Student / Teacher

Inflight University has decided to implement the Anywhere365 Unified Contact Center (UCC) in combination with Skype for Business and Microsoft Teams. Since the license structure is server based, with no additional user licenses, the university will assign each member of the teaching staff its own UCC and allow all students to be connected. The end user is given the flexibility to set up the behavior of their individual UCC.

Professor Armstrong is keen to utilize the UCC since he not only interacts with a large body of students via email, phone and chat. He is also the faculty dean and has to be available for his colleagues. He has a hard time managing his accessibility and believes the Anywhere365 UCC may help him and his students to be more productive.

Organization

Scenario

Professor Armstrong decides to divide his contacts into two groups; Students and Teachers & Colleagues.

  • For direct interaction, he wants his students to only be able to reach him via the chat during specific hours. He wants to limit the number of concurrent chats to be no more than 3. Since his students not all have Skype for Business and Microsoft Teams available at all time, it’s necessary that students can also reach him via a chat functionality on the university’s website. All dialogs need to be stored and available to search, while some voice calls will need to be recorded for future playback.

Teachers and other colleagues will have the option to reach Professor Armstrong by phone. Due his position as faculty dean, he wants to be available to his colleagues at all times. To satisfy this requirement, he will configure the UCC to automatically forward incoming calls from his colleagues to his cell phone if he’s not available at his desk. Persons outside of this group will not be able to reach him on this mobile device.

Flow