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EFCC Predictive Dialer

Date

Meeting Title

Attendees

Discussion

EFCC Predictive Dialer

Meeting Recording

@a user @a user @a user @a user @a user @a user @a user

Addressed the current limitations of the outbound call routing system and discussed the implementation of a formula-based approach for determining call volume based on agent availability.

Key Discussion points

1 Outbound Call Formula

  • The system’s capability to determine the number of outbound calls based on agent availability was reviewed.

  • It was clarified that agent availability does not directly trigger outbound calls. Instead, a formula can be applied to determine the number of calls to be made.

  1. Routing Engine Limitation

  • The routing engine currently does not support dialing multiple outbound calls per reserved agent, which is a critical limitation.

  • Adjustments to the dialer side are needed to implement the desired functionality, allowing multiple outbound calls per available agent.

  1. Proposed Workaround

  • A temporary solution was discussed: initiating calls without reserving agents in advance

  • Issues with this workaround for blended agents (handling both inbound and outbound calls) were noted, including potential conflicts and inefficiencies.


4. Agent Reservation Requirement

  • The ability to reserve agents for outbound campaigns is crucial.

  • Future enhancements should support the reservation of agents for multiple outbound calls based on availability and a predefined formula.


5. Call Volume and Formula-Based Dialing

  • The formula for determining outbound call volume needs flexibility, allowing for dynamic adjustments based on real-time agent availability.

  • The system should be able to dial multiple outbound calls per agent depending on the overall volume and availability.


6. Agents capabilities

  • Discussed the potential focus on dedicated outbound agents, the system should support dialing multiple outbound calls per agent.


7. Handling No Available Agents – Forwarding to Bots

  • The need to forward calls to a bot if no agent is available was emphasized.

  • Ensuring calls are not dropped and are redirected to a bot or pre-configured output node is essential.


8. Routing Node Requirements and Future Configurations

  • The routing node must be flexible to allow modifications based on business needs.

  • It should scale the number of calls dynamically in response to real-time agent availability.


9. Additional Insights and Terminology

  • The concept of “routing” involves actions triggered when an agent becomes available, applicable to both inbound and outbound scenarios.

  • Outbound calls and inbound queues continuously check for agent availability

  • The formula for outbound calls can be dynamic, ranging from a fixed number of calls per agent to more sophisticated algorithms based on volume and availability.

Action Items:

CCC-890

  • @a user CCC-1000
  • @a user Schedule development work and combined testing for the new routing functionalities.
  • @a user & @a user Draft detailed use case documentation outlining the routing logic, including the formula for determining outbound call volume
  • @a user Collaborate with Masood to ensure that the requirements are accurately captured and implemented.
  • @a user CCC-999
  • @a user & @a user Write detailed documentation and review with stakeholders to ensure clarity and accuracy.
  • @a user Focus on other technical aspects such as AI self-services and voice file handling, ensuring that core responsibilities are maintained.

DNC/ List Management

Date

Meeting Title

Attendees

Discussion

List mgmt: DNC/ MS Teams direct/ xfer & attendant widget

Meeting recording

@a user @a user @a user @a user @a user @a user @a user @a user

List management and transferring of calls by call center agents. Use case is to build various connectors to different lists of customers or national phone books from EFCX, that can be then be used for multiple purposes.

Key points included integrating with various customer lists, such as national phone books, private directories, and DNC lists, for verification and call transfer. Microsoft Teams integration was highlighted as a high-priority task, and requiring real-time presence and calendar status for call transfers. The discussion emphasized the need for a centralized list management system to handle multiple scenarios, including internal phone books, call transfer, and Microsoft Teams integration. The team agreed on the importance of a structured approach to list management to avoid future complexities.

List Management and Call Transfer Scenarios

  • The importance of list management for call center agents was discussed, focusing on verifying customer lists, checking call permissions, and identifying customers.

  • Various scenarios were outlined, including:

    • Transferring calls internally and externally.

    • Microsoft Teams integration for call transfer.

    • Screen pop-ups for agent desk use.

  • A centralized list management system was deemed necessary to handle these scenarios, including internal phone books and call transfer functionality.

Microsoft Teams Integration and List Management

  • Real-time information and presence status are critical for Microsoft Teams integration, especially for phone number, department, and name-based searches.

  • Integration with Teams is a high-priority task, as it's a pre-requirement for Swiss tenders.

Product Ownership and Integration with Third-Party Applications

  • Integration with third-party applications such as Microsoft Teams was highlighted, along with the development of agent desk gadgets.

    • @a userleading the Microsoft Teams integration.

  • The need for synchronizing lists, detecting duplicates, and comparing lists against DNC lists

Customer List Management and DNC Lists

  • Difference between customer list management and other types of lists, such as public directories and CRM lists highlighted.

  • Real-time list access and synchronization were noted as essential, especially for importing and comparing lists with DNC lists to ensure compliance.

  • The importance of deduplication and list comparison for outbound campaigns was emphasized.

Real-Time Information and Call Transfer

  • There is a need for real-time information such as presence status and calendar entries for call transfer.

  • Integration with external calendars and internal phone directories is required for accurate call transfers.

  • A widget for searching and transferring calls in Microsoft Teams essential.

Architectural Vision and List Management Strategy

  • A clear architectural vision is needed to ensure consistency and scalability in list management and call transfer features.

  • A structured approach is required to avoid messy support and documentation issues in the future.

  • The possibility of using APIs for integration with third-party applications was highlighted.

Next Steps

  • Microsoft Teams integration was confirmed as a high-priority task.

  • Internal discussions with @a user and @a userwill determine the next steps for list management.

  • A clear plan and architectural vision for future integrations and developments will be prepared.

Action Items:

  • Develop list management APIs and capabilities.
  • Work on Microsoft Teams integration and agent desk gadgets.
  • Define metadata and interfaces for external lists.

Campaign reports templates

Date

Meeting Title

Attendees

Discussion

Campaign reports templates

@a user @a user Abraham Lugonzo @a user @a user @a user

Focused on developing campaign reports for ECM and Cisco. The importance of linking campaigns and ensuring data consistency across different systems. Specific metrics like call duration, agent involvement, and delivery notifications were highlighted, with a need for customizable APIs and webhooks to facilitate data collection and reporting.

Action Items:

Jira: Epic Link (attach link)

  • Abraham Lugonzo: Create sample data to see and try compiling reports

Campaigns_ Integration with Cisco

Date

Meeting Title

Attendees

Discussion

Campaigns: Integration with Cisco

Meeting Recording

@a user @a user @a user @a user @a user @a user

Ability to create campaigns in ECM and map them to Cisco campaigns, with predictive or progressive settings determined by Cisco. The integration allows for syncing call results back to ECM, applying strategies based on outcomes. However, ECM lacks control over Cisco campaigns post-integration, limiting options to start and end times. The team discussed the need for enhancing ECM's scheduler to hold contacts until specific dates and times, and the necessity of revising reporting templates to accommodate Cisco data.

Campaign Management and Control in ECM

  • ECM can send campaign context to Cisco, but it cannot control the campaign once it’s handed over, aside from start and end times.

  • A node is needed in ECM to fetch Cisco campaigns and enable contact passing.

  • There is a limitation in ECM regarding controlling the dialer settings or making changes after integration

Campaign Scheduling and Execution

  • Current ECM scheduler lacks the ability to hold contacts for future actions based on specific dates and times.

  • Enhancing ECM’s scheduler to execute campaigns based on specific time frames was identified as a priority.

  • The condition node in ECM can only apply definitive measures and does not allow for future scheduling.

Reporting and Data Integration

  • ECM's reporting templates need revision to accommodate Cisco data.

  • Current reports were developed for the EFCC dialer, making them incompatible with Cisco’s system.

  • Follow-up discussion required to review reports after the connector deployment is complete.

Action Items

  • @a user Set up campaign manager in the lab for testing
  • Create a node to select Cisco campaigns and enable contact passing
  • @a user and @a user Revisit Cisco reports and ECM report templates
  • @a user Schedule an internal discussion on progress and system improvements

Follow-up: Campaigns Integration with Cisco

@a user @a user @a user @a user @a user

The meeting focused on integrating campaign management with Cisco CCX and CCE systems. A campaign test was created in the campaign manager, with context uploaded via CSV, and tested with UCCX. Discussions included managing intermediary lists, pausing and resuming campaigns.

Campaign Management and API Capabilities: The ability to stop and resume campaigns was discussed, with functionality confirmed for CCX, but not CCE. Urgent need to deploy the solution for CCE within two months.

Next steps:

Review performance and timelines for campaign integration with Cisco systems, while continuing to develop key features. Focus will be on critical tasks to ensure timely deployment without unnecessary delays. Further meetings and calls are scheduled to track progress.

Action Items

  • @a user Schedule a follow up call on Monday to analyze progress and timelines for delivering the Cisco integration
  • @a user & @a user Review ECM reports and features to identify any gaps in the current solution
  • @a user Have a call with Kashif about reports and data extraction
  • @a user Follow up on list management features with Ehtasham
  • @a user Look into dialing modes and update Masood https://expertflow-docs.atlassian.net/browse/CCC-999
  • Review the WebEx Contact Center dialer API for potential Cisco work

Conversation flow node to feed Cisco Dialer

Date

Meeting Title

Attendees

Discussion

Conversation flow node to feed Cisco Dialer

@a user @a user @a user @a user @a user

-To discuss outbound capabilities, campaign manager, mainly in the Cisco contacts

-Cisco dialer integration

Action Items:

  •  

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