Contact Centre Introduction and Configuration

Contact Centre Introduction and Configuration

Omnivigil’s unified telecommunications service offers a global, cloud-based contact centre solution. It enables intelligent and seamless routing between your agents and customers, regardless of their means of telecommunication. This service will build customer loyalty by enhancing your image, while optimizing your agent capabilities.

Call flow

Our call flow options allow you to customize everything you expect from a contact centre: business hours, call queues, music on hold, announcements, voicemail, routing, and call forwarding rules.

Distribution by skills

Configure your organization, decide which agents enter which queue, select priority, and use our automatic call routing distribution to direct calls to the right agents.

Roles

Once the user has been created, you need to assign one or many roles that involves a set of permissions on different modules. Four different roles are available for contact centre services:

  • Contact Centre – Administrator: Allows the user to fully manage the contact centre data and settings: Persons, Extensions, Phone Numbers, IVR, Guide Messages, Skills, Agents, Call Queues, Supervisor Dashboard, Call Flow and Distribution, Personalized Waiting and Voice Mailbox. In addition, this role provides access to advanced features on call waiting such as Transfer Call, Answer Call, Call, Whisper, Listen and Steal.
  • Contact Centre – Operator: Allows the handling of items that are likely to have frequent changes: phone numbers, message prompting, agents, call queues, music tracks, advertising messages, IVR. In addition, this role gives access to advanced features on call waiting such as call transfer, call answer, call, whisper, listen and steal.

  • Contact Centre – Responsible Agent: Allows to log in as an agent, to access the console (only the queues in which one is assigned) and then to be directed calls based on the queue settings.

  • Contact Centre – Agent: Allows to log in as an agent, have access to the console (only to the queues in which one is assigned) and then be directed calls based on the queue settings.

Skills

To route by skills, the first step is to make a list of the skill sets being addressed by the queues. These can be further assigned to the queues, the agents, and the action in the phone number. The skills are used to differentiate/prioritize the handling/routing of calls in the contact centre to the agents.

The queue as well as the agent may have one or more skills. This helps to determine and specify the need of the caller through the option dialled by the caller and will direct the caller to the best trained agent (skills) to answer the call.

Note that agents only see the queues in which they are assigned.

Prenons par exemple une file d’attente « Soutien Technique / Systèmes d’exploitation ».

For example, let us take a “Technical Support / Operating Systems” queue.

  • We could find the three skills “Windows, Linux and MAC.

  • The phone action could have the three following actions:

    • If you are on Windows dial 1.
    • If you are on Linux dial 2.
    • If you are on MAC dial 3.

We will therefore have agents assigned to the “Technical Support / Operating Systems” queue. However, these agents may have one or more of these skills. The call in the queue will be queued and reserved for agents with the requested skill. An agent with the “Windows” skill cannot be assigned a call with the “Linux” skill.

In the case of overflows, the skills can be set to no longer be considered.

Add a skill

  • Select from the Contact Center menu | Skills.
  • Press New.
  • Enter the Name and a Short Description.
  • Press Save.

Edit a Skill

  • Select from the Contact Center menu | Skills.
  • Open the skill you want to edit.
  • Press Save.

Deleting a Skill

  • Select from the Contact Center menu | Skills.
  • Open the skill you want to delete.
  • Press Delete.

Agents

The agent oversees answering phone calls and requests from his company’s clients according to his schedule, availability, and skills. He/she must listen or read, understand, and solve the problems raised by the caller within a reasonable time frame. He or she performs his or her task by following the guidelines set by the company and ensures that the client’s request is properly respected. An agent may be in more than one line. Skills assist in routing calls. The agent is supervised by a supervisor who regularly analyzes (listens to) his calls or other interventions.

An agent is a person who will be assigned skills, an agent extension number, and a connection on the device to the contact centre at the beginning of his shift. The agent extension is not a telephone extension and does not have voice mail or access to call forwarding features.

Add an Agent

  • Select from the Contact Center menu | Agents.
  • Press New.
  • Select the person to whom you wish to assign the agent function.
  • Select the Extension Number that you wish to assign to him/her.
  • Select the Skill(s) the agent has.
  • Enter the four-digit password that will allow the agent to log on to the contact centre.
  • Press Save.

Once the agent is added, a series of parameters will be available through the following tabs:

  • Registration (optional)
    • Once the service and the option are activated by OMNIVIGIL, users with the Contact Center – Administrator role can listen in on calls for training, evaluation or to handle a complaint.
  • Advanced (optional)
    • Select the number to be displayed for outgoing calls from the agent.
    • Enter the name you wish to display.
    • Select the Confidential option if you want the agent calls to display Unknown.

Modify an agent

  • Select from the Contact Center menu | Agents.
  • Open the Agent you want to edit.
  • Make the changes.
  • Press Save.

Deleting an Agent

  • Select from the Contact Center menu | Agents.
  • Open the Agent you want to delete.
  • Press Delete.

Call Queue

The call queue allows to keep people waiting while maintaining their order of arrival. The flow and distribution of requests (calls) can be managed in different ways based on the skills required and the strategies put in place.

Add a Queue

  • Select from the Contact Center menu | Queue.
  • Press New.
  • Enter a Name such as “Technical Support.”
  • Select the Extension Number you wish to assign to it.
  • Select the agent(s) you wish to assign to this queue. Once they are connected and available, they will be able to receive incoming calls from this queue.
  • Select the skill(s) of this queue or that will later allow to differentiate or prioritize calls to the agents by a phone number or an option in virtual receptionist, for example.
  • Select the personalized waiting (optional) you wish to assign it. Note that this option requires the optional service “personalized waiting.”
  • Select the preferred call distribution strategy.
  • Press Save

Once the queue is added, a range of settings are available through the following tabs:

Mobile Agent

Add agents who, if additional staff are needed, will be able to log in/out of the queue through the portal on their home page. Detailed operation of the mobile agent can be found in the mobile agent section.

Access Code

The queue automatically falls into restricted access if one or more access codes are configured. Only people with an access code can enter it. This is especially useful for a queue reserved for, privileged partners, customers with a service plan, etc.

Operating Hours

  • Operating hours: select the operating hours of the queue. Note that the queue can also be managed by the automated receptionist.
  • Skills: select the skill to which the waiting people will be routed when the queue closes according to its schedule.
  • Queue: select the queue to which the waiting people will be directed when the queue closes according to its schedule

Limit – Number of calls

  • Number of calls (Closing): Select the maximum number of calls accepted in the queue. For example, if the number is 10, the queue will close on the 11th call waiting. Calls in progress will not be counted towards the limit. Only calls in the queue are counted.
  • Message prompt (Closing): Select the message that will be played to incoming calls if the queue is closed due to the Limit – Number of calls reached.
  • Component menu (Close): Select from the list, the menu component to which you want to direct incoming calls if the queue is closed due to the Limit – Call volume reached. If no component is selected, the call will be hung up after the message prompt (Closing) is played.

Overflow

The overflow enables you to set boundaries as well as options once the limits have been reached. The queue presence (BLF) flashes red to alert agents that the queue has fallen into overflow (configurable).

    • Maximum number of calls: Select the maximum number of customers waiting in the queue before the queue goes into overflow. For example, if the number is 10, the queue will overflow on the 11th call. This can also be changed using the dashboard.
    • Maximum number of minutes: Maximum number of minutes the queue can wait before it goes to overflow.
    • Customized Waiting (Overflow): Select the custom wait message that will be played if the queue goes to overflow.
    • Routing – Queue: Select the queue(s) to which calls will be sent if the current queue goes to overflow.
    • Routing – Skills: Check if you want the skills note to be considered if the queue goes to overflow.
    • Overflow status: The queue will be overflowed if all agents are in one of the selected statuses.
    • Enable overflow indicator: If enabled, a visual overflow indicator on the devices will blink on the presence buttons of the queue.

Status

This option allows you to schedule an automated change in the Status of the agents in the queue. Once the call is completed by the agent, by default its status changes from “On Call” to “Closing Call.”

  • Change: This option allows you to program an automated change from Closed to the preferred status.
  • Change Timeout: Select the time delay to be respected before the automatic change in the Change field is applied.
  • External outgoing call: Select the status of the agent during an external outgoing call (default: Outgoing call in progress).
  • End external outgoing call: Select the status of the agent when the external outgoing call is over (Default: Close call).
  • Internal outgoing call: Select the status of the agent during an internal outgoing call (default: Work).
  • End Internal Outgoing Call: Select the status of the agent when the internal outgoing call is ended (default: Available).

Strategy

Select the preferred queue’s routing strategy for choosing the agent for the next request.

  • Strategy
    • Random – Randomly routed to an available agent.
    • Random/Language – Routing to an agent available at random but considering the client’s language. The selection of the agent considers the parameter spoken language.
    • Least busy in the last 24 hours (considering the language).
    • All agents simultaneously
    • All agents who are not in a call simultaneously
  • Call Waiting: Select when the call should be put on hold:
    • Immediately put on hold when the caller enters the queue: The caller will be put on hold while the call is transferred to the next agent that becomes available according to the strategy. Music on hold will be heard. From SIP point of view the dialogue is open (200 OK).
    • Do not put on hold, let it ring until an agent answers: The caller will not be put on hold. The call will continue to ring until an agent answers. From the SIP point of view, the dialogue will only be opened (200 OK) after an agent answers. Very useful in a context of cascading from one call centre to another.

Waiting Time Limit

  • Number of minutes: Select the number of minutes a caller can wait in the queue. Once this time limit is reached, the caller will be redirected to the voice mailbox selected in the Voice Mail field.
  • Voicemail: Select the voicemail destination if the caller reaches the maximum waiting time in the queue.
  • Component menu: Select the Menu component to which the waiting calls will be directed once the waiting time has been exceeded. Note that if a voice mailbox is selected along with a Component Menu, the voice mailbox will be ignored.

Option 1 (voicemail or callback)

The option is customizable per queue.

  • Option – Voicemail: Selecting a voicemail immediately activates the feature as well as a message offering the option in the queue to dial 1 to leave a message in the selected voicemail. An according system message will be played. This can be personalized with promotional messages.
  • Option – Callback (position):
    • Selecting a quantity in this option activates the “Callback” feature in the queue, allowing people in the queue to dial 1 allowing them to leave their phone number and then be called back through the queue once their turn corresponding to the selected position is completed.
    • The selected number is the number of calls from which the function is operational. For example, if there are 5 agents in the contact centre, the number could be, for example, 10. Calls on hold from the 1st to the 10th will not be able to use the “Callback” feature. However, the 11th call will be able to use it. When it is the next call in the queue, the system will call it back. If there is no answer, the system will call back three times with a two-minute interval between each try.
    • If a setting is activated in the “Option – Callback (setting)” field, the “Option – Voicemail” function is automatically deactivated and replaced by the “Callback” function. This message can be customized if you wish by selecting one of the messages of the customized waiting service.
    • An adaptable system message will be played. This can be customized by the advertising messages.
    • It is also possible to customize or replace the message prompts that are played to people who have selected option 1 for Rappel/Callback. To do so go to the General settings section of the contact centre. Once the feature is activated, calls waiting in the console will be displayed in front of one of the icons below:

Edit a Queue

  • Select from the Contact Center/Queues menu.
  • Open the queue you wish to edit.
  • Make the changes.
  • Press Save.

Deleting a Queue

  • Select from the Contact Center/Queue menu.
  • Open the queue you wish to delete.
  • Press Delete.

Global Setup

The contact centre settings allow you to set behaviours for all queues in the account. These are available through the Contact Center | Setup menu.

The “General” tab

This section contains several parameters for warning behaviour on agent status changes.

Option 1 – “Rappel/Callback” tab

This section allows you to customize or replace the set of message prompts that are played to people who have selected option 1 for the Rappel/Callback. To do so you must first save all the message prompts that will replace the system messages. To make it easier for you, here are the texts that are used in the default messages:

  • Save name: After the tone, please save your name and press the pound button.
  • Save Number: Enter the 10-digit phone number followed by the pound sign where you wish to be called back. Please note that business numbers with an extension are not supported.
  • Number Confirmation: You wish to be called back to the number you have dialled.
  • Confirmation options: Dial 1 to confirm or dial 2 to start over.
  • Goodbye before reminder: Thank you! You will be called back when you are the next call waiting for an agent.
  • Option not allowed at this time: You are about to be answered by an agent, so the callback feature is disabled.
  • Unrecognized number: Unfortunately, the dialled number cannot be recalled. Be sure to enter a Canadian number on your next attempt.
  • Options menu: Press 1 to accept the call. Dial 2 or hang up to end the call.
  • Reminder Introduction: This automated callback was requested by “Name.”
  • Next on the list: Please wait. An agent will get back to you shortly.
  • Goodbye reminder: Sorry! Your number has been removed from the callback.

Note that if you do not replace one of the messages, the default (system) message will be played.