Planning your UCC
Before proceeding with the configuration of a 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., it is important make a clear plan of how you want it to deal with incoming calls. There are quite a number of elements to consider.
Configuring your UCC
After you have a clear picture on what the UCC 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