How to change number with Outbound Calls

In the following scenario we will show you how to manipulate the agent number / lineuri with an Outbound Call.

The scenario can be useful when you when you want to use a different number when calling a customer or still want to use your own number but still want the recording.

Requirements

• A default configured 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., with Agents

• One of the following:

  (For Skype for Business on premises only) Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. installed and configured, Learn More

  Snapper installed and configured for DCI, Learn More

  WebAgent configured for DCI, Learn More

• (Optional) Have the Snapper installed and configured, Learn More

Interceptor scenarios

The following scenarios are for the Interceptor.

Scenario 1: Configure Agent number to Customer

1. First make sure the agent is setup as agent

2. Next add the following setting:
   UseOutboundAudioRecording - Value = True
   This will make sure that all outbound call from the Agent go over the UCC

3. Next add another setting:
   UseOriginalIdentityWithOutbound - Value = True
   This will make sure the UCC will use the identity (lineuri) of the Agent.

Scenario 2: Configure UCC number to Customer

1. First make sure the agent is setup as agent

2. Next add the following setting:
   UseOutboundAudioRecording - Value = True
   This will make sure that all outbound call from the Agent go over the UCC

3. Next add another setting:
   UseOriginalIdentityWithOutbound - Value = False
   This will make sure the UCC will use the identity (lineuri) of the UCC.

Scenario 2 Alternative: Choose between numbers (Call on Behalf)

1. First make sure the agent is setup as agent

2. Next add the following setting:
   UseOutboundAudioRecording - Value = True
   This will make sure that all outbound call from the Agent go over the UCC

3. Next add another setting:
   UseOriginalIdentityWithOutbound - Value = False
   This will make sure the UCC will use the identity (lineuri) of the UCC.

4. Start the Snapper and use the Call on Behalf dropdown to switch between numbers.

   1. You can either use more UCC's or more Endpoints.