Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.
-
Upload
gordon-silas-wiggins -
Category
Documents
-
view
216 -
download
1
Transcript of Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.
![Page 1: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/1.jpg)
Improving our Call Distribution ServiceA Help Desk Perspective
Rob FaulknerEdward Hayden
![Page 2: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/2.jpg)
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
![Page 3: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/3.jpg)
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
![Page 4: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/4.jpg)
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
![Page 5: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/5.jpg)
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
![Page 6: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/6.jpg)
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
![Page 7: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/7.jpg)
www.unb.ca/its
Edward – script demo
![Page 8: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/8.jpg)
www.unb.ca/its
![Page 9: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/9.jpg)
www.unb.ca/its
Main Screen
![Page 10: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/10.jpg)
www.unb.ca/its
Call Queue
![Page 11: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/11.jpg)
www.unb.ca/its
Chat Window
![Page 12: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/12.jpg)
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
![Page 13: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/13.jpg)
www.unb.ca/its
Other Advantages
• Prompt Management• Real-time reporting via
the web• Headsets + indicator
light
![Page 14: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/14.jpg)
www.unb.ca/its
Limitations
![Page 15: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/15.jpg)
www.unb.ca/its
Future Potential • Skills based routing• Bring in other departments• Footprints automation• Soft phones
![Page 16: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/16.jpg)
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
![Page 17: Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden.](https://reader036.fdocuments.us/reader036/viewer/2022081519/56649dd05503460f94ac56c4/html5/thumbnails/17.jpg)
www.unb.ca/its
Questions?
Rob Faulkner – [email protected]@robfaulkner
Edward Hayden – [email protected]