Demo Info
Webapp: https://asia-cx.primas.cloud/primascx
Demo page: https://asia-cx.primas.cloud/omnicx/
Callflow: https://asia-cc.primas.cloud
Username: sales@primas.net/***
PrimasCX webapp user:
primasadmin/***
primasagent/***
AgentID/Extension:
70001: David Anderson
Queue/VDN:
100314: Billing
100315: Car Insurance
100316: Other Support
QR bot
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
- 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 
Prepare for the agent role
Log in to Agent Dashboard and Primas Communication Extension automatically
Click here 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
- 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:
- 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 CarIVR: Please share the make and model of your car?
Customer: Honda AccordIVR: What is the model year of your car?
Customer: 2022IVR: 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: 12345IVR: 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.
- The IVR details
- 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.
- The Payment self-service IVR details.
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: Order Detail with Map Data
- 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.
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"
- Select a queue and 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: 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 10: 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 also can call to customer by the call icon at the Email pop