1. Check if the Service is running in Services.

    Tip Anywhere365 Service = "Unified Contact Center".

    1. If not, start the service.

    2. If it cannot start, check if there is an error or check the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. logs.

      6.3: C:\ProgramData\Anywhere365\CoreThe Core is the contact center application of Anywhere365. It manages all the Dialogues and Dialogue related settings. The Core product can be extended with several Platform Elements.\Service\UnifiedContactCenterService\logs

      6.0: C:\Program Files\Anywhere365\Core\Logs

      5.0: C:\Program Files\UCC\Logs

  2. Check if the UCC has a Heartbeat in SCOM or Performance Monitoring

    Tip In Performance Monitoring use "Anywhere365 UCC \ Heartbeat" for all instances.

    1. If Heartbeat = 0, then check UCC logs why the UCC didn't start.

    2. If no Heartbeat (No Instance), UCC didn't start after restart. Check UCC logs why the UCC didn't start.

  3. Check if there are Active Presence Subscriptions (Agents).

    1. If Active Presence Subscriptions = 0, then check if the Agent are configured correctly and check the UCC logs for errors.

  4. (Only when using Outbound / Direct) Check if the InterceptorThe Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents. is running in Services.

    1. If not, start the service.

    2. if it cannot start, check if there is an error or check the Interceptor Logs

      Tip Interceptor logs are located: drive:\Program Files\SipInterceptor\logs

  5. (Only when using Outbound / Direct) Check if the Interceptor has a Heartbeat

    Tip In Performance Monitoring use "Anywhere365 Interceptor\ Heartbeat".

    1. If Heartbeat = 0, then check Interceptor logs why the Interceptor didn't start.

    2. If no Heartbeat (No Instance), the Interceptor didn't start after restart. Check the Interceptor logs why the Interceptor didn't start.

  6. (Only when using Outbound / Direct) Check if the Interceptor is connected to the UCC.

    Tip In Performance Monitoring use "Anywhere365 Interceptor\ Total UCCs".

    1. If Total UCC's = 0, then check if the Interceptor config is configured and the correct firewall ports between the Application Server(s) and Front End Server(s) are open.