Interceptor User Guide

Note: Some of the following features are only available when using an Enterprise license. If you do not have an Enterprise license, contact the Project Lead or Sales person of WORKSTREAMPEOPLE.

Interception Behavior

Below a table with the expected behaviors in which 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. the dialogue will be intercepted:

		UCC 1		UCC 2
From	To	Outbound Interception	Internal Interception	Inbound Interception	Internal Interception	Inbound Before Outbound	Behavior
Agent UCC 1	External	TRUE					Agent UCC 1 outbound intercepted
Agent UCC 1	External	FALSE					No interception
External	Agent UCC 2				TRUE		Agent UCC 2 inbound intercepted
External	Agent UCC 2				FALSE		No interception
Agent UCC 1	Agent UCC 2	TRUE	TRUE	TRUE	TRUE	FALSE	Agent UCC 1 outbound intercepted
Agent UCC 1	Agent UCC 2	TRUE	TRUE	TRUE	TRUE	TRUE	Agent UCC 2 inbound intercepted
Agent UCC 1	Agent UCC 2	TRUE	TRUE	TRUE	FALSE		Agent UCC 1 outbound intercepted
Agent UCC 1	Agent UCC 2	TRUE	FALSE	TRUE	TRUE		Agent UCC 2 inbound intercepted
Agent UCC 1	Agent UCC 2	TRUE	FALSE	TRUE	FALSE		No interception
Agent UCC 1	Agent UCC 2	FALSE		TRUE	TRUE		Agent UCC 2 inbound intercepted
Agent UCC 1	Agent UCC 2	FALSE		TRUE	FALSE		No interception

Recording

Inbound recording (Customer > UCC > Agent )

Note: A Corporate license or higher is required.

For inbound recording, no 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 needed. This is a built in functionality of the Anywhere365 UCC application.

If UseAudioRecording is TRUE, then all incoming call accepted by an Agent on the UCC will be recorded.

Direct recording (Customer > Agent)

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

For on-premises Inbound (direct) recordings, the Interceptor must be installed, Learn More

After installing, the 'UseInboundAudioRecording' setting can be set to true, so that all direct calls to agents of that UCC are being recorded.

If you do not wish to record internal calls between agents (based on the sip domain) you can set the InteruserRecordingDisabled setting to true. Then only direct calls from other domains (or PSTN) will be recorded.

Outbound recording (Agent > Customer)

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

For on-premises Outbound recordings, the Interceptor must be installed, Learn More

After installing, the 'UseOutboundAudioRecording' setting can be set to true, so that all Outbound calls from agents in that UCC are being recorded.

If you do not wish to record internal calls between agents (based on the sip domain) you can set the InteruserRecordingDisabled setting to true. Then only outbound calls to other domains (or PSTN) will be recorded.

Number manipulation

Note: The setting "UseOutboundAudioRecording" must be true in the UCC where you want to manipulate the number.

Show number of Caller to Agent

Set 'UseOriginalIdentityWithInbound' setting to true.

Show number of Agent to Caller

You can manipulate the caller id of the agent with the setting "UseOriginalIdentityWithOutbound". Additionally you can use CallOnBehalf in the Snapper or AlternativeCallerId on the settings page to further manipulate the caller id. Below an overview of the combinations.

UseOriginalIdentityWithOutbound	CallOnBehalf Endpoint selected	AlternativeCallerId	Result
false	true	Not used	Show call on behalf endpoint
false	false	Not used	Show main endpoint
true	Not used	true	Show alternative caller id
true	Not used	false	Show agent caller id

When you want to use the Interceptor only for having outbound, inbound and direct calls in the reports, on the wallboard and if you want to choose which number must be shown(agent or UCC). All Interceptor settings can be applied, except the UseAudioRecording (leave it on false).

Then all traffic flows through the UCC and the numbers will be manipulated.

Inbound Direct Routing manipulation

Note: The setting "UseInboundAudioRecording" must be true in the UCC you want to reroute inbound direct calls.

The inbound recording functionality of the Interceptor can be used to change the behavior of direct calls. If UseInboundAudioRecording is set to true and the agent sip is noted on the Match To column of the Routing list, the direct call can then be rerouted to a certain Question or Skill. Depending on the regex in the Match From column the agent will never be called directly. The Match From can be anything from all calls from a certain country or region (e.g. use: \+31).

If you want all calls to be rerouted except from one origin, use the following regex:

Match From	Match To	Skill
(?s)^((?!31612345678).)*$	testuser@domain.com	TestSkill

In this example all calls to testuser@domain.com (or his LineUri) will be rerouted to the TestSkill, except calls from the number +316123456789. So this number can call the agent directly without being rerouted.