Call Flow Overview

Please refer to the call flow visio.  This will provide a high-level overview of our customer’s interaction with XCS during an inbound call.  The call flow has been stable since inception and hasn't undergone any drastic changes.  Therefore, only an understanding of flow will be needed for now.  If you have any questions, please let me know.

Business Processes

  1. UCaaS (Triage)
  2. Cloud (Triage)
  3. ITaaS (Triage)
  4. Vetanium (Triage & Vet Enterprise customers)
  5. Client Tech (Overflow after 5 minutes in Triage)
  6. Enterprise (Subset of agents only fielding Enterprise calls)
  7. Carrier (Subset of agents only handling alarms)

 Demands/Skills

  1. UCaaS
  2. Cloud
  3. ITaaS
  4. Vetanium

 Channels

  1. Channel - This is the Top Level entry point that directs calls to Main Flow, Carrier BP, or Chat (coming soon)
  2. Main Flow - This is where the data dip occurs.  The system will either match the phone number and send it to the services channel or if no match is found/the caller is identified as a private label/agent to the Number Confirm channel.
  3. Number Confirm - Customer/Private Label/Agent will be prompted to enter their account number, if not known caller will be sent to the Catch All channel.
  4. Catch-All - This channel is a menu where the customer will select options 1 through 4 for services. (UCaaS, Cloud, ITaaS & Vetanium).  From here they will be sent to the Ticket Entry Channel.
  5. Services and Services 2 - The caller is contacting us from a matching number (Main Flow channel) or they entered in a matching account number (Number Confirm channel).  This will check the respective record for Yes/No values in the 4 product sets.  Based on these yes/no values customers will receive a custom menu with only the products they have designated by "Yes" values in the CRM.  When a selection is made for a product a demand will be set and the caller will be passed to the Ticket Entry channel.  If a customer only has one product set, the demand will automatically be set and the caller passed to the Ticket Entry channel.
  6. Ticket Entry - Now that we know what product set the customer is calling for we will ask them the call reason, existing ticket, or new issue.  If they select an existing ticket, we will prompt them for their 6-digit ticket number.  Once confirmed, we will then pass the caller to the correct business process based on the earlier product set demand.  One exception here would be before passing we will check to see if this is an Enterprise customer (designated by Yes value in the Enterprise CRM field).  If they are marked as an enterprise customer they will still have the product set demand but instead be passed to the Enterprise Business Process.  If the caller does not have an existing ticket then this will be deemed a new issue and the call will be forwarded to the Submenu channel.
  7. Submenu - This channel will simply check the current demand of the call and pass to the particular product set submenu greetings.
  8. Product Set Submenu (4 total, 1 for each product) - Based on the demand the previous Submenu Channel will be directed here.  This is where the caller will select the reason for their call. The call flow visio will display the list of options the caller can have.  Once they make their selection the caller will be forwarded to the correct product-based business process.  One exception here would be before passing we will check to see if this is an Enterprise customer (designated by Yes value in the Enterprise CRM field).  If they are marked as an enterprise customer they will still have the product set demand but instead be passed to the Enterprise Business Process.

Number Additions

Number additions will be indicated via the call flow and also via screen pop to the agents.

When receiving a call from XCS it will now display if the system was able to recognize the incoming number based on CRM records.  If the number did not receive a match you will see a “No” value in the pop-up.  If this occurs please open the remarks section highlighted below which will tell you what to do.

 

As you can see the remarks section tells you to obtain the company name and email to xcssupport@xtium.com

(UPDATE SCREENSHOT)

So in this case the agent would email the following. Call from 6105291714 Company: XTIUM

Based on this provided information you can now begin associating that provided number to a company and its particular product set.

Below is an example of a correctly recognized number.

Now that we have been provided a number we will now have to add this number to the system via the supervisor client. There are two files needed to accomplish this, both located on the G Drive.

G:\Evolve Contact Suite\Contact_Adds.csv (CHECK LINK)

                This is a template to use when adding new numbers.  Save this to your desktop to modify.

G:\Evolve Contact Suite\Company_List.xls (CHECK LINK)

This is the list of companies currently in the system and their associated services.  Please do not save any changes to this document unless fully verified. 

  1. Take the number that was provided to you by Support.
  2. Place that in the phone number column of ContactAdd.csv
  3. Refer to the CompanyList.csv and copy-paste all the other data elements (other than the Phone Number field) into ContactAdd.csv
  4. Your final version should reflect the below.
    1. Private Labels and Agents that manage multiple clients will have a Yes in the private label column.

 

Now you are ready for the upload within XCS Supervisor.

  1. Navigate to the Contacts tab at the top.
  2. Select the Import tab on the Contacts Monitor.
  3. Select the Import Contacts Wizard
  4. Navigate to your saved ContactsAdd.csv
    1. Use the following settings, Select Next.
  5. Use the CRM_Import_Template, Select next, and confirm the upload.

The contacts are now uploaded and on their next call into the system they will be associated with the uploaded product sets (Yes/No values)