This allows the contact centre agent to receive calls via the 8X8 â Telephony application, and upon receiving the call, redirects the user into MCS and directly opening the person in contact centre. The integration matches the telephone number on any customer accounts in MCS and then presents any matching records for selection. This allows the contact centre agent to select the person record and continue with the transaction.
User process
How does a user process the request
On receiving the call from 8X8 â, a browser window will open for contact centre agent. This will enable the agent to log into the My Council Services (MCS) platform.
If there is a Microsoft Azure Active Directory (AD) Integration for single sign on purposes (AD SSO) is in place, this will automatically log the contact centre agent into the MCS Platform.
Upon logging in, the MCS Platform will search for the telephone number and will complete one of the following actions based on the telephone number passed from the 8X8 â
system:-
- Present the customer directly, based on the number passed if only one match is found.
- Present a pop-up window to present the customer details, based on the number if more than one match is found.
- Present the initial person search in contact centre, based on the number if no matches are found
1. If one match is Found
Will direct to Person record directly in Contact Centre, with message to confirm customer found.
2. If multiples matches are Found
Will direct to pop-up window to allow the contact centre agent to select the appropriate record, with a message to confirm multiple customers found. The user can then select the customer as required and will be redirected to the person in contact centre as point 1.
3. If no matches are found
Will direct to person record directly in contact centre, with a message to confirm customer found.
Matching process
The matching process will consider any numbers configured within the customer records as follows:
- Number can be from any contact point
- Number can be primary or non-primary
- If part of the number is supplied, it will search for any matches
The search will consider any part of the telephone number including a leading zero and country code.
Configuration
Link for 8X8 â
As an example (this will be configured as part of set-up).
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