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 ucc)
The Anywhere365 Inflight Snapper let the users choose whether they want to automatically pick-up a call or not.
ErlangErlang (E) is a (dimensionless) unit that is used in telephony as a measure of offered load or carried load on service-providing elements such as telephone circuits or telephone switching equipment. The Erlang formula is used to calculate the average queue time to determine the number of agents that are required for the desired service level. is a dimensionless unit that is used in classic telephone systems as a measure of supply and demand on telephone circuits or telephone switching equipment. Along similar lines, Anywhere365 uses data mining techniques based on historical dialogue data to forecast expected call center loads.
The routing of the UCC can be based on the presence of the Agents. By adding an Availability Skill the customer can be rerouted to a new location if no agents are available.
Business hours are the configurable times, which set the availability of the UCC. With the Anywhere365 platform, it is possible to set the Business hours of each separate UCC. Outside business hours an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voicemail. One day can have multiple Business Hours, for example the morning from 08:00 to 12:00 and the afternoon from 13:00 to 17:00. If the UCC is closed one day, the business hours can be edited, but it is easier to use Holidays instead.
By adding a bot to the dialogue, you can decrease the number of unnecessary dialogue. By letting the bot answer the simple answers and letting the advanced questions move to your agents.
Reroute calls that were directly sent to an Agent (a director for example) to influence who and who cannot call someone directly.
Anywhere365 can filter out explicit or offensive content directly before it is shared with the agent.
With the Skill Countdown feature value of Anywhere365 it is possible to lower the skill value of those Agents, which are present during a short period of time in seconds measured. During that time period the skill value will go from 100% to 1% in steps of the average time period. After the countdown the call can be automatically transferred to another skill, the same skill, or to reach voicemail.
By combining Anywhere365 with Microsoft Power Automate, the information from the CDR can be used to recognize patterns and reroute based on these patterns.
A holiday is a selected date/time range when the UCC is closed during holidays. In this case, the Business hours will be overruled. It is possible to configure Holidays for each individual UCC. During a Holiday the UCC will play the message closed or an alternative message (Holiday Question) and the customer has the option to choose an action (CallBackThe CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours., Voicemail or Forward).
Interactive Dialogue Response (IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.) allows customers to interact with a host system via WebChat, after which they can service their own inquiries or will be redirected to an Agent by following the IDR dialogue. All texts within the IDR will be loaded dynamically based on the browser language of the customer. Scripts build according to conversational design principles can be easily created.
Interactive Voice Response (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.) allows customers to interact with a host system, after which they can service their own inquiries or will be redirected to a call agent by following the IVR dialogue. Traditionally input is required via the telephone keypad, modern Voice User Interfaces rely on speech recognition, both of which are supported. All texts within the IVR will be loaded dynamically and can be managed real-time by means of text-to-speech and/or audio files. Scripts build according to conversational design principles can be easily created.
Adding a jukebox to the queue or hold to make the waiting time for the customers as pleasant as possible. With the jukebox feature you can add your own announcements and music.
The Prompt functionality can be used to trigger specific behavior. If specific information has to be looked up in a database (e.g., customer account number, incident number, etc.) before transferring a dialogue towards a group, skill or specific Agent, the Prompt functionality can be used to trigger specific behavior based on the given information.
Instead of using the DTMF tones the contact can also use key-phrase speech to make a selection in the IVR.
Available even when the person is busy or offline. This feature makes it possible for a person signed in to a UCC to be available in certain cases, even when the presence is busy or offline. Think about a Role Model for medical support, with every person with a First Aid (EHBO) certificate into a UCC. When a call comes in out of context of First Aid, the person in a call, will be hunted and get the Microsoft Teams or Skype for Business toastA toast is a Skype for Business instant message notification the user receives on his desktop. invite. Since we support Contextual Display in a toast, the person gets the invite with the Emergency picture and can act directly. Every UCC supports it's own Lowest Presence Hunt value.
Anywhere365 offers different escape actions while the contact is waiting in the queue. For example the contact can switch queue or leave a voicemail.
With the Attendant of Anywhere365 it is easy to manage the queue and determine the positions of callers within the queue. Callers waiting in the queue are updated frequently about their position and might be informed with other relevant information. The maximum length of the queue is configurable and once the limit is reached customers are offered to leave a voice mail or disconnect the call. All notifications can be managed by means of text-to-speech or audio files.
With Queue Sized Based Routing you can redirect the caller if the queue size exceeds a specific volume.
Anywhere365 supports a Routing table in the SharePoint settings. With this table it is possible to regulate, based on a regular expression the number(s) to a specific skill. With this feature you are able to route specific numbers or number plans to specific skills. This feature can be used together with a SharePoint workflow, or an Anywhere365 Timer Job, to schedule a specific situation when specific routing can work. Example: If you expect a customer to call, you would like to route that customer only, based on LineURI of SIP address to a VIP skill. Routing can be managed in the Routing library.
In each line in the Routing a Match criteria can be set, following the order the Match lines will be used. When there is a match, the address will be forwarded to either the Skill or the Parent Question. When forwarded to a Skill the caller will directly enter the queue. When forward is to a Parent Question, the customer will enter the IVR at that point. Since the Skill can be a forward skill too, Anywhere365 is able to redirect a call from a specific number directly to another outbound number like mobile, SIP or PSTN.
A Side instep to main IVR makes it possible to use an additional phone number for the same callflow.
A Side instep to IVR makes it possible to skip IVR-steps and fulfill customer needs even faster.
A Side instep to Queue makes it possible to skip IVR-steps and fulfill customer needs even faster. Besides that it is possible to define contacts that will skip the entire IVR (and its associated queue) and will be redirected to the first available call agent.
Adding a default music on hold to the queue or hold to make the wait for the customers as pleasant as possible.
The UCC can behave differently depending on the time of day. A simple example is that the IVR will greet a caller with “Good morning”, “Good afternoon” and “Good evening” at appropriate times. More advanced time-related changes are thus also supported via the SharePoint template of the UCC.