AT&T provides CC support by staffing the client CC ICM/CVP team with certified/qualified resources. AT&T provides engineering and technical services to plan, design, and implement application changes or additions to this contact center solution based on Cisco’s Intelligent Contact Manager solution located in the Customer’s primary data center in Minneapolis, Minnesota.
Within scope for the ICM/CVP scripting support service is:
* Applications/Configurations/Scripting dedicated to ICM/CVP
* Applications/Configurations/Scripting with a CVP/ICM dependency, where no other system/process utilizes the same dependency
Specific examples that are within scope include:
o ICM Scripting
o CVP studio scripting
o Custom Java w/in the CVP applications
o Dialer campaign management
o Dedicated web services that only CVP uses
o Dedicated DB’s used in ICM/CVP scripting (includes standalone and ICM SQL DB’s; CVP Informix DB’s)
o Tomcat configuration (as part of the CVP platform)
o Integration from ICM to 3rd parties that is wholly configured and managed from within the ICM/CVP platform (e.g.. Application Gateway, ICM Gateway, ACD connectivity, etc.)
Specific examples that are out of scope include:
o CTI applications/desktop apps (Support for data to the PG and help w/ integration is within scope, but the apps themselves are out of support scope)
o Web services that are shared between ICM/CVP and other client applications outside of the ICM/CVP infrastructure
o Databases utilized by CVP/ICM that are outside of the CC domain or are hosted on non CVP/ICM servers
CVP/ICM is not an ‘exclusive/stand-alone’ platform. It will always have integration to applications/platforms supported outside this team. ATT partners with the client and its support teams to deliver effective call routing and treatment to client customers. Under direction of client CC Senior Managers and AT&T Staff, the AT&T service includes planning, scripting configuration, design, operational support and other responsibilities assigned by the client CC Senior Manager, as follows:
Planning – Provide planning and project coordination assistance for ICM initiatives (day to day operations, upgrades, implementations, administration, testing) including:
a. Gather, develop and convert business requirements into call-flow designs and ICM scripts, test call flows and scripting logic to verify that it meets the business requirements
b. Determine and establish business rules, skill groups, etc.
c. Translate business requirements into detailed system requirements for ICM, PBX, IVR, and carrier systems.
d. Participate in call routing optimization from cost and quality perspectives.
e. Coordinate ICM projects/initiatives and assist in development of project planning and implementation timelines for projects that include ICM and other Cisco UCCE components.
f. Documentation services
Scripting Configuration – Review scripts to identify areas of opportunity for call routing optimization, review, tune-ups and scrubs of unwanted configuration information, including:
a. Analyze current Call Routing Scripts performance against key metrics (ASA, service level, abandons, utilization, etc.)
b. Measure and report on actual vs. objectives
c. Validate call routing formulas
d. Evaluate and document call routing for operational gaps/enhancement opportunities
e. Coordinate activities with the other departments and outside vendors regarding call flow development
f. Proactively identify problem areas
- Recommend, prioritize and implement improvements to formulas with deficiencies;
- Recommend, prioritize, and implement alternatives for agent availability and queuing Recommend, prioritize and implement improvements or alternatives to scripts to handle fluctuations in call volumes and/or agent resources
g. Enhance call tracking in routing scripts for data capture and reporting
h. Perform integrity checks and clean up
Design – Review and analyze script layouts to identify areas of opportunity to improve script design, including:
a. Consolidate or expand call types, numbers and scripts
b. Implement “go-to” and “call-type” script nodes for ease of administration and management
c. Design and implement new ICM scripts including scripts using advanced routing – for example, database lookup – with a focus on capturing reporting data and screen pops
d. Scripts for enhanced monitoring capabilities;
e. Designing and implementing Custom Functions for ease of Script formula management. A Custom Function represents an expression that can contain parameters that receive values when the function is called.
Operational Support – Review operations and identify opportunities to use ICM administrative scripts and ICM call routing scripts to improve control and redirect call delivery in situations where unexpected events and resource availability issues have occurred. Identify, resolve and report on the where, when and why of network default routing and other areas including:
a. Identify, design, and implement ICM administrative scripts to enhance the handling of opening/closing of centers, hours of operation, emergency conditions, ramp-up and ramp-down down times, outages such as VRUs, and peripheral gateway’s and to provide default routing, redirection of calls from one skill group to another or from one ACD site to another with post-routing functionality.
b. Time of day and day of week script management
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