- Add 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 "EnableOutboundDialer" in the Settings list with value "True" or "False" depending on whether the Dialer needs to run immediately or at a later moment.
- The UCC Setting "OutboundDialerDeclineRetry" can be used to specified the number of retries
- The UCC Setting "OutboundDialerDeclineRetryTime" can be used to specify the number of minutes between retries
- The UCC Setting "StartOutboundDialerOnStartup" can be set to "True" to automatically start the Dialer engine during startup of the UCC.
Note: Step 4. 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 campaign dialer to call to customers.
In PowerShell you could use the command
grant-csvoicepolicy–identity sip:firstname.lastname@example.org –policyname “Example policy”
Note: If used as an automated Callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours. list, verify the following UCC settings to enable the correct dial formats for entered or recognized customer callback numbers:
Activating the Dialer to start processing Dialerlist entries can be done by changing the UCC Setting "EnableOutboundDialer" to "True". For stopping the Dialer, change the setting to "False".
With a Skype for Business client the dialer can also be activated by a supervisor (user role) by sending the command "startdialer" to the UCC as Instant Message (IM). Use "stopdialer" to de-activate the dialer.
Optional Dialer Settings
For the Campaign Dialer additional settings are available to tweak the system. More information can be found here.