This project was for with GoCloud Systems, we were approached by Plunket saying that around 10 staff were stood down due to the new COVID Vacine regulations.

Phase 1:

• They required a call center that could make outbound calls that allowed new temp contractors to call clients and reschedule their appointments as clients nurses were no longer available.
• Had to be a simple interface that anyone could use such as students.
• Display a call script for the agent to use when calling clients.
• We had to complete this project swiftly within 5 days as the nurses were due to step down

Technologies:

• AWS Connect was used for the call center functionality for two main reasons: It is web based so easy to integrate into a browser based project and it is cheap to run in comparison to using a phone provider such as Vodafone.
• AWS Connect is highly scalable and you pay per minute of calling.
• React was used on the frontend as it is now industry standard and alot more component orientated compared to something like Vue JS which I have used in the past
• Git for version control and AWS CodeBuild for deployments.
• AWS S3 were used to store build files and Cloudfront for content delivery that points to the S3 bucket.
• AWS Route 53 for domain name.

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Phase 2:

After an urgent relase for phase 1, phase 2 required cleaning up the UI (as functionality was the priority in phase 1) and add dynamics integration.

Dynamics Integration:

• Agents currently had 2 windows open, one for the call screen and one for dynamics.
• To find what calls to make agents would go into dynamics find the list of numbers to contact, then copy and paste the number into our call screen and make an outbound call.
• To remove this manual process, our dashborad would additionally display the list of contacts to call. Agents would then havre the option to press the 'Call' button which instantly triggers AWS Connect to make an outbound call.
• The call center also receives inbound calls, normally agents would ask for the callers name then search it in dynamics to find their details. To remove this manual process, we added a trigger on our dashboard for when an incoming call is accepted, to automatically search dynamics for that number. It would then display the results on the right side of the screen. Additionally once the agent found the correct contact they could 'create a case for the contact' which would then open dynamics 'Create Case' page with the Contact it is related to already filled in.

Workflow:

• We recently acquired an intern which increased our development team to 3 people. This meant task organisation was vital for a smooth project. We decided to go with a Kanban Agile methodoligy, where we had a planning session to create all the tasks that were required to complete this stage of the project. Aftwerwards our project manager organised these into Jira and let the clients know our expected release date.
• There were alot of learnings from this project, at the start we were very excited to get stuck into the project and raced through the tasks.