Primas CX User Guide
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  1. Inbound: 
    Call to 2015026323
        Press 1 Support flow =>     Go to agent at queue 1000_Support  
        Press 2 Complaint flow  =>     Go to agent at queue 1000_Complaint 
        Press 3 Main flow 
                 Press 1 => Go to agent at queue 1000_Agent_Skill_1
                 Press 2 => Go to agent at queue 1000_Agent_Skill_2
                 Press 3 => Go to agent at queue 1000_Agent_Skill_3
                 Press 4 => Go to agent at queue 1000_Agent_Skill_4
                 Press 9 => Go to agent at queue 1000_Agent_Skill_Eng

  2. IVR Speech: Call to 2015026323, press 5 and press to choose language
  3. FQ:  Call to 2015026323, press 6
    No agent login: log out agent to offer FQ
    Queue busy: current always offer 
  4. Web call (Sometimes no the sound in the first call, try more calls)

  5. Email: Send email to primas.customers@gmail.com

  6. Webchat: chat from Demo page
    Order Bakery - 1000_Agent_Skill_1
    Order Food - 1000_Agent_Skill_2 
    Order Pinto - 1000_Agent_Skill_3
    Other information - 1000_Agent_Skill_4 

  7. Chat with LINE: search @830qojdu 

  8. Screen sharing 

  9. Video sharing 

  10. Social Listening: comment on the facebook page https://www.facebook.com/primasdemo/ 

  11. Easy Pay: send link via email/ SMS/ Copy Payment link  to send to customer
    Customer 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.   

  12. Survey: After the call ends 10s, the callback to get the survey will call the customer. (Duration the call more than 10s) Duy 

  13. Web RTC (callflow)
    Switch to Web phone and access to agent account
    Image Removed
    1. Make outbound external     
    2. Make outbound internal 
    3. Receive inbound call 
    4. Make call to callflow 

  14. Email Campaign
    Application: Email Campaign - Asia 

  15. Phone Call Campaign  
    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

Report:

  1. FreedomQ 

  2. FCR 

  3. Abandon 

  4. Contact Report 

  5. CDR Report 

  6. Survey Report 

  7. Contact Message Report 

  8. Performance report