Page Comparison

Normal Operations

1. A customer calls in to 512-471-5000 or 512-232-5400
   1. At present, both DSS and AV support numbers route to the same queue, this may change as operations return to normal after COVID-19.
2. A text-to-speech message plays, reading "Thanks for calling LAITS desktop support. Your call will be answered in the order it was received"
3. The customer then hears a message saying "Press 1 for classroom technology issues affecting instruction. For all other issues, please stay on the line
   1. If the customer presses 1, they are placed in the queue at priority one. Otherwise, they are placed in the queue at priority two.
4. The customer is then put into queue, and hears hold music until an agent receives their call
5. Every 2 minutes of being in queue, a text-to-speech message plays, reading "Press 1 if you want to receieve a callback when the next agent is available, you will not lose your place in line. Press 2 to remain in queueOtherwise, remain on the line."
   1. If the customer presses 2 or does nothing, they remain in queue
   2. If the customer presses 1, Connect collects their phone number then says "You will be called back when the next agent is available."
      1. This call then comes in as a typical phone call
6. When an agent is available, the customer is routed to them
   
7. There is no priority on routing - calls are actually answered in the order they are received

Out of Hours/Closed for holiday

1. A customer calls in to 512-471-5000 or 512-232-5400
   1. At present, both DSS and AV support numbers route to the same queue, this may change as operations return to normal after COVID-19.
2. A text-to-speech message plays, reading "Thanks for calling LAITS desktop support."
3. If the office is closed for a holiday, or the user has called outside of our set hours of operation, the following text-to-speech message plays
   1. Note that we use phonetic spellings here so that the TTS bot reads it properly. This message is updated as our hours of operation are.

   2. "We are currently closed, our hours are 7AM to 5PM Monday through Friday. You can submit a ticket by emailing LAITS hyphen help at you texas dot e d u

      For Zoom Support, visit support dot zoom dot you S.

      Press 2 for Canvas support

      Press 3 for Pan-Opp-toe support

      This message will now repeat.

      Thank you for calling LAITS Computer Support. We are currently closed, our hours are 7AM to 5PM Monday through Friday. You can submit a ticket by emailing LAITS hyphen help at you texas dot e d u

      For Zoom Support, visit support dot zoom dot you S.

      Press 2 for Canvas support

      Press 3 for pan-opp-toe support"

   3. Pressing 2 or 3 transfers the users to the appropriate phone lines for Canvas and Panopto support.
4. Amazon Connect then ends the call. There is not an option for a user to leave a voicemail.

Closed for meeting/emergency/event

Note: For this state to activate, the Call Center Manager Gregory Bosley must update the relevant contact flow

1. A customer calls in to 512-471-5000 or 512-232-5400
   1. At present, both DSS and AV support numbers route to the same queue, this may change as operations return to normal after COVID-19.
2. A text-to-speech message plays, reading "Thanks for calling LAITS desktop support."
3. A custom text-to-speech message plays describing why we're closed, and when we expect to reopen
   1. This message will always include an email address for users to contact
4. Amazon Connect then disconnects the call, there is no option to leave a voicemail.

When we launched Amazon Connect, we began offering chat support via chat.laits.utexas.edu. When you complete a chat, copy the transcript of the chat into the ServiceNow incident that you create for the contact.

Chat transcripts are logged in S3 and are accessible if need be, contact Cummings, Antonino if you need to review a chat transcript.

As a part of supporting remote instruction, LAITS has begun supporting some online classes as described here. If you are in a role or routing profile that may take chatbot escalations, you must use the custom agent control panel found here: https://chat.laits.utexas.edu/agent

 To use the custom agent control panel, simply log in to Amazon Connect as normal and then open https://chat.laits.utexas.edu/agent in a new window rather than clicking the phone icon.

Routing profiles may be edited and assigned by Amazon Connect Admins under Users > User Management > Selecting a User > Edit by a user with appropriate permissions. Our routing profiles are described below. All full time employees have this permission.