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.)
With classification you can organize the call during the session, so the manager is able to get more information about the type of calls.
To add extra security to a private UCC, it is possible to enter a pin code before connecting. By adding the setting "PinCode" to the Settings list, the caller will be asked to enter the set of numbers before continuing after the Welcome Message. [For example 1234] Anywhere365 will ask the caller for a pin code, and only if the pin code is entered correctly, the Interactive Voice Response will go further.
Anywhere365 uses SharePoint On-premises or SharePoint Online as its configuration panel in order to manage one or more UCCs. In this way it's possible to make changes to your UCC at any time, without the need for technological skills. And because it is real-time there is no downtime while improving your UCC. You can add call agents, change the status of the UCC, and optimize the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. and its texts while staying available for customers. Furthermore, both SharePoint on-premises as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.
Within the new UCC settings it is possible to set the Time Zone of a specific UCC. So that on one platform with different UCC, running in different areas in the world, but with one server clock time, the UCC is able to correct its own time. A very useful feature for situations like Business Hours, Holidays and Reporting.