On Premises

Bot Manager

Note: This feature is only available to Enterprise Plus License users.

​​​​​​Introduction of Bot Framework

Bot Framework is an API which supports multiple instant messaging channels (like Facebook, Telegram, Skype, Skype for Business, etc.). This API has one simple interface for all these channels. The message flow is as follows:

The more channels Microsoft adds to Bot Framework, the more channels the 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. will support out of the box.