Core FAQ

A: Login to the Azure Portal and navigate to Azure Active Directory. Your tenant ID is visible on the overview page of Azure Active Directory.

A: The default API limit is maximum 100 presences per request with a maximum of 2 requests per second per account. This is based on the official Microsoft Graph Documentation.

A: The UCC has to query the domains in the tenant. This can only be done with the Directory.Read.All permission. The permission is not used to query any other information.

A: To improve performance, the user basic information is stored in a cache file on disk in the UCC's cache folder. Using a cache has the advantage that the UCC doesn't have to rescan the Azure Active Directory after a restart. The following user information is stored in the cache file:

• UserId

• DisplayName

• TenantId

• UserPrincipalName

• GivenName

• Mail

• OfficeLocation

• SurName

A: Without the permission, the UCC cannot query the user's presences.

A: The UCC stores the Graph API refresh token encrypted in the cache folder of the UCC. When the cache is cleared, authorization steps must be performed again.

A: This depends on the tenant configuration. The following is based on the default settings. After the UCC service has stopped, the authorization will be valid for 90 more days. When the UCC is started within 90 days, the UCC will refresh the authorization token and claim another 90 day access. Only when the UCC or presence source has stopped for more than 90 days, the authorization will become invalid and you have to sign in again. The authorization expires when a user account password expires or has changed.

A: The music can be activated in 3 simple steps.

1. Upload your music file in the Audio filed

2. Create a new Playlist and select your music file.

3. Create a new setting (QueuePlaylist / OnHoldPlaylist) and select your Playlist.

A: First check if SharePoint is working properly, also check the SQL server where the content database is running is working properly.

Additional you can add the setting "UpdateSettingsTimeout" to the SharePoint Template Settings list. This will reduce the traffic going to SharePoint. For example set it to 60 (seconds).

A: You can enable this by adding the setting "EnableDTMFToInitiator" as true in the SharePoint Template Settings list. This will enable that the DTMF tones are also send to the customer.

A: This is because the Skype client doesn't do a merge, but disconnect the call and setups a new call to the UCC.

To solve this, instead of using the consult option in the client, call the UCC from the client (this will put the customer on hold) and use the transfer button.

A: This is caused because the agent's presence didn't turn busy. Alternatively if you need a workaround,you can set WaitForAgentBusyTimeout to a very high value (for example; 86400 seconds (24 hours).

A: The speak root node together with the xml document header can be rather bulky, so Anywhere365 Prompt Markup Language infers it based on your UCC configuration.

The following configuration

The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings expands automatically to something similar to the following (exact details depend on your UCC settings):

<?xml version="1.0"?>
<speak version="1.1"
xmlns="http://www.w3.org/2001/10/synthesis"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.w3.org/2001/10/synthesis
http://www.w3.org/TR/speech-synthesis11/synthesis.xsd"
xml:lang="en-US">
The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings
</speak>

A: Different SSML providers have different rules for what types of audio files they allow, and how they should be available. Anywhere365 Prompt Markup Language adds an additional title attribute to the audio node that is interpreted by the Anywhere365 rather than the SSML provider. This allows Anywhere365 to also play files from your SharePoint Library.