Additional Contact Center Setups

This chapter covers the following topics:

Setting Up Criteria to Flag Customers as Critical

Customers are automatically flagged as critical whenever a customer meets conditions defined in a customer profile check.

The application includes the predefined boolean customer profile check Critical Customer. It flags a customer as critical if the customer has more than five open service requests.

You can change the criteria by modifying the predefined customer profile check or by creating a new one altogether as outlined in Customer Profile Setup Process Overview. You must select any new profile to be used for criticality checking in the system profile Customer Care: Profile Check for Determining Customer Criticality.

Agents can manually reset the criticality of a customer making a noncritical customer as critical or vice versa and view the audit history of such manual overrides. See Specifying the Defaults for the Override Customer Criticality Window.

Specifying the Default Values for the Override Customer Criticality Window

Agents can use the Override Customer Criticality window to change the status of a customer to critical or to remove the customer from the critical list. You can:

Setting Up Quick Menu

Quick menu is based on the predefined filters. Filters have a many to many relationship with AOL functions and are seeded in the Quick Menu tables. This section defines the association of the filter with its function in AOL.

For the Service responsibility, the Quick Menu is already setup.

To familiarize yourself with the quick menu setup

  1. View the profile values:

    1. Open the System Profile Values window from the navigator.

    2. Query on the system profile Customer Care: Start Menu in Quick Menu.

    3. The default value is Quick Menu for Customer Support.

  2. Verify the AOL menu for quick menu:

    1. Using the Application Developer Responsibility, navigate to Application, Menu.

      The Menus window appears.

    2. Run a query to open the seeded menu CSX_CUSTOMER_SUPPORT_QM.

    3. View the results of the query.

    4. Close the window.

  3. Configure the Quick Menu.

    You can configure a different quick menu for each responsibility by adding or deleting Quick Menu enabled forms.

    The predefined quick menu displays all quick menu enabled forms:

    • Manage Critical Customer

    • Maintain Relationship Plans

    • Order Capture (Order Quoting - Forms)

    • View Customer Product

    • Maintain Systems

    • Contact Center

    • Service Request

    • Depot Repair

    The following item is not quick menu enabled as it uses the HTML interface:

    • Search Knowledge Base

      You can add any additional form function to the Quick Menu, even though the form function is not quick menu enabled. This enables you to quickly navigate to the form, but the variables in the original form are not passed to the form on the quick menu. Only quick menu enabled forms can accept variables from the original form.

      Note: Do not use the colon in any menu name or description for the QuickMenu. The ":" is a reserved character and must not be used.

Setting Up Wrap-up

Agents record their interactions with customers using the Call Wrap Up window. You can use this procedure to make call wrap-up mandatory or optional and to specify what information is recorded by default.

Prerequisites:

Every interaction between an agent and a customer and each action an agent takes can have multiple outcomes, each outcome can have multiple results, and each result can have multiple reasons.

You must set up the outcome, results, and reasons and their possible combinations by following the procedures described in the Oracle Customer Interaction History Implementation Guide.

To set up interaction wrap-up

  1. Under the Service responsibility, navigate to Others, and select Profile System Values.

  2. To make wrap-up mandatory for every agent interaction with the customer in the Contact Center, set the system profile Customer Care: Make Call Wrap Up Mandatory in Contact Center to Yes. By default wrap up is optional and this profile is set to No.

  3. To make wrap up mandatory for agent interactions in the Service Request window, set the system profile Service: Make Call Wrap Up Mandatory in Service Request to Yes. A setting of No makes entry optional.

  4. Set the system profile Default Interaction Wrap-Up Combination for Contact Center to the combination of outcome, result, and reason codes you wish to use by default for interactions.

    The list of values lists all of the wrap-up combinations of outcome, result, and reason codes you have created. See the wrap-up section of the Oracle Customer Interaction History Implementation Guide.

  5. Set the system profile Customer Care: Default Value for Wrap-Up Activities to the combination of outcome, result, and reason codes you wish to use by default for each activity recorded by the agent.

Setting Up Party and Account Numbering

Party numbers and account numbers can be generated manually or automatically.

To setup party and account numbering

  1. Set up automatic account numbering:

    1. Select an Oracle Receivables responsibility and navigate to System, and select System Options.

      The System Options window appears.

    2. Open the Trans and Customers tab.

    3. Check the Automatic Customer Numbering check box to have the application generate customer account numbers automatically.

      Note: Although this number is referred to as Customer Number in Oracle Receivables, this number is referred to as Account Number in Oracle TeleService.

  2. Set the HZ: Generate Party Number system profile option to Yes to enable automatic party number generation in Oracle TeleService.

Enabling E-Mail for the Contact Center

E-mail functionality in the Contact Center is provided through the Oracle Email Center. Please see Implementing Oracle Email Center and E-Mail Templates for further details.

Enabling Oracle Knowledge Management

To enable knowledge searches within the Contact Center you must implement the Oracle Knowledge Management service foundation module according to the procedures described in Oracle Knowledge Management Implementation and Administration Guide.

The Knowledge: Search to display for integrating applications profile option must be set to enable Knowledge Management in Oracle TeleService. The values for the profile option are Simple Search, Advanced Search, and InQuira Search.

You can specify which responsibilities can:

Enabling Oracle Scripting

You must create scripts and implement scripting according to the procedures described in Oracle Scripting Developer's Guide, Oracle Scripting Implementation Guide, and the Oracle Scripting User Guide.

In addition, the system profiles in the following table enable Oracle Scripting in the Contact Center and modify the performance of scripts.

The table columns are explained as follows: