Dialogue Cloud

Create - Contact Center (UCC)

Warning

Any changes committed via the Partner Portal will be processed immediately so will directly impact your customers environment. Before committing, make sure to have your change documented.

UCC details

To request a 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., navigate to the “Create UCC” link in the Anywhere365 Cloud tools.

A form will be presented in which details need to be filled in about the Service you want to create.

The first step is to select the correct customer:

In the dropdown all customers linked to the partner organization will be shown. If the customer is not on the list, it could be that the purchase order is not yet processed. Your sales representative or the A365 Backoffice team will be happy to help you.

The next fields are the “UCC technical name”, “UCC display name” & the “UCC telephone number”:

The UCC Technical name should be a unique name within the environment. The system will automatically create a prefix and a suffix, where the prefix is always “ucc-” and the suffix will be randomly generated.

We recommend using a naming convention that easily identifies the UCC (for example: itservicdesk).

Note

The technical name must be 10 characters or less, and can only have lower case characters, numbers and hyphens (-).

Note

The display name can have upper- and lower case characters, numbers and hyphens (-) and spaces.

Please ensure to use E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) format for the telephone number.

SharePoint site details

The next section, Client SharePoint site details can be populated either using the Client ID, Client Secret, site URL of the UCC and by then selecting the customers Azure Tenant ID from the drop-down menu.

The second option is for the partner/customer to implement the SharePoint Online Authentication for Anywhere 365 Dialogue Cloud Microsoft Entra ID App-Only. This is Microsoft's preferred model to grant an application access to SharePoint Online.

Global Region selection

Next, we need to add the UCC service region, please select from the 3 available in the drop down:

Service selection

Then please select the service which you either created earlier, or from an existing one:

Feature selection

In the next section, you can add those features licensed to your customer:

If you have purchased CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. connectivity for the WebAgent, you can also select the product from the drop-down list:

You can then go ahead and create the UCC:

If you have multiple UCC’s to create, you can add it to a list where you can bulk validate them all together:

View Request status

As before, this and other requested actions can be tracked by clicking on: