Dialogue Cloud

How to configure parallel hunting

Note Only for Audio to Teams

Note Not available in combination with WebAgent.

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). An 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. (Up to 4 Agent at the same time)

 

Configuration

  1. Open the Settings list on SharePoint

  2. Change the setting to HuntingMethod to Parallel

  3. (Optional) Increase the value of Maxreservations to hunt more agents (max 4)

    Note When hunting 4 agents parallel, make sure you have 4 system endpoints, Learn More