Persistent Chat for a Call Center Using IBM Connections Cloud Meetings
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1) IBM Meetings in IBM Connections Cloud allows for persistent chat in a meeting room using a browser on computers or mobile devices. 2) Setting up the meeting room involves creating an account, launching a meeting room, setting permissions to allow only employees, and distributing the meeting room ID. 3) During the chat session, participants can post comments, invite others, share files or their screen, and start audio/video calls.
Persistent Chat for a Call Center Using IBM Connections Cloud Meetings
- 1. A New Way to Work Lisa Learned, Enterprise Social Solutions, IBM Technical Sales November 24, 2015 Persistent Chat for a Call Center Using IBM Connections Cloud Meetings
- 2. IBM Meetings in Connections Cloud http://ibmcloud.com/social IBM Meetings provides a meeting room for persistent chat using a browser or... IBM Meetings provides a meeting room for persistent chat using a browser or... ...tablet or phone....tablet or phone.
- 3. 1. Preparing a Meeting Room to be used as a persistent chat room for a Call Center (one time setup) Create a user account & provision Meetings to the account Launch the Meeting Room Set a meeting password Disallow external participants Add Meeting Room Managers Distribute the Meeting Room ID Agenda 3. Ending the Chat Session Capturing the Chat History 2. During the Chat Session Expand the chat frame Post and respond to chat comments Invite others in Leave the meeting and come back Optionally Add Audio/Video Optionally Share a file Optionally Share your screen
- 4. SetUp
- 5. Set up – Create account and provision meetings (Admin) 3. Navigate to Apps - Meetings 3. Navigate to Apps - Meetings 1. The first step is for the Connections Admin to create a user account and provision it with Meetings. This account can belong to a person or can be generic like “Call Center” (all chat room participants must have an account and Meetings subscription as well) 1. The first step is for the Connections Admin to create a user account and provision it with Meetings. This account can belong to a person or can be generic like “Call Center” (all chat room participants must have an account and Meetings subscription as well) 2. The person setting up the chat room should log in to ibmcloud.com/social with the account 2. The person setting up the chat room should log in to ibmcloud.com/social with the account
- 6. Set up – Launch the Meeting Room Click Host a Meeting. (you can also do this from the Home page) Click Host a Meeting. (you can also do this from the Home page)
- 7. Set up – Optionally Set a Meeting Password You can password protect your meeting room for extra security. Everyone will be logging in with their Connections Cloud credentials so an extra meeting room password is not critical. You can password protect your meeting room for extra security. Everyone will be logging in with their Connections Cloud credentials so an extra meeting room password is not critical.
- 8. Set up – Disallow External Participants 1. Select: “Only members from my company” because all of the participants will have an account on Connections Cloud 1. Select: “Only members from my company” because all of the participants will have an account on Connections Cloud 2. Then click Start Meeting 2. Then click Start Meeting
- 9. Set up – Add Meeting Room Managers 2. Set the list of people who should be allowed to start up the Meeting Chat Room. Click the gear and then select Set Meeting Room Permissions 2. Set the list of people who should be allowed to start up the Meeting Chat Room. Click the gear and then select Set Meeting Room Permissions 1. Only Meeting Room Managers will be able to start the Meeting Room. Others will see a Waiting for Meeting to start message until a Room Manager clicks Host Meeting. 1. Only Meeting Room Managers will be able to start the Meeting Room. Others will see a Waiting for Meeting to start message until a Room Manager clicks Host Meeting.
- 10. Set up – Add Meeting Room Managers 3. Under Manage the meeting room, click Add... 3. Under Manage the meeting room, click Add...
- 11. Set up – Add Meeting Room Managers 4. Enter the name of the first meeting manager and click Search then select the name when it is suggested. 4. Enter the name of the first meeting manager and click Search then select the name when it is suggested.
- 12. Set up – Add Meeting Room Managers 5. Continue to add names and verify that the meeting managers now appear listed under the search box. Then click OK. 5. Continue to add names and verify that the meeting managers now appear listed under the search box. Then click OK.
- 13. Set up – Add Meeting Room Managers 6. Validate that the meeting managers now appear as room managers. Then click Save. 6. Validate that the meeting managers now appear as room managers. Then click Save.
- 14. Set up – Distribute the Meeting Room ID The meeting room has a permanent URL and Meeting Room ID. Send this link or Meeting ID to chat participants. They can join the chat by opening the link in their browser. The meeting room has a permanent URL and Meeting Room ID. Send this link or Meeting ID to chat participants. They can join the chat by opening the link in their browser.
- 16. Chat Session – Expand the Chat Frame 2 Drag the vertical line separating the chat area and the whiteboard to the right to give the chat pane more area 2 Drag the vertical line separating the chat area and the whiteboard to the right to give the chat pane more area 1. Select the meeting stream pane 1. Select the meeting stream pane
- 17. Chat Session – Post and Respond to Chat Comments 2. Post chat questions and answers in the chat box 2. Post chat questions and answers in the chat box 1. Select the Meeting Stream panel 1. Select the Meeting Stream panel
- 18. Chat Session – Invite Others In 2. Start typing their name. If they are online there will be a green square in front of it, click their name. 2. Start typing their name. If they are online there will be a green square in front of it, click their name. 1. Select the Add people icon to invite someone into the room 1. Select the Add people icon to invite someone into the room 3. Click Invite. Invitees will receive a popup with a link to join the chat. 3. Click Invite. Invitees will receive a popup with a link to join the chat.
- 19. Chat Session – Private Message Someone in the Chat 2 Click the down arrow and then select Chat 2 Click the down arrow and then select Chat 1. Select the people icon to see the participant list 1. Select the people icon to see the participant list 3. A new chat window appears for private chat 3. A new chat window appears for private chat
- 20. Chat Session – Leave and Come Back You can leave the meeting without ending it for the rest of the participants, come back later and catch up on the chat you missed You can leave the meeting without ending it for the rest of the participants, come back later and catch up on the chat you missed
- 21. Chat Session – Optionally Start Audio / Video1. Meeting room managers will be able to initiate Audio/Video. Use the phone icon to start the room audio/video. 2. Check Make this a video enabled session and 3. Then select Start call with my computer 4. Once the call is started other participants will be able to join by clicking the phone icon as well 1. Meeting room managers will be able to initiate Audio/Video. Use the phone icon to start the room audio/video. 2. Check Make this a video enabled session and 3. Then select Start call with my computer 4. Once the call is started other participants will be able to join by clicking the phone icon as well
- 22. Chat Session – Optionally Start Audio / Video A video panel is added and you can see participant video when they join the call A video panel is added and you can see participant video when they join the call
- 23. Chat Session – Optionally Start Audio / Video Hang up by clicking the red phone icon Hang up by clicking the red phone icon
- 24. Chat Session – Optionally Share a File 2 Click the Add File icon to upload a new file to the library for easy sharing on the Meeting Room whiteboard 2 Click the Add File icon to upload a new file to the library for easy sharing on the Meeting Room whiteboard 1. Select the folder icon to display the Meeting Room Library 1. Select the folder icon to display the Meeting Room Library
- 25. Chat Session – Optionally Share a File 3. Select the file in the list and click Share 3. Select the file in the list and click Share
- 26. Chat Session – Optionally Share a File 4. Whiteboard tools allow you to advance pages in the file, display a pointer and mark on slides. You can control how much space the file share screen takes 4. Whiteboard tools allow you to advance pages in the file, display a pointer and mark on slides. You can control how much space the file share screen takes 5. When you are done, stop sharing 5. When you are done, stop sharing
- 28. Ending the Chat Session – Saving the Chat History When the last chat participant closes the Meeting window, the Meeting will end. The chat will start again the next time a Meeting Manager launches the Meeting room At any time, you can save the chat history into a meeting report When the last chat participant closes the Meeting window, the Meeting will end. The chat will start again the next time a Meeting Manager launches the Meeting room At any time, you can save the chat history into a meeting report
- 29. Ending the Chat Session – Saving the Chat History 1. To save the chat history locally, click the three bars in the meeting stream and select Create Meeting Report... 1. To save the chat history locally, click the three bars in the meeting stream and select Create Meeting Report...
- 30. 2. Click Save File2. Click Save File Ending the Chat Session – Saving the Chat History
- 31. Ending the Chat Session – Saving the Chat History The meeting report is saved in RTF format The meeting report is saved in RTF format
- 32. Thankyou