ACM Voice Agent for service calls and toner orders.
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Overview | Samples | Variables | Best Practices & Tips | Related Alerts
Overview
Overview
Handling inbound phone calls for service requests and toner orders is time-consuming, and every minute your team spends on the phone is time taken away from other work. The ACM Voice Agent* is a third-party AI-powered voice agent that answers your phone, determines what the caller needs, and automatically creates service calls and sales orders in e-automate.
The results speak for themselves: Office Interiors handles 500–600 inbound calls a month, and reduced their average call time from 10 minutes to under 3 minutes. That's a saving of around 50–60 hours of staff time every month.
CEO Juice handles the e-automate integration, processing service calls directly from the voice agent into e-automate, and using ID634 to process sales orders. For the best experience, consider pairing with ID181 for automated service call updates and ID200/ID216 for sales order updates, so customers are kept informed throughout.
Interested? Contact Ron at: ron@acmai.ca.
*NOTE: This process requires you to have a contract with ACM.
Run Schedule: Every 7 minutes
Type of Output: None
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Sample
Sample
Sample service call - coming soon.
See ID634 documentation for an example of a sales order created.
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Variables
Variables
Variable Z: Default Customer - Customer number to use if the process can't match to an existing customer record based on serial number or contact information coming through the voice agent.
Variable W: Call Type - All service calls created by the process will use this call type. Leave this variable blank if you do not want the process to create service calls.
Variable Y: Default Technician - If the process can't infer a valid technician to assign to the service call, this default technician will be used.
Variable X: Toner duplicate Custom Property - Custom property name to use to override the default logic to not create a sales order if there was an order fulfilled in the past seen days or there is an open order within the past seven days.
Variable 1: On Hold Code for Service Calls - If a service call is created under the default customer specified in Variable Z, the service call will be placed on hold using this on hold code.
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Alert Functionality
Alert Functionality
Default Customer
If the process can't identify the customer to use for the service call, this default customer will be used as the customer on the service call. The call will be placed on hold for review using the on-hold code specified in Variable 1. Enter the customer number into the variable:
Service Call Type
The call types in e-automate are found by going to Tools > Lists and Codes and then choosing Call Types from the drop-down menu:
Enter the call type to be used as the default call type into Variable W.
Default Technician
The default technician will be assigned to service calls created where the process is unable to infer the proper technician to assign to the call. Enter the employee number from the employee record in e-automate (1) into the variable. The employee must be marked as a technician (2):
On Hold Code
If a service call is created under the default customer, it will be placed on hold using the on-hold code specified in variable 1. In e-automate, on-hold codes are found in Lists and Codes - On Hold Codes
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Best Practices & Tips
Best Practices and Tips
Custom Property Set Up
Custom Property Set Up
Attribute name = ZCJACMTonerDays
Description = ACM Toner Days Override
Data type = Text Box
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Related Alerts
Related Alerts
ID634 - Sales Order Import Utility (REQUIRED if you want the process to create sales orders)
ID216 - Send Order Confirmation for Sales Order Entry
ID200 - Send Supply Shipment Email with Tracking Details to Customers
ID181 - To notify customers when a service call is Opened/Dispatched/Closed/Canceled/Invoiced
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