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.

15. DuringtheChatSession

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

27. EndingtheChatSession

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