Dialogue Cloud

Basic Configuration of your UCC

After you have a clear picture on what the 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. needs to do, you can get started. Login to your new UCC's SharePoint site and get started. If you don't have a new UCC yet follow these instructions first: Install Extra UCC

A good place to start is be setting up the basic configuration.


Step 1: Define Skills

The first step is to configure your Skills. If you are planning on using escape Skill, create these first.

More information: Skill fields explained

Step 2: Add Agents

After you added your Skills, you need to add the contacts who accept the dialogue. Depending on your license these can be agents on-premises or federated When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC..

More information: Agent field explained

Step 3: Add Agents in Skills

In this step you need to add the right agent to the right Skill. In this step you can also define the priority of agent by using Skill Scores.

More information: SkillPerAgent fields explained

Step 4: Define Business hours

The UCC can be open or closed, this is defined in the business hours.

More information: Business hours fields explained

Step 5: Define Holidays

Besides Business hours, you can also create Holidays. These are alternative business hours.

More information: Holiday fields explained

Step 6: Upload Audio files

Before diving into the workflow, it is best to upload the audio files first. If they aren't available yet, you can always add them later.

More information: Audio Files

Step 7: Configure IVR

If this is your first time configuring an IVR in Anywhere365, it is good to get familiar with the structure of the IVR.

More information: Operation of an IVR

Continue with Advanced Configuration