Getting Started Introduction

What is Anywhere365?

Anywhere365 is the name of the platform. It is a contact center solution on native 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.. Anywhere365 provides many features that help companies manage their communication flows within their organization, both outbound (from company to client) and inbound (from client to company).

The product uses 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.'s, which stands for Unified Contact Center. In a UCC you can configure features like Audio, Chat, WebChat, Business Hours, Interactive Voice Response, Number based routing and much more.

 

What does Anywhere365 do?

Simply said Anywhere365 distributes the right communication to the right person, at the right time regardless of location.

 

Manage Dialogue

The right communication depends on which direction the dialogue is going.

 

Remove unnecessary dialogues

To get the right person and reduce unnecessary dialogue we use the following features:

  • Presence Based Routing Because Anywhere365 is combined with the LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. and Skype for Business presence status of call agents is available. This makes it possible to optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers.
  • Device Based Routing Anywhere365 is aware of the client capabilities of an Agent and will behave differently based on the provided functionality. Not all devices or applications are able to interact via voice, video, chat, email, etc. As an example, an Agent using a Lync 2010 client on a mobile device will have a different set of capabilities compared to an Agent logged in from a desktop computer with the Lync 2013 or Skype for Business client. Anywhere365 will automatically recognize the agent’s hardware skill set. For example, is the agent on IP DeskPhone then the agent can only receive audio dialogue.
  • Skill Based Routing One of the major advantages of Anywhere365 is Skill Based Hunting. This makes it possible to select call agents based on their skills. This means that customers will be connected to only those call agents that are actually able to help them. Learn More

 

Dialogue Intelligence

A great deal of the management ofthe dialogue is happening in the background on the server. To give supervisors, agents and administrators insight into the platform, Anywhere365 offers the following Dialogue Intelligence:

  • Real-time The UCC can be monitored real-time using for example the Inflight Snapper or the Inflight Wallboard:

 

  • Historic All dialogue information will be stored in a SQL database, this enabled historic information to be visually displayed. For example in the SSRS Reports or Power BI:

 

Where does Anywhere365 fit in?

On a base level Anywhere365 needs:

  • Application Server
  • SharePoint Configuration Site
  • SQL Server

Where these components are located is your choice. Below some example of the possibilities.

 

Anywhere365 Application Server

Anywhere365 runs on a Skype for Business Application server, in a Skype for Business environment. On which or whose Skype for Business environment that is up to you. Possible models:

  • On Premise Anywhere365 can be deployed on (virtual) hosted or on-premises servers and is fully integrated with hosted or on-premises Skype for Business.
  • Hosted With Anywhere365, organizations can leverage their existing on-premises technology and take advantage of a solution running in the public cloud or a private cloud, as needed.
  • Office365 Cloud PBX Anywhere365 is fully integrated with Office 365 Cloud PBX solution where available for high end contact center and reception functions.

 

SharePoint Configuration Site

The SharePoint server operates as the graphical interface to facilitate an easy to use operationality and instructs the CoreThe Core is the center of Anywhere365. It manages all the Dialogues. on what to do. The core saves the commands / changes received from the SharePoint server by syncing the database every 10 seconds to keep a local backup of any relevant configurations. This secures operationality for the Anywhere365 environment in case the connectivity between the SharePoint server and the Core are interrupted. Possible models:

  • On Premise Foundation You can run the free SharePoint Foundation on the Application server or on a dedicated server.
  • On Premise Server To use the full potential of SharePoint, you can deploy the configuration on a new or existing SharePoint Server.
  • Online The configuration template is also available for SharePoint Online. Which is available in Office 365.

 

SQL Server

The SQL Server us used for storing Call Detail Information, which Anywhere365 uses for Reporting and presenting information to the agents and supervisors:

  • Express You can run the free SQL Server Express on the Application server or on a dedicated server.
  • Server To use the full potential of SQL Server, you can deploy an instance on an existing SQL server or e new dedicated server.
  • Azure You can fully host your SQL server in Azure, including Reporting Service.

 

How is Anywhere365 buildup?

The platform is buildup in element. At a minimum you always needs:

 

You can expand the platform by adding more elements. This can be done before going live or in a later phase. For a complete overview, General