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Interceptor

Note: An Enterprise license or higher is required to access these features.

The 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. 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. is an Anywhere365 service installed on the Skype for Business Front End servers. It monitors all the calls coming through. When it notices a call going to or coming from an Agent it will spring into action. By intercepting that call and redirecting it via an 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. it lets you manage the Direct Inbound and Outbound dialogues of the Agents.

For example for Recording, Reporting and Routing to another Agent or 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..

Features Values

Note: Some features are only available with specific licenses. These are indicated by the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for legacy licenses "basic queue" or "reception ucc")

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Agent Functionality

Call park is a feature that can be utilized via Dialogue Studio that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set, Learn More

Dialogue Intelligence

With Anywhere365 it is possible to record direct incoming end-to-end conversations (Customer to Agent) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare or Office365.

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With Anywhere365 it is possible to record end-to-end outbound conversations (Agent to Customer) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.

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Dialogue Management

Reroute calls that were directly sent to an Agent (a director for example) to influence who and who cannot call someone directly.

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Characteristics

Anywhere365 offers KPI's to support monitoring, for example in PerfMon, SCOM or other monitoring tools.

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If your Skype for Business Servers are up-to-date and a SFB Trusted Application Server is ready, with some pre-requisites to be done, the deployment only takes a few hours after which you can start the training. Start using Anywhere365 and the UCC’s right away on the day you have purchased it. Think about which Role Models you want to implement. During your onboarding time it takes a while to fully understand the features and processes. Ask Anywhere365 support or one of our Anywhere365 Partners if you need support during this time.

Anywhere365 Core and Modules will run on a Skype for Business Server.

Anywhere365 will run on any Windows server 2012 R2 or higher.

Anywhere365 runs on a virtual machine and the lowest footprint is one virtual server.

Extensions

Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a UCC and any other system. One of the most important interfaces is the one with CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. software. Once a call agent answers a call, and CRM is integrated with Anywhere365, an additional screen pops up and contains all available information of the caller. This might significantly improve the service provided to the caller.

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