Interaction team

SAP Contact Centre: Process a Voicemail

Aim: The aim of this document is to show how to process a voicemail.

Background

Voicemails left on: 0191 208 3333 come through to iTeam at: as an attachment to an email, sending address being: . We will process these as emails by interacting, confirming the account, creating a ST and doing what is required to respond to the customer enquiry and complete/transfer the ticket as appropriate.

You should be logged into SAP Contact Centre and CRM in ‘Not Ready’ mode – see separate BP for logging in to SAP Contact Centre.

Find voicemails to process by setting the following search criteria:

·  Email

·  My groups

·  Not completed

·  Date range as required

·  *BCM* in the description field

·  Click the email link from an item in the results list to ‘preview’ the voicemail

·  Click on the attachment link

This will open a WAV file and enable you to listen to the voicemail

·  Click the back arrow to go back to the inbox and decide whether to delete the message or interact

Note: You should NOT ‘interact’ with a Wellbeing related voicemail. These voicemail emails should be deleted once listened to and dealt with in line with the SWS Business Process: iTeam handling requests for initial appointments etc. and identifying consultancy calls in the usual way.

·  Highlight item by using the far left blue box

·  Select the dustbin button to delete

·  Click interact to process a genuine voicemail

·  You can listen to the voicemail again at this point if required

·  Search for the customer in the account ID screen using any reference number/name details given in the voicemail (the student/applicant number may also appear in the email preview screen if the customer has entered it during the IVR)

Note: if information is limited you can also copy and paste the telephone number from the email preview screen to the account ID screen, but you may only be able to confirm a record this way on an exact match in the results list (depending on the information you have from the call). If there are multiple ‘potential matches’ (e.g. a landline from a shared house) and no name is given you will be unable to confirm an account based on the telephone number used.

·  Confirm account

Note: if no telephone number is stored on the account, please edit and add it at this stage if you can for future use

·  Preview last interactions/interaction history as appropriate

·  Edit ST or click on ST to create a new one

Note: If the voicemail indicates that the enquiry needs to be dealt with by accommodation colleagues, we can forward the ST without calling the customer so as not to call the customer back and try to transfer if colleagues are unavailable. This enables accommodation colleagues to return that call at a time convenient to them. iTeam would deal with all other ‘specialist’ enquiries by returning the call first and then transferring the ticket – giving details of the attached voicemail as appropriate as no other colleagues will have the required access to listen to the voicemails.

·  Click dial pad

·  The telephone number may appear in the destination at this stage or may need to be added manually

·  Click dial (you are now calling the customer)

·  Once you have finished the call click hang up (and/or customer hangs up)

·  You will now be in wrap up mode until you click end

·  Note service ticket as appropriate

·  New STs should be set with ‘voicemail’ as the ‘source of enquiry’

·  Save

·  End

Note: you may need to transfer the ST to a functional team during the call, see separate BP ‘Processing a Warm Transfer’ for instructions on how to do this.

The voicemail will be stored against the inbound email in the business context so that it can be replayed in relation to future enquiries if required:

Last updated 04.05.2017