Improving our Call Distribution Service A Help Desk Perspective Rob Faulkner Edward Hayden

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

Calling the Help Desk Library office 1Library office 2Library front deskHead Hall 1Head Hall 2

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

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

Calling the Help Desk Library office 1Library office 2Library front deskHead Hall 1Head Hall 2 CCX

Edward – script demo

Main Screen

Call Queue

Chat Window

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

Other Advantages Prompt Management Real-time reporting via the web Headsets + indicator light

Limitations

Future Potential Skills based routing Bring in other departments Footprints automation Soft phones

What We’ve Learned Careful on the order of your menu options Be mindful of what accounts are linked in with the code

Questions? Rob Faulkner Edward Hayden –