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236 Chapter 17 Examples of Call Center configurations
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Multimedia Call Center
Mosaic Hardwood Flooring wants to enhance their webpage to be voice-enabled. They send an
e-mail to select customers with the latest information about new products and specials. The
message has with an HTML link that links customers to Mosaic Hardwood Flooring staff.
Mosaic also puts voice-enabled HTL links on the web pages of their sponsors.
To meet the new load on the Call Center, Mosaic hires three new staff members as Multimedia
Call Center agents. These agents take only Multimedia Call Center calls.
Here is how Mosaic configures their Basic Call Center:
“General properties” on page 236
“Activity Codes” on page 237
“Lines” on page 238
“Skillset 5” on page 238
• “Routing Tables” on page 239
• “Service Mode” on page 240
• “Overflow” on page 240
General properties
The General Properties, Caller Input Rules and EWT Tables are unchanged.
Additional keycodes Multimedia Call Center
Agents Agent 1- Bob
Agent 2- John
Agent 3- Jane
Agent 4- Sales4
Agent 5- Installation booker 1
Agent 6- Installer1
Agent 7-14 Installers
Agent 15- Sales5
Agent 16-19 Sales
Agent 20- Installation booker 2
Agent 21- Supp_book1
Agent 22- Supp_book2
Agent 23-33 Installers
Agent 34-36 MMCC Agents
Greetings