Configuring UCC Endpoints
Endpoints can be used to define side insteps for SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses at any point in the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. or redirect this Call to another SIP address immediately.
An Endpoint is a setting for 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. in order to set an extra starting point for a specific SIP address.
Within Skype for Business a SIP address can be either a phone number or an e-mail address. An Endpoint is always connected to a Skill or an IVR Question.
This makes it possible to skip IVR Questions or redirect a call to a Skill directly. Furthermore, it is possible to prioritize an Endpoint, so it will skip the queue.
| Type | Description |
|---|---|
| SystemEndpoints | System Endpoints are used to manage the conference. For example, hunts, transfers, supervisors and trainer/trainee. |
| DefaultRoutingEndpoint | Default Routing Endpoint is used by the 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., it is used for the communication between the Interceptor and the UCC. |
| MainEndpoint | Main Endpoint is used for communicating with the UCC. For example, chat command, calling the welcome flow. |
| ModalityEndpoints | ModalityEndpoints can be used as side insteps or chat endpoints. Side insteps can have specific properties, like priority, always open or ignore routing. |
Required Endpoint
For the functionality of the UCC, there are a couple of necessary Endpoints:
- SystemEndpoints
- sip:[UCC_Address]001@[UCC_Domain]
- sip:[UCC_Address]002@[UCC_Domain]
- sip:[UCC_Address]003@[UCC_Domain]
- MainEndpoint
- sip:[UCC_Address]@[UCC_Domain]
- DefaultRoutingEndpoint (
- sip:[UCC_Address]_dr@[UCC_Domain]
Uses for Endpoint
- Endpoint for CallMe = Enterprise
- Endpoint for ChatHunt = Small Business
- Endpoint with modality chat = Small Business
- Endpoint to ParentQuestion = Corporate
- Endpoint to Skill (AUDIO) = Enterprise
- Endpoint to Welcome Message = Small Business
Side-insteps
Lets say a UCC has an IVR with 3 choices. If you call the MainEndpoint you will always get IVR. But with an extra ModalityEndpoint, you can directly connect to one of the options. This can be done by selecting the Skill (Enterprise) or the Parent Question when adding the endpoint.
Multiple phone numbers on one UCC
If the UCC needs multiple phone numbers / lineuris, you can add an extra ModalityEndpoint with the Parent Question "Welcome Message". If add a LineURI to that ModalityEndpoint, you have 2 or more phone numbers on one UCC.
Priority numbers
In some cases you need a hotline for the UCC, to create this just do the same as for a side-instep but also check the check box "Priority".
Always open endpoints
When you need to overrule the business hours and holidays, you can create a ModalityEndpoint with "Always Open".
Application Endpoints
ModalityEndpoint are also used for different applications of Anywhere365 like:
- CallMe
Explanation per field
In order to manage Endpoints, the following screen should be filled in:
SystemEndpoints
|
Item |
Description |
|---|---|
|
Title |
This field should contain the SIP address of the Endpoint. Note: It is an existing SIP address (or needs to be created on the Skype for Business Server).
|
DefaultRoutingEndpoint
|
Item |
Description |
|---|---|
|
Title |
This field should contain the SIP address of the Endpoint. Note: It is an existing SIP address (or needs to be created on the Skype for Business Server).
|
MainEndpoint
|
Item |
Description |
|---|---|
|
Title |
This field should contain the SIP address of the Endpoint. Note: It is an existing SIP address (or needs to be created on the Skype for Business Server).
|
|
EnableRouting |
Check if this Endpoint, should be use the Routing list. |
ModalityEndpoints
- Endpoint for CallMe = Enterprise
- Endpoint for ChatHunt = Small Business
- Endpoint with modality chat = Small Business
- Endpoint to ParentQuestion = Corporate
- Endpoint to Skill (AUDIO) = Enterprise
- Endpoint to Welcome Message = Small Business
|
Item |
Description |
|---|---|
|
Title |
This field should contain the SIP address of the Endpoint. Note: It is an existing SIP address (or needs to be created on the Skype for Business Server).
|
|
Modality |
Modality has the value “CHAT” if the Endpoint is used for Chat. |
|
Skill |
If the Endpoint needs to go directly to a skill, then a Skill can be selected here. |
|
ParentQuestion |
If the Endpoint needs to start at a specific IVR Question, then the Parent Question can be selected here. If this Parent Question contains a Skill the Call will be redirected to this Skill directly, this makes it possible to create Endpoint that directly transfers a Call to an Agent. |
|
Priority |
When an Endpoint has an important purpose, it might receive priority by ticking this field. In this case the conversation will have handled in the queue first. Tip: Priority is both available directly on a skill or on a parent question.
|
|
EnableRouting |
Check if this Endpoint, should be use the Routing list. |
|
Always on |
When an Endpoint needs to overrule the business hours and holidays, tick this field. This way is will always follow the open flow. |
Endpoint Functionality
Endpoint statuses
The presence status of an UCC Endpoint will change depending on the availability of the UCC.
|
Presence |
Description |
|---|---|
|
■ Online |
UCC Available |
|
■ Away |
Not during Business Hours During Holidays |
|
■ Offline |
UCC Offline |
Endpoint Display name
Default an Endpoint is displayed as a SIP address, but with Skype for Business it is possible to give the Endpoint a display name.
For more information about changing the display name please see Useful (Lync/SFB) Powershell command's.
Endpoint pictogram
Anywhere365 has the unique functionality to add a photo to the MainEndpoint, which will appears in the Skype for Business client.
You can alter this with the setting "Photo", Learn More
For your own custom photo, please contact Anywhere365.
Endpoint Create/Edit/Remove
Endpoints can be created, edited or removed.
Create Endpoint
-
Open the Endpoint list.
-
Select the “Add new item” button.
-
Enter the correct data in the window that appears.
-
Select the “Save” button.
Note: that the UCC needs to be restarted after adding the endpoint to activate it.
Edit Endpoint
-
Open the Endpoint list.
-
Tick the respective Endpoint.
-
Select the “Edit Properties” button.
-
Enter the correct data in the window that appears.
-
Select the “Save” button.
Remove Endpoint
-
Open the Endpoint list.
-
Tick the respective Endpoint.
-
Select the “Delete Item” button.