On Premises

SharePoint Template - An Overview

The SharePoint Template is used to manage Anywhere365 directly via a SharePoint server or SharePoint Online.

The benefits of using our SharePoint Template to manage the Unified Contact Center are:

  • Ease of access, the settings page can be accessed from a internet browser, anytime, anywhere.
  • Simple, Familiar & Consistent User Experience
  • Settings version management, Learn More
  • Delete protection, Learn More
  • Microsoft Power Apps support, Learn More
  • Easy to grant permission and rights of groups and/or individual users
  • Information management policy settings

Overview

Each 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). An 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. gets its own SharePoint site, in here user access permission can be set on different levels (Site, List or Item). This allows flexibility and the option to give operational management to specific end users.

Dependency

Because the SharePoint Template is mainly used for periodically submitting changes and optionally writing back audio-recordings (voicemails or dialogue recordings), there is no dependency on constant availability of SharePoint for the UCC. The Anywhere365 Core application uses local cached files, collected periodically, for optimized operation. In other words, once the UCC is up and running, SharePoint can be unavailable without the UCC stopping. Of course, pushing changes to the configuration of a UCC or writing back audio-recordings is not possible at that time. Once connection is re-established all cached files will be synchronized.

Available Platforms

The SharePoint Template is available for:

  • SharePoint Server (Foundation and Server Edition)

    • 2013

    • 2016

    • 2019

  • Azure Server

  • SharePoint Online (from Microsoft 365)

 

Feature 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

 

Characteristics

Dialogue Intelligence

Dialogue Management