FAQ - Attendant Console for Dialogue Cloud
You will find the answers to the questions most frequently posed by Attendant Console for Dialogue Cloud users.
Sales and Licensing Issues
Question: How can I request a 30-day trial license?
Answer: Contact your partner or contact us by email at sales@anywhere365.net
Question: How can I convert a 30 day trial license to a paid subscription?
Answer: This can easily be done via your sales representative (sales@anywhere365.net) or our back office (backoffice@anywhere365.net). . All your configuration information will remain intact and be automatically transferred.
Question: What are the license requirements?
Answer: You will need a license for the Dialogue Cloud environment as well as for each operator. The Attendant Console for Dialogue Cloud uses the Online/SSO "named" authentication scheme.
Deployment and Configuration
Question: What user authorization level is needed to give application consent?
Answer: Only a user with global administrative permissions can give the required consent. This gives delegated API permissions for reading tenant information like presence, or contact lists.
Question: What do I have to configure on the UCC to use the Attendant Console?
Answer: No specific configuration is necessary. The operator simply uses the Attendant Console like a WebAgent. If the operator is an agent defined on a user as part of a direct routing queue call distribution, he will then get calls directly in the Attendant Console interface.
Note
Informal Agents When you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. (as configured in 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.), will be automatically included in the Attendant Console for Dialogue Cloud queues.
Formal Agents 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., however, are not automatically included and must select the UCC in the Joined section.
Question: Why am I not able to make a call using a standard E.164 formatted phone number?
Answer: This requires setting a DCI Skills UCC option in the Attendant Console > Preferences > Conversation tab.
User interaction Issues
Question: When I try to transfer a queued call from the Attendant Console to a teams user, it fails.
Answer: Check to see whether the Teams user has the appropriate license. The Attendant Console for Dialogue Cloud (like the webagent) is only allowed to transfer queue calls to either an Enterprise Voice User or an external E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) formatted phone number.
Question: Can an operator monitor queues he/she is not part of the distribution?
Answer: Yes. You can select queues to monitor from the Attendant Console > Preferences > Queue tab
Question: Can you share contact notes with another operator?
Answer: Notes and Group contacts are shared at the tenant level but personal contacts are accessible only to the operator that created them. Personal and/or group contacts access can be managed as user privileges using the administration portal.
Question: When I sign-out from Attendant Console I still get calls on my Teams client?
Answer: Signing out of the Attendant Console application does not sign you out of your Teams account/client, so your presence state and UCC (or rather Joined Queue) still recognize you as available for a call. To stop receiving calls from the queue you may need to un-join the queue. You can select queues to join and un-join from the Attendant Console > Preferences > Queue tab.
Security Questions
Question: What information and data are stored on Anywhere365's servers?
Answer: The compliance guide (available as a PDF here) describes which data is stored by Anywhere365. It is possible to prevent certain types of data from being stored there by configuring this here: Admin Portal > User privileges.
Question: Which security guaranties are provided?
Answer: Attendant Console for Dialogue Cloud follows the same security policies as the Dialogue Cloud (ISO 27002 certified).