Did you know about Case Management's telephony feature?
What It Is
The telephony integration:
- Makes caller lookup a one-touch process
- Introduces an interface between the customer’s call center phone switch and the Case Management application
- Defines the process by which a call is routed to a qualified agent automatically
Typically, the process by which an agent (a.k.a. CSR) accesses a caller’s records involves a verbal transaction between the caller and the agent. The call is routed to the agent who asks for the caller's, then keys the ID into the system to retrieve the caller's records or create a ticket.
Without the telephony feature, agents must:
- Manually search for the caller by name or userid in the employee directory
- Verify the caller's identity
- Retrieve the caller’s current cases or create a new case
- Process the case or route it to a qualified agent
What It Does
Telephony automates case routing.
Customers can establish integration with their phone system to identify the caller and the agent instantly.
The case is immediately routed to a qualified service agent who instantly identifies the caller and retrieves the caller's profile and case history. This is one-touch caller lookup.
How It Works
The telephony integration establishes an interface between the customer’s phone system and the Case Management application.
When the phone switch has been configured to use rules to assign agents to cases, the telephony integration automatically routes the call to a qualified agent.
Once the caller enters his or her ID, automated processes route the call to the agent and makes the caller’s complete record history available to that agent.
The agent who receives the case can click the Get Caller button in the employee directory to retrieve the caller's current cases.
The Process
- The caller connects to the phone switch and enters the User ID.
- The call is routed to an agent.
- The agent's User ID and the URL that contains the caller's User ID are sent to the application.
- The agent clicks the Get Caller button to retrieve all records associated with the caller’s ID, including the caller's profile and case history.
General Requirements: Customer
To integrate telephony with the application, the customer must supply a phone switch with these capabilities:
- Call the URL that Infor specifies
- Accept information that is entered by the caller
- Store information that is entered by the caller
- Recognize the agent's ID to which the phone switch is routing the caller
For questions or more information, contact your HRSD Customer Success Manager.
