Dialogue Cloud

WebAgent Start-up, Sign-in and Connecting to UCC

Introduction

This view shows the connections and steps made during start-up, sign-in, and first connections made to the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Service.

Authentication through the Web Application of the Agent (a Teams user), its contacts and calendar(s) and the subsequent retrieval of UCC capabilities like Timeline and plugins using various possible methods, is shown in a selection of views below.

Note

Some steps in the views shown can be a simplified representation of reality but should provide you with a clearer understanding of these steps and building blocks involved. The direction of an arrow typically represent the initial direction a connection is made, after which signals or traffic can flow both ways. (For a step marked as "0" it is assumed the connection has already been established in an earlier process)

View 1: WebAgent with basic capabilities

View 2: WebAgent with CRM CTI Plugin

View 3: WebAgent with CRM Service

View 4: WebAgent with Dialogue Manager

(to be added)

View 5: WebAgent with Dialogue Studio

(to be added)