Autotask Toolkit

v 2.13.2 PROD

Fallback to callcenter Implemented

📁 SharePoint-folder

Status
Implemented
Stage
Stage 6 - Handover
Win reason
–
Klant
Acolad Netherlands B.V. (1181KK121)
Aangemaakt
2024-05-29
Gesloten
2024-06-17

Beschrijving

Uitleveren: 16 uur project enginering With this solution we can offer the customers who are using the VoIP app on a smartphone fallback to the call center (this is different from actually connecting PSTN to ACS). The customer gets the option to speak to an agent in case the VoIP calling fails (no vendors or some other reason). By selecting to do so the mobile phone initiates a regular phone call to the Avaya platform (this will incur costs on behalf of the customer). In Breeze we recognize the caller and the job that failed, before handing the call over to the Avaya call center. The agent that handles the call will be notified of the return call in AL and can send the call to Breeze to do a new vendor search but this time based on PSTN instead of VoIP. This will take us 2 days to build and test on DEV and then deploy on PROD.

Primary quote

Naam
#1564 — Fallback to callcenter
Effectief vanaf
2024-05-28
Vervaldatum
2024-06-29

With this solution we can offer the customers who are using the VoIP app on a smartphone fallback to the call center (this is different from actually connecting PSTN to ACS). The customer gets the option to speak to an agent in case the VoIP calling fails (no vendors or some other reason). By selecting to do so the mobile phone initiates a regular phone call to the Avaya platform (this will incur costs on behalf of the customer). In Breeze we recognize the caller and the job that failed, before handing the call over to the Avaya call center. The agent that handles the call will be notified of the return call in AL and can send the call to Breeze to do a new vendor search but this time based on PSTN instead of VoIP. This will take us 2 days to build and test on DEV and then deploy on PROD.

Eenmalige items (1)

# Artikel of dienst Item type Aantal
1 Engineer [project]
Engineer rol voor werkzaamheden op een project 		Labor 16

Notes (8)

Datum Action type Assigned to Onderwerp / inhoud
2024-06-17 Opportunity Update Erik Gunther Opportunity: None, Fallback to callcenter Total Revenue=1840 Probability=100% Sales Stage=Stage 6 - Handover Projected Close Date=17-06-2024 Changed Opportunity Owner from Hammel, David to Gunther, Erik Status=Closed
2024-06-17 General David Hammel Workflow Rule "[TSV-Opp Stage6] Opportunity ready for handover - notify project team" fired.
When an opportunity is: Edited And the following conditions are met: Opportunity Category in list "Losse opdracht or Project or Standaard (projecten)" Stage changed to "Stage 6 - Handover" Then execute the following actions: Send notification e-mail ([TSV-Opportunity] Project - Stage 6 Handover) to akik@tsv-groep.nl; bsyed@tsv-groep.nl; flunstroo@tsv-groep.nl Initiated by Erik Gunther
2024-06-17 General David Hammel Workflow Rule "[TSV-Opp WON] Opportunity closed & WON - notify RE for KP" fired.
When an opportunity is: Edited And the following conditions are met: Opportunity Category in list "Losse opdracht or Project or Standaard (projecten) or TPS Orderbevestiging" Stage changed to "Stage 5 Closed - WON" Then execute the following actions: Send notification e-mail ([TSV-Opportunity] Opportunity - Stage 5 Closed (WON) aanmaken kostenplaats) to flunstroo@tsv-groep.nl; revers@tsv-groep.nl Initiated by Erik Gunther
2024-06-17 Opportunity Update Erik Gunther Opportunity: None, Fallback to callcenter Total Revenue=1840 Probability=100% Changed Status from Stage 5 Closed - WON to Stage 6 - Handover Projected Close Date=17-06-2024 Opportunity Owner=Hammel, David Changed Status from Active to Closed
2024-06-17 General David Hammel Workflow Rule "[TSV-Opp WON] Project closed & WON - notify project team" fired.
When an opportunity is: Edited And the following conditions are met: Opportunity Category in list "Project or Standaard (projecten)" Stage changed to "Stage 5 Closed - WON" Then execute the following actions: Send notification e-mail ([TSV-Opportunity] Opportunity - Stage 5 Closed (WON)) to flunstroo@tsv-groep.nl Initiated by Erik Gunther
2024-06-17 Opportunity Update Erik Gunther Opportunity: None, Fallback to callcenter Total Revenue=1840 Changed Probability from 25% to 100% Changed Status from Stage 3 Proposal Sent to Stage 5 Closed - WON Changed Projected Close Date from 01-07-2024 to 17-06-2024 Opportunity Owner=Hammel, David Status=Active
2024-06-10 Opportunity Update Erik Gunther Opportunity: None, Fallback to callcenter Total Revenue=1840 Probability=25% Changed Status from Stage 1 First Contact to Stage 3 Proposal Sent Projected Close Date=01-07-2024 Opportunity Owner=Hammel, David Status=Active
2024-05-29 Opportunity Update David Hammel New Opportunity: None, Fallback to callcenter Total Revenue=0 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=01-07-2024 Opportunity Owner=Hammel, David Status=Active
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