Note: Some features are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs.)
Anywhere365 is entirely based on Microsoft Ecosystem . Once an Agent signs in, he/she is available to receive calls, regardless of its workplace or device.
When using the interceptorThe Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents., the Caller ID presented for calling out can be configured with the Caller ID of an Unified Contact Center SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. URI, selected by the Agent.
Call park is a feature that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set.
When using the interceptor or the Direct Call Interceptor (DCI), the Caller ID presented for calling out can be configured with the following options.
- The Caller ID of an Unified Contact Center SIP URI, selected by the Agent
- The Caller ID presented is taken from the Agent SIP URI.
- An alternative Caller ID selected by the Supervisor. This alternative ID can be specified per Agent.
During a consultative transfer the contact center agent can start a conversation to another agent before the call gets transferred, to ensure they are able to take the call.
Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time needed after a call to finalize the administration. During this time call agents will not be hunted for new calls, though it's presence status will be available.
Anywhere365 supports both mobile phones (PSTN Agents - Enterprise) as well as smart phones with Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. Mobile. With this feature you can fully integrate mobile users into your contact center.
An agent can transfer the customer to a Skill. This will put the Customer in that Queue or forward when a Forward Skill is chosen.
Anywhere365 offers an innovative addition to the standard function of taking a call from a colleague; this is only possible if you have the same necessary skills as your colleague. In this way an Agent is able to serve only customers that he actually can help.