1. OneNet Business powered by BroadSoft Beta Trial – Enterprise Services
Jason Thals - BroadSource
August 2015
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2. Webinar Format Please raise questions via chat
we’ll answer the easy ones and questions that apply to everyone at the end of the session
We’ll tackle the more complex or user specific queries later
You can also us:
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3. OneNet Business (ONB) Beta Trial: recap
OneNet Business differentiators: FMC and Group Services
Unavailable for Beta Trial:
ONB Client with Mobile Data Access – SIP calls may work – currently “under construction” but works with WiFi
VF Guest Wi-Fi quality not guaranteed
ONB with Lync
ONB with CompanyNet
ONB with VoLTE
ONB eFAX
ONB (Loki) self-care portal
Emergency calling from fixed line services (SNOM handsets)
Clients and Quick Reference Guides broadsource.com.au/onbtrial/
FAQ broadsource.com.au/onbfaq
Help during the trial

4. OneNet Business Beta Trial: Functionality
ONB offers a voice only Contact Centre suitable for small teams of multi-skilled agents
It’s also a reasonable back-up for a large operation (one Telco in Asia-Pac uses a similar strategy to underpin 28,000 seats of Genesys)
The service is anchored at the ONB core, so the Contact Centre inherits the scaling, reliability and feature release cycle of ONB (very different to a customer premises based key system/PABX)
Key Features Include:
ONB offers a web-browser based soft-phone for agents and supervisors
The ONB Contact Centre portal for admin and reporting is also web based
ONB customer brandable Automated Attendant and Music on Hold
Queuing with priority
Time of Day and Day of Week based treatments as well as public holidays and other special events
Agents can access multiple queues and can do some advanced tricks like plucking an individual call from queue (eg someone you just spoke to is calling back through the main number)

6. OneNet Business Beta Trial: Contact Centre Demo
Business Hours
Press 1 for support or hold for other enquiries
Wait or press 0 to leave a message
Welcome
Press 1 for support or hold to leave a message
Wait or press 0 to leave a message
After Hours

7. OneNet Business Beta Trial: Scenarios
Customer:
Before 5pm Call
Listen to the prompts and press 1 to speak to the support team
Wait until you’re answered
Repeat, but this time leave a message
Repeat after 5pm and speak to an agent
Do this as many times as required by the agent and supervisor for them to complete their tasks
Agent:
Login to the agent client, change your password
Login to UC-One for PC or Mac
Change your state to available through the agent interface (not UC-One)
Answer the first call presented
Hang-up, change state to available again, but this time do not answer the call presented.
Log back in, answer the next call and transfer (consultative) to your supervisor.
Change to wrap-up and make an outbound call.
Supervisor:
Login, change your password
Ensure you’re logged in with UC- One on your PC or Mac too
Change your state to wrap-up in the Supervisor interface (not UC- One)
Monitor the agent queue and promote a call so that it gets answered first
Accept the escalation call from the agent on your PC
Accept the next escalation call on your mobile
After several calls have been made run an agent call - daily report
Run several other reports

8. OneNet Business Beta Trial: 5 more for the brave!
Agent:
Call someone back using a call history event
Start a conference call, hold then resume the conference call, add a caller, then drop that caller, leave the conference.
Generate a call trace
Tag a Call Centre Call with a Disposition Code
Send to Contact
Supervisor:
Silently Monitor an Agent’s Current Call
Change an Agent’s ACD State
Enable Night Service Override or Forced Forwarding
Reorder a call in queue
Schedule a report to run later in the day

9. OneNet Business Beta Trial
What is next in the series?
PART 4 – Call Centre Services
- feedback 15:00 Wed 19/08/15
SAVE
THE
DATES

10. Support during the Beta Trial
Downloadable applications
broadsource.com.au/onbtrial/
Quick Reference Guides
Frequently Asked Questions
broadsource.com.au/onbfaq/
ONB Beta Trial technical support
Download using public Internet not Vodafone intranet

11. Thank you! Please provide your comments to onbtrial@broadsource.com.au
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