Beta Trial Contact Centre
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1 OneNet Business powered by BroadSoft Beta Trial Contact Centre Jason Thals - BroadSource August 2015 C2 VODAFONE RESTRICTED
2 Webinar Format Please raise questions via chat we ll answer the easy ones and questions that apply to everyone at the end of the session We ll tackle the more complex or user specific queries later You can also us: C2 VODAFONE RESTRICTED
3 OneNet Business (ONB) Beta Trial: recap OneNet Business differentiators: FMC and Enterprise Services Unavailable for Beta Trial: VF Guest Wi-Fi quality not guaranteed ONB with Lync ONB with CompanyNet ONB with VoLTE ONB efax ONB (Loki) self-care portal Emergency calling from fixed line services (SNOM handsets) Clients and Quick Reference Guides broadsource.com.au/onbtrial/ FAQ broadsource.com.au/onbfaq Help during the trial
4 OneNet Business Beta Trial: Functionality ONB offers a voice only contact centre suitable for small teams of multi-skilled agents It s also a reasonable back-up for a large operation (one Telco in Asia-Pac uses a similar strategy to underpin 28,000 seats of Genesys) The service is anchored at the ONB core, so the contact centre inherits the scaling, reliability and feature release cycle of ONB (very different to a customer premises based key system/pabx) Key Features Include: ONB offers a web-browser based soft-phone for agents and supervisors The ONB contact centre portal for admin and reporting is also web based ONB customer brandable Automated Attendant and Music on Hold Queuing with priority Time of Day and Day of Week based treatments as well as public holidays and other special events Agents can access multiple queues and can do some advanced tricks like plucking an individual call from queue (eg someone you just spoke to is calling back through the main number)
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6 OneNet Business Beta Trial: Contact Centre Demo Business Hours Press 1 for support or hold for other enquiries Wait or press 0 to leave a message Welcome After Hours Press 1 for support or hold to leave a message Wait or press 0 to leave a message
7 OneNet Business Beta Trial: Contact Centre Scenario Customer: Call Listen to the prompts and press 1 to speak to the support team Wait until you re answered Repeat, but this time leave a message Repeat after 5pm and speak to an agent Do this as many times as required by the agent and supervisor for them to complete their tasks Agent: Login to the agent client, change your password Login to UC-One for PC or Mac Change your state to available through the agent interface (not UC-One) Answer the first call presented Hang-up, change state to available again, but this time do not answer the call presented. Log back in, answer the next call and transfer (consultative) to your supervisor. Change to wrap-up and make an outbound call. Supervisor: Login, change your password Ensure you re logged in with UC- One on your PC or Mac too Change your state to wrap-up in the Supervisor interface (not UC- One) Monitor the agent queue and promote a call so that it gets answered first Accept the escalation call from the agent on your PC Accept the next escalation call on your mobile After several calls have been made run an agent call - daily report Run several other reports
8 OneNet Business Beta Trial: 5 more for the brave! Agent: 1. Call someone back using a call history event 2. Start a conference call, hold then resume the conference call, add a caller, then drop that caller, leave the conference. 3. Generate a call trace 4. Tag a Call Centre Call with a Disposition Code 5. Send to Contact Supervisor: 1. Silently Monitor an Agent s Current Call 2. Change an Agent s ACD State 3. Enable Night Service Override or Forced Forwarding 4. Reorder a call in queue 5. Schedule a report to run later in the day
9 OneNet Business Beta Trial What is next in the series? Scenarios Contact Centre, Reception, Hunt Group 10am to 11am Monday 24 th Aug. (Note: 10 to 10:30 is after hours, 10:30 to 11am is business hours.) Scenario Feedback Tuesday 25 th Aug In English at 9:30am and in German at 10:30am
10 Support during the Beta Trial Downloadable applications broadsource.com.au/onbtrial/ Quick Reference and User Guides broadsource.com.au/onbtrial/ Frequently Asked Questions broadsource.com.au/onbfaq/ ONB Beta Trial technical support Download using public Internet not Vodafone intranet
11 Thank you! Please provide your comments to C2 VODAFONE RESTRICTED
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