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.
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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 receieve 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 3:30PM
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 8 AM 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 8 AM 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

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.

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

Offboarding

To be completed IMMEDIATELY after an employee leaves LAITS 

Amazon Connect can leverage is set up to run an AWS Lambda function to dynamically notify callers of any current UT University holidays that fall outside of our normal closed hours. AWS

To do this, Lambda will need to read a specifically named and structured .csv file in order to determine which days during the fiscal year or long semester are holidays.

The below instructions will detail the creation and upload of this file and the upload process so that this functionality can be used.

1. Obtain a list of upcoming University holidays. You can find UT System's holiday schedule here.
2. Launch Microsoft Excel, or your preferred spreadsheet program
   1. Please note, the below : these instructions will only detail the process in Excel, though the process should not differ too much in other tools.
3. Create two columns, with headers "Holidays" and "Name" respectively
   
   1. These are mostly here for human-readable benefit; Lambda will strip discard the first row and discard these headers, but they're useful for keeping organized!from this .csv, so remember to include these headers
4. In the "Holidays" column, enter in each of the scheduled holiday dates

   1. Warning
      title Expected Date Formatting
      Excel will attempt to automatically reformat your dates to whatever your default date format is. Normally, this is the DD/MM/YYYY format for US/English computers and devices. However, Lambda will be expecting these dates in ISO 8601 format, e.g., "1976-07-04". Please be sure to select the dates you entered and set the formatting (using the "Format Cells" dialog) to the required format, as shown here: Image Removed Formatting can be specified after all dates have been entered.

   2. Lambda will be able to interpret MM/DD/YY, DD/MM/YY, or ISO 8601 date formats

   3. If Lambda does not properly interpret a given date, please alter its formatting to fit ISO 8601

      Info
      title Date Formatting
      When you have entered in all the needed dates, you may wish to specify their formatting. Specifically, you may wish to change the format to ISO 8601, as shown below. Image Added

      
      

5. In the "Name" column, enter in the name of the holiday

   1. Please note, UT System uses "Winter Holiday" to refer to the holiday time granted between Fall and Spring semesters, not including Christmas Eve, Christmas Day, Day After Christmas, and New Year's Day.

      Note

      This field should be considered required, as the

      Connect will read the holiday name out to the caller via text-to-

      speech system expects to be able to read this value back as part of its script with the caller. This may not be the case in future versions, but is status quo as of 2020-05-29

      speech. This field should be provided, if possible, so that Connect can give specific information.  If no name is provided for a holiday, Connect will instead say "a university holiday".

      
      

6. When you have confirmed that the data entry is complete and properly formatted, you can proceed to save the file as a .csv file with the filename, holidays.csv
   
   1. Please be sure to select "CSV (Comma delimited) (*.csv)", rather than any of the other available .csv formats. The other formats add extraneous information that is not necessary and may not work properly with Lambda.
      
7. Upload your holidays.csv file to our AWS S3 bucket so that Lambda can interact with it during each call
   1. You can visit this link to be taken directly to the appropriate S3 bucket
      1. Alternatively, you can navigate to AWS, select the S3 service, and open the laitscc bucket, navigating to laitscc/connect/laits
   2. Click "Upload", then drag and drop your holidays.csv file or browse to it using the dialog box
   3. Click the "Upload" button in the lower-left corner of the dialog box. You'll receive a confirmation message when the upload is complete.