A New Way to Work

Lisa Learned, Enterprise Social Solutions, IBM Technical Sales

November 24, 2015

Persistent Chat for a Call CenterUsing IBM Connections Cloud Meetings

IBM Meetings in Connections Cloudhttp://ibmcloud.com/social

IBM Meetings provides a meeting room for

persistent chat using a browser or...

...tablet or phone.

1. Preparing a Meeting Room to be used as a persistent chat room for a Call Center

(one time setup) Create a user account & provision Meetings to

the account Launch the Meeting Room Set a meeting password Disallow external participants Add Meeting Room Managers Distribute the Meeting Room ID

Agenda

3. Ending the Chat Session

Capturing the Chat History

2. During the Chat Session

Expand the chat frame Post and respond to chat comments Invite others in Leave the meeting and come back Optionally Add Audio/Video Optionally Share a file Optionally Share your screen

Set Up

Set up – Create account and provision meetings (Admin)

3. Navigate to Apps - Meetings

1. The first step is for the Connections

Admin to create a user account and provision it with Meetings. This

account can belong to a person or can be generic like “Call

Center”(all chat room participants must

have an account and Meetings subscription

as well)2. The person setting up the chat room should

log in to ibmcloud.com/social

with the account

Set up – Launch the Meeting Room

Click Host a Meeting. (you can also do this from the Home page)

Set up – Optionally Set a Meeting Password

You can password protect your meeting

room for extra security. Everyone

will be logging in with their Connections

Cloud credentials so an extra meeting

room password is not critical.

Set up – Disallow External Participants

1. Select:

“Only members from my company”

because all of the participants will have

an account on Connections Cloud

2. Then click Start Meeting

Set up – Add Meeting Room Managers2. Set the list of people

who should be allowed to start up the Meeting Chat

Room.

Click the gear and then select Set Meeting Room Permissions

1. Only Meeting Room Managers will be able to start the Meeting Room. Others will see a Waiting for Meeting to start

message until a Room Manager clicks Host

Meeting.

Set up – Add Meeting Room Managers

3. Under Manage the meeting room, click

Add...

Set up – Add Meeting Room Managers

4. Enter the name of the first meeting manager and click Search then select the name when

it is suggested.

Set up – Add Meeting Room Managers

5. Continue to add names and verify that

the meeting managers now appear

listed under the search box. Then

click OK.

Set up – Add Meeting Room Managers

6. Validate that the meeting managers

now appear as room managers. Then click

Save.

Set up – Distribute the Meeting Room ID

The meeting room has a permanent URL and

Meeting Room ID. Send this link or

Meeting ID to chat participants. They can join the chat by opening the link in

their browser.

During the Chat Session

Chat Session – Expand the Chat Frame

2 Drag the vertical line separating the chat

area and the whiteboard to the

right to give the chat pane more area

1. Select the meeting stream pane

Chat Session – Post and Respond to Chat Comments

2. Post chat questions and answers in the

chat box

1. Select the Meeting Stream panel

Chat Session – Invite Others In

2. Start typing their name. If they are

online there will be a green square in front of it, click their name.

1. Select the Add people icon to invite

someone into the room

3. Click Invite. Invitees will receive a popup with a link to join the

chat.

Chat Session – Private Message Someone in the Chat

2 Click the down arrow and then select Chat

1. Select the people icon to see the participant list

3. A new chat window appears for private

chat

Chat Session – Leave and Come Back

You can leave the meeting without

ending it for the rest of the participants,

come back later and catch up on the chat

you missed

Chat Session – Optionally Start Audio / Video1. Meeting room managers will be able

to initiate Audio/Video. Use the phone icon to start

the room audio/video.

2. Check Make this a video enabled session

and

3. Then select Start call with my computer

4. Once the call is started other

participants will be able to join by clicking the phone icon as well

Chat Session – Optionally Start Audio / Video

A video panel is added and you can see participant video

when they join the call

Chat Session – Optionally Start Audio / Video

Hang up by clicking the red phone icon

Chat Session – Optionally Share a File

2 Click the Add File icon to upload a new file to

the library for easy sharing on the Meeting Room

whiteboard

1. Select the folder icon to display the Meeting

Room Library

Chat Session – Optionally Share a File

3. Select the file in the list and click Share

Chat Session – Optionally Share a File

4. Whiteboard tools allow you to advance

pages in the file, display a pointer and

mark on slides.

You can control how much space the file share screen takes

5. When you are done, stop sharing

Ending the Chat Session

Ending the Chat Session – Saving the Chat History

When the last chat participant closes the Meeting window, the Meeting will end.

The chat will start again the next time a

Meeting Manager launches the Meeting

room

At any time, you can save the chat history into a meeting report

Ending the Chat Session – Saving the Chat History

1. To save the chat history locally, click the three bars in the meeting stream and

select Create Meeting Report...

2. Click Save File

Ending the Chat Session – Saving the Chat History

Ending the Chat Session – Saving the Chat History

The meeting report is saved in RTF format

Thank you