How to configure secure destinations

Introduction

When a Secure Destination, a specific telephone number or sip address, joins an Audio Dialogue, Anywhere365 will Secure the Dialogue. This can be very useful when payments are taken over the phone, or when a caller is transferred to a confidential counselor.

When a Dialogue transitions from unsecure to secure, the following will happen:

• 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. recording (if started) will be stopped.

• All participants (trainees, supervisors, and any other participants) except the caller and its destination (telephone number or sip address) will be removed from the Dialogue.

While a Dialogue is secured:

• The UCC recording cannot be started anymore.

• Supervisors are unable to listen-in on the Dialogue.

Configuration

You can configure a secure destination in the SharePoint list SecureDestinations (accessible via the site contents). It has the following fields:

• Title: Description of the secure destination

• Destination: A valid sip address (starting with sip:) or telephone number (starting with tel:)

The list will be created automatically as soon as a UCC is started, and the list is not detected by Anywhere365.

The feature is enabled automatically when one ore more secure destinations are configured, and triggers as soon as one of these secure destinations joins an Audio Dialogue.

Triggers

The following scenarios will trigger the secure destination functionality:

• When a call is transferred (both blind and consultative).

• Adding a participant using the Call Controls in the WebAgent.

• Using the Call Controls in the WebAgent to consult and transfer a call.

• After applying a Skill transfer.

• When the Dialogue is Forwarded.

Notes

• A Dialogue will only be secured once an Agent accepted the call. So if the phone number/sip address of an initial caller is configured as a secure destination, the Dialogue will not be secured.

• The secure destination feature works on UCC level. This means that if calls are forwarded between UCC's, the feature will not always be effective.

  Example 1:

  • UCC 1 has a secure destination configured.

  • A call comes in on UCC1 and the call is forwarded to UCC2.

  • An Agent of UCC2 forwards the call to a secure destination configured in UCC1.

  • In this case, the Dialogue will not be secured.

  Example 2:

  • UCC 1 has a secure destination configured.

  • A call comes in on UCC2 and the call is forwarded to UCC1.

  • An Agent of UCC1 forwards the call to the secure destination.

  • In this case, the Dialogue in UCC1 will be secure. However, the Dialogue in UCC2 is not secured.

Known Limitations

• Today, Anywhere365 is not informed when a Dialogue is Transferred in a Teams Direct Routing environment. Therefore, a Dialogue cannot be secured.

• When a Dialogue is transferred after consulting a telephone number, the destination is manipulated. As a result, there is no match between any of the configured secure destinations, and the Dialogue cannot be secured.