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We do however now have the challenge of if the call cannot be resolved immediately. There are a number of strategies available for how you might like to operate open tickets / cases. There is full documentation on your options here [[asdfasdfasdfForm_-_Record_ownership_strategies]]. We are going to use a very simple flagging work list to demonstrate how a manager could view queries that need to be managed. This strategy is referred to as XXXXXXOwnership by Flag / Status strategy.
The process of setting up a work list is described here [[asdfasdfasdfbxp_-_Worklists]]. The two limiting criteria we use for our worklist is that the Primary Issue = "Operations - Delivery failure" and Status = "Contact Outstanding".
Now we have a form into which we can put our tickets and are managing all call based contact through the form. We now want to extend the communications channel to include email.
The following process is dealt with in [[Email_-_Start_Here#Receiving]] in a generic manner.
The process of creating an email box log in is discussed here [[asdfasdfasdfBEMail_accounts]]
* Email Details (Complex - Email Block)
The next step is to configure the form to read the mailbox. This described in detail in [[asdfasdfasdfBEmail_(_Email-2-Campaign_)]]
We now have emails being loaded into the form, ready to be actioned. We now need to put in place a mechanism to allow these tickets to be distributed to staff to perform work on them. This strategy of distribution is called XXXXXXFirst Come First Served (FCFS) strategy. For this we set up an outbound campaign. [[asdfasdfasdf]] describes how to queue up records for processing.
In the training xxxxx [[Contact_Centre_Training]] CC-2-3 Outbound Contact contact management goes into detail about how the outbound contact strategy is implemented and managed.
There are more advanced rules which can be applied to loading and processing of emails. [[BEmail_Content_Retrieval]] goes through a number of these scenarios including* Firstly you may wish to flag spam emails and this is done through adding inbound processing rules which are discussed here [[asdfasdfasdf]]. * As the emails are retrieve extra processing / classification could be useful, this is discussed in [[asdfasdfasdf]]. * Two way email support, which allows an agent to reply through an outcome and continue conversations is discussed here [[asdfasdfasdf]]
=== C. Inbound Fax - Operations - Widgets broken ===
The simplest way to manage fax is to use an conversion service which turns faxes into emails.
Here is a good guidance article on the subject : http://www.wikihow.com/Email-to-Fax
There are numerous solutions availables to do this https://www.google.ie/?gws_rd=ssl#q=fax+to+email
bxp has worked examples of integration using Zetafax for security concious organisations who require retention of their phone line / fax number. http://www.equisys.com/products/zetafax/ In Ireland Servaplex can supply Zetafax http://www.servaplex.com/
Once the fax becomes an email, it is processed in the same way as B above.
=== H. Outbound Phone Call - Projects - Project support enquiry ===
= Reporting =