Basic Configuration

After you have a clear picture on what the 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. 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.

 

Introduction

 

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 premise or federatedFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment..

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.

Tip If you want an alternative message on the holiday, this needs to be created in 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. first.

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

 

Step 8: Assign (test) phone number

The final step is optional. You can now already contact the UCC, using the application endpoint in your Skype client. If you do want to assign a phone number, this needs to be done in Skype Powershell:

More information: PowerShell commands

 

Continue with Advanced Configuration