Team Variation

Insurance company Inflight Enterprises aims for direct communication with their clients. Therefore they implemented the Anywhere365 Unified Contact Center (UCC) 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 Business. Today the organization has three different departments, consisting of three different teams with two agents each. Every department has its own UCC.

This scenario describes the steps taken by the department Life & Health of to optimize their availability.

Organization

Scenario

Every team leader is allowed to organize the team's accessibility, but there are some ground rules. First of all each team should by default be accessible by means of 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.. Based on the caller's choice the call is transferred to a team member based on availability and skill.

Next to the IVR traffic, each team has its own direct phone number. How these calls will be distributed among the team members can be decided by the team leader.

 

Malia Valenzuela, team leader of team 1, wants to receive all incoming calls from the direct phone number. Only if he is not available the calls should be forwarded to one of its team members in an ordered sequence (serial-hunting).

 

The team leader of team 2, Terry Sneider, also wants to receive all incoming direct calls. However, if she is not available the call should be forwarded to any available team member based on who is longest idle.

The third team leader, Melissa Simmons, thinks the distribution of the direct calls should function the same way as with the IVR. So any available agent should receive the call.

 

Flow


Actions

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 “L&H1”, “L&H2”, and “L&H3” should be added.

 

Agents

Second, the Agents should be configured. A total of 9 Agents will be added, 3 for each team, using the following settings:

  • SIP:Malia_Valenzuela@INFLIGHT_ENTERPRISES.com
  • SIP:Julliette_Pinson@INFLIGHT_ENTERPRISES.com
  • SIP:Keith_Sanders@INFLIGHT_ENTERPRISES.com
  • SIP:Gregory_Richmond@INFLIGHT_ENTERPRISES.com
  • SIP:Terry_Sneider@INFLIGHT_ENTERPRISES.com
  • SIP:Naomi_Brown@INFLIGHT_ENTERPRISES.com
  • SIP:Jon_Henry@INFLIGHT_ENTERPRISES.com
  • SIP:Marlene_Whitley@INFLIGHT_ENTERPRISES.com
  • SIP:Melissa_Simmons@INFLIGHT_ENTERPRISES.com

 

Skills per Agent

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

  • L&G1
    • 100 - SIP:Malia_Valenzuela@INFLIGHT ENTERPRISES.com
    • 80 - SIP:Julliette_Pinson@INFLIGHT ENTERPRISES.com
    • 60 - SIP:Keith_Sanders@INFLIGHT ENTERPRISES.com
  • L&G2
    • 80 - SIP:Gregory_Richmond@INFLIGHT ENTERPRISES.com
    • 100 - SIP:Terry_Sneider@INFLIGHT ENTERPRISES.com
    • 80 - SIP:Naomi_Brown@INFLIGHT ENTERPRISES.com
  • L&G3
    • 100 - SIP:Jon_Henry@INFLIGHT ENTERPRISES.com
    • 100 - SIP:Marlene_Whitley@INFLIGHT ENTERPRISES.com
    • 100 - SIP:Melissa_Simmons@INFLIGHT ENTERPRISES.com

 

IVRQuestions

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

  • Add L&H1 to Question 0-1
  • Add L&H2 to Question 0-2
  • Add L&H3 to Question 0-3
  • Add desired Question/AudioQuestion

 

Endpoints

Fifth, the endpoints for each team’s direct phone number should be created.

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

Click here to learn how to create endpoint in Lync/SFB.

  • Add "SIP:L&H1_Direct@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with ParentQuestion "Question 0-1".
  • Add "SIP:L&H2_Direct@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with ParentQuestion "Question 0-2".
  • Add "SIP:L&H3_Direct@INFLIGHT_ENTERPRISES.com" as Modality Endpoint with ParentQuestion "Question 0-3".

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