Support Desk

Inflight Enterprises is a company selling hardware and software and provides support to users of these products. In order to extend the availability of the support desk for customers, Inflight 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 UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.) in combination with their existing 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 is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. platform. Today the support organization consists of 1 manager and 3 support desks (sales, hardware, and software), each with 2 employees that work on a central contact center.

This scenario describes the steps taken by Inflight Enterprises to optimize their Anywhere365 UCC for this situation.

 

Organization

 

Scenario

In order to get forwarded to the right support desk (sales, hardware or software) an 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. is used.

Terry Sneider, the manager, is not part of the contact center, but should be available for the sales support desk, as second-line advisor. He should be able to listen to conversations, both real time as well as offline.

Also, calls from the software- and hardware support desk that cannot be answered will be forwarded to a supplier of SystemHelp.

In case there are too many customers waiting in the queue, these customers have the possibility to leave a voicemail.

Terry Sneider is available outside business hours (between 18:00 PM and 9:00 AM) in case of emergency.

 

Flow

 

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

 

Prerequisites

• A default configured UCC

Skills

First, the Skills “Hardware”, “Software” and “Sales” should be added.

Next a forward Skill “Redirect” should be added.

Agents

Second, the Agents should be configured. A total of 6 Agents will be added, only the support desk employees (the manager will be configured in the next step), 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.:Juiliete_Pinson@INFLIGHT_ENTERPRISES.com
• SIP:Keith_Sanders@INFLIGHT_ENTERPRISES.com
• SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com
• SIP:Naomi_Brown@INFLIGHT_ENTERPRISES.com
• SIP:Jon_Henry@INFLIGHT_ENTERPRISES.com
• SIP:Marlene_Withley@INFLIGHT_ENTERPRISES.com

Supervisor

Third, the Supervisor should be configured (in order to listen to conversations). A Supervisor will be added, only the manager of the support desks, using the following settings:

• SIP:Terry_Sneider@INFLIGHT_ENTERPRISES.com

Skills per Agent

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

• Hardware
  • 100 - SIP:Juilete_Pinson@INFLIGHT_ENTERPRISES.com
  • 100 - SIP:Keith_Sanders@INFLIGHT_ENTERPRISES.com
• Software
  • 100 - SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com
  • 100 - SIP:Naomi_Brown@INFLIGHT_ENTERPRISES.com
• Sales
  • 100 - SIP:Janson_Tenson@INFLIGHT_ENTERPRISES.com
  • 100 - SIP:Marlene_Withley@INFLIGHT_ENTERPRISES.com

IVRQuestions

Fifth, the IVR should be updated, using the following settings:

• Add the Skill "Hardware" to Question 0-1
• Add the Skill "Software" to Question 0-2
• Add the Skill "Sales" to Question 0-3
• Create a new Question
  • Title: Question 0-4
  • Choice: 4
  • Voicemail: True
• Add desired Questions/AudioQuestions
• Add the Skill "Redirect" to Message Closed

Business Hours

Sixth, 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
  • 09:00 - 18:00
• Wednesday
  • 09:00 - 18:00
• Thursday
  • 09:00 - 18:00
• Friday
  • 09:00 - 18:00