GoLive! Online Manual Note: Some features require 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 Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.)
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Bring your own device
Anywhere365 is entirely based on LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. Server 2010, Lync Server 2013 and Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. Server. Once an Agent logs in, he/she is available to receive calls, regardless of its workplace or device.
Call On Behalf
When using the interceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the 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
Caller ID control
When using the interceptor, the Caller ID presented for calling out can be configured with the following options.
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.
Consultative Transfer
Consultative transfer for Skype for Business is fully supported by all Anywhere365 applications, including the UCC and Reception Attendant.
Direct Transfer
Direct transfer for Skype for Business is fully supported by all Anywhere365 applications, including the UCC and Reception Attendant.
Discharge Duration / Wrap up
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 after a call to finalize the administration. During this time call agents will not be hunted for new calls, though its presence status will be available.
Integrate Mobile
Anywhere365 supports both mobile phones as well as smart phones with Skype for Business Mobile and PSTN Agents (Enterprise). With this feature you can fully integrate mobile users into your contact center.
Skill Transfer
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.
Take the Call
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.
Trainer Trainee
Helping new Agents learn the tricks by using the Trainer Trainee feature. Trainers can invite their Trainees to interesting conversations.