In part 1 of this mini series focussed around boss / secretary scenarios we looked at how to create a simple call flow that would enable secretaries to answer calls originally destined to the boss without the boss every knowing that they had a call. We took this further and created exceptions to allow some people to call the boss directly, but prevented everyone else. In this part, we are going to look at the experience from the secretary’s perspective.
So when the secretary’s client rings, the toast message looks like any other Skype for Business toast. Except that we don’t immediately see the caller ID as we do in a normal toast popup.
Instead we see the UCC endpoint that is trying to call the secretary. However, the toast is enriched with information that tells the customer the call is for the skill Boss 1 Secretary. So we can determine that someone has tried to call the boss 1 and I am being asked to accept this call.
When the secretary accepts the call, the Skype for Business client is enriched with a custom extension window that provides a lot of information to the secretary.
Using the built-in CDR database, Anywhere365 can leverage this information to provide the secretary with statistics on previous calls the caller has made. From a boss / secretary perspective, this information can be used to analyse on the fly why this particular caller is calling the boss several times a day. The secretary also has the ability to record the conversation from acceptance using the recording button at the top right of the window (red circle). Perhaps the caller has been repeatedly trying to get hold of the boss and is not accepting having to wait and becomes particularly aggressive. Recording can be used as evidence if necessary.
Assuming the boss is available, and has told the secretary they can send fielded calls through as they arrive, the transferring can be done by simply dragging and dropping the caller, over the contact in either the CDR tree or previous contacts list.
However, what happens if the secretary wants to perform a warm transfer (consult)? This can be done using the conference call tab. In here we can invite the boss into the conference with the caller and provide a hand over.
If the secretary wanted to first call the boss to ask them if they wanted to speak with the caller. Then there are a number of ways in which this is possible. Firstly you place the caller on hold like you would a normal voice call.
Then you can call the boss directly using your Skype for Business client and have the conversation with them. If they choose to accept the call, then the secretary can transfer the caller using one of the following methods.
- Drag and drop using the methods described earlier
- Transfer using normal Skype client blind transfer
- Using the call transfer tab, starting a conversation with the boss and choosing the transfer button
- Transfer directly to the boss’s direct skill, by clicking on the skill icon and then choosing the boss’s direct skill
- Sending the call to a call park orbit and telling the boss the orbit pickup number
For secretaries who need perhaps a more user friendly interface, there is a custom attendant console available, which provides all this described functionality and more for situations whereby the secretary may handle calls for more than one boss.
The attendant console probably warrants a blog or two on its own, but at high level the features above the native capabilities of using the Skype for Business client are:
- Ability to see boss’s calendar and free / busy information directly in the client. This helps the secretary determine instantly if the boss is free or not
- If the boss has a scheduled meeting with internal or external visitors, then the console comes with a visitors module that references Exchange meetings for the participant list. This allows the secretary to send a IM to the boss using a “check-in” button which notifies them that the participant has arrived for their meeting
- The ability to take notes and send notes to the boss such as “Mr Jones called requesting you call him back on +441270212100 regarding your purchase”
- The ability to see the call queue and make decisions to transfer to another secretary if you are swamped without having to accept the call
In part 3, we will look at more advanced scenarios.