How to configure Hunt BlockList Feature

Note: A Corporate license or higher is required.

Sometimes an Agent may seem available for hunting by Anywhere365, but certain conditions outside of control of Anywhere365 or the Agent may require the Agent to be temporarily excluded (blocked) from being hunted.
Conditional blocking of hunting Agents can be controlled by configuring the BlockList feature. This allows you to influence the "live" list of agents being hunted depending on various conditions such as: agent presence, hunt error and/or timeouts.

Description

Add to BlockList

There are several conditions that can be configured to have an Agent automatically added to the BlockList.

These are described below under the BlockAgentTriggers setting.

Remove from BlockList

There are also several options to be automatically removed again from the BlockList:

Anywhere365 needs to detect an Agent's presence change to a presence state eligible for hunting the Agent again (for example, Agent was on BlockList, Agent starts a new phone call, hence goes to busy, is thereby removed from BlockList. after the phone call ends the Agent's presence returns to available and is then eligible for hunting again)
For certain conditions an agent can be removed from the list after a timeout, described below under the UnblockAgentTimeout setting.

Settings

Add below settings to the Settings list in your SharePoint 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. page.

Name	Description
BlockAgentTriggers	The setting 'BlockAgentTriggers' is a comma-separated setting on SharePoint that will be validated with a regex. It will indicate under which conditions the Agent will be added to the BlockList. The options for this setting are: None = default value HuntTimeout = Agents will be added to the blockList if hunt is canceled due to a timeout Agent can be removed from blocklist by presence change or timeout Decline = Agents will be added to the blockList if hunt is canceled due to agent declining the hunt Agent can be removed from blocklist by presence change or timeout UmVoicemail UMvoicemail refers to Unified Messaging Voicemail. The Microsoft provisioned voicemail service tied to a Teams user account in Microsoft 365. Not to be confused with the Anywhere365 voicemail routing as a skill or escape in an IVR flow. = Agents will be added to the blockList if hunt is canceled due to forwarding to UM Voicemail Agent can be removed from blocklist by presence change or timeout TempUnavailable Agents will be added to the BlockList if hunt is canceled due to TempUnavailable (480) (typically due to network issues) Agent can be removed from BlockList only by presence change
UnblockAgentTimeout	The setting 'UnblockAgentTimeout' indicates (in seconds) how long the Agent will be on the BlockList for the conditions 'HuntTimeout', 'Decline', and 'UmVoicemail'. Default value is 0 seconds. If the value is 0 seconds, the Agent will only be removed from the BlockList when a presence change is detected (similar to DoNotDisturb and TempUnavailable). If the value is greater than 0 seconds, the Agent will be removed from the blocklist with a presence change or when the timeout is counted down, whatever happens first.

Name

Description

BlockAgentTriggers

The setting 'BlockAgentTriggers' is a comma-separated setting on SharePoint that will be validated with a regex. It will indicate under which conditions the Agent will be added to the BlockList. The options for this setting are:

None = default value
HuntTimeout = Agents will be added to the blockList if hunt is canceled due to a timeout
- Agent can be removed from blocklist by presence change or timeout
Decline = Agents will be added to the blockList if hunt is canceled due to agent declining the hunt
- Agent can be removed from blocklist by presence change or timeout
UmVoicemail UMvoicemail refers to Unified Messaging Voicemail. The Microsoft provisioned voicemail service tied to a Teams user account in Microsoft 365. Not to be confused with the Anywhere365 voicemail routing as a skill or escape in an IVR flow. = Agents will be added to the blockList if hunt is canceled due to forwarding to UM Voicemail
- Agent can be removed from blocklist by presence change or timeout
TempUnavailable Agents will be added to the BlockList if hunt is canceled due to TempUnavailable (480) (typically due to network issues)
- Agent can be removed from BlockList only by presence change

UnblockAgentTimeout

The setting 'UnblockAgentTimeout' indicates (in seconds) how long the Agent will be on the BlockList for the conditions 'HuntTimeout', 'Decline', and 'UmVoicemail'.

Default value is 0 seconds.

If the value is 0 seconds, the Agent will only be removed from the BlockList when a presence change is detected (similar to DoNotDisturb and TempUnavailable). If the value is greater than 0 seconds, the Agent will be removed from the blocklist with a presence change or when the timeout is counted down, whatever happens first.