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

2. 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

3. Calling the Help Desk 453-5199 Library office 1Library office 2Library front deskHead Hall 1Head Hall 2 www.unb.ca/its

4. 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

5. 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

6. Calling the Help Desk 453-5199 Library office 1Library office 2Library front deskHead Hall 1Head Hall 2 CCX www.unb.ca/its

7. Edward – script demo www.unb.ca/its

9. Main Screen www.unb.ca/its

10. Call Queue www.unb.ca/its

11. Chat Window www.unb.ca/its

12. 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

13. Other Advantages Prompt Management Real-time reporting via the web Headsets + indicator light www.unb.ca/its

14. Limitations www.unb.ca/its

15. Future Potential Skills based routing Bring in other departments Footprints automation Soft phones www.unb.ca/its

16. 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

17. Questions? Rob Faulkner – r.m.faulkner@unb.car.m.faulkner@unb.ca @robfaulkner Edward Hayden – edward.hayden@unb.ca www.unb.ca/its