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
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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 :
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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
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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)
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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
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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
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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 customer is identified
- 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
- This opens the thunderbird email tool
- Sends an email from [email protected] to
Agent - Receives and picks the email interaction
- The customer is identified
- Agent can reply, reply all, forward the email
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- 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
- The customer is identified
- 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.
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Solution Design
2.7 Facebook interaction
2.7.1 Demo
Who ? Action
Customer : Michael Fitch - Goes to Media House web site
- 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
- The customer is identified
- 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
Customer : Michael Fitch - Goes to Media House web site
- 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
- The customer is identified
- 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
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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
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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
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- 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.
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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