How to configure Teams Hunter
Note Requires Anywhere365 Dialogue Cloud for Teams Licensing (Cloud OPEX Licenses)
Cannot be used in combination with an Onpremise LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. / Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. and Anywhere365 implementation.
When a call is offered to a FederatedWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. Teams Agent, the transferred-by header is not visible in the toastA toast is a Skype for Business instant message notification the user receives on his desktop.. Therefore it is not clear whether the call is a direct / personal call, or a call offered through Anywhere365.
Also Teams is unable to show a subject (at time of writing this article).
We therefore introduced a new setting UseTeamsHunter (boolean). What this setting does is the following
It always sets the Transferred-By header with the identity of the uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. (so it is clear the call is coming from a ucc)
It impersonates the invite as the incoming participant (Customer)
It declines the following settings
UseOriginalIdentityWithOutbound AlternativeCallerId (Agent)
We also introduced another setting TeamsAnonymousImpersonateUri (sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. uri) Teams is unable to transfer calls if the remote participants identity is anonymous.
Using this setting the identity is overwritten with the contents of TeamsAnonymousImpersonateUri if the remote participant is anonymous, a Teams client is then able to transfer the call.
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