Voice

An Automated attendant automatically answers incoming calls and presents customers with a previously recorded menu allowing them to select options and route themselves to certain numbers or recorded messages.

Automated attendant allows callers to be automatically transferred to an extension without intervention. Automated attendants can be a simple menu or an auto attendant may also allow a caller to reach a live operator by dialing a number.

 The following lists common routing steps that are components of an automated attendant:

• Play Announcement/Menu
• Transfer to Extension
• Transfer to Voicemail
• Repeat Choices

In addition, an Automated Attendant would be expected to have values for the following

• Timeout - what to do if the caller does nothing
• Default mailbox - where to send calls  unanswered (or is not pointing to a live person)

The auto attendants can allow for time of day routing, as well as weekend and holiday routing.

Call Centers and Contact Centers are designed to handle high volumes of telephone calls or interactions through various communication channels.

The main difference between a call center and a contact center is the communication channels they handle. Traditional call centers primarily handle telephone calls, whereas contact centers integrate a wider range of channels, such as email and web chat. This approach accommodates evolving customer preferences for contacting state agencies through their preferred methods.

Genesys Cloud Enterprise Contact Center Solution

Overview

Genesys Cloud is a cloud-based solution designed to enhance the way state agencies interact with citizens. By providing seamless, efficient, and responsive communication solutions, Genesys Cloud empowers agencies to deliver exceptional customer experiences.

Core Features

The Genesys Cloud Contact Center Solution is structured around division aware contact centers, each with assigned queues for handling various interactions (voice, email, instant message, etc.). Key features include:

• Queue Management: Efficiently route inbound interactions based on priority, agent skills, availability, and idle time.
• Agent Interface: User-friendly web application for agents to log in, log out, and manage interactions.
• Real-Time and Historical Analytics: Access comprehensive insights into call center performance and agent activity.
• Licensing: Choose from various licensing tiers to meet specific needs and budget constraints. Licensing is assigned per Genesys user, and annual commitments are required.

Base Licensing

The base licensing package includes:

• Basic Phone Service (state direct telephone number)
• Softphone
• Direct Voicemail
• Inbound Call Queues (voice only)
• Shared Queue Group Voicemail
• Agent and Supervisor Specific Reports
• Genesys User Internal Messaging
• Optional Features
  • Call Recording (always on call recording, includes direct and queue calls)
  • Auto-Attendants (menu service for selecting call routing options)
  • Physical Desk Phone

Upgraded Licensing and Add-On Features

• Digital Add-On License
  • Email/Chat (instant messenger) Queues
• Workforce Engagement Management (WEM) Add-On License
  • Speech and text analytics, quality management, workforce management, workforce optimization, customer satisfaction surveys, screen recording, coaching, development and feedback modules                      
• Interactive Voice Response (IVR)
  • Self-service gathering information, automated form filling and outbound campaigns

Cost Information Billing | North Dakota Information Technology

Licensing is assigned per Genesys user, and annual commitments are required

• Contact Center Base License
  • Digital Add-On License for Chat/Email
    • Contact Center Base License + Digital Add-On License
  • WEM Add-On License for Workforce Management
    • Contact Center Base License + WEM Add-On License
• Interactive Voice Response (IVR)
  • One time setup and integration fees determined on per Contact Center basis
• New Contact Center
  • One time setup and integration fees determined on per Contact Center basis
• Long-distance charges
  • Billed per minute at posted rates
• Auto-attendant and Queue Lead Numbers
  • Billed at the basic phone service rate

Minimum Requirements

• STAGEnet connectivity or Global Protect VPN
• State provided user account with MFA
• O365 (Premium, Pro or Basic) or Entra ID P2 Licensing
• Browsers running the web client must be the latest version of Chrome, Firefox, or Microsoft Edge

Call Recording captures inbound and/or outbound telephone conversations for playback, quality management, and archiving. Call recording can be set to always on or on-demand.

Interactive Voice Response (IVR) is a self-service system that enables callers to navigate voice prompts using their telephone keypad or voice command to navigate menus to obtain information or process a transaction.

Benefits

• Calls are answered on the first ring
• Most calls can be systematically processed, freeing support staff to focus on non-typical requests 
• Callers may be serviced 24-hours a day
• Satisfaction levels for both callers and support staff typically increases 
• Multilingual support is easily facilitated
• Applications can be developed to respond to touchtone, voice recognition, or both.

Process

• Applications are developed to customer specific business needs.
• The system can retrieve and verify user specific information.
• Callers unable to complete self-service requests can be transferred to the call center with a user specific screen pop to the call center agent.

Over-the-Phone Language Interpretation is the facilitating of verbal communication, either simultaneously or consecutively, between users of different languages. The State of North Dakota is utilizing an interpretation service called CTS LanguageLink. This telephone interpretation service offers more than 240 languages and dialects. It is accessible 24 hours a day and costs $0.57 per minute.

Requesting Service

Call (877) 650-8027

Provide the Call Center Service Representative with:

• Account Number (Contact the Service Desk)
• Your Full Name
• Your Department Number
• Language needed

LanguageLink also gives agencies the option to place an outbound call to a third party domestically at no additional charge.

Long Distance/Toll Free options exist for distributing the cost associated with telephone usage.

Long Distance

Outbound long distance refers to telephone calls made outside your home calling area. Domestic long distance calls are calls made within the originating country and usually carry per minute or per call charges, which vary between long distance providers. International calls are long distance calls that are made between different countries and usually carry higher charges than domestic calls.

Toll Free

Inbound long distance, also known as toll-free calling, is a service that provides the callers with a toll-free number (a number beginning with 800, 888, 877, and 866) that allows them to reach businesses and/or individuals without being charges for the call. The charge for using this toll-free number is paid by the party being called, not the calling party.

NDIT provides our customers analog and Voice over Internet Protocol (VoIP) telephone services. Analog services are provided only when required for transmission over an analog medium (fax, modem, TDD, etc.). VoIP telephones differ from conventional telephones in that they use the Internet or local data network to transmit the voice signal. 

NDIT also installs landlines (physical connections between two telephones or devices) in remote areas where IP service is not available.

• Teams Desktop Phones
  • Yealink MP56
• Teams Conference Room Phones
  • Yealink CP965
• Avaya Desktop Phones
  • Avaya 9611 Telephone Training Video
  • Avaya one-X Deskphone H.323 9608/9611G User Guide
  • Avaya one-X Deskphone H.323 9608/9611G Quick Reference

Agencies may request headsets for use with the Teams Voice by submitting a Desktop Support - Hardware request on the NDIT Self Service Portal

Poly Wired Headsets

• Poly Blackwire 5210 (one-ear wired)

• Poly Blackwire 5220 (two-ear wired)

• Poly Blackwire 5200 Series Features
  • Ideal for all-day use, long conference calls and listening to multimedia
  • Noise canceling microphone masks nearby talkers for maximum call privacy
  • Available in two ear over-the-head design (Blackwire 5210) or one ear over-the-head design (Blackwire 5220)
  • Includes universal USB connector
  • One-touch call answer/end, volume +/- and mute
  • PC wideband audio with noise-canceling microphones for high-quality PC telephony

Agencies may purchase alternate headsets for desktop phones.  Below are headsets that are compatible with the Avaya phones.

Poly Wireless Headsets

• Any CS500 series wireless headset is supported
• Add an APV-63 cord for hook switch control (EHS)
• Base settings 2 or 3, A, 3
• P Voyager Bluetooth is not officially supported although it seems to work

Poly Legacy Wireless Headsets

• Any legacy CS series wireless headset is supported
• Add an APV-6A cord for hook switch control (EHS)
• Base settings mic must be set to B
• Plantronics Voyager Bluetooth is not officially supported although it seems to work

Poly Corded Headsets

• Any H series or Quick Disconnect (QD) corded headset is supported
• In order to use a corded headset a HIS Adapter Cable is required

Troubleshooting

If you are having problems with your desk phone, please check:

• Did you plug a different telephone set into the jack?
• Are any of the keys sticking on the phone?
• Did you check the handset and wall cord to be sure both are in good working order?
• Does the user have a cord detangler on their handset? If so, remove.
• Is the user using a headset? Check all those connections and batteries first.

Once you have determined that the problem is with your phone equipment or with the telephone line, report the problem to NDIT's Service Desk.

A soft phone is a computer application that allows users to make telephone calls directly from their computer. A soft phone is most often used in conjunction with Voice over Internet Protocol (VoIP). With a soft phone, calls can be made from the PC to a phone line, from a phone to the PC, or between soft phone-enabled computers.

Commands can be entered through either the keyboard or the onscreen interface. Conversations are conducted on a headset/microphone combination.

• RedSky e911 Install directions/software

Resources

• Dialing Instructions for ND Government
• Federal Communications Commission Phone Scam Advisory

For complete Avaya voicemail instructions, download the Avaya voicemail guide