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titleUser Experience - Normal operations, out of hours, closed for meetings, etc

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,
  2. A text-to-speech message plays, reading "Thanks for calling LAITS."
  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 receive a callback when the next agent is available, you will not lose your place in line. Otherwise, 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
    3. Callbacks are only offered until 4PM3:30PM
  6. When an agent is available, the customer is routed to them

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 8AM 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 8AM 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

  • 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.
  • A text-to-speech message plays, reading "Thanks for calling LAITS desktop support."
  • 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


    • Amazon Connect then disconnects the call, there is no option to leave a voicemail.

    The call center receives calls as normal, but plays a designated message to customers.  The steps to do this are recorded and available here. 


    Expand
    titleLogging In/Out

    Logging in/Out

    1. Visit https://laits.awsapps.com/connect/and log in

      1. Chrome or Firefox is required

      2. Your username is your EID, but your password is not necessarily your EID password - you can set it to be whatever you want 

      3. If you don't have an account, contact Gregory Bosley or Cummings, Antoninocontact an Amazon Connect Admin. The Call Center Managers, and some DSS are admins. 

    2. Once you're logged in, click the phone icon in the upper right hand corner
      1. Note: If you haven't already, click "Hide the guide" to remove the introduction steps.  
    3. In the popup, select the Gear Icon and select either soft phone or desk phone
      2. Soft phone will route calls through your computer audio
      3. Desk phone will route calls through whatever number you plug in, eg your desk phone or cell phone. 
      4. Make sure to click save after you enter your desk phone number
      5. Set yourself to available, and you'll begin to receive calls. 
    4. Once you're ready to log out, set yourself to Offline and close the window 
       

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    Expand
    titleReporting/See who's online

    Everyone can view reports that shows show who's logged in, what status they're on, and other useful bits of info. Useful reports are linked here, but you can make your own too.

    1. Queue + Agent Status
      1. Real time. Displays how many calls are in the queue, along with the status of all agents  
    2. LAITS Historic
      1. Displays metrics on the calls we received in the past day


    You can also view other reports by navigating here:

     

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