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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 (>UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.) in combination with their existing Microsoft Teams 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 IVR Interactive Voice Response, or 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:

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