Note Additional Anywhere365 BRIDG license needed.
Note Enterprise license and higher
The Bridg app enables you to receive UCC calls including CRM information on your cellphone. This enables the Agent to: see the customer details, browse through case information, transfer the call to other Agents or skill groups and finally classify the call for reporting purposes. It is available on both iPhone and Android.
This makes the app ideal for all your mobile employees: Sales and Account managers, Customer Trusted Advisors, Bank and Financial Advisors who receive customer calls while being on the road. It also allows Contact Center supervisors to add additional Agents during peak hours.
Bridg and the UCC
The Bridg service pushes a notification about an UCCs incoming call to a Bridg app user using the phone number of the device. This can be configured in two ways:
- Configure a Forward skill with a phone number, the notification will be send directly.
- Set up the Skype for Business/LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. client to forward calls to your mobile phone, the notification will be sent to the device after the user has picked up the phone.
Next to notification the apps allows transfers to another skill, including all (non-chat) skills other than Forward skills. Please read the Skills to set up various skills.
The Bridge service can be linked to multiple UCCs. As skills, Agents and classification codes are all known by the system, the push notification will contain just the skills, Agents and Classification codes valid for that call.
Note: Some features are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception ucc)
PSTN Agents are a new feature in 6.3 that allow you to use a lineURI (e.g., tel:+31612345678) instead of a sipURI as the primary contact for agents (e.g., sip:firstname.lastname@example.org).
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 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.