Dialogue Cloud

Custom Sessions plugin for Core

Note: Please note that this plugin can only be utilized for Anywhere365 related products.

The Custom Sessions plugin allows external applications to create session 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.. This allows for applications to use the rich functionality of the Core.

Warning: Please note that the Custom Session plugin has been replaced by the API plugin and EventForwarder plugin since bundle DC2023.04. To remove any unused settings, please refer to Uninstall Custom Sessions plugin for instructions.