How to plan your UCC?

Before you start we strongly advise to create a clear inventory of how your 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. should react on an incoming call. Preferable by creating a diagram on paper. There are quite a number of elements to consider.

 

Global Information

UCC Name:

The name of your UCC, preferably use underscores instead of spaces e.g. ucc_companyname_helpdesk

Domain:

The name of your domain e.g. domain.com

SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address:

The SIP address of your UCC e.g. sip:ucc_companyname@domain.com

Phone number:

The access number of the UCC e.g. +31 88 1200 600

Display Name:

The name displayed on Wallboards, Reports, Agent Displays etc. eg. Helpdesk

Queue escape:

Do you want to offer a queue escape, if so where should the request go to? eg. Voicemail, 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. or IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. message to explain and disconnect, Other UCC.

Opening hours:

The regular opening hours of the UCC.

Outside opening hours:

What happens with calls or chats outside opening hours?

Holidays:

What are the bank holidays the UCC is closed? e.g. Christmas, boxing day, etc. Make sure to update the list yearly.

 

Hunting method

The UCC uses different methods to select the best available agent for each request (chat or call). Which method(s) apply for your UCC:

Presence based routing:

Only available agents will receive requests (can be overruled)

Device based routing:

Only Agents with specific devices will receive requests of that type (chats, calls, both).

Skill based routing:

Agents with a specific skill will receive requests, in order of the highest skill score. When the score is equal choose:

Longest idle:

Anywhere365 selects the Agent that is idle for the longest time.

Longest available:

Anywhere365 selects the Agent who is available for the longest time.

Round Robin:

Anywhere365 automatically selects the next available member in a predefined list, this setting will omit the skill score.

Serial:

Anywhere365 always selects the first available member in a predefined list. The hunt always starts at the same Agent position.

Least calls:

Anywhere365 always selects the Agent with the least requests handled today.

Least occupied:

Anywhere365 always selects the Agent who was least occupied (talk time + discharge time) during that day.

Parallel:

Anywhere365 always contacts all Agents at the same time, the first one to answer gets the call (audio only). Typical attendant group setting.

 

Global settings

There is a multitude of general settings, for purpose of this exercise the most important should be considered before you start.

More information: Settings

HuntTimeout:

The time (in seconds) that Anywhere365 waits for an Agent to accept the request. If the time is elapsed and the Agent has not accepted, the next Agent in line will be hunted.

QueueBusyTimeOut:

The time (in seconds) after which the Queue Escape will be offered.

DischargeDuration:

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

EnableMusicOnHold:

TRUE = Play music on hold when customer is put on hold.

FALSE = Silence when customer is put on hold

UseAudioRecording

TRUE = All Calls will be recorded and an additional welcomes message (Welcome Recording) will be played.

FALSE = Call will not be recorded.

 

Agents

Which 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 users will become Agents for this UCC and what are they allowed to do?

More information: Agents

Agents:

The list of Agent SIP addresses

Device:

When device based routing is used which Agent will be able to handle calls, chats or both?

Order:

Order represents the position of the Agent in an ordered list, which is used for the hunt methods "Round Robin" and "Serial".

Manual check in:

Which Agents are able to sign in and -out manually from the respective UCCs. This can vary for each UCC.

Custom hours enabled:

Which Agents have a working schedule that differs from the UCC opening hours?

 

Supervisors

Which Skype for Business / Microsoft Teams users will become Supervisors for this UCC and what are they allowed to do?

More information: Supervisor

Supervisors:

The list of Supervisor SIP addresses

 

Skills

Anywhere365 uses Skills to find the right Agent at the right time for a request. These Skills will be linked to Agents based on their skill score, the higher the score the more likely they receive the request.

More information: Skills per Agent

Skills:

Provide a list of skills e.g. Sales, Support, Outside business hours

Skill type:

There are four skill types, determine for each skill if they are a:

  1. Regular Skill: a customer waits for an available Agent until the customer gets answered by the Agent or drops the call

  2. CountDown Skill: a customer waits for an available Agent and if the call is not picked up within X seconds, the customer will be moved to another Skill

  3. Availability Skill: when a customer enters the Skill, Anywhere365 will check if there is an Agent available, if this is not the case the customer will be moved to another Skill

  4. CountDown Availability Skill: A combination of the Countdown Skill and Availability Skill, Anywhere365 will check if there is an Agent available, if this is not the case the customer will be moved to another Skill. If this is the case and if the call is not picked up within X seconds, the customer will be moved to another Skill

  5. Forward Skill

When option 2, 3 or 4 are selected also determine what skill they should be routed to next.

Agents per skill

Which Agents receive what skill?

Agent skill score

Determine for each Agent and each skill their score, from 1% hardly any skill to 100%, the expert. Good practice: when all Agents are equal provide all with a skill score of 100%

 

Call classifications

Call classifications can be used to tag conversations by using the Extension window (this functionality not available in the Reception, Workgroup or Small-Business License).

More information: CallClassifications

Title:

The name of the classification e.g. Support request, Private call etc.

Level:

To create multilevel classifications, for instance when you want to log support request for different products. e.g. Support (level 1), Software support (level 2) Hardware support (level 2) etc.

 

Reason codes

Agents that are able to set their availability can provide a reason why they are not available during opening hours. Supervisors can overrule the status change when the UCC is unexpectedly busy. For that reason they should know if the Agent is busy with other work, or away from their desk and unable to participate all together.

More information: Reason Codes

Title:

The name of the reason code e.g. Meeting, Lunch, Coffee break etc.

Code:

The two digit code Agents use to change their status

Status:

The status related to that code, either "Busy" or "Away".

 

Continue with Basic Configuration