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Use_cases.md

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Use cases

Use case 1: customer places audio/video call to call center and is asked to identify beforehand

Flow success:

  1. Customer opens app and scans sip address with in app-QR reader on website of call center
  2. Customer starts voice call to call center
  3. Customer receives message: “ok to send your personal data?”
  4. Call center receives incoming call with personal data
  5. Call starts.

Use case 2: customer places audio/video call to call center and is asked to identify during call

Flow success:

  1. Customer opens app and scans sip address with in app-QR reader on website of call center
  2. Customer starts voice call to call center
  3. Call starts
  4. Customer receives message: “ok to send your personal data?”
  5. Call center receives incoming call with personal data
  6. Call continues.

Use case 3: customer places audio/video call to call center and is asked to identify before call while receiving proof of the identity of the call center

Flow success:

  1. Customer opens app and scans sip address with in app-QR reader on website of call center
  2. Customer starts voice call to call center
  3. Customer receives message: “This call was received by agent #agentname representing company #copanyname. Is it ok to send your personal data?”
  4. Call center receives incoming call with personal data
  5. Call continues.

Use case 4: customer places audio/video call to call center and is asked to pay before call starts.

Flow success:

  1. Customer opens app and scans sip address with in app-QR reader on website of call center
  2. Customer starts voice call to call center
  3. Customer receives message: “Please make payment to for the following amount”
  4. Call center receives proof of payment
  5. Call starts.

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