anywhere365 for lync role model boss and secretary
DESCRIPTION
Anywhere365 Role Models - new design. This Role Model describes the Boss/Secretary or Manager/Team situation and some of the possible situations. More to come. Role models describe common business situations and how ANYWHERE365 make these situations smarter, more efficient and more effective. By providing you these role models, we would like to inspire as well as challenge you. We offer inspiration by showing you the added value and limitless possibilities of ANYWHERE365 in many different situations and your challenge is to imagine how ANYWHERE365 is able to add value to your company by translating these role models to your own business processes.TRANSCRIPT
Boss and secretary
The company structure of Tunaworld consists of a central secretariat and multiple managers. In order to increase the
attainability of the managers, Tunaworld decided to use Microsoft Lync in combination with Anywhere365 Unified
Contact Center (UCC). Today Tunaworld has two managers and a team of 4 secretaries on a central secretariat. Because
Anywhere365 does not require userlicenses, the secretariat is able to grow along with the ambitions of Tunaworld.
This scenario describes the steps taken by Tunaworld to optimize their Lync environment for this situation using
Anywhere365.
Organization
Tunaworld
Consulting sales
Frans van Elst
Manager
Consulting sales
Jane Doe
Secretary
Consulting sales
Keith Sanders
Secretary
Consulting sales
Product sales
Klaas Jansen
Manager
Product sales
Martha Zink
Secretary
Product sales
Nathalie Amore
Secretary
Product sales
Tasks
Klaas Jansen, one of the two managers, would like to receive all calls directly. Only if he is not available the secretariat
should answer calls that are intended for him. Frans van Elst, the second manager, participates in many meetings and
wants to receive important calls only. The secretariat answers and filters all calls and forwards important calls to Frans.
If the secretariat is not available or the office is closed after 17.30 PM Frans would like to be able to decide whether or
not he is available, regardless of his workplace at the office, at home or while using his smartphone.
There are two fields of expertise, Product Sales and Consulting Sales. Based on the field of expertise the right person
should be selected. In the case of Product Sales, Klaas Janssen will always receive the call and if he is not able to answer
the call, it will be forwared to the one of the three available secretaries. In the case of Consulting Sales, the secretary of
Frank van Elst will always receive the calls. In this scenario all secretaries will back each other up, and Klaas and Frank
will back-up each other as well. Finally, if the managers are not able to answer an incoming call within 20 seconds the
call will be forwared to the Product Sales secretaries (in this case the call will not be offered to Klaas again).
Scenario
Call blue
o Incoming call
o Call arrives at UCC
o Skill ‘Product sales’ is chosen
o Manager is available
o Klaas Jansen will be hunted
Call red
o Incoming call
o Call arrives at UCC
o Skill ‘Product sales’ is chosen
o Manager is available
o Klaas Jansen is hunted, but does not accept the call
o Call is forwarded to ‘Product sales’
o Call arrives at ‘Product sales’
o Manager is unavailable
o Because the call is forwarded by the manager
o One of the secretary will be hunted
o In this case Martha Zink
Call yellow
o Incoming call
o Call arrives at UCC
o Skill ‘Product sales’ is chosen
o Manager is unavailable
o One of the secretaries will be hunted
o In this case Keith Sanders
Call green
o Incoming call
o Call arrives at UCC
o Skill ‘Product sales’ is chosen
o Both secretaries and manager of ‘Product sales are unavailable, fallback agents will be hunted
o Before 17:30 pm
o Jane Doe will be hunted
Call purple
o Incoming call
o Call arrives at UCC
o Skill Consulting sales’ is chosen
o Before 17:30 pm
o Jane Doe will be hunted
o Jane Doe forwards call to Frans van Elst
Call pink
o Incoming call
o Call arrives at UCC
o Skill Consulting sales’ is chosen
o Before 17:30 pm
o Jane Doe will be hunted
o Jane Doe accepts call and forward it to Frans van Elst
o Frans van Elst does not accept the call
o Call will be forwarded to Product sales
o Manager is available
o Klaas Jansen accepts the call
Call grey
o Incoming call
o Call arrives at UCC
o Skill consulting sales’ is chosen
o After 17:00 pm
o Frans van Elst will be hunted
Call brown
o Incoming call
o Call arrives at UCC
o Skill ‘Consulting sales’ is chosen
o Both secretary and manager of ‘Consulting sales’ are unavailable, fallback agents will be hunted
o Manager is unavailable
o One of the secretary will be hunted
o In this case Keith Sanders