Today, I am preparing for our pre-launch meeting for our new 8×8 voicemail queue system. I created a document which showcases the work that has been done so far, anything left to do, as well as a few thought-provoking questions to help facilitate open discussion of the launch process.
When creating a project wrap-up document, providing as much information as you can is always an excellent idea; while this data may not be used in the meeting (would probably put them to sleep), you should always be ready to answer any question that arises about every stage of the project.
As my coworkers can attest, I am known for handing out ridiculous amounts of paperwork. Although the Amazon rainforest is most likely upset with me, I find leaving those in a meeting with a little homework to be quite effective.
So, the following post contains a collection of tickets that have been completed in this project, some that are still open, and finally, some pre-launch questions to be asked during the meeting. I hope this post helps you in some way, as the only thing more stressful than actually completing a project is discussing your work in a meeting!
- Research how to manually check voicemails, how agents can see them (wallboard).
- Created voicemail queue, script, and added channel to Voicemail Test.
- Got the new queue, script, wallboard, and channel finished this weekend for us to test out the new voicemail changes.
Created a new script, Voicemail Test, and assigned it to xxx-xxx-xxxx; this script has the new voicemail queue, Voicemail Test, included.
Currently, I am the only one assigned to the script but can add one/both of you for testing purposes.
I am still working on a few things, but have left 3 test voicemails in the queue for us to see how everything works.
Created options in the Voicemail IVR script to allow for a callback.
- I called 8×8 earlier this morning and talked to a few people, but received no straight answer yet. A ticket has been created and waiting on a callback. From everything I have read so far, uploading a custom message only allows the ‘delete voicemail’ and ‘send voicemail by email’ options to assigned to a number. Seen below.
Unless they call me back with some way to work around this, there may very well be no way to call a customer back via voicemail queue access.
There has to be some way to do it through the phone only, otherwise, sending the voicemail as an email seems to be the only way to get the number of the person who called.
- Just got off the phone with 8×8 and there is no way to callback a customer using the voicemail queue. Voicemail-to-email is how VCC is setup.
One thing (I think) we can do is just totally eliminate our customers’ ability to leave voicemails, and only offer them the queued-callback option. So, after-hours calls would just get the queued-callback prompt allowing them to leave their phone number to be called back as soon as we are open again.
- Remove Chris and add Amanda from Voicemail Test Queue.
Give Amanda phone number for Voicemail Test Queue.
Create Sales and Service Voicemail Queues for each Brand.
Disable Voicemail to Email.
Create new Inbound Phone Queue to Test Priority levels.
Edit Voicemail Test Queues to have lower priority levels than the Normal Inbound/Outbound Queues.
- Assign Chris to the voicemail queue, remove Will.
- Load the queue with a few test voicemails before.
- Added Chris and removed Will from Voicemail Test queue and loaded it up with 3 test voicemails.
- Amanda and I tested the inbound call/voicemail priority settings and the incoming call was offered before the voicemail.
To Do: Sales/Service Script Separation
Each brand (besides WBKF) now has a separate Sales and Service Voicemail queue; each queue has been added in each script in the appropriate spot; this voicemail separation of Sales and Service will only occur with input from the caller (if they press 1 for sales, they get sales VM, if they press 2 for service, they get service VM).
- To be able to separate Voicemails in each call script (brand) by whether they are sales or service without the input from the customer (for example, in a script, if the caller doesn’t press anything after the menu prompt and we are closed, they would just get sent to a Sales VM), I would have to include a sales/service? question for voicemails.
As most of our callers DO opt to input their choice after the menu, this shouldn’t be an issue.
- In the future, I can add a short question before forwarding to a voicemail (if we are closed), asking whether it is a sales or service call, which would then route them to the correct voicemail queue.
For the next phase of the project, I will test out the voicemail queue’s priority level by loading it up with some messages, setting myself as available within the agent GUI, and then having someone call the inbound queue that I am assigned to. Ideally, the inbound queue will be prioritized first, offering me that call before the voicemail.
- Postponed launching the new Service Queues for now. Reverted all Service Queues back to Sales.
To Do: Launch-Questions to Consider
- Agent assignments?
- Currently, the priority level for queued callbacks is 8, the same as inbound calls. Do we want to alter this?
- What do we want the Post-Processing Timeout to be for VM’s? (At 5 seconds now, inbounds are at 15).
- Do we still want to keep the auto-created ticket in Zendesk and just set it to close? In case the agent forgets the number or something, they could go back and look it up.
- Do we want to test this in a controlled environment first? Possibly only WBKF?
- When do we want to launch?
- What measures a successful launch?
Categories: Example Documents