Replace ShoreTel Workgroups with AWS Connect1
Recently we had a client with a very specific set of requirements and DrVoIP was able to satisfy with Dextr dashboard! The client had a ShoreTel deployment that used ShoreTel Workgroups. ShoreTel Workgroups are often called a ‘poor man’s’ call center. The client had made a decision too they were migrating away from ShoreTel to Skype for Business, they needed a new Call Center solution. Workgroups act like traditional hunt groups but they enable customer queueing and both historical and real time reporting in a manner that is very similar to a formal call center.
The client wanted to replicate ShoreTel Workgroups along with the same ‘look and feel’ as ShoreTel Workgroup agent dashboard. This dashboard enabled queue monitoring and also enabled a supervisor to change an agent state from Forced release to available or move an agent between queues. We had no doubt that AWS Connect was the ideal solution, but we knew the Connect Control Panel or CCP as AWS calls the webRTC soft phone, would need a lot of work if it was going to provide the same functionality as ShoreTel.
We created the basic Dextr Agent dashboard to have the same features and functionality as the ShoreTel Workgroup Agent interface with several new and advanced features. We needed to create a solution that would enable Supervisors to create an ‘ad hoc’ meeting and to close the call center and even create a new ‘CLOSED’ greeting. Additionally it would be desirable if the Supervisor could send a broadcast message to all the agents in the queue. This broadcast message would scroll across the agents screen, alerting all to a situation that the Supervisor wanted to bring to the attention of all Agent.
AWS Connect Holiday Schedule.
The first requirement was to setup a holiday schedule and also to allow the supervisor to create a ‘CLOSED FOR MEETING’ date and time. AWS Connect does not have this ability out of the box, but it does have the API’s available to create such a solution. So our team added this functionality! Dextr enables a user with Admin privileges to open a window and create both HOLIDAYS AND AD HOC closings. The instance is initially stocked with all US Federal holidays already listed. The Admin can modify, add or delete these dates. They can also specify, via the drop down window, which queues they are closing. There is also a Text to Speech window in which the supervisor can enter the text of a prompt that will be played to a caller should they call during that time slot.
Dextr uses AWS Lambda to test for a holiday or ad hoc closing as step one in the opening contact flow. The Lambda function brings back open or closed, a reason code and the text to speech prompt. In this way the caller might hear ‘ You have reached us at a time we are closed for <insert reason from Lambda>, please hold while we transfer you to the message center’. The entire message is created by the supervisor as the TTS or text block that will be returned by Lambda.
Dextr also enables the Supervisor to send out a broadcast message that scrolls for all queues or just a selected queue! This is a list of all the features of the Dextr Dashboard basic version;
- Nothing to install! Instant Access via https://go.dextr.com which has video instructions for on boarding;
- Customizable Logo;
- Role based Login (supervisor, agent, administrator)
- SAML support;
- Agent Team Status Display;
- Agent Call Activity with (click to return call);
- Directory System with Click to call;
- Help Button – Alert Supervisor;
- Queue Monitor – including calls in queue, max waiting time; optional red, yellow tags)
- Personal Recording; (permission option);
- Supervisor Permissions add: Login/Logout (change agent state) Monitor, coach and Barge in;
- All Recording search and play (see note 1 below);
- Real Time Metric review Report Generation
- Ability to set Holiday Schedules and “ad hoc” closings with new close prompt (think team meeting).
- Push Announcement String out to Agent Dashboard for alerts and other notices.
Dextr augments the basic AWS Connect CCP softphone to enable advanced features that we find most call centers demand! See Dextr.Cloud or DrVoiP.COM for additional details!