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  • Our internal Amazon Connect number is 1-833-839-4246.
    • We've configured 512-471-5000 AND 512-232-5400 to forward to this phone number.
  • Outbound calls from Amazon Connect will show as coming from 512-368-9877. 
    • However, some callers may see something like "UT LAITS" depending on their phone provider
  • Although users can call either of these numbers to reach support, we should not advertise these numbers. 

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

Normal Operations

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  1. At present, both DSS and AV support numbers route to the same queue,


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Amazon has extensive documentation for how Connect works, and it's easy to learn. Please review their documentation if what's here doesn't answer your question, we do not want to reinvent the wheel re:documentation.

Finally, we also pay for AWS business support, so additional support if available from Amazon if needed. 


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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 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 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


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

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titleChat & Roles/Routing Profiles

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 via Connect if need be, contact Cummings, Antonino . Contact a call enter manager 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. All full time employees have this permission.

Profile NameDescription
LAITS Voice OnlyOnly takes voice calls
LAITS Chat OnlyOnly takes chats that come in through chat.laits.utexas.edu
LAITS Voice/Chat/Student ChatTakes voice calls and chats from faculty/staff AND chats escalated by the chat bot. You MUST use the custom control panel when assigned this profile. 
LAITS Chat/Student ChatTakes both faculty/staff chats AND chats escalated by the chat bot. You MUST use the custom control panel when assigned this profile. 
LAITS Student ChatTakes only chats escalated escalated by the chat bot. You MUST use the custom control panel when assigned this profile. 
LAITS Voice/Chat backupHas a lower priority and takes voice calls and chats from chat.laits.utexas.edu when agents assigned to other profiles are busy.
LAITS AV SupportTakes only voice calls from faculty/staff who select 1 from the call menu for classroom technology issues.


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titleViewing Call History
Results will be displayed as follows

Anyone can view call history on Amazon Connect.

  • Navigate to Metrics & Quality > Contact Search
    1. Image Removed
  •  You'll see a screen like this - you can search for your own contacts using your EID
    1. Note: The default time zone is UTC - change it to central
    2. Image Removed

    • Amazon maintains documentation for this, available here, under "How to search for a contact". 

    Some notes: 

    1. The 1-833 number you see listed is our internal amazon connect number
    2. Note that it It can take up to 3 minutes for a contact log to appear here here
    3. Image Removed


    Expand
    titleContact Flows

    Contact Flows are visual representations of how Amazon Connect routes calls. They look like flowcharts, and their blocks include actions like assigning a call to a queue, playing a message or hold music, requesting user input, etc.

    Understanding how contact flows work is critical to understanding Connect. Explicitly spelling out how our flows isn't feasible, you can learn from Amazon here. 

    Our current configuration of Amazon Connect uses the following contact flows:

    • LAITS Call Introduction
      • The first place a calls goes. This plays a welcome message and sets various behaviors/variables before handing it off to another flow.
    • LAITS Main Queue Flow
      • The heavy lifter. This flow does a lot - it checks our hours of operations and plays appropriate messages/solicits relevant input. It then routes the call appropriately
    • LAITS Queue 
      • This flow handles the hold/waiting loop. It plays hold music and asks the customer if they'd like to receive a call back rather than waiting in queue
    • LAITS Bot Chat
      • This flow handles chats initiated by the chatbot
    • LAITS Basic Chat
      • This flow handles chats initiated by visiting chat.laits.utexas.edu
       

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    Expand
    titleHow To Close the Contact Center
    Anchor
    Close Contact Center
    Close Contact Center

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

    0 - LAITS Main Queue Flow

    Image Removed
    1. Scroll right to find the "Check queue status" object shown above.
    2. Drag the all 3 link arrows from the Check queue status object to the Play prompt, as indicated.

    3. Click the blue "Play prompt" text at the top of the 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. Test the away message by calling 512-471-5000.
    6. When the call center reopens, reconnect the arrows to the Check queue status object
    7. Save and publish. Test.

    LAITS Basic Chat

    Image Removed

  • Move the link 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.

    The Contact Center can be closed by editing relevant contact flows or editing our hours of operation. 

    This is described in video here. 


    Expand
    titleOnboard/Offboarding

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

    Multiexcerpt
    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 > 
      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 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 

    Multiexcerpt
    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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