CTI Broker

The Anywhere365 CTI Broker is a server application which integrates the Anywhere365 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. and CTI services like a screen pop-up from a CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. database. The broker is a standalone application and receives events from the UCC and then translates to the CTI service. The broker can also send commands to the UCC via the Attendant Service.

The following events are supported:

• Hunting

• Connected

• Disconnected

• On Hold

• Retrieve

The following commands can be sent:

• Start (starts a 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.)

• Stop (stops a formal Agent)

• Dial (which triggers the UCC to call the Agent and then the customer)

The broker receives its events from the dashboard service and enables the CTI service to connect via a network socket.