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titleHow To Close the Contact Center
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Close Contact Center
Close Contact Center

To close the office for a meeting/event/emergency, edit the following Contact Flows:

LAITS Call Introduction

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  • Move the connector from the top Play prompt to the one below, as indicated. You will have to do this twice, once for each output from the previous step.
    • Click the red square

    0 - LAITS Main Queue Flow


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    1. From the menu on the left, select Interact
    2. Drag "Play prompt" from the menu on the left into the queue as shown above.

    3. Click the blue "Play prompt" text at the top of the newly-created prompt to edit the text-to-speech message as appropriate. Be sure to include our email address.

    4. When the change has been made, click save and then publish in the top right.
    5. Once we're open again, reconnect the arrows to the top Play prompt, save and publish.

    LAITS Basic Chat

    • Move the connector from the top Play prompt to the one below, as indicated.

    • Click the red square to edit the text-to-speech message as appropriate. Be sure to include our email address.

    • When the change has been made, click save and then publish in the top right.
    • Once we're open again, reconnect the arrows to the top Play prompt, save and publish.

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    Expand
    titleOnboard/Offboarding

    To be completed whenever a DSS, Manager, or other staff member joins or leaves LAITS

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    MultiExcerptNameOnboard

    Onboard/Creating Accounts

    1. Log in to Amazon Connect
    2. Navigate to user management
    3. Add new users > Create and setup a new user > They can use the "Forgot password" link at the sign in page to change their password 
      1. login name: employee EID
        1. All other details as appropriate, use the employee's austin.utexas.edu email address 
      2. Phone type: Softphone
        1. Make sure "Auto-Accept Call" is unchecked
        2. Set ACW timeout to 360 seconds
      3. Profiles
        1. Security profile, as appropriate
          1. We primarily use "Agent", "Admin", and "Trainee"
          2. The "Trainee" profile allows STAs and new DSS to monitor live conversations in order to shadow
        2. Routing profile
          1. Select the "LAITS Voice/Chat/Student Chat" routing profile
          2. The Remote Lead profile puts the agent on lower priority (sends calls to others first, if available) 
      4. Security and Routing profiles can be edited from the "Users" menu
      5. Click save in the bottom left, then follow the prompts to finish creating the user
      6. Password
        1. Create a Stache entry titled Amazon Connect - [d]
        2. Generate a random password from the Secret field in the Stache entry.
        3. New staff should sign in using instructions on this page: https://wikis.utexas.edu/x/rAaAB
    4. After this, the user can log in immediately
        1. dummy password for the new account.
        2. The new user can visit the LAITS Amazon Connect homepage and click the "Forgot Password?" link to reset the password and gain access to the account. 

    Offboarding

    To be completed IMMEDIATELY after an employee leaves LAITS 

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    MultiExcerptNameOffboard
    1. Log in to Amazon Connect
    2. Navigate to user management
    3. Check the box next to the user's name and click remove


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