Alcatel-Lucent OmniPCX Enterprise - edemo.al-mydemo.com MediaHouse remote demo - Ed3.pdf · OTCS...

Alcatel-Lucent Enterprise Communication Solutions

OpenTouch Customer Service Remote MediaHouse demo

November 2015 Ed. 03

OTCS MediaHouse demo 2/15 Alcatel-Lucent Enterprise Communication

Solution design

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Solution Design

Table of contents

1 Introduction ...................................................................................................................................... 4 1.1 What is demonstrated ............................................................................................................... 4 1.2 Servers ...................................................................................................................................... 4 1.3 Configuration ........................................................................................................................... 4

2 Demonstration .................................................................................................................................. 6

2.1 Media House web site .............................................................................................................. 6 2.2 Campaigns ................................................................................................................................ 6 2.3 Inbound call .............................................................................................................................. 8

2.4 Inbound call with IVR .............................................................................................................. 9 2.5 Email interaction ...................................................................................................................... 9 2.6 Instant Messaging interaction................................................................................................. 10 2.7 Facebook interaction .............................................................................................................. 11 2.8 Twitter interaction .................................................................................................................. 11

2.9 Web callback .......................................................................................................................... 12 2.10 Outbound campaign ............................................................................................................... 12 2.11 Floor plan ............................................................................................................................... 13

3 Home page / Monitoring ................................................................................................................ 13

3.1 Configuration ......................................................................................................................... 13 3.2 Customer Care ........................................................................................................................ 14

3.3 Sales ....................................................................................................................................... 14

3.4 Agents..................................................................................................................................... 14

3.5 Interactions ............................................................................................................................. 14 3.6 Outcomes ................................................................................................................................ 14

3.7 Queue ..................................................................................................................................... 14 4 Reports ........................................................................................................................................... 15

OTCS MediaHouse demo 4/15 Alcatel-Lucent Enterprise

1 Introduction

1.1 What is demonstrated

The MediaHouse demo is aimed to demonstrate the OTCS features in the most convenient and user-

friendly way.

These features include :

uSupervisor : management console

CCS : OTCSE management console

uAgent : agent desktop

Inbound calls

Outbound campaigns

Emails interactions

Instant Messaging (IM) interactions

Social Medias Interactions

Web call back

Monitoring

Reports

1.2 Servers

OTCS server : 192.168.152.2

Oxe : 192.168.152.1

1.3 Configuration

1.3.1 OTCS plug-in solution – CCD matrix

This demo is configured as the Plug-in OTCS solution, that involves the OTCSE solution.

OTCS agents are also ccd agents.

Voice interactions are routed by the oxe and other medias by OTCS.

A ccd matrix is built at the oxe side :


Solution Design

1.3.2 Windows login

Login

windows

Pwd

windows Role IPaddress

Nelly.Pfeifer

Aludemo2012 !

agent 192.168.152.100

Lucy.Moretti Agent/supervisor 192.168.152.101

Michael.fitch customer 192.168.152.102

1.3.3 OTCS login table

uAgent uSupervisor

Name Role User Extension User

Nelly Pfeifer agent Nelly 10093262

Lucy Moretti Agent/supervisor Lucy 10093263 Media House

Michael Fitch customer __ 3272 __

10091002 10091003

10091100 10091103


2 Demonstration

2.1 Media House web site

The company’s name is Media House. It proposes all sorts of products and devices in telecom area and

its web site allows customers to contact the company’s contact center through telephone, web call

back, email, IM, facebook and twitter.

Website url : http://192.168.152.2/MediaHouse/media-house-home.html

2.2 Campaigns

2.2.1 Starting campaigns

Campaigns used in this demo are :

CustomerCare (inbound)

IVRHelpdesk (inbound with ivr)

Sales (outbound, web call back)

http://192.168.152.2/MediaHouse/media-house-home.html


Solution Design

Who ? Action

Supervisor : Lucy Moretti - Connects to uSupervisor (desktop icon) with user : Media

House, no password

- Go to Configuration/Campaigns

- Starts campaigns CustomerCare, IVRHelpdesk, Sales

Supervisor : Lucy Moretti - Starts the CCS application (desktop icon)

- Login : Administrator – pwd : alcatel

- Shows the above matrix

Agent : Nelly Pfeifer - Starts the Ipdesktop Softphone (desktop icon)

- Logs in uAgent with user Nelly, no password, extension

10093262

- Logs in CustomerCare campaign

Supervisor : Lucy Moretti - Starts the Ipdesktop Softphone (desktop icon)

- Logs in uAgent with user Lucy, no password, extension

10093263

Customer : Michael Fitch - Starts the X-Lite phone (desktop icon)

2.2.2 Multilingual management

The uAgent and uSupervisor interfaces language are linked to the windows language installed on the

PC : start/Control Panel/Clock, Language and Region/Region and Language the you can modify the

Format field

The agent script language for the campaigns Customer Care and Sales may modified as well (available

languages French, English, Spanish, German, Portuguese) :

Who ? Action

Supervisor : Lucy Moretti - Connects to uSupervisor with user : Media House, no password

- Go to Configuration/Campaigns

- Select campaign Customer Care

- Go to properties/Business Data

- In the lang field, select the language

- The same for campaign Sales

- The next uAgent interaction will display in the chosen language


2.3 Inbound call

2.3.1 Demo

Who ? Action

Customer : Michael Fitch - Dials the contact center number : ccd pilot 10091002

(CustomerCare)

Agent - Receives and picks (Accept) the inbound interaction

- The customer is identified

- Agent can play with script or toolbar as described hereafter

- Then he finishes the call clicking on the “Finish” button and he

must fill in the proposed outcomes before the script can close

2.3.2 Agent script

- Agent can search for another contact in the OTCS directory

- He can Add a new contact in the OTCS directory

- Agent can go to “Info” to have a look at the customer information and update them

- Agent can go to “History” to look at the interaction history for this customer

- He can select one of the services to record a complaint or report a problem

- He can send an email, browse on MediaHouse web site, reschedule a call for a later date/time,

plan an outbound call, …

2.3.3 Agent toolbar

- Agent can call the supervisor Lucy : call and then retrieve call or conference or transfer call

- Agent can request help from the supervisor Lucy. Supervisor gets several help modes Barge-in,

Whisper-in, Listen-in, Permanent or refuse. The agent is warned about the supervisor choice.

- He can directly transfer the call using the agent name or agent extension. Looking at the

address book, he can select a free agent in a specific campaign.

- He can extend the phone call to another agent and then transfer or retrieve

- He can put the caller on hold


Solution Design

2.4 Inbound call with IVR

2.4.1 Demo

Who ? Action

Customer : Michael Fitch - Dials the contact center number : ccd pilot 10091003.

(IVRHelpdesk).

- A DDI number : +33 298 28 5553 may also be used to call the

IVRHelpdesk from any phoneset connected to the public

network.

- When asked, enter the contratct number : 111

IVR line - Picks up the call

- Menu 1 : language choice

- Menu 2 : enter account number

- Call is transferred to an agent

- Skill routing : a skill routing is done based on the chosen

language. English will be routed to Nelly, French to Lucy.

Agent - Receives and picks the inbound interaction


- The script language changes according to the language chosen

by the customer

2.5 Email interaction

2.5.1 Démo

Who ? Action

Customer : Michael Fitch - Goes to Media House web site

- Goes to “Contact Us” page

- Clicks under “Visit us at” on the email address

[email protected]

- This opens the thunderbird email tool

- Sends an email from [email protected] to

[email protected]

Agent - Receives and picks the email interaction


- Agent can reply, reply all, forward the email

mailto:[email protected]




- In the reply, from the email window toolbar, he can :

o add a predefined quick text

o save as a template

o acces the knowledge base to insert a predefined answer

o Insert a template

o Attach a document

- From the desktop email toolbar, he can transfer the call to

another agent

- Agent sends the email

Customer : Michael Fitch - Opens the thunderbird email tool

- Receives an auto acknowledge answer

- Receives the agent answer

2.6 Instant Messaging interaction

2.6.1 Demo

Who ? Action

Customer : Michael Fitch - Go to Media House web site

- Go to “Contact Us” page

- Click on “Start Web Chat”

- This opens an IM area

- Writes his email address : [email protected]

- Clicks on “call”

Agent - Receives and picks the IM interaction


- Agent chats with the customer

- He can extend the interaction to the other agent as explained

hereafter.

- Using the IM tool toolbar, he can use quick text

Agent or customer - Finishes the IM session

2.6.2 Extend/Transfert

Using the Extend button and the list menu next to him, the IM may be extended to the other agent.

This agent may accept the interaction and use the Transcript button to retrieve the exchange between

the customer and the first agent. The two agents may then chat together and the first one may retrieve

the interaction or start a conference between both agents and the customer, or transfer the interaction

to the second agent.



Solution Design

2.7 Facebook interaction

2.7.1 Demo

Who ? Action


- Stays on the welcome page and clicks on the facebook icon

- The Media House FB page opens

- Connect with any Facebook account. The demoFacebook

account is : login : [email protected]/ pwd : demoOTCS

- Writes a new post

Agent - Receives and picks the FB interaction


- Agent can answers the post, delete the post

- He can use quick text

Agent or customer - Goes on sending comments

- Agent can delete any post or comment

2.8 Twitter interaction

2.8.1 Demo

Who ? Action


- Stays on the welcome page and clicks on the twitter icon

- The Media House twitter page opens

- Connects with any twitter account. The demo twitter account is

: login : [email protected] / pwd : demo_OTCS

- Writes a new tweet to @Media_HouseCo

Agent - Receives and picks the twitter interaction


- Agent can answers the tweet, retweet

- He can use quick text

Agent or customer - Goes on sending comments

- Agent can delete any post or comment

mailto:[email protected]/



2.9 Web callback

2.9.1 Demo

Who ? Action

Supervisor : Lucy Moretti - Goes to Configuration/Campaign”Sales”/Properties/Contact

Lists

- Checks that the “WebCallBack” contact list is started

- Otherwise right click on “WebCallBack” and “Manual start”

Customer : Michael Fitch - Goes to Media House web site page “Contact Us”

- Click on the “Request a call back” picture

- In the template enters :

o Name : Challan

o Phone number : 3272

o You want a callback : immediately

- Clicks on the “Call me” arrow

Agent - Is logged in the “Sales” campaign

- Receives a preview outbound interaction and accepts it

- Agent can classify the call (click on “Classify” icon) and

choose the call result before finishing the interaction

- He can call the customer (“Call” icon) and go on with the script

when the customer answers. Choose the call result before

finishing the interaction

2.10 Outbound campaign

2.10.1 Demo

Who ? Action

Supervisor : Lucy Moretti

- Login uSupervisor with user “Media House”, no password

- Goes to Configuration/Campaign selects “Sales”

- Goes to Properties/Contact Lists selects “Satisfaction”

- Double click on contact list “Satisfaction”

- Goes to Properties/Contacts

- Choose the “all contacts” view

- Click on the “edit the current view” icon

- From the “Properties” folder, drag and drop the “Business

status” element in the “Filter Conditions” window


Solution Design

- In the “Business status filter” indicate Operator “in”, values

select “Qualified-done” and “success-done” then click on Ok

on both windows.

- Selects all the contacts (check icon in the taskbar) and resubmit

them all (clock in the taskbar)

- Change the status from “Done” to “started”, on next page

change “agent” to a blank field then finish

- Select then the “ready contacts” view where all the “started”

contacts may be seen

- Starts the contact list (right click on contact list : Manual Start)

Agent - Is logged in the “Sales” campaign

- Receives a preview outbound interaction and accepts it

- Agent can classify the call (click on “Classify” icon) and

choose the call result before finishing the interaction

- He can call the customer (“Call” icon) and go on with the script

when the customer answers. Choose the call result before

finishing the interaction

- To call Michael Fitch, change the Home Phone number to

“3272”

Customer : Michael Fitch - Takes the call

Supervisor : Lucy Moretti - Stops the campaign going back to Contact List, right click on

“Satisfaction” then “Manual stop”

2.11 Floor plan

A floor plan has been designed to show the agent’s physical location in the call center.

This is available on the management portal from the “Home”/”Configuration” personal page or from

“Monitoring/easy/Floor Plans/Demo team”.

3 Home page / Monitoring Although a lot of graphs and data may be seen from the monitoring tab and a lot more may be built

from the configuration tab, some views have been designed and are available from the Home tab.

These are :

3.1 Configuration

This page helps in managing the call center. 4 different pages present :

- The demo campaigns that must be started

- The call center floor plan


- The demo human agents status

- The demo automated agents status

As this page is build from configuration pages, management may be done directly from it.

3.2 Customer Care

This is a monitoring page that shows the talking, handling and processing time distribution for the

Customer Care inbound campaign

3.3 Sales

This is a monitoring page that shows the call results for the Sales outbound campaign

3.4 Agents

This page shows the “not ready” reasons for the Customer Care campaign and the agents performance

for the Sales one.

3.5 Interactions

This page shows the different media distribution and the interaction results for the Customer Care

campaign.

3.6 Outcomes

This page shows the outcomes for the Sales campaign.

3.7 Queue

This page shows :

- The interactions currently waiting in the queue

- The service level

- The queued interactions time distribution

The monitoring time frame is generally set to “Today”, but may easily be changed by clicking on

the “set context” icon at the top of each graph and changing the “Monitoring time frame” field.


Solution Design

4 Reports

In the management Portal, the Reports tab is used to create reports templates and generate reports.

As an example, in the “View Reports”, the “Customer Care Outcomes” report may be used.

- Indicate the date and starting time of the outbound campaign demo, the date and ending time of

the demo (for example the current month) and click on “View Report”

- In Rich Report, click on “Export report to XLSX format”

- Then answer with “open” to “Do you want to open or save…”

- An Excel file opens with 3 sheets. Results are in the Raw Data sheet

- The Excel template has been designed so that the Presentation sheet shows result graphics

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