improving our call distribution service a help desk perspective rob faulkner edward hayden
TRANSCRIPT
Improving our Call Distribution ServiceA Help Desk Perspective
Rob FaulknerEdward Hayden
www.unb.ca/its
UNB VOIP Transition• 4 Phases– September 2012-June 2013
• ITS was in the pilot group• Help Desk in the final phase– Planning began in January 2013
www.unb.ca/its
Calling the Help Desk
453-5199
Library office 1
Library office 2
Library front desk Head Hall 1 Head Hall 2
www.unb.ca/its
Limitations• No smart menu• Ability to screen calls• Not Ready oblivion loop• Limited ability to monitor the incoming call
volume• No ability to monitor availability of other
agents• Voice mail indicator light is phone specific• Log out procedure• Stats
www.unb.ca/its
Planning• Met with Bulletproof Solutions • Cisco Contact Center Express (CCX)• Assigned members from our network team
to assist/develop• Setup phone logins for staff, generic login
for students• Designed the phone menu• Testing prior to going live
www.unb.ca/its
Calling the Help Desk453-5199
CCX
Library office 1 Library office 2 Library front desk Head Hall 1 Head Hall 2
www.unb.ca/its
Edward – script demo
www.unb.ca/its
www.unb.ca/its
Main Screen
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Call Queue
www.unb.ca/its
Chat Window
www.unb.ca/its
Limitations• No smart menu• Ability to screen calls• Not Ready oblivion loop• Limited availability to monitor the incoming
call volume• No ability to monitor the availability of other
agents• Voice mail indicator light is phone specific• Log out procedure• Stats
www.unb.ca/its
Other Advantages
• Prompt Management• Real-time reporting via
the web• Headsets + indicator
light
www.unb.ca/its
Limitations
www.unb.ca/its
Future Potential • Skills based routing• Bring in other departments• Footprints automation• Soft phones
www.unb.ca/its
What We’ve Learned• Careful on the order of your menu options• Be mindful of what accounts are linked in
with the code
www.unb.ca/its
Questions?
Rob Faulkner – [email protected]@robfaulkner
Edward Hayden – [email protected]