Get The Message Out Faster
In CC Hacks #001 we discussed using an ad-hoc announcement in your call flow design to play messages to your customers prior to queuing. On it's own, this is a great addition to any call flow design but with a small change in process, we can make it even more powerful.
Caveats to the Max
This hack applies to Avaya Communication Manager (sometimes referred to as CM or ACM), if you are working with this technology read on, if not, I won’t be hurt if you don’t.
Depending on the processes in your contact centre, recording a message and having it added to a call flow can be a bureaucratic nightmare. So, when you find yourself with a specific message you need to play to your customers today and no recording handy, you’re probably stuffed.
What if you could record the message using a handset in the contact centre, and what if that recording became immediately available for use on the system?
You Know Where I’m Going With This
You can, with some light configuration and permission changes it’s possible to enable the handset at your desk to record announcements directly onto your phone system.
Using your handset, you need only follow these steps:
Key *10 (This can differ from system to system, speak to your IT/Telecoms team to confirm)
Enter the announcement number
Key 1 to begin recording
Hang up…quietly, nobody wants to hear the clunk
That’s it. If you’re using the broadcast announcement concept covered in CC Hacks #001, all that’s left to do is to enable the broadcast announcement, which if configured correctly will also be within your control, and it’ll start playing to customers immediately. If not using broadcast functionality, your final task is to have your IT/Telecoms team update your call flow to include your new recording.
The way you’re doing it now takes time and likely relies on a number of different people: creating a script, getting a recording, uploading the recording and updating your call flow design. There are too many places that can slow or halt your progress.
The recording won’t be studio quality if you're doing it yourself, but the purpose is to deliver the message to your customers in a timely manner.
Is This Dangerous?
In the wrong hands yes, but Avaya thought of this. The ability to record announcements via handset is disabled by default and requires a change to handset permissions to make it possible. The flexibility is there to give permission to a single phone but it’s common practice for Team Leaders or Managers to have this ability.
The Science Bit
As I mentioned, there is some back end configuration required - it’s straight forward and low-risk but complex enough that describing it in a blog just wouldn’t work. Describe the requirement to your IT/Telecoms team and they should be able to make the necessary changes and if you need help, we’re on hand if you have any questions.