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AgentID/Extension:
70001: David Anderson
70003: Agent 70003
70004: Agent 70004
Queue/VDN:
100314: Billing
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Install Primas Communication Extension
- Access Primas Communication to install Primas Communication Extension:
- After installing the Primas Communication Extension, you should see this icon
at 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 
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Log in to Agent Dashboard and Primas Communication Extension automatically
Primas Agent Demo: Click here to auto-login.
Click here and 8x8 User Demo 1: Click here to auto-login.
8x8 User Demo 2: Click here to auto-login.
And wait until it shows you the Agent Dashboard page.
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- 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:
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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! 📲
- Search contact @279kbjyy or scan LINE QR code
- Dial to the self-service phone number
- Choose preferred language:
- For Thai, press 1.
- For English, press 2.
- For Vietnamese, press 3.
- Press 6 to check order details.for the Pizza Ordering System.
- To review the IVR Details, Click Here
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
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- From the Demo page, go to the Contact Us menu, click "Request a Callback"
- Select a queue and enter 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.
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- 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.
Scenario
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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
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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
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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.
- Call Flow Design App: https://asia-cc.primas.cloud/callflow-design/15
- PrimasCX URL App: Phone Call Campaign - Asia Call Flow
- Message Template: Hello {Patient Name}, this is a reminder from Primas Medicine. You have an appointment scheduled on {Appt Date} at {Appt Time}. We look forward to seeing you!
- Import Outreach Template: PhoneCallCampaign_Asia_Template.xls
Scenario 17: Post Call Survey
Call the number 6265219821, choose your preferred language, and press 3 for Other Support.
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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
FreedomQ
FCR
Abandon
Contact Report
CDR Report
Survey Report
Contact Message Report
Performance report