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Step 3: Start Demo

Feature 1: Web 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 which will receive a callback and click the "Request a call back" button.
• The system will call the phone number 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.
• Hang up the call to complete the demo.

Feature 2: Web Call

This feature allows a user to call the contact center directly from the webpage using WebRTC. The customer doesn't need a real phone to place a phone call.

• User: from the Demo page, go to the Contact Us menu, click "Web call"
• Enter the phone number you want the call center see you as your identity and click the "Call" button.
• The system will initiate a call from the web browser to the IVR.
  • Press 1 for the first prompt.
• Agent: 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.
• Hang up the call to complete the demo.

Feature 3: Email

• • can talk on the phone.
• Hang up the call to complete the demo.

Feature 3: Email

The user can send emails to the contact center. The Primas CX system will queue the email message to an agent and show the email pop up on the agent desktop via a phantom phone call.

• User: from the Demo page, go to the Contact Us menu, click "Email us", it will open your default mail client.
  • Or send an email message from a preferred mail client to the email address linkscope.it@gmail.com
• The system might send back to you an email to ask you to provide your phone number.
  If in the original email, you have your phone number in the signature, it will use that phone number and will not ask your phone number.
• The system will queue the email message using a phantom call to the agent.
• Agent: from the agent web page. make sure the agent phone is open, the agent phone will ring and an email pop-up 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.

Feature 4: Web Chat

A user visits the website and wants to chat to the contact center via web chat which is a chatbox at the bottom of the web page.

• User: from the bottom of the Demo page, click to on the Web Chat bubble, a chatbox will open.
• Type a message to in the chatbox.
• A chatbot will respond to your message.
  • Note: choose Billing or Insurance when the chatbot asks "With which department would you like to be connected?"
• Complete the conversation with the chatbot.
• The system will queue the chat conversation using a phantom call to the agent.
• 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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Usecase: You want to see the user's desktop and ask the user to share the screen and the user agrees.

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