OneNet Business

powered by BroadSoft

Beta Trial –Enterprise Services

Jason Thals - BroadSource

August 2015

C2 VODAFONE RESTRICTED

C2 VODAFONE RESTRICTED

• 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 e-mail us:

onbtrial@broadsource.com.au

Webinar Format

• OneNet Business differentiators: FMC and Group Services• Unavailable for Beta Trial:

– ONB Client with Mobile Data Access – SIP calls may work – currently “under construction” but works with WiFi

– 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 onbtrial@broadsource.com.au

OneNet Business (ONB) Beta Trial: recap

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)

+4930419589490

Welcome

Press 1 for support or hold for other enquiries

Press 1 for support or hold to leave a message

Wait or press 0 to leave a message

Wait or press 0 to leave a message

Business Hours

After Hours

OneNet Business Beta Trial: Contact Centre Demo

OneNet Business Beta Trial: Scenarios

Customer:

• Before 5pm Call +4930419589490

• 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

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

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.

OneNet Business Beta Trial: 5 more for the brave!

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

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 E-mail to Contact

OneNet Business Beta Trial

What is next in the series?

PART 4 – Call Centre Services - feedback 15:00 Wed 19/08/15

SAVE THE DATES

Support during the Beta Trial

Downloadable applications

broadsource.com.au/onbtrial/

Quick Reference Guides

broadsource.com.au/onbtrial/

Frequently Asked Questions

broadsource.com.au/onbfaq/

ONB Beta Trial technical support

onbtrial@broadsource.com.au

Download using public Internet not Vodafone intranet

Thank you!Please provide your comments to onbtrial@broadsource.com.au

C2 VODAFONE RESTRICTED