GoLive! Online Manual
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CallMe |
Note Enterprise license or higher.
Introduction
You can now add a button to your website. When somebody clicks that button, they can put their number or Skype address in. The UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. will then directly and automatically call the website visitor on the number (or SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address) of the device he appointed and at the same time hunt for an agent with the proper skill and dials the caller to connect the two parties. All other functionality, such as reporting and call recording are still available.
Features Values
Note: Some features require 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)
Workgroup
Small Business
Corporate
Enterprise
Enterprise Plus
Dialogue Intelligence
Inbound Call Recording
With Anywhere365 it is possible to record end-to-end conversations (Customer to Contact Center) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
Dialogue Management
Availability Check
The routing of the UCC can be based on the presence of the Agents. By adding an Availability Skill the customer can be rerouted to a new location if no agents are available.
Routing
Anywhere365 supports a Routing table in the SharePoint settings. With this table it is possible to regulate, based on a regular expression the number(s) to a specific skill. With this feature you are able to route specific numbers or number plans to specific skills. This feature can be used together with a SharePoint workflow, or an Anywhere365 Timer Job, to schedule a specific situation when specific routing can work. Example: If you expect a customer to call, you would like to route that customer only, based on LineURI of SIP address to a VIP skill. Routing can be managed in the Routing library.
In each line in the Routing a Match criteria can be set, following the order the Match lines will be used. When there is a match, the address will be forwarded to either the Skill or the Parent Question. When forwarded to a Skill the caller will directly enter the queue. When forward is to a Parent Question, the customer will enter the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. at that point. Since the Skill can be a forward skill too, Anywhere365 is able to redirect a call from a specific number directly to another outbound number like mobile, SIP or PSTN.
Dialogue Providers
Automatical Call Distributor
There are different strategies to connect a caller to a call agent automatically (so called automatic call distributor (ACDACD stands for Automatic Call Distributor (also known as automated call distribution system) and is a device or system that redirects incoming calls to Agents.) strategies). With Anywhere365 it is possible to choose your own ACD strategy.
(1) Longest Idle - Agent that is idle for the longest period.
(2) Longest Available - Agent that is available for the longest period.
(3) Round Robin - Agent that accepted the least calls.
(4) Serial - Agent based on an ordered list.
(5) Least Calls - Agent that has handled the least calls today.
(6) Least Occupied - Agent that has the lowest handle time.
(6) Parallel - All Agents
(7) Last Agent - Last Agent that had a call with the customer.
(8) Forward to Mobile - Redirect the conversation using the Routing Settings
(9) Countdown - Expand the group based on Skill score and time
(10) Availability - Route the conversation based on Agent availability.
Presence Based Routing
Because Anywhere365 is combined with the 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. and Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. presence status of call agents is available. This makes it possible to optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers.
Extensions
Automatic Lead Creation
The Extension Window can automatically create new lead in CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. based on the information which is available.
Standard CRM connector in Extension Window
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.