Dialogue Cloud

On Premises

Agents

Agents are the contacts of 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. that are approached, through 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 or phone numbers, by Skype for Business, Microsoft Teams or any device / client that supports phone to speak to customers.
If Federation When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. is used contacts from other Skype for Business environments can be added.

Each Agent needs a unique SIP address or phone number. Agents are specified separately for each UCC, though it is possible to add a single Agent to multiple UCC's.

Contact center agent training video

Explanation per field

In order to manage Agents, the following field could be filled in:

Item

Description
Order

The field order represents the position of the Agent in the ordered list, which is used for the hunt methods "RoundRobin" and "Serial".
Formal

The field formal can be checked if an agent should be able to sign in and -out from the respective UCCs. This can vary for each UCC.
Agent

The field agent should contain the SIP address or phone number of the Agent.

Note

Make sure there are no spaces behind the SIP / TEL address.
Custom Hours Enabled

The field Custom Hours Enabled can be checked to define time ranges for the Agent. Within these time ranges, the Agent will be available for the UCC.
Alternative Caller Id

In this field you can enter the SIP address or phone number the agent should display when doing an outbound call

Note

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. must be configured, see: Install Interceptor

Settings "EnableOutboundInterception" (or before DC2024.01, 'UseOutboundAudioRecording) and "UseOriginalIdentityWithOutbound" must be true.

Note

Make sure there are no spaces behind the SIP / TEL address
TeamsAssignedPhoneNumber

This field will contain the Teams users phone number. This field is used for Direct Routing.

Example: tel:+31123456789
Teams UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix).

This field will contain the Teams users UPN. This field will be used for Direct Routing and Graph Presence Provider.

Example: user@domain.com

Note

Please ensure that the UPN (User Principal Name) field is always entered in lowercase. This is necessary for proper system functionality.
SubscriptionState

(Hidden from default view)

The UCC will write a message if the subscription has failed.

Note

If the subscription is restored, the message will not be removed.
RegistrarPool

(Add column)

Change the registrar pool for the agent, possible values:

  • Empty (Use autodiscovery)
  • Poolfqdn (fepool.domain.com)
  • Poolfqdn:port (fepool.domain.com:5061)

Agent Type

Skype for Business Agent

With Skype for Business Agents you can integrate (federated) Skype for Business users into your UCC. With the Skype for Business client you can use the Snapper(Learn More).

PSTN Agents

PSTN Agents allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sip:agent@example.com) in the "Agent" column. With this you can integrate mobile phones or traditional systems into your callflow.

Learn about PSTN Agents

Agent Functionality

Agents in Anywhere365 have a set of multiple functionality they can use 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. and Skype for Business client.
Furthermore Anywhere365 has addition client software available to further expand Agent functionality.

AmIReady

The Agent can view if he/she is ready for a conversations by using the "AmIReady" command

  1. The Agent selects the respective UCC.

  2. The Agent types the “AmIReady” command in the IM window.

  3. The Agent now receives a list of checks if he/she is ready

    1. Presence

    2. Device

    3. Formal

Skill Overview

The Agent can view his/her Skills by completing the following steps:

  1. The Agent selects the respective UCC.

  2. The Agent types the “Skills” command in the IM window.

  3. The Agent now receives a list of all Skill the Agent is added to.

Manage Discharge Duration

Note

You can also use the controls in the Snapper, see:Wrap-up Time

The Agent can influence his/her discharge duration by completing the following steps:

Note

Time can be used when the Agent is in or out of Discharge Time

  1. The Agent select the respective UCC

  2. The Agent types the “Time” command in the IM window.

  3. The Agent now receives his/her default Discharge Duration in seconds

Note

Timeleft can only be used when the Agent is in Discharge Time

  1. The Agent select the respective UCC

  2. The Agent types the “Timeleft” command in the IM window.

  3. The Agent now receives his/her leftover Discharge Time

Note

Time+x can only be used when the Agent is in Discharge Time

  1. The Agent select the respective UCC

  2. The Agent types the “Time+x” (where x is number of seconds) command in the IM window.

  3. The Discharge Duration is now extended with x seconds.

Note

Time=0 can only be used when the Agent is in Discharge Time

  1. The Agent select the respective UCC

  2. The Agent types the “Time=0” command in the IM window.

  3. The Discharge Duration is now terminated

Subscribe to UCC (Formal Agent)

Note

You can also use the controls in the Snapper, see: Formal change

Unlike an Informal Agent When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution., the Formal Agent A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. must sign in for a UCC. Below there is a brief explanation of the necessary steps.

  1. The Agent selects the respective UCC.

  2. The Agent types the “Start” command in the IM window.

  3. The Agent is successfully signed in at the selected UCC.

  1. The Agent selects the respective UCC.

  2. The Agent types the “Stop” command in the IM window.

  3. The Agent is successfully signed out at the selected UCC.

Manage Queue (Formal Agent)

Note

You can also use the controls in the Snapper, see: Actions (Agent and call only):

(If the phone of a colleague is ringing and the colleague is not able to take the call, it is possible to take over the call. In order to do so, the Agent should have the same Skill as its colleague.

  1. Select the UCC that is receiving the call.

  2. The Agent now types the “Take” command in the IM window.

  3. Two things might happen:

    1. The Agent doesn’t have the appropriate Skill to take the Call and nothing will happen.

    2. The Agent does have the appropriate Skill to take the Call and selects the call he would like to take over after which he/she will receive the call.

Reason Code Functionality

Note

A Corporate license or higher is required.

Note

You can also use the controls in the Snapper, see: Reason Codes

  1. The Agent selects the UCC where the Reason Code needs to be selected.

  2. The Agent types in the IM screen the commando “RC”

  3. The Agent will receive a numbered list with the available Reason Codes:

  4. The Agent types the number of the desired Reason Code

  5. The Agent now receives the notification the Reason Code is selected and the Skype for Business status of the Agent will be changed.

  1. To deselect the Reason Code the Agent only needs to change his/her status.

Recording Options

Note

AgentCanEditAudioRecording and UseAudioRecording settings need to be true

  1. The Agent selects the UCC of the active call or use IM in the active call window.


  2. The Agent types in the IM screen the command "rec stop".

Warning

Stopped recording, cannot be started again.

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "rec pause".

Note

Paused recording can be resumed.

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "rec start".

Note

Only paused recordings can be resumed again.

Conferencing Options:

Note

A Corporate license or higher is required.

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "invite: sip[sipuri]".

    Example: invite: sip:keiths@workstreampeople.com

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "mute: sip[sipuri]".

    Example: mute: sip:keiths@workstreampeople.com

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "mute".

  3. The Agent types in the IM screen the number of the contact he/she wants to mute

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "unmute: sip:[sipuri]".

    Example: unmute: sip:keiths@workstreampeople.com

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "unmute".

  3. The Agent types in the IM screen the number of the contact he/she wants to unmute

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent selects the UCC of the active call or use IM in the active call window.

  3. The Agent types in the IM screen the command "remove: sip:[sipuri]".

  1. The Agent selects the UCC of the active call or use IM in the active call window.

  2. The Agent types in the IM screen the command "remove".

  3. The Agent types in the IM screen the number of the contact he/she wants to remove

Create/Edit/Remove item

Item can be created, edited or removed.

Warning

Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.

  1. Open the list.
  2. Select the Add new item button.
  3. Enter the correct data in the window that appears.
  4. Select the Save button.
  1. Open the list.
  2. Tick the respective item.
  3. Select the “Edit Properties” button.
  4. Enter the correct data in the window that appears.
  5. Select the “Save” button.
  1. Open the list.
  2. Tick the respective item
  3. Select the “Delete Item” button.