Creating Projects for Omni

This article is part of the Implementing Omni series. The previous article is Creating contact lists for Omni.

When creating projects for Omni, remember that multiple queues can all be associated with one project. The key reasons you will need multiple projects are to work with different contact lists, or to change the message sender information.

In your Admin account:

1. Go to the Projects page.
2. Go to the Project list subpage.

3. Click the Create button.

To create a project for Omni, if offered a choice of what to create:

4. Click to select Customer service project.

Complete the project information:

Give your project a Name. If appropriate, click the Office drop-down list and select a location. If you have multiple projects, grouping them by office can be useful for reporting and monitoring purposes. Type a Description. Click the Sponsor drop-down list to select the sponsor. Optionally, click the Contact Manager drop-down list to select the person responsible for maintaining your contact list. Click the Default contact list drop-down and select the contact list you created. A project can have multiple contact lists attached, but the default list is where new contacts will be added. For example, if a call comes to an agent from an unrecognised contact, when the agent saves the contact’s details, it will be saved to the default contact list. The SMS sender (if enabled) and Email sender fields are important to Omni, but for now leave them empty. You will complete the information here when you setup your SMS and Email routes.

11. Choose a Preferred agent duration in hours. Once an agent accepts a call or message from a customer, they become the preferred agent for that contact for the specified period. If the same customer calls or messages again within this period, that call or message will be offered to the preferred agent, if they are available.
12. If multiple contact lists are associated with this project, click to tick the other contact lists in the Contact list selections list.

Scroll down to the Call results section, and you will see a list of the Global call ending reasons.

13. Click the Hide button for any call results you do not want displayed to agents using this project.
14. Click the New reason button to create call results specific to this project.

Call results and call ending reasons are a large topic that needs further explanation. See this article for more about creating call results.

The Calling methods section is used for projects which mix inbound and outbound activity. There are three main calling methods:

• With Automatic calling, LeadDesk will work through the contact list offering outbound calls to your agents. In Progressive mode, agents will be offered the next call when they finsih their last one. In Preview mode, they will be shown the contact details of the next contact to dial, and the agent must click to call button to dial.
• If you enable Call blending, LeadDesk will check for inbound calls before offering an outbound call.
• With Manual calls, agents can type a phone number to call.
• With Contact list dial, agents can pick a contact from the contact list to call.

15. Choose which Calling methods you wish to use.
16. Click the Contact settings heading to view and change settings about your contact.

17. If there are fields that you do not want to show, click to tick the Hidden field checkbox.
18. If there are fields you do not want your agents to edit, click the Non-editable field checkbox.
19. You can select validation if desired using the Require validation also when saving contact and Field type drop-downs.
20. To edit a Field name, click its name and type your preferred version. Press Enter.

As the name suggests, Optional settings are optional. Among other things, they let you define the resources available to agents working in this project. You can, for example, add up to two tabs to their interface which will show when dealing with a contact. These tabs can display web pages of your choice.

21. For the Project web address fields, you can enter a URL and pass URL Variables based on the call or contact details.
22. Type a Name of the tab as it will appear to the agent.
23. Click the Add further integrations button to add additional URLs, to a maximum of ten.
24. If you have added a URL, you can choose whether the agent begins on the history tab for a contact, or one of the URLs. Click the Default project tab drop-down list to choose.
25. The External URL is used by specific additional features. Unless you have been told you need something in this field, leave it blank.
26. If your environment has any mini reports, click the Call Dialog Mini Report drop-down list to show the report in the agents’ call dialog.

Callback settings determine how agents create callbacks. Private callbacks are associated with a specific agent, public callbacks can be done by any agent.

26. Click to tick the checkboxes to create the callback behaviour you want, adding dates and times if necessary.

Recording settings lets you set the default recording behaviour.

27. Click the drop-down list to select the default type of call recording. This might be no recording, agent only, or both agent and customer. Or you can choose to follow the global setting.
28. Tick the checkbox to start the call with recording paused.
29. Type a value for Recording holding time if you don’t want to use the standard three months.

Once you have completed all the fields relevant to your environment, leaving SMS sender and Email sender blank for now:

30. Click the Create button in the top right of the screen.

Example projects

We know that when we send messages from the Gold service, we want to be sending from a different email address. This means we want separate projects for Gold and general service. We create:

• A Gold service project. This uses the “Gold service” contact list we created as its default contact list. In the Contact settings for the project, we rename the Other info 2 field to “Membership number”.
• A General service project. This uses the “Other customers” contact list we created as its default. We add the “Gold service” contact list as a further contact list selection for this project, in case a Gold customer calls the regular line.

The next step is considering the call ending reasons you want to use.