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Configure Direct Call Interceptor (DCI) for Snapper

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

The DCI (Direct Call 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.) offers the functionality of the Interceptor to customers who are federated When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. or in a hosted solution. It lets Anywhere365 handle your outbound dialogue, using the Dialpad in the Snapper.

Before you can use the DCI feature in the Snapper, you need to setup the Agent for DCI. This is done so only pre-configured agents can make use of this feature.

To configure Direct Call Interceptor (DCI)

Before Bundle DC2023.03

  1. A default Skill with the title "DCISkill" needs to be added to 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., Learn More
  2. User needs to be configured as Agent in UCC, Learn More
  3. Agent needs to be assign to the "DCISkill" Skill, Learn More
  4. (Optional) Add setting "EnableDtmfInDirectDialerSession" to settings list for DTMF tones to be send to the contact.

After Bundle DC2023.03

  1. The setting UseOutboundCalling needs to be added to the UCC general settings. All agents are now eligible for calling from the UCC.
  2. (Optional) Add setting "EnableDtmfInDirectDialerSession" to settings list for DTMF tones to be send to the contact.