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 centre 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: Only used for Skype for Business Onpremises

Settings "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.

Example: tel:+31123456789

Note: Only used for Direct Routing.

Teams UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 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.

Example: user@domain.com

Note: Only used for Direct Routing.

SubscriptionState

(Hidden from default view)

The UCC will write a message if the subscription fails 3 times.

Note: If column is filled the UCC will handle the user as 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 Inflight 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

Skill Overview

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

Manage Discharge Duration

Note: A Workgroup license or higher is required for access to this feature.
Note: You can also use the controls in the Inflight Snapper, Learn More

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

Subscribe to UCC (Formal Agent)

Note: You can also use the controls in the Inflight Snapper, Learn More

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.

Manage Queue (Formal Agent)

Note: You can also use the controls in the Inflight Snapper, Learn More

Reason Code Functionality

Note: A Corporate license or higher is required.
Note: You can also use the controls in the Inflight Snapper, Learn More

Recording Options

Note: "AgentCanEditAudioRecording" and "UseAudioRecording" settings need to be true

Conferencing Options:

Note: A Corporate license or higher is required.

 

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.