:

  1. When a person is unavailable, it remains possible to forward the call.
  2. When a transferred call is not answered, the call falls back to the next available agent instead of to the front desk.
  3. No single person will be overloaded with calls, the front desk used to transfer the call to the first name on the department list.

Not only external calls, but also calls from within the organization will be handled by the reception. In this scenario, managers have a special “hot line” number which they can use to make priority calls and skip the queue.

Flow

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:

  • Two default configured UCCs

    • One for the reception (called Frontoffice)
    • One for public- and civil affairs (called Backoffice)

 

Skills

First, the Skill “Reception” should be created on the FrontOffice UCC

Next the Skills “Civil Affairs”, and “Public Affairs” should be created on the BackOffice UCC.

 

Agents

Second, the Agents should be configured. A total of 6 Agents will be added, divided between the two UCCs, using the following settings:

 

Skills per Agent

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

  • Frontoffice UCC

    • Reception

      • 100 - SIP:Charlotte_Valencia@INFLIGHT_ENTERPRISES.com

      • 100 - SIP:Melissa_Simmons@INFLIGHT_ENTERPRISES.com

  • Backoffice UCC

    • Public Affairs

      • 100 - SIP:Evan_Hoffman@INFLIGHT_ENTERPRISES.com

      • 100 - SIP:Naomi_Brown@INFLIGHT_ENTERPRISES.com

    • Civil Affairs

      • 100 - SIP:Julliete_Pinson@INFLIGHT_ENTERPRISES.com

      • 100 - SIP:Malia_Valenzuela@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. for the UCCs should be updated, using the following settings:

  • Frontoffice UCC

    • Add the Skill "Reception" to the Welcome Message

    • Remove Question 0-1, 0-2 and 0-3

    • Add desired Questions / AudioQuestions.

  • Backoffice UCC

    • Add the Skill "Public Affairs" to Question 0-1

    • Add the Skill "Civil Affairs" to Question 0-2

    • Remove Question 0-3

    • Add desired Questions / AudioQuestions.

 

Endpoints

Fifth, endpoints should be created in order to forward calls to make priority calls to the Reception and forward calls from the reception to Civil- and Public Affairs.

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

Learn More to create endpoint in Skype for Business.

  • Frontoffice UCC

    • Add "SIP:Reception_Prio@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with Parent Question "Welcome Message" and Priority True

  • Backoffice UCC

    • Add "SIP:PublicAffairs@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with Parent Question "Question 0-1".

    • Add "SIP:CivilAffairs@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with Parent Question "Question 0-2".

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

 

Settings

Sixth, the UCC settings for the Frontoffice should be changed, in order for the Reception Attendant to work properly, using the following settings.

  • Key: IsAttendant
    • Value: True

Note This enables the features for the Reception Attendant.