Call Center Continuity – Best Practices
Contents
1. 2 Agent Consecutive Bounce An agent level setting that defines the number of consecutive bounced calls that force the agent to an Unavailable state that overrides the account level setting Activation Automatic when user configured conditions are met Required Condition Parameters The defined number of consecutive bounced calls 1 5 is reached The system default and maximum is 5 bounced calls Accessibility Configured via OSSmosis in the Manage Agent section of the Agents Supervisors page Deactivation Automatically deactivated when the agent s ACD state is made Available by the Agent or their Supervisor Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Queue Treatments When implementing a queue ACD there are standard features that can be pre programmed to handle queue distribution when the feature conditions criteria are met Some features below are used in both normal production environments and executed specifically in DR scenarios For information on how to configure any of the features listed below please review the OSSmosis Advanced Call Center User Guide on the Evolve IP Knowledge Base Consideration should be given to configuration of transfer features ensuring that calls terminate to a specific destination and calls don t go into a loop to destinations that may b2. Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVL AVA IP Typical Use Case Remote Office is best used for DR BC when agents or users cannot get to their office to field ACD calls due to weather emergency power outage etc Configuration Procedures 1 User Configuration Note that the Remote Office feature can be pre configured during implementation Post implementation this feature can be configured via the Personal Portal the Evolved Office Toolbar or in the OSSmosis Admin Portal In the OSSmosis Admin Portal The Remote Office feature will be enabled for agents setup as Premium PBX Users by Evolve IP during Implementation or by contacting Support at support evolveip net In the OSSmosis Admin Portal a Navigate to Telephony Setup gt Account Users gt Services gt Remote Office Configure Button EVOLV EaP OSSMOSIS ADMINISTRATOR PORTAL Evolve IP OSSmosis Portal gt Configure Remote Office Settings Close this Window without saving Remote Office allows you to use your home phone your cell phone or even a hotel phone as your business phone By using remote phone and have them billed to your business This service also directs all calls coming to your business phone to ring Account Hante Evolve IP Sales Demo Group Name Evolve IF Sales Demo User Ick T0551 E Enable Remote Office b Enter the Phone Number that will be used in BC
3. DR event c Make sure the Enable Remote Office box is UNCHECKED for normal operations d Press Save Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP In the Evolved Office Assistant Toolbar a The Remote Office feature will be enabled for the account and the agent s by Evolve IP during Implementation or by contacting Support at support evolveip net In the Evolve IP Toolbar go to Services gt Remote Office gt Click On Enter the Phone Number that will be used in BC DR event Click Off Press OK Incoming Calls a rica Anonymous Call Rejection T Co Call Forwarding Always a Call Forwarding Ho Answer i A Call Forwarding Busy oe a Do Mot Disturb GA External Calling Line ID De BA Internal Calling Line ID De mapp Remote Office Remote Office Mumber G 05551214 E Simultaneous Finging Outgoing Calls z Automatic Callback Call Control fg Anywhere Remote Office Allows you to use your home phone your cell phone or even a hotel phone as your business phone Cancel Apply Help In the Personal Portal a The Remote Office feature will be enabled for the account and the agent s by Evolve IP during Implementation or by contacting Support at support evolveip net b In the Personal Portal go to Advanced Features gt Remote Office Settings
4. or an Administrator via OSSmosis Administrator Portal e Required Condition Parameters No pre configured conditions feature is enabled on demand by Supervisor or Administrator e Accessibility supervisors enable from Web Supervisor or administrator can enable via OSSmosis Administrator Portal e Deactivation policy is deactivated by Supervisor from Web Supervisor or an administrator via OSSmosis Administrator Portal e Use Case Manual Night Service can be used for times when the call center closes earlier than usual due to a holiday special event or an operational problem An alternative Manual Mode Announcement can be configured that will play when Manual Night Service is activated and allows the usual Night Service announcement to remain unchanged Note Night Service must be configured on the queue and not the Auto Attendant resource that sits in front of the queue Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Agent User Features In a DR BC scenario it is important to consider if agents affected by certain conditions will be taking calls For instance a company may decide to implement a Business Continuity plan that involves agents taking calls from alternate phones cell phones home phones or another corporate location during a snow storm or other circumstance that prohibits them fro
5. EVOLYV EIP THE CLOUD SERVICES COMPANY Call Center Continuity Best Practices Guide 989 Old Eagle School Road Wayne PA 19087 610 964 8000 support evolveip net Wwww evolveip net Call Center Continuity Best Practices AVOA IP Forward A successful Business Continuity BC or Disaster Recovery DR plan can be heavily attributed to proper planning stakeholder awareness and system capabilities When deploying a cloud based Call Center it is imperative to incorporate the different situations you may encounter into your continuity or DR plan Consideration should be given to where queued calls will be sent including alternative locations queues or agents Because Evolve IP queues calls in the cloud it is far more likely that local conditions where agents reside and are presented calls will drive which of your BC DR processes or procedures are implemented Some of the events that require a defined BC DR process include e Power failures e Inclement weather Snowstorms Hurricanes Flooding e Carrier Access last mile outages e Other network interruptions ISP Carriers equipment failures etc The Call Center Continuity Best Practices Guide is meant to provide customers with definitions and use cases for Call Center Continuity and DR features that are provided as part of Evolve IP s Call Center product This guide is not meant to serve as a default process document but instead as an informational overv
6. c Enter the Phone Number that will be used in BC DR event d Press Save Changes EVOLVE IP OSSMOSIS PERSONAL PORTAL a ee Cal Center Voicemaifum Dr Remote Office allows you to use your home phone your cell phone or even a hotel phone as your bu phone Enable Remote Office Phone Number 6103331283 e Make sure Enable Remote Office box is UNCHECKED for normal operations Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP 2 Activation In the event that agents cannot get into the office and no other queue based BC routing policy is automatically implemented Remote Office can be activated from any of the following locations a Admin Portal Under User Settings described above select Enable Remote Office and Save b Personal Portal Select Enable Remote Office and Save c Toolbar Select On gt Apply gt and OK 3 Deactivation When agents no longer are required to field calls from the alternate phone the following procedure can be used to deactivate Remote Office a Admin Portal Under User Settings described above uncheck Enable Remote Office and Save b Personal Portal Uncheck Enable Remote Office and Save c Toolbar Select Off gt Apply gt and OK Key Resources Ev
7. e Active checkbox Be sure to Save those changes Placing outgoing calls a Dial the Portal Phone Number from the number entered in the previous step available portal numbers will be listed at the top of the Anywhere Settings pi a You will be prompted for your passcode enter your voice portal passcode You will then be prompted for the phone number to dial key it in on your phone The caller will see the caller id information as though you had placed the ci Receiving calls Your configured mobile or other phone will ring at the same time as your office phone You can answer the call on either phone and it will appee Move Active Call from your Desk Phone or Soft Client to your Mobile a From your mobile dial Portal Phone Number a Enter your voicemail passcode followed by a When you hear the tone dial 11 and you will immediately be connected with the original caller Move Active Call from your Mobile to your Desk Phone or Soft Client The cal must be originated using the method described above for Placing outgoir a While engaged in a call on your mobile dial 11 from your desk phone or soft dient The call is seamlessly moved to the new phone and the mobile call leg i bwa 000 1005437 1 484 320 2352 2352 bwa 6 102300832 2355 Phone Number 6105551212 Description wea OO l Active Enable Diversion Inhibitor prevents calls that ring to an alternate internal extension to be further redirected by the sec
8. e impacted when an event occurs For all of the queue features below information is provided on the following Definition Activation How feature is activated and by whom Required Condition Parameters If applicable when feature is automatically activated Accessibility Where feature can be activated Automated Deactivation When feature is deactivated Use Case Common DR BC use cases of when feature may be invoked Call Treatment Options Perform Transfer Activate Play Play No Action Night Ringing Announcement Service Stranded Standard Auto Premium Forced Premium Manual Forwarding pS Z Stranded Standard Auto X Unavailable Premium al ai Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Activation automatically activated if pre configured Required Condition Parameters applied when Calls are left in queue or presented to the queue and queue is unstaffed all agents are signed out Accessibility Configured through OSSmosis in the Routing section of Call Centers Automated Deactivation Deactivated when an agent signs into the queue Use Case Agents are unable to get into the office due to snow storm to sign into their phones and or call center agent applications Business Hours begin without agents signed in Calls can be automatically gt Kept in the queue till
9. for normal operations Press Save Document the Portal for feature activation can be programmed as contact in cell phones pang In the Evolved Office Assistant Toolbar a The Anywhere feature will be enabled for the account and the agent s by Evolve IP during Implementation or by contacting Support at support evolveip net b In the Evolve IP Toolbar go to Services gt Anywhere gt Click on Add under locations list c Enter the Phone Number that will be used in BC DR event d Press OK Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Incoming Calls Bas i Anonymous Call A ejection Ar here Alert all locations for Click to Dial calls PN ra Call Forwarding Always at Call Forwarding No Answer sa rp Call Forwarding Busy a Do Mot Disturb 4 Estemal Calling Line ID Delivery H Internal Calling Line ID Delivery AC Cell bee Ej Simultaneous Ainging Outgoing Calls z Automatic Callback m f3 Anywhere soreaniced Options Per Location EY Call Waiting IW Enable Ditrersior ol Remote Office Require Answer Confirmation Messaging W Use Broadworks based Call Control Services EJ Voice Messaging Outbound Alternate Murmber S P URI Anywhere Allows you to to configure Phone Number along with multiple selective critena for each phone number Cance
10. iew of how features perform and common use cases where they are important If you need further clarification or have any questions please contact your Evolve IP Technology Associate or a Call Center specialist by emailing callcentersupport evolveip net Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Invoking DR BC Features in a Call Center It is important to understand the definition of agent states and Call Center settings that come into play with some of the Call Center Queue features that handle call distribution and are activated automatically Agent states include Signed Out Agents are not actively joined to a call center so they are not included in ACD routing decisions based on Available Unavailable or Wrap Up states Unavailable Agents are actively joined to a call center and marked as unavailable to the ACD s that they are joined to Calls will not be routed to unavailable agents unless Call Waiting is enabled at a Queue level Agents that are marked unavailable can be forced into an available state by a supervisor or administrator Unavailable disposition codes can also be applied to this state Note Signed Out and Unavailable are the primary conditions that drive queue based DR BC features Signed In Agents are actively joined to a call center and are inc
11. l Apply Help e Make sure Enable box is UNCHECKED for normal operations f Document the Portal for feature activation can be programmed as contact in cell phones In the Personal Portal a The Anywhere feature will be enabled for the account and the agent s by Evolve IP during Implementation or by contacting Support at support evolveip net b In the Personal Portal go to Advanced Features gt Anywhere Settings Enter the Phone Number that will be used in BC DR event d Press Save Changes D Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Welcome Account Basic Features Advanced Features CallCenter Voicemail UM Directories and Speed Dials Conferencing Pref ae Anywhere Settings Anywhere Settings User Anywhere settings updated a Daa The Anywhere feature allows you to utilize your mobile phone or home phone hotel phone alternate office phone etc as if you are making and receiving cz your desk phone to your mobile when you need to take an important call home with you move a call from your mobile to your fixed phone at will and transfer or co extension Note It is highly recommended that Simultaneous ring and Remote Office be disabled when using the Anywhere feature To use this function put your mobile phone number in the Phone Number field and check th
12. luded in ACD routing decisions based on Available Unavailable or Wrap Up states Available Agents are actively joined to a call center and marked as available to the ACD s that they are joined to Calls will be routed to Available agents that are idle If Call Waiting is enabled at a Queue level calls are presented to Available agents based on ACD policies regardless of whether agent is actively on a call Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP When agents are signed in and available inside of a queue preconfigured settings can force agents to unavailable status Those settings are 1 ACD Consecutive Bounce An ACD level setting that defines the number of consecutive bounced calls that force the agent to an Unavailable state All agents regardless of location or queue can be set to Unavailable state if they each meet the configured conditions Activation Automatic when enterprise configured conditions are met Required Condition Parameters The defined number of consecutive bounced calls 1 5 is reached The system default and maximum is 5 bounced calls Accessibility Configured via OSSmosis in the Agent Default Settings section of the Call Center page Deactivation Automatically deactivated when the agent s ACD state is made Available by the Agent or their Supervisor
13. m getting to the office Conversely it may be determined that an organization does not allow agents to field ACD calls if not at their desks The following features can be utilized by Premium PBX users that are call center agents to receive calls during an event The user features can be invoked when their handset is not accessible and Evolve IP continues to process incoming calls to the queue Some common examples of when an agent s phone would be inaccessible include e Weather prohibits the agent from getting into the office or call center location e Handset loses connectivity to the Evolve IP platform in scenarios such as a Internet connections including telecom circuits drop and there is no failover b Local hardware failure such cables switches routers etc c Carrier level or equipment connectivity failure preventing phones from registering to Evolve IP platform Feature definitions configuration and activation procedures are documented in this section A summary of agent features and activation options that can be utilized in a BC DR event are Activation Options Personal Portal Voice Portal OSSmosis Evolved Web Admin Web Office Toolbar Remote Premium X X X X Office Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Typical Use Case Anywhere is best used for DR BC when phones unexpectedly l
14. mail alternative phone number or location etc Play ringing busy or an announcement to caller Note Stranded Unavatlable ts invoked any time all agents are unavailable in a queue Care should be taken to ensure the setting isn t invoked outside of DR BC scenarios such as all agents going to lunch simultaneously and marking themselves Unavailable Activation manually activated by a Supervisor from Web Supervisor or an administrator via OSSmosis Administrator Portal Required Condition Parameters no pre configured conditions feature is enabled on demand by Supervisor or Administrator Accessibility Supervisors enable from Web Supervisor or an administrator can enable via OSSmosis Administrator Portal Deactivation policy is deactivated by Supervisor from Web Supervisor or an administrator via OSSmosis Administrator Portal Use Case The Forced Forwarding policy is useful in scenarios where there is an emergency or no agents are available to staff a call center In such a situation the administrator or supervisor can temporarily redirect all new calls to an alternate call center or hunt group extension until the situation is resolved Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVL AVA IP e Activation This manual override can be activated by a Supervisor from Web Supervisor
15. olve IP Personal Portal https evolveip my cloud manager com PersonalPortal login js Evolve IP OSSmosis Admin Portal https evolveip my service manager com ServiceManager login js Evolve IQ Knowledge Base http support evolveip net kb Support 610 964 8000 Opt 5 Training Evolve IP provides free customer training on features and settings provided in this document on the first Wednesday of every month Registration is required and the full public training calendar can be viewed at https learning meeting evolveip net perl ilinc Ims event pl div view reg amp event user id Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net
16. ond extension s call flow settings E Require Answer Confirmation when a call rings to a secondary phone Answer Confirmation prompts the user to press any key to confirm This is useful when mobile and alternate phones ring but you do not wish to answer work related calls T Use Telephony Call Control Calls can be controlled hold transfer from the alternate device that they are answered on e Make sure Active box is UNCHECKED for normal operations f Document the Portal for feature activation can be programmed as contact in cell phones 2 Activation In the event that handsets lose connectivity to the Evolve IP platform and no other queue based BC routing policy is automatically implemented the following procedure can be followed to activate the anywhere feature on a specific device phone number and agents will continue to receive calls on the activated phone number via normal queue routing policies Dial the Anywhere Portal from the phone number pre configured Enter the user s voice portal password Dial 12 Anywhere will be activated on that phone number anw 3 Deactivation When handset connectivity is restored the following procedure can be followed to deactivate the anywhere feature Dial the Anywhere Portal from the phone number pre configured Enter the user s voice portal password Dial 13 Anywhere will be deactivated on that phone number a b C d Evolve IP 989 Old Eagle School Rd
17. ose connectivity to the Evolve IP platform Configuration Procedures 1 User Configuration Note that the Anywhere feature can be pre configured during implementation configured via the Personal Portal the Evolved Office Toolbar or in the OSSmosis Admin Portal at any time In the OSSmosis Admin Portal The Anywhere feature will be enabled for agent s setup as Premium PBX Users by Evolve IP during Implementation or by contacting Support at support evolveip net In the OSSmosis Admin Portal a Navigate to Telephony Setup gt Account Users gt Services gt Anywhere Configure Button Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP EVOLVE IP OSSMOSIS ADMINISTRAT Evolve IP OSSmosis Portal gt Contigure User Anywhere Feature Save Close this Window without saving The Anywhere Feature allows employees to make and receive calls from any device at any features With the Anywhere Feature you can move calls seamlessly from your desk phone to your mi fixed phone at will and transfer or conference with your colleagues from your mobile with th solution Account Name Group Name User Id E Active T Enable Diversion Inhibitor E Require Answer Confirmation C Use EroadWorks Call Control Enter the Phone Number that will be used in BC DR event Make sure the Active box is UNCHECKED
18. someone signs in gt Treated with Night Service routing policy gt Transferred to another resource call center queue voicemail alternative phone number or location etc gt Play ringing busy or an announcement to the caller Activation automatically activated if pre configured Required Condition Parameters applied when the following conditions are met gt Mandatory condition calls are left in queue or presented to queue when all agents are unavailable gt Optional Condition a customer defined number of agents are in a specified Unavailable state Accessibility Configured by an Evolve IP Support Associate or Call Center Specialist This feature is in development in OSSmosis Automated Deactivation disabled when an agent or agents become Available in the queue Evolve IP 989 Old Eagle School Rd Wayne PA 19087 610 964 8000 support evolveip net www evolveip net Call Center Continuity Best Practices AVOA IP Use Case Agents have abruptly left their desks during business hours The ACD Consecutive Bounce setting has been met and all calls offered to the queue are rerouted Some calls still remain in queue The Stranded Unavailable setting is applied to these calls left in queue and are treated with one of the following options Kept in the queue till someone signs in Treated with Night Service routing policy Transferred to another resource call center queue voice
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