The Core is the control center of Anywhere365. It manages all the Dialogues and Dialogue related settings. From Agents and skills to setting business hours, from call classifications to IVR Interactive 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. patterns, it is all managed by the Core. In essence it is a service that controls incoming calls from the moment the Caller dials-in to the moment he/she disconnects. This chapter like all other chapters in this manual is split into topics ordered into categories. The user guide contains all topics how to manage individual call-flow elements. The installation and update manuals guide you through the software installation itself. Additional information is provided on special installations. When you use Anywhere365 for the first time don't forget to check out the basic scenarios to get you started.
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)
Call park is a feature that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set.
Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time needed after a call to finalize the administration. During this time call agents will not be hunted for new calls, though it's presence status will be available.
Anywhere365 is entirely based on Microsoft Ecosystem . Once an Agent signs in, he/she is available to receive calls, regardless of its workplace or device.
Anywhere365 supports both mobile phones (PSTN Agents - Enterprise). With this feature you can fully integrate mobile users into your contact center.
There are different strategies to connect a caller to a call agent automatically (so called automatic call distributor (ACD ACD 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.
The integration between Anywhere365 and
One of the major advantages of Anywhere365 is Skill Based Hunting. This makes it possible to select call agents based on their skills. This means that customers will be connected to only those call agents that are actually able to help them. This way of hunting is used for Voice, Chat and WebChat.
Start a chat from a website. Chat functionality is one of the most widely used features of standard
Anywhere365 distinguishes two different contact center agents: (1) 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. and (2) 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.. An informal agent is connected to the UCC once he/she is signed in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by using the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.
Dialogue Cloud: Learn More
Within Anywhere365 it is possible to create groups that consist of multiple Agents with a similar Skill. Based on the presence status of the individual, a group presence status is created. Furthermore Anywhere365 has the unique ability to give the group a name and add a photo.
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).
With Reason Codes Supervisors have more insight on their Agents presence than with the default
With classification you can tag the call during the session, so the manager is able to get more information about each category of call classifications.
To add extra security to a private UCC, it is possible to enter a pin code before connecting. By adding the setting "PinCode" to the Settings list, the caller will be asked to enter the set of numbers before continuing after the Welcome Message. [For example 1234] Anywhere365 will ask the caller for a pin code, and only if the pin code is entered correctly, the caller can proceed with Interactive Voice Response.
Anywhere365 uses SharePoint On-premises or SharePoint Online as its configuration panel in order to manage one or more UCCs. In this way it's possible to make changes to your UCC at any time, without the need for technological skills. And because it is real-time there is no downtime while improving your UCC. You can add call agents, change the status of the UCC, and optimize the IVR and its texts while staying available for customers. Furthermore, both SharePoint on-premises as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.
Within the new UCC settings it is possible to set the Time Zone of a specific UCC. So that on one platform with different UCC, running in different areas in the world, but with one server clock time, the UCC is able to correct its own time. A very useful feature for situations like Business Hours, Holidays and Reporting.
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.
With Anywhere365 it is possible to record direct incoming end-to-end conversations (Customer to Agent) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare or Office365.
With Anywhere365 it is possible to record end-to-end outbound conversations (Agent to Customer) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
In Anywhere365 it is the possibility to aggregate the Recordings. This creates a sub folder for each Agent Recordings. By giving the Agent access to their sub folder, they can listen and learn from their own conversation. The Supervisor can have access to all sub folders and can easily find back the right recording.
Supervisors of a UCC have the opportunity to generate a list of current calls and monitor them, intervene, whisper to an agent, talk as a conference, take over the call and give back the call to an agent. With reporting from a compliance point of view, all supervisor actions can be made visible in the dialogue timeline.
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.
Business hours are the configurable times, which set the availability of the UCC. With the Anywhere365 platform, it is possible to set the Business hours of each separate UCC. Outside business hours an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voicemail. One day can have multiple Business Hours, for example the morning from 08:00 to 12:00 and the afternoon from 13:00 to 17:00. If the UCC is closed one day, the business hours can be edited, but it is easier to use Holidays instead.
With the Skill Countdown feature value of Anywhere365 it is possible to lower the skill value of those Agents, which are present during a short period of time in seconds measured. During that time period the skill value will go from 100% to 1% in steps of the average time period. After the countdown the call can be automatically transferred to another skill, the same skill, or to reach voicemail.
Interactive Voice Response (IVR) allows customers to interact with a host system, after which they can service their own inquiries or will be redirected to a call agent by following the IVR dialogue. Traditionally input is required via the telephone keypad, modern Voice User Interfaces rely on speech recognition, both of which are supported. All texts within the IVR will be loaded dynamically and can be managed real-time by means of text-to-speech and/or audio files. Scripts build according to conversational design principles can be easily created.
Adding a jukebox to the queue or hold to make the waiting time for the customers as pleasant as possible. With the jukebox feature you can add your own announcements and music.
Available even when the person is busy or offline. This feature makes it possible for a person signed in to a UCC to be available in certain cases, even when the presence is busy or offline. Think about a Role Model for medical support, with every person with a First Aid (EHBO) certificate into a UCC. When a call comes in out of context of First Aid, the person in a call, will be hunted and get the
To improve the quality of the contact center, it is possible to add Quality Monitoring to the Call flow. This way customers can give feedback on the received service.
Anywhere365 offers different escape actions while the contact is waiting in the queue. For example the contact can switch queue or leave a voicemail.
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 IVR 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.
A Side instep to IVR makes it possible to skip IVR-steps and fulfill customer needs even faster.
A Side instep to Queue makes it possible to skip IVR-steps and fulfill customer needs even faster. Besides that it is possible to define contacts that will skip the entire IVR (and its associated queue) and will be redirected to the first available call agent.
In case the UCC is closed or the queue is too long to serve new customers, it is possible for them to leave a voice mail and send these voice mails to SharePoint automatically. This makes it possible to playback voice mails and serve customers at a later stage.
Integrate Azure Services with Anywhere365 to enable features as Realtime Translation, Mood Recognition, Live Transcription and much more.