Additional UCC Configuration

You now have a basic working UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., but Anywhere365 offers more features you can use. The steps below are optional, but good to go through because it will enhance your contact center.

Step: Add Supervisors

Supervisors allow you to listen in on conversations and help / train co-workers.

The following training video provides you with an overview of how to work as a supervisor:

More information: Supervisor fields explained

Step: Add Call Classifications

When using the Extension Window, it is also good to use Call Classifications.

More information: Call Classifications field explained

Step: Add Reason Codes

If interested in storing more details about the agent daily time spending, you can enable reason codes.

More information: Reason Codes fields explained

Step: Add additional Endpoints

Some advanced contact centers may need additional endpoints. For more examples: Uses for endpoints

Step: Add Playlists

Playlists enable the user to create a list with audiofiles which can be used in the Queue and Hold.

More information: Configure music on hold

Step: Setup Quality Monitoring

The Quality Monitor can be used to measure the quality of a dialogue, also known as Agent Rating.

More information: Quality Monitoring fields explained

Step: Fine-tune settings

Anywhere365 offers a lot of setting you can use to fine-tune you UCC. Below a list of important settings to have a look at (in order of scope):

Setting	Description
WriteSummaryToSharepoint	If true, call details will be written to SharePoint in "Call Summary" and "Missed Calls Today".
CultureInfo	The language in which the IVR Interactive Voice Response, or 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. Questions are spoken when using Text-To-Speech.
UseImpersonation	If true, contact card of the Caller is shown during hunt and forward. (Instead of UCC)
HuntingMethod	This setting indicates the hunting method to find Agents.
HuntTimeout	The time (in seconds) that Anywhere365 waits for an Agent to accept the call.
OverflowThreshold	The maximum number of Callers that are in the queue.
QueueBusySpeechWaitTimeout	The time (in seconds) between the two messages (Queue position en Queue 3) that will be played in the queue.
QueueBusyTimeOut	The time (in seconds) after which the extra message (Message Busy) will be played in the queue.
OnHoldPlayList	The Play List that the Customer will hear when the Agent puts the Call on hold.
QueuePlayList	The Play List that the Customer will hear during the Queue
UseQualityMonitor	If true, caller will be forwarded to the Agent Rating after a Call.
UseAudioRecording	If true, all Calls will be recorded and an additional welcomes message (Welcome Recording) will be played.
DischargeDuration	The time (in seconds) before a new Call will be forwarded to an Agent after the previous Call is finished.