Planning Guide

PureCloud Contact Center

Identify the information to have on-hand when configuring PureCloud.

Schedules

Define when your customers can call you.Specify whether all groups and departments use the same schedule or if they each have their own.

Name / Entry Points / Description

Schedules example

Name / Entry Points / Description
Open Hours / (317) 555-4351 / M–F, 8am–5pm

Inbound entry points

List the phone numbers that your customers use to contact you.Do not include direct user or station DIDs. Inbound entry points should betoll-free, IVR, queue/group numbers, and so on. If you already have a list of inbound entry points, thenjust make a note of where that list is here.

Tip:Group the numbers together. For example, if you have three toll-free numbers that get the same call treatment, add them as one entry. Thismakes things easier when configuring the system.

Name / Description / DNIS Numbers

Inbound entry points example

Name / Description / DNIS numbers
Main number / General entry point for all calls / 1-800-my-company

Menus

List the questions that determine where each call goes.Use a separate table for each menu. If your calls go straight to a queue, then skip this section.

Note: Menus are a subset of the inbound entry points.

Entry Point / Options / Action

Menu example

Entry Point / Options / Action
Main number / Language options / English, Spanish, Japanese, Russian
Press 1 for questions about billing. / Play the intro message before speaking to a live person.
Press 2 for questions about changing your service options. / To upgrade your service, press 1.
To discuss issues with existing service options, press 2.

ACD groups

Name / Description / Agents
  • Agent name
  • Agent name

  • Agent name
  • Agent name

  • Agent name
  • Agent name

ACD groups example

Name / Description / Agents
Billing Assistance / Agents answer calls related to billing assistance. /
  • Jane Smith
  • John Howard
  • Margaret O’Malley

Service Options Assistance / Agents answer calls related to service options. /
  • David Miller
  • Ashlee Jenkins
  • Mario Vasquez

Wrap-up codes

List the initial wrap-up codes to indicate the nature of interactions.

Name / Queues

Wrap-up codes example

Name / Queues
Pay a bill / Billing Assistance Customer Service
Questions about charges / Billing Assistance Customer Service
Upgrade service / Service Options Assistance Customer Service
Complaints about service / Service Options Assistance Customer Service

Roles

List the recommended role groups for quick-start launch.

Name / General Permissions / User Groups

Roles example

Name / General Permissions / User Groups
Agent /
  • Receive ACD calls
  • View quality evaluations
/
  • All who report to Mike Cromwell for Billing Assistance
  • All who report to Tabitha Moreland for Service Options Assistance

Supervisor /
  • View and run reports
  • View real-time queue dashboards
  • View Architect flows
/
  • Judy Watson
  • Jonathan Gribi
  • Jodi Williams

Quality Admin /
  • Create evaluation forms
  • Annotate recordings
/
  • Carlos Villareal
  • Hank Avery

Admin /
  • Create and manage Architect flows
/
  • Mark Shuller
  • Sally Bettencourt

URL screen pops

System / URL Format / Associated Queues

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