On Premises

Supervisor Role

Note: A Corporate license or higher is required.

A Supervisor is able to listen along an active conversation. The Supervisor functionality of Anywhere365 might be useful to train new co-workers, review conversations, or providing support during audio calls.

In order to provide a user 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. Supervisor rights, its 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. address and Phone URI should be added to the Supervisor list.

 

Depending on the client platform used, Supervisor can join audio calls using:

  • Chat commands (only works for Skype for Business client)

    or

  • Snapper application, Learn More

  • WebAgent application, Learn More

    Note: Introduced in DC2023.02
    Note: It's important to note that only inbound audio dialogues between customers and agents can be listened to, and dialogues in Delight Consult, Consult, or already being supervised by another supervisor cannot be joined.

For more information on supervisor scenarios Learn More

Explanation per field

In order to manage Supervisors, the following screen should be filled in:

Item Description
Supervisor This field represents the SIP address of the Supervisor.
Note: Make sure there are no spaces behind the SIP address
PhoneURI This field represents the Phone URI of the Supervisor.
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). If the sip address of the supervisor isn’t equal to the Supervisors IM address or UPN.
Set the value of this field equal to the supervisor’s Office 365 account UPN. Mostly this will be the supervisor’s e-mail address.
Note: Only used when using the Anywhere365 InDialogue App from Teams App Store

Supervisor mode audio paths

Below the scenario for a Supervisor is presented.

Skype for Business - Supervisor Functionality

Deactivate Formal Agents

Listen to a Call

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

During the listen in.

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

Manage Dialer

Campaign Dialer

Autonomous Dialer

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.