Customer Request for Change Form

To be completed by Foehn
System Name PureCloud RFC Number CR79884
Click here to
Customer Kiwi.com Date of Request enter a date.
Supplier Foehn Ltd Implementation by Sean Lindsay

Requester Thomas Knox Foehn Ticket 79884

Change Manager Gary Muchmore Customer Reference 79884

Implementer Foehn

To be completed by Customer
Pure Extension – Callbacks

When an agent receives a callback the call shows up in the pure extension tool however when you select a disposition it does not
close the interaction. Th agent needs to manually select a disposition from the interaction panel which is the old method of doing
it.

The following features will be added to the Pure Extension for callbacks.
Change Description
• Manually assigning BID
• Ability to add more than one BID
• List multiple interactions with matching BID
• FCR check box
• Ability to select a wrapup code from the extension, this will close the interaction

☐ Tick for same

Justification / Alternatives Click here to enter text. day service
(fee applies)

Impact of Not
Should this not be implemented, agents will not be able to use the Pure Extension on callbacks.
Implementing

To be completed by Foehn

Minor Change Criteria Major Change Criteria

Less than 4 hours to implement More than 4 hours to implement
Does not require detailed customer specification Requires detailed customer specification
No risk to other customers or tenants Risk to other customers or tenants
No downtime required Downtime required
Usually deployed during business hours May need to be deployed outside business hours
Does not introduce new technology into production May introduce new technology into production
Minimal customer testing and acceptance Customer testing and acceptance required
Respond 24 Hours / Resolve 72 Hours Respond 48 hours / Resolve TBC

Genesys development team will make these changes to the Chrome Extension, this will then be tested by Foehn and Genesys
Method / Schedule
before handing over to Kiwi for UAT.

Genesys Developer
Resources Required Foehn PS Engineer
Kiwi staff member for testing

Impact / Risk Assessment This is a low risk project.

Acceptance Testing Kiwi to test to ensure the callback feature works with the Pure Extension.

Reversion / Rollback Plan In the event that this solution has any bugs, we will have a 3-month warranty to ensure this application works as it should be.

Implementation Costs Awaiting Quote.