Autotask Toolkit

v 2.13.2 PROD

Make CC Fallback variable + Implement Abort Job in ACS Implemented

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Status
Implemented
Stage
Stage 6 - Handover
Win reason
–
Klant
Acolad Netherlands B.V. (1181KK121)
Aangemaakt
2024-11-18
Gesloten
2024-12-04

Beschrijving

As per the customer request, we need to provide the following: - Currently the fallback to the CC (from ACS to Breeze) has a fixed target, this need to be flexible so that multiple CC environments can be selected - A new function for cancelling a job needs to be implemented, so that when the CP decides to hangup/cancel, in ACS we also cancel the job and any invites in progress. For vendors that have accepted the job but have not yet been transfered we will play a prompt indicating the CP has dropped/cancelled. CC fallback changes - Add TTS function towards the CP so the redirect message can be flexible and in multiple languages - The TTS prompt for CC redirect needs to be added to the startJob API endpoint - The TTS language for the redirect message needs to be added to the startJob API endpoint - We will use the TTS language ISO code for the CC redirect prompt to determine the correct CC target destination; - nl-NL will route to the Dutch callcenter (=Amstelveen) - de-DE will route the call to the German callcenter (=DACH) Estimate for this part: - 8 hrs for ACS changes - 4 hrs for Breeze/Avaya side Abort Job - A new API endpoint will be added to ACS, abortJob - The new API enpdoint parameters will include; - jobId - The correct cancel message need to be added to the startJob API endpoint so we can play that to the vendor - The same prompt should be used for rainy day scenarios where the transfer to the CP fails, ie. due to technical issues, instead of dropping the call - We will then cancel the current job and when done send a putCall disconnected to confirm succes Estimate for this part: - 16 hrs for changes in ACS As usual we will include some additional hours for project management and meetings: - 8 hrs for both parts Total amount: - 36 hrs

Primary quote

Naam
#1702 — Make CC Fallback variable + Implement Abort Job in ACS
Effectief vanaf
2024-11-17
Vervaldatum
2024-11-29

CC fallback changes - Add TTS function towards the CP so the redirect message can be flexible and in multiple languages - The TTS prompt for CC redirect needs to be added to the startJob API endpoint - The TTS language for the redirect message needs to be added to the startJob API endpoint - We will use the TTS language ISO code for the CC redirect prompt to determine the correct CC target destination; - nl-NL will route to the Dutch callcenter (=Amstelveen) - de-DE will route the call to the German callcenter (=DACH) Estimate for this part: - 8 hrs for ACS changes - 4 hrs for Breeze/Avaya side Abort Job - A new API endpoint will be added to ACS, abortJob - The new API enpdoint parameters will include; - jobId - The correct cancel message need to be added to the startJob API endpoint so we can play that to the vendor - The same prompt should be used for rainy day scenarios where the transfer to the CP fails, ie. due to technical issues, instead of dropping the call - We will then cancel the current job and when done send a putCall disconnected to confirm succes Estimate for this part: - 16 hrs for changes in ACS As usual we will include some additional hours for project management and meetings: - 8 hrs for both parts

Eenmalige items (3)

# Artikel of dienst Item type Aantal
1 Engineer [project]
ACS Software development 		Labor 24
2 Project Management
Project management 		Labor 8
3 Engineer [project]
Voice engineering 		Labor 4

Notes (8)

Datum Action type Assigned to Onderwerp / inhoud
2024-12-04 General Erik Gunther 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 "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; jveraar@tsv-groep.nl Initiated by Erik Gunther
2024-12-04 Opportunity Update Erik Gunther Opportunity: None, Make CC Fallback variable + Implement Abort Job in ACS Total Revenue=4220 Probability=100% Changed Status from Stage 5 Closed - WON to Stage 6 - Handover Projected Close Date=04-12-2024 Opportunity Owner=Gunther, Erik Changed Status from Active to Closed
2024-12-04 General Erik Gunther 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
2024-12-04 General Erik Gunther 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
2024-12-04 Opportunity Update Erik Gunther Opportunity: None, Make CC Fallback variable + Implement Abort Job in ACS Total Revenue=4220 Changed Probability from 25% to 100% Changed Status from Stage 3 Proposal Sent to Stage 5 Closed - WON Changed Projected Close Date from 26-11-2024 to 04-12-2024 Changed Opportunity Owner from Hammel, David to Gunther, Erik Status=Active
2024-11-19 Opportunity Update Frank Lunstroo Opportunity: None, Make CC Fallback variable + Implement Abort Job in ACS Total Revenue=4220 Probability=25% Changed Status from Stage 1 First Contact to Stage 3 Proposal Sent Changed Projected Close Date from 31-12-2024 to 26-11-2024 Opportunity Owner=Hammel, David Status=Active
2024-11-19 0 Quick Note Frank Lunstroo Offerte gemaakt en verstuurd naar Petra.
2024-11-18 Opportunity Update David Hammel New Opportunity: None, Make CC Fallback variable + Implement Abort Job in ACS Total Revenue=0 Probability=25% Sales Stage=Stage 1 First Contact Projected Close Date=31-12-2024 Opportunity Owner=Hammel, David Status=Active
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