Agent access to OCM

[vjicecool]

we are planning to install OCM in agent desktop, agent should have the rights to access calling list only(not campaigns). Agent should be able to update record from the OCM, and reschedule call. Where should i set the agent(user) access levels in cme, so that he doesn't have access to campaigns and only to calling lists he is in. please help

[Steve]

Your first stage would be to create an access group and add these agents to it. Then you need to grant READ (propegate off) on all the folders from Environment down to the one which contains OCS & OCM and Grant READ & EXECUTE on OCS, OCM and the DAP, to the access group.

You will probably also need to grant READ on the Hosts folder (propegate on)

Then grant READ on Resources (propegate off) and Calling Lists (propegate on). This would give all the agents in the group access to all the calling lists.

If you want to restrict this further to "to calling lists he is in" you would need more access groups, one for each calling list. Then only grant READ without propegate at the Calling Lists folder level, and then give each Access group READ on the relevant Calling List object.

[vjicecool]

Thanks for the reply.
I didn't understood this part "Then you need to grant READ (propegate off) on all the folders from Environment down to the one which contains OCS & OCM and Grant READ & EXECUTE on OCS, OCM and the DAP, to the access group."
All user(agents) right now doesn't have access to any application other than desktop.
So I have created a new group by name outbound. i have added an agent to this group.
to give him access to the ocm and also in the mean time to restrict him from accessing what should i do.

[fnunezsa]

Why would you let agents access calling list records through OCM?

[Steve]

Fnunezsa - I tried to avoid getting drawn into that (very obvious) question.

Vjicecool -
Assume your OCM, OCS and DAP are in Environment - Applications - Outbound.

You would open the security properties for Environment, click add, find your access group, give it the READ permission and make sure that the Propagate box is not checked. Then repeat for the Applications and Outbound folders.

You then need to do the same on OCM, OCS and the DAP, but this time grant READ and EXECUTE (without EXECUTE the users will not be able to run the application). At this level there won't be a propagate box, as there are no child objects to propagate to.


You can then move on to the Hosts folder, Resources and Calling lists - again making sure propagate is unchecked until you get to the lowest level.

[vjicecool]

Fnunezsa: we are giving the option to customer to leave voice mail. so when the agent wants to call the customer, he can reschedule the call from the OCM Calling list.
is there any better idea, to get this done.

[fnunezsa]

[quote]we are giving the option to customer to leave voice mail. so when the agent wants to call the customer, he can reschedule the call from the OCM Calling list[/quote]

Please confirm my understanding. Customer calls in, if no agent is available you provide the customer with the option to leave a voice mail and when an agent becomes available he would re-schedule a record in OCM in order to call the customer? Also is it up to the agent when to call the customer?

[vjicecool]

Agent will be in the preview mode and calls customer
Customer is not available and won't answer the phone
Agent leaves a voice mail asking him to call back to this extension.
Customer decides to call back, customer enters the extension and this time agent is not avail.
So customer leaves a voice mail with his number.
Now Agent wants to call back the customer. at this point agent will be at his desktop and he does not have an option to pull customer data from OCS database.( we have an option but we are trying to avoid it after the new implementation). so what would be the best way an agent can see the customer data before he calls him?
like an option to re-schedule the record after seeing his record on desktop. he should be able to re-chedule the call after few minutes in time.

[Steve]

Personally I don't think agents should ever give out their extension numbers. If they leave a message, as you say, they should leave the service line's main inbound number, this avoids a number of issues -

The agent is not available all the time. But if the call arrives as a normal inbound call you should always have an agent available to deal with it (during your opening hours) even if it has to queue for a while.

Once a customer knows an agent's extension number, they will use it everytime. Why listen to a series of IVR menus if you can ring direct? Why pay for a premium rate call if you can ring the agent directly using a cheaper number. This bypasses your routing, your stats collection and can cause other calls to be cut off, in the case of a race condition. It can also cost you revenue if the number of people ringing your premium rate numbers starts to drop.

Once one customer finds out an agent's extension number, his friends and family do too, and then their friends and family do as well. Before long it the information is on the internet so anyone can find it.

So to my mind agents should give out one number only and that should be the number on which you want incoming calls to arrive, the number you publish on your sales literature and your letters etc.

[vjicecool]

Hi Steve
I Understand your concern here, this scenario of a customer calling an agent is related to some specific campaigns.
So far we are seeing very less number of call backs with extensions. so the company want it to be that way. I cannot change it.
so coming back to my topic, can you please tell me what would be the right way to deal with it, any suggestion would be appreciated.

[cavagnaro]

And that info shouldn't be feeded from your CRM system or similar? So the agent would have to seek in there not in OCM...Genesys is definitively not a CRM system and is not intended to be.

[vjicecool]

How can we feed from CRM?
When agent has customer number and wants to dial, crm at this point has nothing on it.
if you think on a regular basis, an agent when he sees voice mail on phone, he will listen to it and when he wants to dial it he uses softphone.

[cavagnaro]

Doesn't it has his phone number as he would do on OCM??? Or how does he will do the search on OCM???

[vjicecool]

Thanks for responding

Right now, Agents are using an application to associate customer phone number to account number.

The current scenario is like this.

1) When agent comes to his desk after a break, he will see a voice mail on his phone.
2) Now he decides to call the customer.
3) Agent uses the softphone to dial the customer, the softphone app right now has no details about the customer at this moment.
4) When the customer answers the phone, agent greets him and searches his phone number in the application( some web based, in house application) to retrieve account number of the customer, this account number he uses to search in the CRM
5) If CRM returns more than one number, agents tries to verify customer
6) Agent finishes the call and than he is done.


Our new development should avoid the interface of the third application which i mentioned above in step 4. our business team doesn't want OCM to be installed on agents desktops too. Any suggestions please!

[cavagnaro]

Which softphone do you use? GAD? Custom?