Preparation

Install Primas Web Notifier (Chrome Extension)

Web Notifier helps to show screen pop to the agent

The Agent PC just needs to install Primas Web Notifier once.

Follow this guideline: WN - Install Web Notifier Chrome Extension

Note: Primas CX Web URL is https://omnicx.primas.net:8443/LinkScopeWeb

Login to Primas Web Notifier

• Click on Primas Web Notifier (a green icon) on the Browser toolbar
• Login to Primas Web Notifier by using the user information below:
  • Username: 40203
  • Password: 40203
  • Extension 40203

Refer to this guideline for more information: WN - Get Started with Primas Web Notifier

Login to Agent Web Page

The agent web page helps the agent to login/logout to ACD and manage their available state.

• Login to WebApp https://omnicx.primas.net:8443/LinkScopeWeb, using user 40203/40203.
• Go to the Agent dashboard and login extension 40203 with agent ID 50007, Remote Extension 7140040203, and Password 40203.

Login to Web Notifier

•  (The web page might be automatically logged in if you already login to the Primas Web Notifier)
  • Username: 40203
  • Password: 40203
• Login in to ACD: navigate to the Dashboard > Agent, click the Login button, enter the login information below:
  • Extension 40203
  • Agent ID 50007
  • Remote Extension 7140040203
  • Password 40203
• Then, turn off Screen Pop at the top right of the agent dashboard. Login user 40203/40203 with extension 40203 to Web Notifier Chrome ExtensionBecause we will use the Web Notifier for screen pop.

Demo web page

Access the web page: https://omnicx.primas.net:9001/demo.html

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• Make sure the agent 50007 is closed by clicking the Close button from the agent dashboard.
• From Place a phone , make a call call to 714.274.7421, press 3 for the first prompt, press 3 for the second prompt.
• Press 1 to accept the text message offer.
• A text message will be sent to the caller's phone number automatically. Reply text message with verification info below:
  • Patient ID: H11110000
  • Reason for contact: can be anything
• Open agent 50007, the agent phone will ring and a chat pop-up will show to the agent desktop.
  Another pop up will show in a new browser window to show the caller information.
• Accept the incoming call from the agent web page and reply to the chat message.
• Hang up the call to complete the demo.

FCR - ePop

On the agent dashboard page or the call pop up (Screen Pop), the agent can see an icon docked at the top-right corner of the window to show the repeat information with color indication

• Red: the last contact on the same day
• Yellow: the last contact is in 2 days
• Green: the last contact is more than 2 days

FreedomQ callback and text while waiting for a callback

This feature will allow a customer to be called back instead of waiting in a phone queue to talk to an agent. While the customer is waiting for a callback, they can interact with text messages.

• From Place a phone , make a call call to 714.274.7421, press 3 for the first prompt, press 1 for the second prompt, and 1 for the third prompt to accept a callback.
• Continue, press 1 to accept the text message offer.
• A text message will be sent to the caller's phone number automatically. Reply text message with verification info below:
  • Patient ID: H11110000
  • Reason for contact: can be anything
• The system will callback to the customer and play IVR.
  • Press 1 for the first prompt, press 1 for the second prompt.
• From the agent web page. make sure the agent phone is open. 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 and reply message on the chatbox.
• Hang up the call to complete the demo.

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This feature will allow a caller to leave a voice message and the agent will reply to their problem via email.

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system will convert the message to text, then queue the message to an agent via email channel.

• Place a phone call to 714.274.7421, press 4, leave a message after the beep, and hang up.
• An email will be sent to linkscope.it@gmail.com with the transcribed text from your voice message.
• From the agent web page, make sure the agent phone is open. The agent phone will ring and an email pop will show to the agent desktop.
• Accept the incoming call from the agent web page and reply to the email message.
• Hang up the call to complete the demo.

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• From the Demo page, go to the Contact Us menu, click "Easy Pay"
• Enter the phone number you want to receive a text message at Phone No text box.
• Then, select one in three ways to share a payment link to the customer:
  • Text Message: the agent interacts with the customer with a text message.
  • Email: the agent interacts with the customer with an email (Enter the email address at Email Address text box).
  • Payment Link: the agent can copy the payment link and send it to the customer.
• Click to the payment link and enter information:
  • Name on Card: can be anythingany name
  • Card Number: 5500 0000 0000 0004 4444 3333 2222 1111
  • Expiration: the format is MM/YY and the values are any date in the futureit must be a future date.
  • CVC: three random numbers.

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This feature will support the deaf customer. When they call the contact center, the system will trigger a text message to their phone number.

• From Place a phone , make a call call to 951.364.4693. The system auto hangs up the call.
• A text message will be sent to the caller's phone number automatically. The caller can interact with a chatbot via text messages.
• Complete the conversation with the chatbot.
• The system will queue the chat conversation using a phantom call to the agent.
• From the agent web page, make sure the agent phone is open. The agent phone will ring and a chat pop up will show to the agent desktop.
• Accept the incoming call from the agent web page and reply to the chat message.
• Hang up the call to complete the demo.

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