On Premises

Installing the Autonomous Dialer

Note: An Enterprise license or higher is required to access these features.

Prerequisite

  • SharePoint Template must be at least 5.2

 

Installation

  1. Add setting "EnableAutonomousDialer" to Settings list with value "True".

  2. UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. setting "OutboundDialerDeclineRetry" can be used to specified the number of retries

  3. UCC setting "OutboundDialerDeclineRetryTime" can be used to specify the number of minutes between retries

  4. UCC setting "MaxDialerSessions" sets the maximum number of sessions at the same time. Zero means no limit (default is 0)

  5. (Optional) The UCC setting "StartAutonomousDialerOnStartup" can be set to true to automatically start during startup. (Instead of Supervisor command)

Note: Step5. requires a restart of the UCC service to activate. Plan this setting ahead of time in a maintenance window to avoid unnecessary downtime of your UCC's.

Assigning voice policies

To allow the main endpoint to call numbers or sip-addresses outside the UCC, the correct voice policies should be assigned. Policies could be viewed and adapted in the Lync Microsoft 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. or Skype for Business server.

If you use policies which limit users to start a conference or make a call to the external numbers you probably should assign the policy to the endpoints to allow the autonomous dialer to call to customers.

In PowerShell you could use the command

grant-csvoicepolicy–identity sip:ucc_name@domain.com –policyname “Example policy”