Primas CX User Guide
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Preparation

Agent Login

  • Login extension 40203 to Avaya OneX
  • 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.
  • Login user 40203/40203 with extension 40203 to Web Notifier Chrome Extension.

Demo web page

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

Simulate customer web page

Feature Demo Scripts

Web callback

  • 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.

Web Call

  • 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.
    • Note: it may take a minute to connect to the hit the IVR. This is a connection issue we are working on.
  • The system will initiate a call from the web browser to the 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.

Email

  • From the Demo page, go to the Contact Us menu, click "Email us", it will open your default mail client.
  • 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.
  • 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.

Web Chat

  • From the bottom of the Demo page, click to Web Chat bubble, a chatbox will open.
  • Type a message to the chatbox.
  • A chatbot will respond to your message.
  • 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.

Screen Sharing

While you are chatting with the web chat user, you can demo the Screen Sharing feature:

Usecase: You want to see the user desktop and ask the user to share the screen and the user agrees.

  • Agent: From the chatbox, type sharescreen keyword and hit enter; or click into the Screen Sharing icon at the top bar of the chatbox.
  • Chat user: clicks to the shared link, a web page will show in a new tab, enter the phone number or agentID 50007 and click the Start button on this web page to start screen sharing.
    It will ask the user which screen they want to share, the user needs to select a window and click the Share button.
  • Agent: a confirmation message will show in the chatbox, click the Accept button. A new window will open to show the user's screen, click the Connect button to see the user's screen.

Video Sharing

While you are chatting with the web chat user, you can demo the Screen Sharing feature:

Usecase: You want to see the user and ask the user to share the video or audio and the user agrees.

  • Agent: From the chatbox, type sharevideo keyword and hit enter; or click into the Video Sharing icon at the top bar of the chatbox.
  • Chat user: clicks to the shared link, a web page will show in a new tab. The user needs to enter the phone number or agentID 50007. This web page has 3 share buttons at the bottom of the page.
    • The first button (Voice only): connect audio between the chat user and the agent, so they can talk directly while they are chatting. This feature is helpful for international support where the caller doesn't have a local phone number to receive a phone call.
    • The second button (Incognito video): one-way video - the chat user can see the agent's video but the agent can't see the chat user's video.
    • The third button (2-way video): the chat user and the agent both share the video with each other.
  • Chat user: click one of those buttons to share their video or audio.
  • Agent: a confirmation message will show in the chatbox, click the Accept button. A new window will open to show the user's video/audio.

Text while caller in queue

This feature will allow a caller to interact with text messages while the call is waiting in the queue.

  • Make sure the agent 50007 is closed by clicking the Close button from the agent dashboard.
  • From a phone, make a 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.
  • 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.

FCR - ePop

FreedomQ callback and text while wait 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.

  • From a phone, make a 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.
  • 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.
    • Hang up the call to complete the demo.

Speech to Text integration

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

  • From a phone, make a call to 714.274.7421, press 4, leave a message, and hang up.
  • The system will auto convert messages to the text as an email.
  • 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.

Text to Speech integration

EasyPay - Text secure payment

TTY - Hearing Impaired Support

Call 9513644693, it will trigger a text message to the caller phone number




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