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Automating case initiation from phone calls by integrating BMC Helix Business Workflows with phone systems


With the integration of BMC Helix Business Workflows with phone systems, case agents can identify the caller and understand the request, thus saving valuable time that is spent in asking questions about the details of the case on the phone. With this feature, case agents can also see related cases, persons, and other associated details of the caller without manually searching for them. Case agents can quickly proceed to add other details, and if possible provide a quicker resolution for the case.

To integrate employee phone systems with BMC Helix Business Workflows, the phone systems must be configured to pass certain parameters to BMC Helix Business Workflows. When a case agent is logged into BMC Helix Business Workflows, and receives a call from a configured phone system, Quick Case opens, and the pre-configured details are automatically populated in Quick Case.

How automatic case initiation works

The following image shows how the feature works:

2002_IntegratingBWFWithPhones

When a case agent is logged into BMC Helix Business Workflows, and receives a call from an appropriately configured phone system, Quick Case opens automatically with the employee name, case description, and contact details pre-populated. If the case agent is not logged into the system, and receives a call, the case agent is redirected to sign into the BMC Helix Business Workflows application. When the agent logs in, Quick Case opens automatically with the details pre-populated.

To configure employee phone systems

For the details to be populated in the automatically opened Quick Case, the employee phone systems must be configured to pass a URL to BMC Helix Business Workflows that contains certain parameters. When a call is received, BMC Helix Business Workflows recognizes the parameters, and Quick Case opens.

To configure employee phones, configure the following URL in the phone systems:

http://[hostname]/innovationsuite/index.html#/com.bmc.dsm.bwfa/quickcase?param=Value1&param=Value2&param=Value3

The URL contains the following parameters:

  • Requester ID
  • Description
  • Contact ID

The Requester ID or Contact ID can be one of the following values:

  • Corporate ID
  • Login ID
  • Email address
  • Phone number

Example

http://localhost:9000/innovationsuite/index.html#/com.bmc.dsm.bwfa/quickcase?customer=A.Allbrook@calbro&desc=Email%20issue&contact=M.Mann@calbroservices.com

How Quick Case is populated from the phone URL parameters

The following table lists what happens when parameters are present in the URL:

Parameters in the URLInformation populated in Quick CaseQuick Case behaviorActions that a Case Agent takes
  • Requester ID
  • Description
  • Contact ID
  • Employee name
  • Case summary
  • Contact

Related knowledge articles, templates, and cases are displayed based on the summary.

When prompted, validate the requester.

Add other relevant details, and create the case.

  • Requester ID
  • Description
  • Employee name
  • Case summary

Related knowledge articles, templates, and cases are displayed based on the summary.

When prompted, validate the requester.

Over the phone, collect the contact details and add them to Quick Case.

Add other relevant details, and create the case.

  • Requester ID
  • Contact ID
  • Employee name
  • Contact
No knowledge articles, templates, or related cases are displayed.

Manually search for related articles, templates, and cases. Associate them to the case.

Add other relevant details, and create the case.

  • Incorrect Requester ID
  • Description
  • Contact ID
No details are populated

A "Requester not found" message is displayed.

No knowledge articles, templates, or related cases are displayed.

Over the phone, ask for the requester details and the requester name, and when prompted, validate the employee.

Manually search for related articles, templates, and cases. Associate them to the case.

Add other relevant details, and create the case.

  • Requester ID
  • Description
  • Incorrect Contact ID
  • Employee name
  • Description

If the employee needs to be validated, the case agent is prompted to validate the requester.

Related knowledge articles, templates, and cases are displayed based on the summary.

When prompted, validate the user.

Over the phone, collect the contact details of the employee.

Add other relevant details, and create the case.

No parameters are providedNo details are populatedAn empty Quick Case form opens.

Over the phone, collect the contact details of the employee. When prompted, validate the user.

Over the phone, collect the details about the request, and create the case in Quick Case by using these details.

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