Student and Teacher

Inflight University has decided to implement 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.. Since the license structure is server based, with no additional user licenses, the university will assign each member of the teaching staff its own UCC and allow all students to be connected. The end user is given the flexibility to set up the behavior of their individual UCC.

Professor Armstrong is keen to utilize the UCC since he not only interacts with a large body of students via email, phone and chat. He is also the faculty dean and has to be available for his colleagues. He has a hard time managing his accessibility and believes the Anywhere365 UCC may help him and his students to be more productive.

Organization

 

Scenario

Professor Armstrong decides to divide his contacts into two groups; Students and Teachers & Colleagues.

For direct interaction, he wants his students to only be able to reach him via the chat during specific hours. He wants to limit the number of concurrent chats to be no more than 3. Since his students not all have Lync or Skype for Business available at all time, it’s necessary that students can also reach him via a chat functionality on the university’s website. All dialogs need to be stored and available to search, while some voice calls will need to be recorded for future playback.

Teachers and other colleagues will have the option to reach Professor Armstrong by phone. Due his position as faculty dean, he wants to be available to his colleagues at all times. To satisfy this requirement, he will configure the UCC to automatically forward incoming calls from his colleagues to his cell phone if he’s not available at his desk. Persons outside of this group will not be able to reach him on this mobile device.

Flow

Actions

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

Prerequisites

  • A default configured UCC

  • WebChat installed and configured

Skills

First, the Skill “Student_Chat” should be added.

Agents

Second, the Agent Jason Armstrong should be configured, using the following settings:

Skills per Agent

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

  • Chat_Jason_Armstrong
    • 100 - SIP:Jason_Armstrong@inflight_university.com

Business Hours

Fourth, the business hours should be configured, using the following settings (by default the contact center is open 24/7):

  • Monday
    • 08:00 - 16:00
  • Tuesday
    • 08:00 - 16:00
  • Wednesday
    • 08:00 - 16:00
  • Thursday
    • 08:00 - 16:00
  • Friday
    • 08:00 - 16:00

Endpoints

Fifth, an endpoint should be created in order to forward chats from students to the professor Jason Armstrong.

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

  • Add "SIP:Studentchat_Jason_Armstrong@inflight_university.com" as Modality Endpoint with Modality "Chat" and Skill "Student_Chat"

Settings

Next we need to add a setting to the UCC.

  • Add the setting "MaxChatsPerAgent" with value "3" to the Settings list.

Note This limits the maximum number of chats of an Agent to 3.

Warning Make sure that there are at least 3 ChatHunt endpoints. Learn More


Skype for Business / Microsoft Teams client

Lastly Jason Armstrong needs to setup his Skype for Business / Microsoft Teams clients.

  • Jason Armstrong needs to forward unanswered calls to his mobile.
    • If Jason Armstrong is available he will receive the Call directly, if he isn't available the calls will fallback to the UCC.