Brastel Remit Demo 流程
# Brastel Remit Demo Flow
## Demo Data Preparation
### 1-1
- [x] Brastel Remit's page for demo page (Use demo page)
- [x] Install widget to the page (Use demo page)

### 1-2
- [x] A destination / tag for visitor to call ()

## Part 1: Visitor makes an enquiry to agent
### 1-1 Visitor navigate to Brastel Remit's page
* Visitor opens demo page, which already set for Brastel Remit
* Waiting for loading of CXWC widget

> Welcome everyone, thanks for joining today, I am Jack from M800 customer support team, I am here to make a brief demo of CINNOX.
>
> CINNOX is a powerful SAAS platform and contact center which offers flexibility and reliability. From small business to large enterprise, there will always be a solution for you.
>
> To make you have an impression of how well CINNOX handles your daily interaction with customers, we start from a visitor's enquiry.
>
> On the left, it's customer's view, On the right, it's staff's view in our workspace.
>
> Customer can browse your company's webpage, CINNOX widget will stay on the bottom right side, anytime when customer have questions and need support, he can tap or click to launch the widget.

### 1-2 Visitor makes a call enquiry
* Visitor clicks to open CXWC widget
* Visitor sees customized call video
* Staff sees the enquiry coming in
* Staff picks up the enquiry
* Visitor sees customized call view image
> After the widget was launched, customer can see menu options, which we call it tags.
>
> Customer can choose to have a chat or call with agent, of course, you can offer only one option for your customer. In this demo, we choose call.
>
> You might notice that customer can easily make a call and doesn't have to install any app. It's because CINNOX minimize the effort of installing and works on any modern browser.
>
> You might also notice the customized call video, you can put one or more call videos in CINNOX, for ads or any content you want to share with your customer.
>
> Then we switch to staff's view, you can see there's an enquiry coming in, and let me answer the call.

### 1-3 Check around call view
* Hold call (Scenario: Need to check something with other members)
* Transfer call (Scenario: Warm transfer call to person in charge / Front desk blind transfer to other department)
* Recording (Recording greeting can be modified)
* Visitor turns to video call (Scenario: Checks for indentity, documents. Staff side not enabled by default.)
* Screen sharing
* During video call, still can text messages with each other (text message, audio note, files, images)
-- Canned message
-- Staff: Hello, would you send me your prepared documents for check?
-- Visitor sends files
-- Staff opens and check documents
> In call view, there are some control options. You can hold the call when sometimes you to discuss with your members.
>
> You can also record this call enquiry, when the call recording start, it will notify both side.
>
> Sometimes you met problems you cannot not answer, you may want to transfer the call to other people, you have two options, one is warm transfer, which means you can have a discussion with transferee before you transfer the call. Another option is blind transfer, you can directly transfer the call to the transferee.
>
> In some cases, agent need to check customer's id, documents, then customer can switch from audio call to video call.
>
> Camera in other side will not be enabled by default, it's for privacy, but if necessary, of course agent can enable his camera.
>
> Also thanks for the screen sharing support of modern browsers, whether agent or visitor can share their screen, it will help agent understanding customer's question.
>
> While in talk, you can still send text messages without having to ending the call, customer can upload required documents or pictures. Agent can open these files or pictures in IM view.
>
> In latest release, CINNOX also support canned messages, you can quickly reply your customer with pre-defined text messages. It's convenient when you need to send same messages many times.

### 1-4 Save customer's info
* After talking for a while, prepare to end call
* Staff try to save customer's info
-- Staff: Your name and phone number please?
-- Visitor: (Prepared name) (Phone number)
* Staff saves contacts
-- First name
-- Last name
-- Phone number
-- Label
-- Language
-- Note
> After talking for a while, agent may want customer to leave their personal info for creating contact.
> Agent can add labels to the enquiry, and can add a note to remind other agent important infos about the customer.

### 1-5 Say goodbye and staff checks the report
* Staff visitor side ends the call
* Admin checks the report of the call enquiry
-- Call duration
-- Text message
> Now we can end the call
> Agent can navaigate to report page, here he can see enquiries he handled.
> In call detail report, you can see more information, icluding dateim/tinme, call duration, status... etc.
> In chat enquiry detail, you can also furter check chatroom information and reviw previous chat and call log.
> We also provide conference, chat and sms and other report for Administrator.

### 1-6 Visitor calls IVR

### 1-7 Staff calls back to the customer
* Staff opens the external contact and find the saved contact
* Staff opens profile
* Staff makes a PSTN call with selected caller-id
* Staff sends a SMS message (Remind in some countries, SMS message with weblink will be banned)
> Remember we had saved contact of the customer? When we need to call the customer, we can open customer's external contact and find the phone number, click on the phone number, and it's done.

> But in some cases, sending a SMS message will be a better option, so that we can switch channel to SMS, then you can send SMS message to your customer.

> Also a reminder, in some countries, sending SMS message containing a weblink will be banned, so be careful to use it.

### 1-8 Visitor finds company's omnichannel
* Visitor goes to FB / Line official account and sends message
* Staff sees Omnichannl enquiry coming in
* Staff picks up the enquiry
* Staff finds it's the same people
* Staff merges the contact
* Staff checks previous history in one UI (Scenario: Staff can see full history)

> If you already have other channels such as Facebook Messenger, WeChat or Line official account, CINNOX also integrates with these services to our Omnichannel.

> For example, customer sends a message in Facebook's fanpage, we can pick up the enquiry in same way as a common enquiry in CINNOX, you don't have to busy in switching back and forth.

> We pick up the enquiry, and realize this is Forrest Gump, the old friend we already saved his contact, then we can merge the data from FB messenger into the external contact.

> With this action, whenever Mr. Forrest Gump call by his phone, sending message from FB messenger and even use the same computer to make an new enquiry, you will see this in one chatroom.

### 1-8 CINNOX One UI
All these happens in CINNOX

> OK, so far we got user's call from web, sent SMS, called back to customer, got enquiry from Omnichannel, all this happens inside CINNOX. You don't need to switch between several apps or systems.

## Part 2: Teams / Routing / Administration

### Show IVR containing routing settings
* Open a pre-defined tags containing destination
* Show some different routing rules in different tag (Scenario: Need to confirm Brastel Remit's use case)

### Show routing settings
* N

> Then let us check the real case, customer dials the phone number of your company, IVR will automatically pick up the call and customer can choose which language he want by pressing keypad, then he will be redirected to the target support team you set, also following the routing rule we set.

> As you can see, customer dials out, and there is an enquiry coming in, staff picks up the call, all the settings finished in just few clicks.

### Admin checks the report
* Admin navigates to report page
* Admin checks and set filter for call detail page
* Admin checks working hours for staff
> After call finishes, as an admin, you can navigate to report section and checks call details.

> There are many kinds of filters for you to find the data you want, also you can export these data to import into internal system, or writing scripts to re-structure the data and present as the format you need.

## Part 3: Open API?
###