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
Automatic Answering
The Anywhere365 Inflight Snapper let the users choose whether they want to automatically pick-up a call or not.
Automatic Occupation Forecast
ErlangErlang 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. 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.
Availability Check
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
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.
Bot
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.
C-Level Routing
Reroute calls that were directly sent to an Agent (a director for example) to influence who and who cannot call someone direct.
Content Moderator
Anywhere365 can filter out explicit or offensive content directly before it is shared with the agent.
Countdown
With the Skill Countdown feature value of Anywhere365 it is possible to lower the skill value of the Agents, which are present in a period time in seconds measured. In 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 voicemail.
Dialogue Pattern Recognizer
By combining Anywhere365 with SharePoint Work Flows, the information from the CDR can be used to recognize patterns and reroute based on these patterns.
Holiday
A holiday is a selected datetime range when the UCC is closed. In this case, the Business hours will be overruled. With the Anywhere365 platform, 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 Qyestion) and the customer has to option to go to an action (CallBackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours., Voicemail or Forward).
Interactive Dialogue Response (IDR)
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 (IVR)
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.
Jukebox
Adding a jukebox to the queue or hold to make the wait for the customers as pleasant as possible. With jukebox you can add your own announcements and music.
Prompt Keypad / Database connector
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.
Key Phrase recognition
Instead of using the DTMF tones the contact can also use key-phrase speech to make a selection in the IVR.
Lowest Presence Hunt
Available even when the person is busy or offline. For reasons a person within a Contact Center of UCC can be available, even when the person is busy or offline. Think about a Role ModelRole models are example configurations of a UCC that performs a specific function. 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 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. or 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. toastA toast is a skype instant message notification. invite. Since we support Contextual Display in a toast, the person gets the invite with the Emergency picture and can act directly. Every UCC do supports its own Lowest Presence Hunt value.
NFC
With NFC Routing, you can start a dialogue based on NFC. For example, e-tailers and services. Upgrade your Business Card to a Business Communication Card? At WORKSTREAMPEOPLE, our business cards have an embedded NFC chip that allows you to reach any representative by simply tapping your NFC mobile to the card. Based on Skype, Anywhere365 shows you if your representative is busy (red) or available (green), but also allows his/her assistant or even a complete team to take over the presence if required.
QR
With QR Routing, you can start a dialogue based on QR. For example, e-tailers and services. Upgrade your Business Card to a Business Communication Card? At WORKSTREAMPEOPLE, our business cards have an embedded QR code that allows you to reach any representative by simply scanning QR code. Based on Skype, Anywhere365 shows you if your representative is busy (red) or available (green), but also allows his/her assistant or even a complete team to take over the presence if required.
Queue Escape
Anywhere365 offers different escape actions while the contact is waiting in the queue. For example the contact can switch queue or leave a voicemail.
Queue Management
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.
Queue Sized Based Routing
With Queue Sized Based Routing you can redirect the caller if the queue size exceed a specific volume.
Routing
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 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 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.
Side Instep to main IVR
A Side instep to main IVR makes it possible to use an additional phone number for the same callflow.
Side Instep to IVR
A Side instep to IVR makes it possible to skip IVR-steps and fulfill customer needs even faster.
Side Instep to Queue
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.
Standard Music on Hold
Adding a default music on hold to the queue or hold to make the wait for the customers as pleasant as possible.
Timerjobs
The UCC can behave differently depending on the time of a day.
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 templateSettings and Content Management for Anywhere365, based on SharePoint server or SharePoint Office 365 of the UCC.
Unlimited IVR Dept
With Unlimited IVR Dept you can create multiple layers in the IVR.
Group Voicemail
In case the UCC is closed or the queue is too long to serve new customers, it is possible for them to leave a voice mail and send these voice mails to SharePoint automatically. This makes it possible to playback voice mails and serve customers in a later stage.