Advanced Configuration

You now have a basic working 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., 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 1: Add Supervisors

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

More information: Supervisor fields explained

 

Step 2: Add Trainer Trainee

A variant on Supervisor is Trainer Trainee. This allows agents (trainers) to invite colleagues (trainees) to learn from the conversation.

More information: Trainer Trainee fields explained

 

Step 3: Add Call Classifications

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

More information: Call Classifications field explained

 

Step 4: 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 5: Add additional Endpoints

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

 

Step 6: Configure Routing

Another advance routing feature is UCC Routing and Inbound Routing.

Scenarios:

 

Step 7: 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 8: 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 9: 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 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. 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)

DeskphoneDeviceHuntPresence

Set the lowest hunt value for 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. / Microsoft Teams Desk Phones.

DisableMobileDeviceType

If true, do not call Agent when only logged in on Skype for Business / Microsoft Teams Mobile

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.

MobileDeviceHuntPresence

Set the lowest hunt value for Skype for Business / Microsoft Teams mobile client.

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.

UseInboundAudioRecording

If true, intercept Direct Calls to the Agent

Note The interceptor needs to be configured.

UseOutboundAudioRecording

If true, intercept Outbound Calls of the Agent

Note The interceptor needs to be configured.

DisableCallForwarding

If true, don't use the Call Forwarding settings of the Skype for Business / Microsoft Teams client.

DischargeDuration

The time (in seconds) before a new Call will be forwarded to an Agent after the previous Call is finished.