CS Contact Setup Checklist

This checklist outlines the setup requirements for CS Contact after initial system deployment and organization onboarding.

Initial Application Setup

Phone System Integration

Configure the integration with the phone system, so a Contact will automatically pop with relevant information when an agent is connected to the client

• Determine all skills/queues (for example, the names and IDs of the specialty phone lines)

  • Pull their names and IDs in a list

  • Update this information in CS Contact > Admin > Contact Sources

• Determine all ways people can reach an agent (for example, phone call, SMS, etc.)

  • Pull their names and (if applicable) their ID within the phone system

  • Configure this information in CS Contact > Admin > Contact Medium

  • Turn off any Default Mediums that do not apply

• Determine all fields collected via IVR before connected to a live agent

  • Pull their names and their associated number option into a list, and send this list to the CareSuite team to configure

    • For example, 1= Female, 0 = Veteran, etc.

  • Set up the PopURL action within the IVR system

    • Add the fields collected via IVR before connected to live agent to this URL

    • Use the Genesys or NICE specific integration, or reach out to the CareSuite team for a specialized integration for your phone system

CS Contact Admin Configurations

Configure the following pieces within CS Contact > Admin, so a Contact agent can appropriately log information

• Service Provisions

• Contact Sources (see Phone System Integration)

• Tags

• Service Gaps

• Inquirer Served Options

• Close Contact Checklist

• Contact Mediums (see Phone System Integration)

• Referral Settings

• Roles and Permission Settings

  • Confirm agent permissions are set per organization preferences

  • Add additional roles the contact users that are neither agents or admin, and require custom permissions

    • Roles added here will display in CS Admin to select from when setting member access

CS Contact Options Setup (Outside Contact)

Configure the following pieces outside CS Contact, so a Contact agent can appropriately log information

• Configure the following pieces outside CS Contact, so a Contact agent can appropriately log information

  • Service Areas

    • Configure within CS Admin > Settings > Service Areas

  • Email Referral Template

    • Configure within CS Admin > Settings > Email Template

  • Primary & Secondary Need(s)

    • Work with your Resource team to configure CS Resource > Taxonomy > Service Needs

CS Contact Programs Setup

Configure the following pieces in CS Care, so a Contact agent can appropriately fill out Program assessments

• Work with Program Managers and/or Call Center Coaches to determine data collection and/or program eligibility assessments

• Create associated surveys, build CS Care projects, and toggle on “CS Contact Intake” in the Project Settings

CS Contact Resource Database

Configure the CS Resource database so a Contact agent can refer people to community resources

• Work with your Resource team and the CareSuite team to migrate the data

• Try out some searches, see what works well and what doesn’t, and write some tips to help agents find the most commonly used resources or perform the most common searches

CS Contact Profile Details

Configure the profile details so that a Contact agent can collect relevant demographic data

• Create a survey with the relevant demographic fields

• Upload the survey XML in CS Admin > Setting > Demographic Survey

General Tips

General tips on how to gather all the configuration information, focusing on workflow and reporting

• What types of calls/sms/webchats/etc are handled? How can each of these calls go? Do you have existing protocols? What types of things do you train a new agent / What does the training manual look like?

  • Work through each type one-by-one, covering all potential workflow options

  • Work through the existing protocol(s)

  • Work through the existing training manual and pretend to train a new agent What types of data is collected? What items are tagged? What referrals are searched?

• How are different call types going to be tracked?

  • Buddy calls

  • Warm transfers (internal and external)

  • Cold transfers (internal and external)

  • Escalations

  • Crisis calls

  • Follow ups

  • Blank/Static

  • Calls that terminate early

• How are different SMS/Webchat/etc types going to be tracked?

  • Crisis

  • Blank/No Response

  • A few responses but not completed

• What data is in your required Daily/Weekly/Monthly/Yearly reports for

  • Funders

  • Internal Management/Board

  • For QA/Coaching

External Services Configuration

• SendGrid email service

  • SendGrid account created

  • API key generated

  • Sender domain verified

  • From email address configured

  • Email templates created

  • Email sending tested

• (Optional)Twilio SMS service (Handled per organization w/ CareSuite support)

  • Twilio account created

  • Phone number purchased

  • Account SID and auth token obtained

  • SMS sending tested

• (Optional) Mapbox geocoding (Handled per organization w/ CareSuite support)

  • Mapbox access token configured

  • Organization service area datasets accessible

  • Postal code geocoding tested

  • Address geocoding tested

See Admin Configurable Fieldsfor full list, the list below are minimum requirements for setup