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.)
The architecture of Anywhere365 is based on a distributed environment. Agents of the UCC can be from within your organization/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. environment. But Anywhere365 in combination with FederationFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. makes it possible to add Agents that are not within your organization Lync 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. environment easily by adding the 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. address to the list of Agents. This allows you to add anyone with an Office365 account to your UCC, for example your ICT partner as a second line help desk.
Tip Additional Sipdomain license need to be purchased
Anywhere365 distinct two different call agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. and (2) Informal AgentsWhen a person is set as Informal Agent it is always an Agent in the Agent circle.. An informal agent is connected to the UCC once he is logged in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by sending commands to the Lync or Skype for Business client and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.
Within Anywhere365 it is possible to create groups that consist of multiple Agents with a similar Skill. Based on the presence status of the individual, a group presence status is created. Furthermore Anywhere365 has the unique ability to give the group a name and add a photo that appears in the Lync and Skype for Business client.
PSTN Agents are a new feature in 6.3 that allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sip:firstname.lastname@example.org).
With Reason Codes Supervisors have more insight on their Agents presence than with the default Lync and Skype for Business presence. By using Reason Codes Agents can define their Busy and Away status. This information will be shown in the Anywhere365 Inflight Snapper and in the Anywhere365 Reports.
With the Remote Presence Change feature, a supervisor in a UCC is capable to change the presence state (available, busy, away) of an Agent in the UCC. Since an Agent can be in more than one UCC and his/her presence is universally applied, the altered presence status affects all other UCCs that this agent might be subscribed to.
Supervisors of a UCC have the opportunity to generate a list of current calls and monitor them, intervene, whisper to an agent, talk as a conference, take over the call and give back the call to an agent. With reporting from a compliance point of view, all supervisor actions can be made visible in the dialogue timeline.