Primas CX User Guide
Space shortcuts
Page tree
Skip to end of metadata
Go to start of metadata

Demo Info

Webapp: https://asia-cx.primas.cloud/primascx 

Demo page: https://asia-cx.primas.cloud/omnicx/ 

AgentID/Extension:

70003: Agent 70003

70004: Agent 70004

Queue/VDN:

100314: Billing

100315: Car Insurance

100316: Other Support

QR bot (scan to use it as customer's softphone)

Inbound

  • Call the number 6265219821

Instruction

First-time setup

This step only needs to do once if you haven't installed Primas Communication Extension yet.

Install Primas Communication Extension

  • After installing the Primas Communication Extension, you should see this iconat the top-right of the web browser. If you don't see this icon, you can click on the icon at the top-right corner of the web browser, find the Primas Communication Extension, and click the icon . It will pin the Primas Communication Extension to the browser toolbar so that you can find the extension more easily.

Prepare for the agent role

Log in to Agent Dashboard and Primas Communication Extension automatically

User Demo 1: Click here to auto-login.

User Demo 2: Click here to auto-login.

And wait until it shows you the Agent Dashboard page.

Log in to Agent Dashboard and Primas Communication Extension manually

  • Click on Primas Communication Extension at the top-right corner of the web browser toolbar, it will display the login screen.
  • You can switch to the Settings page by clicking

  • Set “Primas CX Web URL” and then click “Save and Restart”:

  • Login to Primas Communication Extension


  • Click here to go to the Agent Dashboard
    • If it shows you a login page, use the username and password provided for logging in.

  • After login, navigate to the menu Dashboard  Agent → Queue Dashboard

  • Now, you need to log in to the agent to ACD queue by clicking this button image2020-10-1_18-36-32.png
  • Choose an Agent, then click
  • After logging in successfully, click to make the agent ready to receive a phone call from a queue that the agent belongs to.

Scenario 1: Screen pop

  • Make sure your agent or representative is available.

  • Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.

    • After scan, you will see the Click to try UI like this:
  • Choose preferred language:
    • For Thai, press 1.
    • For English, press 2.
    • For Vietnamese, press 3.

  • Press 1 for the Car Insurance IVR

    • The IVR details

      IVR: Thank you for calling [Company Name]. I'm here to help you register for new car insurance. To give you the best options, please share the type and model of your car.
      Customer: I want to coverage for my Sedan car (or say Sedan car)

      IVR: Please share your car type
      Customer: Sedan Car

      IVR: Please share the make and model of your car?
      Customer: Honda Accord

      IVR: What is the model year of your car?
      Customer: 2022

      IVR: Please tell me about your accident history. You can reply with 'no' if you don't have any.
      Customer: No

      IVR: You're looking for coverage options for your [car_model]. Let me connect you with a representative to help you finalize your purchase.

      IVR: For verification purposes, please enter your zip code.
      Customer: 12345

      IVR: What is your date of birth?
      Customer: June 18, 1996

      IVR: Please allow us to forward the call to an agent for the convenience of service. Please wait a moment.

  • At the end of IVR, the system will transfer your call to an agent or representative (make sure your agent or representative is available).
  • If the agent is available, you can see the popup in your browser.

Scenario 2: Self-service bot

  • Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
  • Choose preferred language:
    • For Thai, press 1.
    • For English, press 2.
    • For Vietnamese, press 3.

  • Press 2 for the Payment self-service

    • The Payment self-service IVR details.

      IVR:       How can I help you today? You can say something like make payments, postpone payment dates, check your balance, or press 0 for further assistance.
      Customer: Reply one of make payment, postpone payment dates or check my balance

      IVR:       Before we proceed, I would like to ask you to verify your identity for security reasons. Please state the last four digits of your account number.
      Customer: 2345

      IVR: Please confirm your birthday
      Customer: July 10, 1999

      IVR: Your information has been verified.

      Case 1:       make payment
      IVR: Your payment is 1,234 due on November 14, 2024. Would you like to pay now?
      Customer: yes

      IVR: Can I pay 1,234 from the payment method linked to your account ending in 2345?
      Customer: yes

      Case 2: postpone payment dates
      IVR: I see your next payment is due on [date].

      IVR: When would you like to postpone your payment? You can choose a date within the next 7 days.
      Customer: next 2 days

      IVR: Your payment has been postponed to [new_date].

      Case 3: check balance
      IVR: Your current balance is 0.

      Case 4: press 0
      IVR: Please wait a moment while we connect your call.

Scenario 3: Call Return

This feature will allow a customer to be called back instead of waiting in a phone queue to talk to an agent.

  • Make sure your agent or representative is not available
  • Dial to the self-service phone number or use the “Click to try” by scanning the QR provided.
  • Choose preferred language:
    • For Thai, press 1.
    • For English, press 2.
    • For Vietnamese, press 3.
  • Press 3 for Other Support
  • You will get a message “There is no representative available to answer your call now”
    • You can press 1 to use the Call Return feature.
    • Enter your phone number, to which we can return your call.
    • Before you finish, leave a voice message to provide the reason for your call.

  • Access the FreedomQ to check voice message

    • On the Primas Communication Extension, you can access the FreedomQ by clicking “Check Voice Messages” button.

    • Or you can log in to Primas CX Web Application and navigate to the menu Dashboard → FreedomQ

  • Continue, the system will callback to the customer when the agent is available

    • The list of callback requests in the Waiting Contacts

    • Press 1 for the first prompt, press 1 for the second prompt.
    • From the agent web page. make sure the agent is available. The agent phone will ring and a screen pop will show to the agent.
    • Accept the incoming call from the agent web page. Now, the agent and the customer can talk on the phone.

Scenario 4: Visual IVR

  • Dial to the self-service phone number
  • Choose preferred language:
    • For Thai, press 1.
    • For English, press 2.
    • For Vietnamese, press 3.
  • Press 4 for Visual IVR

    IVR: Thank you for calling [Insurance Company Name]. How can I assist you today?
    Customer: I want to register for car insurance

    IVR: Great! To make the registration easier, I can send you a link to complete the process online. Can your phone receive text messages?
    Customer: yes

    Check the SMS Message to get a link and filling the register form.

Scenario 5: Customer Interaction Journey

  • Step1: Chat Session
    • Search contact @834qsjxd or scan LINE QR code

Customer: Hi

Chat Bot: Hello! How can I assist you today?

Customer: I want to buy insurance for my car

Chat Bot: Great! We offer several car insurance plans. What are you looking for? A coverage for a specific vehicle or just general information?

Customer: coverage

Chat Bot: Got it. To give you the best options, please share the make and model of your car

Customer: Honda Civic 2020

Chat Bot: Ok. You want to buy coverage for your Honda Civic 2020. Please enter your phone number, so we can contact you if needed.

Customer: 6573006632

Chat Bot: Thank you for providing your phone number. Now please enter your email address, which will help us provide you with important updates about your policy.

Customer: khoatd@primas.net

Chat Bot: What is your postal code?

Customer: 12345

Chat Bot: Please tell me about your accident history. You can reply with 'no' if you don't have any

Customer: no

Chat Bot: Based on the information you provided, here are a few coverage options. https://www.heygoody.com/checkinsurance/plan". Would you like to explore these or connect with an agent to finalize the purchase?

Customer: I'll call later

  • Step 2: Call Session
    • Dial to the self-service phone number
    • Choose preferred language:
      • For Thai, press 1.
      • For English, press 2.
      • For Vietnamese, press 3.
    • Press 5 for the Customer Interaction Journey

      IVR: Thank you for contacting us. We see that you have recently explored your car insurance options with our online assistant. Would you like us to continue where you left off?
      Customer: yes

      IVR: You're looking for coverage options for your [car_model]. Let me connect you with a representative to help you finalize your purchase.

      IVR      : For verification purposes, please enter your zip code.
      Customer: 12345

      IVR: What is your date of birth?
      Customer: Jun 18, 1996

      IVR: Please allow us to forward the call to an agent for the convenience of service. Please wait a moment.

      Then, the system will transfer to an agent.

Scenario 6: Pizza Ordering System

  • (This step to register for the LINE channel)
    • Search contact @279kbjyy or scan LINE QR code

      Customer: Hi
      IVR: Welcome to the Pizza Ordering System! Please let us know your preferred language.
      Customer: English
      IVR: 🎉 Want exclusive updates, special deals, and more? Just enter your phone number, and we’ll notify you on LINE! 💡
      Customer: 6573006632
      IVR: Thank you for registering! 🎉You’re now subscribed to receive all our updates via LINE. Look forward to exclusive promotions, offers, and more! 📲
  • Dial to the self-service phone number
  • Choose preferred language:
    • For Thai, press 1.
    • For English, press 2.
    • For Vietnamese, press 3.
  • Press 6 for the Pizza Ordering System.

Scenario 7: Outbound Call

At the Agent Dashboard, click the Call button or the phone icon at the bottom right and enter the phone number to make an outbound call.

Scenario 8: Request a callback

This feature allows a user to request a callback directly from the website. The Primas CX system will schedule a callback to the customer based on the current queue information.

    • From the Demo page, go to the Contact Us menu, click "Request a Callback"
    • Enter the phone number that will receive a callback and click the "Request a call back" button.
    • The system will callback the phone number and connect to an agent.

Scenario 9: Webcall

Users can call the contact center directly from the webpage using WebRTC. They don't need a real phone to place a phone call.

    • From the Demo page, go to the Contact Us menu, and click "Web call".
    • Enter the phone number you want the call center to see you as your identity and click the "Call" button.
    • The system will initiate a call and route to the agent.

Scenario 10: Webchat

  • From the bottom of the Demo page, click on the Web Chat bubble.
  • Provide some information (Name, Phone Number.....) then connect to an agent.
     

Scenario 11: Screen Sharing

While chatting, if agents want to see the user's desktop to support, they can ask the user to share the screen.

  • From the chatbox, agents type the sharescreen keyword and hit enter; or click on the Screen Sharing icon at the top bar of the chatbox.
  • When users click on the shared link and enter the information to start screen sharing, a confirmation message will show in the chatbox of the agents' desktop.
    Agents click the Yes button to receive a screen sharing.

Scenario 12: Video Sharing

While chatting, if agents want to talk to the user or see their camera, they can ask the user to share the screen.

  • From the chatbox, agents type the sharevideo keyword and hit enter; or click on the Video Sharing icon at the top bar of the chatbox.
  • When users click on the shared link and enter the information to start video sharing, a confirmation message will show in the chatbox of the agents' desktop.
    Agents click the Yes button to receive a video sharing.

Scenario 13: Email

From the Demo page, go to the Contact Us menu, and click "Email us" or send an email message to the email address primas.customers@gmail.com

  • The system will queue the email message using a phantom call to the agent.
  • The agent accepts the incoming call and replies to the email message. 
  • The agent can also call
    Click (1) to call the customer.
    Click (2) to mark as completed for email.
  • You need to reply to this email or click on the Mark as completed icon to complete. Otherwise, the system will continue to call as soon as you hang up.

Scenario 14: Social Listening

Allow to manage comments on their posts on the Facebook Fanpage platform, resolve sensitive issues, and prevent negative issues from customers (users) before they get worse.

  • From the Demo page, go to the Contact Us menu, click "Social Listening" or access the link https://www.facebook.com/primasdemo
  • Leave a negative comment on any post.
  • The system will make a phantom call to the agent and show the content message.

Scenario 15: Easy Pay

Allow agents to generate a secure payment link during a customer interaction. 

  • From the Demo page, go to the Contact Us menu, and click "Easy Pay".
  • The agent can send this link to the customer via email, or SMS or copy the payment link and send it to the customer.
  • The customer clicks the link to access a web page where they can enter their credit/debit card or bank account details to make the payment securely online.
  • Once the payment is completed, the agent receives an update confirming the successful transaction.
  • Customers open the link and enter:
    • Name on Card: can be any name 
    • Card Number: 4444 3333 2222 1111
    • Expiration: the format is MM/YY and it must be a future date
    • CVC: three random numbers.

Scenario 16: Phone Call Campaign

Allow outreach to customers with a specific message through SMS or phone calls. Customer data is imported into the system from an Excel file.

Scenario 17: Post Call Survey

Call the number 6265219821, choose your preferred language, and press 3 for Other Support.

Connect to the agent (the call duration exceeds 10s).

After the call ends 10s, the callback to get the survey will call the customer.

Report

  1. FreedomQ 

  2. FCR 

  3. Abandon 

  4. Contact Report 

  5. CDR Report 

  6. Survey Report 

  7. Contact Message Report 

  8. Performance report

  • No labels