Boss / Secretary

Boss / Secretary

Case Scenario

​​​​​​​​​​​​​​​​​​​​​​​​The company structure of Inflight Enterprises consists of a central secretariat and multiple managers. In order to increase the attainability of the managers, Inflight Enterprises decided to use Microsoft Lync in combination with Anywhere365 Unified Contact Center (UCC). Today Inflight Enterprises has two managers and a team of 4 secretaries on a central secretariat. Because Anywhere365 does not require userlicenses, the secretariat is able to grow along with the ambitions of Inflight Enterprises.

Mike Evans, one of the two managers, would like to receive all calls directly. Only if he is not available the secretariat should answer calls that are intended for him. Frans van Robert Peters, the second manager, participates in many meetings and wants to receive important calls only. The secretariat answers and filters all calls and forwards important calls to Robert Peters. If the secretariat is not available or the office is closed after 17.30 PM Robert Peters would like to be able to decide whether or not he is available, regardless of his workplace at the office, at home or while using his smartphone.​

Tasks

Direct Calls

Mike Evans, one of the two managers, would like to receive all calls directly.



Secretariat answer call if not available

Only if he is not available the secretariat should answer calls that are intended for him.



Receive important calls only

Robert Peters, the second manager, participates in many meetings and wants to receive important calls only.



The Secretariat filter all calls

The secretariat answers and filters all calls and forwards important calls to Frans



Decide whether or not he is available

If the secretariat is not available or the office is closed after 17.30 PM Frans would like to be able to decide whether or not he is available



Office phone, Home phone or mobile phone

regardless of his workplace at the office, at home or while using his smartphone.



How do you envision your optimal dialogue management system to look like?

There are two fields of expertise, Product Sales and Consulting Sales. Based on the field of expertise the right person should be selected. In the case of Product Sales, Mike Evans will always receive the call and if he is not able to answer the call, it will be forwared to the one of the three available secretaries. In the case of Consulting Sales, the secretary of Robert Peters, will always receive the calls.
In this scenario all secretaries will back each other up, and Mike Evans and Robert Peters will back-up each other as well. Finally, if the managers are not able to answer an incoming call within 20 seconds the call will be forwared to the Product Sales secretaries (in this case the call will not be offered to Mike Evans again).

Flow

Boss / Secretary