How to configure parallel hunting
A note on Parallel hunting:
Besides the fact that parallel hunting is technically hard to achieve in a softphone based VoIP world (where call delivery and setup times to different endpoints can vary by several seconds), Anywhere365 is developed as a Dialogue Management tool, meaning Anywhere365 should be the decision maker for routing a call to the best fit agent (or audio message) at that time. Parallel hunting should only be considered if no alternative exists.
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Parallel hunting will interfere with Anywhere365's logic if the decision making of picking a call is left up to the agents themselves, effectively by-passing the strategy of Anywhere365.
The use of Parallel hunting should be considered only as an ultimate solution for very specific scenario's. It is considered a routing mechanism from the past, pre-dating the times of softphones and VoIP, with variables like agent-login/logout and Presence states (available, busy, away, offline) upon which Anywhere365 bases its routing strategies.
Introduction
A customer calls 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. and multiple Agents are available. If the strategy to select an Agent is “Parallel” Anywhere365 will call all Agents at the same time. (Maximum of 4 Agents at the same time, plus additional endpoint installation required).
Configuration
- Open the Settings list on SharePoint
- Change the setting to HuntingMethod to Parallel
- (Optional) Increase the value of MaxReservations to hunt more agents (max 4, which also requires a minimum of 4 SystemEndpoints to be installed and configured on the UCC)