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AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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AT&T Office@Hand Professional Services

Customers may elect to either purchase AT&T Office@Hand Professional Services or complete a Do-It-Yourself (DIY) installation.

DIY Implementation

Office@Hand will be implemented on a DIY basis by the customer’s system administrator.  During this process, the customer can contact our onboarding team at (866) 231-9926 option 1 (M-F, 8am to 5pm PST) for Q&A assistance and training on how to use the management portal. All programming, project management, and porting requests are completed by the customer in the Office@Hand portal.  This option should only be considered by customers with experience in deploying hosted voice solutions like Office@Hand.

AT&T offers 5 types of Office@Hand Professional Services

  • Express Installation
  • Express Installation Plus
  • Statement of Work-based Installation
  • Managed Programming Support
  • Additional Professional Services Offered (for additional Fee)

 

Express Installation

Express Installation is for new (not existing) customers with a single site. Express Installation consists of Professional Services remotely performing Administrator and End User setup. Any customer that has received Express Installation is not eligible for Express Installation at any subsequent location. All communication for Express Installation will be done via email.

End User setup includes the following:

  • Creating new Users using Office@Hand Administrator portal
  • Issuing a Username and password
  • Activating the required User calling features
  • Administration setup in the Office@Hand Administrator portal
    • Setup of phones, call groups, Administrators, and an Auto Attendant
    • Providing porting support
    • Equipment programming
  • Excludes Bring Your Own Device (BYOD) equipment

Any remote provisioning support beyond the description above will be billed at service guide rates.

 

Express Installation Plus

Express Installation Plus is for customers with a single site. Express Installation consists of Professional Services performing Administrator and End User setup and 4 hours of onsite technician support. Except for the onsite technician, all communication will be performed by email unless AT&T determines a call is required to obtain business requirements.

End User setup includes the following:

  • Creating new Users using Office@Hand Administrator portal
  • Issuing a Username and password
  • Activating the required User calling features
  • Administration setup in the Office@Hand Administrator portal
    • Setup of phones, call groups, Administrators, and an Auto Attendant
    • Providing porting support
    • Equipment Programming
  • Up to 4 hours onsite technician work that can include equipment setup, test, and turnup support

Any onsite support exceeding 4 hours will be billed at $500 for each additional 4 hour increments.

 

Statement of Work-Based Installation

Coordination & Scheduling

  • AT&T will provide a project manager for up to 3 months – additional months will be charged at a rate of $1,500/mo
  • Gather the Office@Hand Implementation Form, customer will be responsible for providing this minimum data set for each site within 5 business days of the Professional Services initial email.
  • Send, review, and explain Network Assessment Test, if needed.
  • Provide status as needed via email.
  • Weekly status conference calls are NOT part of the standard Office@Hand Pro Service Offer. Weekly status conference calls can be accommodated for an additional fee for multi-state large seat count projects via custom quote. Unless your scope of work specifies weekly status calls, it is not included.
  • Customer is responsible to ensure account has been activated before kickoff call
  • AT&T will confirm initial equipment order submission to delivery on customer site.
  • AT&T will place additional equipment orders, as needed.
  • Customer will verify if any porting is taking place.
  • AT&T will schedule on-site technician visit with the customer, if on-site option is purchased.
  • AT&T will ensure programming completion prior to port date according to documented customer requirements.

Portal design and programming (if purchased)

  • Customer must complete Office@Hand Implementation Form prior to Kickoff Call
  • Customer must provide additional business requirements not covered on Implementation Form before programming work will start
  • AT&T will identify specific company Telephone number requirements:
    • porting
    • call forwarding
    • existing telephone numbers
    • any existing toll-free numbers
  • AT&T will set up Auto Receptionist as the customer’s existing auto receptionist (if existing) by calling into the customer’s site main number and reviewing the prompts. If customer wants a different setup, customer must provide details in the Office@Hand Implementation Form
  • AT&T and Customer will mutually define call flows.
  • AT&T will build new users in Office@Hand Administrator portal.
  • AT&T will configure
    • Customer extensions (phone and ATA’s)
    • User’s voicemail
    • Dialing Restrictions (COS)
    • Hunt groups
    • Calling features
    • Schedules
  • AT&T will provide download link and first-time setup instructions for Desktop app.
  • AT&T will provide link for mobile user guide.
  • On-site installation is purchased in 4 hour increments. The time on the initial statement of work is the best estimate for on-site work. However, if the technician meets the time purchased, customers can choose to purchase additional 4 hour increment(s) or complete the unfinished on-site work themselves. The on-site technician can perform any of the functions at the customer request in the time increment that the customer has purchased:
    • Unboxing, assembly, placement and patching phone to wall jack. Confirm phones register to the network and place test calls. Assumes network cabling already in place.
    • Existing/Bring your own devices (BYOD) – Must be approved to work on the Office@Hand platform. Reconfiguration of existing phone to work on Office@Hand platform. Assumes phones are already placed site. Confirm phones register to the network and place test calls. See Certified and Supported Deskphones for AT&T Office@Hand article
    • Installation of new Analog Terminal Adapters (ATA) purchased through the AT&T Office@Hand offering.
    • Analog Paging Adapter Installation

Port request submission (if required)

Porting Requirements/Information:

  • Only ACTIVE numbers can be ported.
  • Customer should provide latest bill for porting. Bill must be current within 30 days of request date.
  • There should be no open orders with your current service provider.
  • Office at Hand phones should have already been received or BYOD/soft phones are being used.
  • Customer should provide current service BAN (billing account number.) 
  • Customer should provide EXACT authorized user name on account.
    Customer should provide EXACT service address (if not on bill.)
  • Customer should provide password/PIN (if applicable.)
  • CSR (Customer Service Record) can be obtained from the current provider if needed. It must be current within 30 days of request date.
  • Submit separate port request for each individual account with your current provider.
  • Submit port request for Toll Free Numbers (require a separate port request)
  • Port request date is NOT official until confirmed by losing carrier.
  • Ensure port request has been accepted and due date provided.
  • FOC (Firm Order Commitment.) It is the date the losing carrier agrees to release phone numbers.
  • Numbers can port anytime AFTER 8 AM PT on the approved FOC date.
  • Incoming numbers automatically replace temporary numbers on OAH account (if they were specified during the port request process.)
  • Port date must be within 30 days of original request date (cannot request a port date 3 months away).
  • Submit port request via the AT&T Office@Hand portal.

Post Test and Turn-up follow up with customer

  • Place test calls.
  • Communicate with customer to ensure all devices are working properly.

 

Customer Responsibilities for Express Installation, Express Plus Installation and Statement of Work Installation

  • Customer is responsible for activating AT&T Office@Hand account prior to kick off call. See Activating your Account article.
  • Customer shall designate a customer employee or representative to act as its primary contact throughout the implementation. Customer contact shall be available during Standard Business Hours.
  • Customer provided in-house wiring must meet, at a minimum, the specifications for Category-5 cabling.
  • Customer must provide all information on this form. Any additional information should be provided during the project for programming. After the project is closed, no additional changes will be made unless an error in the programming is found.
  • Customer must complete all Site preparation activities including, but not limited to, power, station cabling, core drilling, ventilation, proper environmental conditions as per the Equipment manufacturer’s specifications and the installation of Equipment racks.
  • Customer must provide all station cabling unless contracted through AT&T
  • Complete installation and testing of Customer-provided data and voice Circuits prior to the scheduled Site Installation date.
  • Customer must ensure the appropriate Customer personnel will be available during all implementation, design and planning phases.
  • Customer will provide Network and System Administrators on an as-needed basis for solution integration, remediation, and knowledge transfer purposes.
  • Customer network should be up and operational ready for AT&T Office@Hand Equipment installation and activation. See Network Requirements Article
  • Customer must ensure all Legacy Equipment related to this deployment will be operational and satisfies the requirements for this project. Customer assumes responsibility for faulty or damaged equipment and any failure or delay that may be caused by such faulty or damaged Legacy Equipment.
  • If the Customer has a Legacy Network, Customer must ensure that all necessary updates are completed on the configurations of those devices to ensure proper connectivity to the Service.
  • If Porting, must meet all requirements listed in the Port request section. See Number Porting – Transfer Numbers, Requirements, Tips, and Status article.

 

Customer Responsibilities for Express Plus Installation and Statement of Work Installation that includes on-site technician work

  • For each Site to be deployed under the Statement of Work or Express Install Plus offers, Customer must provide the name, telephone number, address, and email address of the Company employee who will serve as the primary Local Site Contact. The Local Site Contact will be AT&T’s primary contact at that Site and will have responsibility for providing Customer response to any Site-specific issues and will serve as the Site-specific Customer contact for such areas as equipment delivery confirmation.
  • Customer must identify station equipment placement; any rack or cabinet layouts; Circuit Demarcation Points and specifications; telephony interface requirements and specifications; and system and station features.
  • Customer must provide authorized personnel at each Local Site who can work with AT&T during any Site Survey, Network Assessment, Equipment Installation, Equipment Test and Turn-up, and/or connectivity testing.
  • Customer must provide access, escorts and/or badges for all AT&T employees or contractors who require such for access to Customer buildings or areas.
    Customer must ensure that Circuit Demarcation Points are clearly identified.
  • Customer shall ensure access during Standard Business Hours to the extent necessary under this AT&T Office@Hand work Order.
    Customer’s failure to meet these conditions, either due to its own actions or the actions of any Customer contractor, agent or representative, may constitute Customer Not Ready conditions and could result in additional billing.
  • Customer responsible for their own Network configurations and remediation

Additional Professional Services Offered (for additional Fee)

Ongoing Programming Support*

AT&T will provide email support to the system administrators defined on the Office@Hand platform, completing move, add, and change programming requests.  This ongoing programming support option is for sites that already exist in the Office@Hand Admin Portal. For new site activations, Express Installation, Express Installation Plus, or Statement of Work-based Installations must be purchased. The managed programming support includes, but is not limited to:

  • Adding and removing users
  • Modifying call routing / automated attendants
  • Call queue management 
  • Ordering and programming hardware devices
  • Activating and managing features

Customers can send Ongoing Programming Support requests to g07670@att.com with the following information:

  • Company Name (as defined in the Office@Hand Admin Portal)
  • Name of person authorizing AT&T to make changes
  • Contact Information (in case we have questions)
  • Description of what changes are needed

Customers can order this service either through their AT&T rep or by emailing g07670@att.com.

*Managed Programming Support is only available for accounts that were originally deployed using one of the three AT&T professional service implantation options.  Platforms that were implemented on a DIY basis are not eligible.

Remote End User Training

Sessions can be purchased in 1-hour increments

Training will focus on the following:

  • Phone features – Phone controls, transferring calls, conference calls
  • Phone settings – Call, message, and personal settings
  • Voicemail – Setup, displaying, recording greetings
  • O@H Desktop App & Mobile App
  • Quick reference handout

Assumptions:

All training will be completed remotely

All training will be done during normal business hours Monday through Friday 8 AM – 5 PM

The End User Training sessions will be a knowledge transfer of the customer’s Office@Hand devices

TCR Registration Support

  • Customer is responsible for filling out the following sections of the TCR registration in the Office@Hand Admin Portal:
    • Register your business (Note: AT&T cannot confirm EIN matches or other business information provided in the section)
    • SMS registration fees
    • Prohibited message types/categories attestation
    • Final updates and submission of the TCR registration
    • AT&T will assist with the following sections of the TCR registration:
    • SMS message details (except the Prohibited message types/categories attestation)
    • SMS enabled numbers
  • If link to privacy policy is provided, AT&T will review to confirm that it meets the TCR requirements. If AT&T identifies potential issues based on experience with supporting other customers’ TCR registrations, AT&T will list out the potential issues. Customer must consult with their own legal advisor and determine how to address the potential issues. Customer is responsible for making any updates to their Privacy Policy and SMS Messaging Terms and Conditions.
  • If link to webforms is provided, AT&T will review the webforms that request phone numbers or other data used for SMS outbound messaging. If AT&T identifies potential issues with any online webforms based on experience with supporting other customers’ TCR registrations, AT&T will email the customer the list of potential issues. Customer is responsible for making any updates to their online webforms.
  • AT&T will advise customers on the formatting of the service description, types of text messages that will be sent, examples of text messages, method of obtaining consent to send text messages, opt-in and opt-out messaging. With the customer’s permission, AT&T will populate those sections based on recommendations and conversation with customer.
  • AT&T will program any telephone numbers to received inbound SMS messages that the customer desires until the campaign is approved.
  • Once the campaign is approved, AT&T will assign the identified numbers (up to 49) to the campaign.
  • AT&T will request confirmation that the assigned numbers to the approved campaign are able to send outbound SMS messages.
  • AT&T will advise on any TCR rejections, escalate for re-assessment and or submit an appeal rejection believed to be in error.
  • AT&T does not guarantee TCR submissions will be approved due to changing industry requirements beyond the AT&T Office@Hand team’s control.

RingSense for Voice Install

  • AT&T will perform the following remote services as it relates to RingSense
    • Provision the RingSense license
    • Configure RingSense for the users
    • Configure up to five (5) trackers (up to 10 related words)
    • Configure up to three (3) custom roles
    • Additional integration is not included within the scope of the project: (CRM, Dialers, etc.)
    • Customer Responsibilities:
    • Assign a RingSense Subject Matter Expert that will also serve as the Customer Administrator
    • Complete the RingCentral University online RingSense Admin training prior to the discovery meeting https://university.ringcentral.com/en-mvp-ab-ringsense-sales-admin/1701681
    • Provide RingSense configuration information
      • User List
      • Roles
      • Permissions
      • Trackers
      • Scorecards
    • Customer User Acceptance Testing Assumptions
      • During UAT, Customer will designate users to complete application testing in mock real-world scenarios to validate the AT&T build matches the agreed upon configuration information
      • Customer will define the UAT criteria by phase.
        • If UAT criteria are not specified by Customer, the work is therefore deemed accepted and ready for go live upon notice from AT&T that the work is complete and ready for testing
      • Customer resources participating in UAT must complete all pre-recorded online training sessions for user, supervisor, and/or admin related to their role prior to starting UAT
        • Upon Customer request, AT&T may provide up to one (1) hour of guided training to UAT participants specific to the test criteria
      • Customer will document the outcome of all UAT scenarios in writing and will provide to AT&T upon completion of testing
        • Any variation in expected results (errors, flaws, failures, adjustments) will be provided in writing to AT&T for review and resolution
        • AT&T will provide an expected variation resolution date and will advise customer to perform additional testing
      • Upon successful completion of all UAT criteria, Customer will submit a final written notice to AT&T.
    • UAT Requirements
      • Customer and AT&T will enact a mutual software / code freeze prior to the start of SIT and UAT
      • Customer shall perform UAT within seven (7) calendar days of application handoff from AT&T, unless otherwise mutually agreed upon in writing by both parties prior to the start of testing
      • Any Customer changes in software or code resulting in new application behaviors following written UAT completion and requiring troubleshooting or issue resolution will be the Customer’s administrator responsibilities.
    • Invoicing and Payment
      • Invoicing and Payment of Professional Services Fees: No Professional Services Fees will be assessed for installation of RingSense for Voice initially contingent that the customer will use this feature for a minimum of 36 months. If the customer disconnects this feature within 36 months, a one-time disconnect fee will be assessed in the amount of $999.00USD.

Site Survey

The AT&T resource will meet with the customer contact at the customer site to assess the location, and verify it meets the minimum requirements for Office @ Hand solution.

Complete survey document using a standard template to include the following:

  • Document rack space.
  • Document power.
  • Document cabling.
  • Document incoming circuits (if labeled).
  • Document existing LAN/WAN equipment (make, model, PoE capability, occupied ports, open ports, etc.).
  • Document current software/firmware version; (if applicable).
  • AT&T will use standard template If the Customer requires a specific format for survey, details of that format must be provided to ABFS to properly quote time required for creating the custom deliverable.

If minimum requirements for Office@Hand are not met AT&T can provide recommended solution

AT&T can provide quote for necessary, work to be performed at an additional cost

  • Non-Complex Cabling
  • Complex Remediation

SIP Paging Adaptor Install

  • AT&T will assign resource to install and configure SIP Paging Adapter & Scheduler with a SIP Interface to connect Office@Hand to paging zones on customer premise.
  • AT&T scope only includes installation/configuration of SIP Paging Adapter, any parts and materials required would be billed separately on as needed bases, i.e., cable pigtails/miscellaneous materials/additional equipment.
  • The resources will work with the Management Team of the Office@Hand solution for final configurations and tweaking.
    General Assumptions:
  • Assumes that CAT5 or greater is already in place and properly terminated.
  • Assumes that AC power is available: Power for Systems Engineers’ laptops, new equipment, etc.
  • The customer will provide an internal resource (IT) to coordinate with the AT&T Tech about network and site details.

Customer responsibilities:

  • Customer will provide applicable or approved location to place the new equipment, space will be mutually agreed to by customer and AT&T.
  • Customer is responsible for all Interduct conduit placements, LAN cabling, LAN cable labeling and ensures that all cables come into the equipment closet/ server space. Customer will terminate these cables with RJ45 connections.
  • The customer will be responsible configuration of LAN equipment (Along with all IP address assignments for new equipment) as required.
  • The current customer LAN is 100% operational and it is free of routing and Layer 2 issues, therefore no troubleshooting will be required.
  • If any LAN/WAN issues are found during the test and turn up of the new equipment, the troubleshooting will be charged separately.
  • All environmental conditions (e.g., power, air conditioning, rack, and floor space) are either currently available or will be provided by customer.

Switch Install

AT&T will rack mount and remotely configure customer provided network PoE switch to support Office@Hand stations.

Assumptions:

  • All installation work is based on normal business hours 9:00am to 5:00pm Monday – Friday.
  • Delays that hinder installation/implementation that are beyond AT&T control are subject to additional cost to the customer.
  • Structured cabling, CAT5/6 patch cords, and demarc extensions are not included. ISW can be provided at an additional cost.

Customer Responsibilities:

  • Customer is response for providing new network PoE switch, CAT5/6 patch cords, rack space, and power.
  • Provide network PoE switch and configuration details –
    • IP address
      • Subnet mask
    • Default- gateway address
    • DNS-server address

Inside Wiring

  • Pricing is per ISW CAT6 run less than 150 ft
  • Greater than 150 ft requires a site survey (at additional cost) be completed to price ISW

Standard ISW Assumptions:

  • Assumes ISW work will be done in conjunction with Office@Hand deployment.
  • All ISW work is to be completed between the hours of 9:00 a.m. and 5:00 p.m. Monday through Friday, excluding holidays.
  • ISW Costing assumes that the customer’s environment is within these ISW Assumptions. Environments which fall outside of these disclaimers must be surveyed (site survey at additional cost. ISW work which falls outside of these disclaimers must be Custom Quoted (post site survey).
  • All Copper extension’s exceeding 100m (328 feet total span length, with patch cords included) will require special bid costing.
  • Ceiling is no more than 10 feet in height in any area (please inquire about 12-foot ceiling heights), is open and free of insulation or other obstructions, has easily accessible drop-in panels or is solid with easy access crawl space.
  • Removal and/or replacement of interlocking ceiling tiles is not included and will be additional cost.
  • Walls are open to run cables through, are free of insulation or other obstructions, and are easily fishable.
  • Wire molding nor power/communication poles are included. These items are available if needed and will be billed separately depending on site needs.
  • No core drilling, conduit/innerduct placement or sleeve placement is included.
  • Installation of backboards is not included. These will be addressed via the Change Order process.
  • All existing conduits/innerducts that are to be used are free and clear with pull strings, adequate pull boxes, and sufficient capacity for installations as required. All conduits/ innerducts must be owned by the customer.
  • ISW costing assumes that special equipment is not required (e.g., scissors lifts, extension ladder, hammer drill, concrete saw, jackhammer, etc.).
  • There must be sufficient space in the computer room, telephone closet, equipment room, or electrical room to install cables.
  • No work shall be done in any area that has been certified or suspected as being asbestos hazarded.
  • Signal repeaters/extenders and/or media convertors are not included.
  • Patch Panels are not included. One port surface mount blocks with one (1) CAT6 RJ-45 snap in jack (or similar configuration), will be installed at both ends of the cable run.
  • ISW costing does not include any wire racks, J-hooks, or any other form of formal wire management. If applicable, these will be addressed via the Change Order Process.
  • Does not include conduit or innerduct.
  • Business Services will install one (1) 4-pair plenum rated, unshielded twisted pair (UTP) CAT6 cable – up to 150 ft. end-to-end, including patch cords. The Business Services Field Resource will install up to two (2) 1-port surface mount block with RJ-45 snap-in jacks (or similar configuration) and two (2) 10ft non-plenum rated CAT6 patch cords.

Contact Center

Core Implementation 

  • AT&T will provide a build-out of the following features and applications as defined in the mutually executed design document.
  • AT&T will provide a project manager for up to 3 months – additional months will be charged at a rate of $1,500/mo
  • Configuration of IVR(s) with up to two (2) tiers
    • Configuration of up to five (5) options for tier one, and up to ten (10) options for tier 2
  • Configuration of named agents
  • Administration of up to five (5) customer admin accounts
    • Admin users will also need an agent license / account to work as an agent or supervisor
    • Admin accounts are solely for administrative work
  • Configuration of inbound voice queues
    • Configuration of audio recording
    • Addition of callback in queue to call
    • Addition of agent voicemail
    • Addition of Customer provided prompts, greetings, or messages to call handling flow in English only
      • If Customer does not provide prompts, greetings, or messages during initial meeting, all prompts will default to native text to speech
  • Administration and assignment of role profiles
  • Administration of disposition codes
  • Administration of unavailable codes
  • Administration of inbound telephone numbers
  • Administration and configuration of customer Hours of Operations (HOO)
    • Up to two (2) IVR HOO
    • Up to two (2) queue HOO
  • Native reporting functionality for the Contact Center agents and supervisors
    • Custom report creation is an add-on charge
  • AT&T Office@Hand Professional Services will provide remote go live services as follows:
    • Delivery resource during remote Go Live event(s)
    • Document open issues in action log
    • Transition into support services
  • Perform closure procedures at the conclusion of project activities
  • AT&T Online Product Training
  • AT&T Office@Hand Professional Services will perform quality assurance testing following final configuration of Contact Center prior to turning over the solution to the Customer to start User Acceptance Testing (UAT)
  • UAT Assumptions
    • During UAT, the Customer will designate users to complete application testing in mock real-world scenarios to validate the AT&T Office@Hand Professional Services build matches the agreed signed Business Requirements Document (BRD)
  • UAT scenarios will be defined in the mutually agreed upon BRD and provided to the Customer
  • Customer resources participating in UAT must complete all pre-recorded online training sessions for agent, supervisor, and/or admin related to their job role prior to starting UAT
  • The outcome of all UAT scenarios are documented by the Customer in a written format and provided to AT&T Office@Hand Professional Services at completion of testing
  • Any variation in expected results (errors, flaws, failures, adjustments) are provided in writing to the AT&T Office@Hand Professional Services Project Manager for review and resolution
  • AT&T Office@Hand Professional Services will provide an expected variation resolution date and submit back to the Customer for additional testing
  • Upon completion of all UAT scenarios, the Customer will submit final written completion of testing to AT&T Office@Hand Professional Services prior to scheduling go live
  • Any changes to configuration not included in the BRD will require a change order
  • The Customer and AT&T Office@Hand Professional Services will enact a mutual software/code freeze prior to start of QA and UAT
  • Customer shall perform UAT within five (5) business days of application handoff from AT&T Office@Hand Professional Services for any Deliverables, unless otherwise mutually agreed by the parties considering the nature or scope of the Deliverable in writing prior to start of testing
  • Any Customer changes in software or code following written UAT completion resulting in new application behaviors may result in additional charges 

Basic Virtual Instructor-Led Training

The following courses are included in the basic training package.  Unless otherwise noted, a single instance of each course will be delivered.

  • Introduction & Overview Webinar
  • Admin – 2hr
  • Supervisor – 1hr
  • Agent – 1hr
  • Analytics and Reporting – 1hr

RingSense for Contact Center

  • Configuration of up to ten (10) trackers with up to five (5) phrases/concepts each
  • Configuration of up to five (5) scorecards with up to five (5) questions each
  • Configuration Admin, manager, Member, and Observer roles
  • Teams are created automatically for managers to allow them to monitor the agents who report to them. Custom team development is available at an additional cost
  • Agents will automatically synced from Contact Center
  • Training: Learners will develop a basic understanding of the product, feel comfortable logging in, accessing admin settings and navigating the application.
    • Includes virtual instructor-led course
    • Course Objectives
      • Learn how to login and understand key features
      • Define roles
      • Develop a basic understanding of the product
      • Identify general features and navigation of the RingSense application

Digital Channels

Chat

  • Implementation of Chat channel
  • Configuration of chat source(s)
  • Configuration of up to five (5) categories (Tags)
  • Configuration of dispositions
  • Configuration of agents
  • Configuration of up to five (5) auto-replies

Email

  • Implementation of Email channel
  • Implementation of email source(s)
  • Configuration of dispositions

SMS

  • Implementation of SMS Channel
  • Configuration of SMS numbers
  • Requires SMS enabled phone number on Office@Hand
  • Configuration of dispositions

Social

  • Implementation of Basic Social channel
  • Implementation of up to five (5) social channels
  • Implementation includes one (1) instance of the following channels
    • Facebook Messenger
    • Google My Business
    • Instagram Messenger
    • X/Twitter
    • LinkedIn

Outbound Dialer Implementation

Outbound Functionality:

  • Configuration of Automated Outbound Dialer
  • Non-standard localized dialing rules are not included in this offering but available for a separate charge
    • State specific dialing restrictions
    • Holiday dialing restrictions
  • Configuration of outbound dialer as defined in mutually executed BRD
    • Configuration of up to three (3) dial groups
    • Configuration of campaigns
    • Dialing path rule configuration
    • Up to twenty (20) total Agent dispositions Update the number of dispositions in the inbound voice section to match
    • Additional agent disposition codes are available to the Customer at an additional charge
    • Outbound caller ID for up to one presented caller ID
    • Local presence dialing is not included in this offering but is available at an additional charge
    • Configuration of dialing rate for available agents (as applicable)
    • Configuration of fetch rate per agent (as applicable)
    • Configuration of abandon rates and behavior 
    • Configuration of voicemail detection
    • Configuration of voicemail laydown
    • Configuration of hours of operation
      d. Configuration of custom lead fields is not included in this offering but is available via change request
  • API Integration to customer CRM for automated campaign creation is charged separately
    • Integration is available at an additional charge (see API Integration)

API Integration

Each API Integration includes:

  • One URL
  • One Agent Script
  • Up to ten (10) hours support
  • Customer will provide
    • System Name
    • System location (example Agent Desktop)
    • Trigger (example: Call delivered to agent)
    • Directionality (example: RCX -> System)
    • API
    • Data: Instance(s)
    • Business/Functional Requirements
    • Technical Requirements
    • Assumptions: A fully configured and functioning installation of System.
    • Customer to supply AT&T Office@Hand Professional Services with Instance Name and Routing Number.
    • Customer to distribute and install RC Desktop Agent on each agent desktop API integration
    • Out of scope: core integration, additional target systems (each target system must count as a separate API integration)
    • Variables can be URL-encoded as required
      • Other functions (e.g. base-64, sha256, etc…) are not supported

CRM application screen pop

  • Upon an Agent receiving a contact, RCX Agent Scripting will open a new browser tab or iFrame within the RCX Client browser with a pre-populated URL
  • URL will be pre-populated with variables set in a previous IVR Script. Variables can include:
    • Predefined variables including ACD elements, Lead elements, etc…
    • Variables returned from IVR Script API requests can be included, if a single record is identified
  • If a single value is returned in the IVR, a new browser window will be opened with the pre-populated Screen Pop URL
  • If multiple values are returned from the IVR script, a page will be presented within Contact Center Agent for the agent to select and pop the desired record
  • If no values are returned, no action will be taken
    e. Variables can be URL-encoded as required
    ● Other functions (e.g. base-64, sha256, etc…) are not supported
    CRM application must accept HTTP GET with parameters for screen pop
  • Does not need to be public-facing URL, private/internal URLs are supported
  • iFrame support is dependent on vendor/Customer application
  • Customer is responsible for configuration of CRM system
  • Customer is responsible to provide documentation and access to all available API’s for integration at start of API Integration phase
  • Customer is responsible to provide working copy of the Screen Pop and Search URLs, including sample parameters
  • Failure to supply working examples will result in this phase moving to a hold state until provided
  • Customer is responsible for proper licensing with provided CRM to support the required configuration
  • Any one-time, or recurring charges necessary from customer CRM are the sole responsibility of the customer
  • Middleware development for integration not included
  • Additional development effort may incur incremental charges and hosting fees

IVR Script API Integration to Customer CRM application

  • REST API request sent by IVR Script to customer-provided CRM
  • Data returned from customer-provided CRM designed for later use (e.g. data-directed routing, self-service, screen pop)
    • NOTE: binary formats are not supported
  • Support for up to 5 different CRM API Endpoints

API Requirements:

  • RESTful API integration with Application/JSON or Application/XML payloads
  • The return type must match the request type
  • API endpoint URLs must be public internet facing
  • Endpoints must utilize a certificate from a recognized certificate authority
    • Self-signed certificates are not supported
    • Let’s Encrypt/Open Source certificates are not supported
    • Requires TLS 1.2 or 1.3, older versions are not supported
    • CRM API must support either of these authentication schemes:
    • OAUTH2 client credential flow only (service account)
    • Static API Key
    • All other authentication schemes are excluded
    • NOTE: Return payloads should be limited to avoid performance and stability issues
  • Customer Responsibilities:
    • Configuration of CRM system for API access is a Customer Responsibility
    • Customer is responsible to provide documentation and access to all available API’s for integration at start of API Integration phase
    • Customer is responsible to provide a working copy of the API via Postman or working code
    • Failure to supply working examples of code, or Postman samples will result in API phase moving to a hold state until provided
    • Customer is responsible for proper licensing with provided CRM to support the required configuration
    • Any one-time, or recurring charges necessary from customer CRM are the sole responsibility of the customer
    • APIs should be designed to return result sets with the required data and included methods for handling large payloads if performance impacts are observed
  • Middleware development for integration not included
  • Additional development effort may incur incremental charges and hosting fees