Dialogue Cloud

An Endpoint is a setting for 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. in order to set an extra starting point for a specific SIP address.
Within Skype for Business a SIP address can be either a phone number or an e-mail address. An Endpoint is always connected to a Skill or an IVR Question.

This makes it possible to skip IVR Questions or redirect a call to a Skill directly. Furthermore, it is possible to prioritize an Endpoint, so it will skip the queue.

Type Description
SystemEndpoints System Endpoints are used to manage the conference. For example, hunts, transfers, supervisors and trainer/trainee.
DefaultRoutingEndpoint Default Routing Endpoint is used by the Interceptor The Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents., it is used for the communication between the Interceptor and the UCC.
MainEndpoint Main Endpoint is used for communicating with the UCC. For example, chat command, calling the welcome flow.
ModalityEndpoints ModalityEndpoints can be used as side insteps or chat endpoints. Side insteps can have specific properties, like priority, always open or ignore routing.

Required Endpoint

For the functionality of the UCC, there are a couple of necessary Endpoints:

  • SystemEndpoints
    • sip:[UCC_Address]001@[UCC_Domain]
    • sip:[UCC_Address]002@[UCC_Domain]
    • sip:[UCC_Address]003@[UCC_Domain]
  • MainEndpoint
    • sip:[UCC_Address]@[UCC_Domain]
  • DefaultRoutingEndpoint (Inbound Routing only)
    • sip:[UCC_Address]_dr@[UCC_Domain]
Warning: Do not remove or edit these endpoints.

Uses for Endpoint

Side-insteps

Lets say a UCC has an IVR with 3 choices. If you call the MainEndpoint you will always get IVR. But with an extra ModalityEndpoint, you can directly connect to one of the options. This can be done by selecting the Skill (Enterprise) or the Parent Question when adding the endpoint.

Multiple phone numbers on one UCC

If the UCC needs multiple phone numbers / lineuris, you can add an extra ModalityEndpoint with the Parent Question "Welcome Message". If add a LineURI to that ModalityEndpoint, you have 2 or more phone numbers on one UCC.

Priority numbers

In some cases you need a hotline for the UCC, to create this just do the same as for a side-instep but also check the check box "Priority".

 Tip: Priority is both available directly on a skill or on a parent question.

Always open endpoints

When you need to overrule the business hours and holidays, you can create a ModalityEndpoint with "Always Open".

Explanation per field

In order to manage Endpoints, the following screen should be filled in:

SystemEndpoints

Item

Description

Title

This field should contain the SIP address of the Endpoint.

DefaultRoutingEndpoint

Note: An Enterprise license or higher is required to access these features.

Item

Description

Title

This field should contain the SIP address of the Endpoint.

MainEndpoint

Item

Description

Title

This field should contain the SIP address of the Endpoint.

EnableRouting

Check if this Endpoint, should be use the Routing list.

ModalityEndpoints

Item

Description

Title

This field should contain the SIP address of the Endpoint.

Skill

If the Endpoint needs to go directly to a skill, then a Skill can be selected here.

ParentQuestion

If the Endpoint needs to start at a specific IVR Question, then the Parent Question can be selected here. If this Parent Question contains a Skill the Call will be redirected to this Skill directly, this makes it possible to create Endpoint that directly transfers a Call to an Agent.

Priority

When an Endpoint has an important purpose, it might receive priority by ticking this field. In this case the conversation will have handled in the queue first.

 Tip: Priority is both available directly on a skill or on a parent question.

EnableRouting

Check if this Endpoint, should be use the Routing list.

Always on

When an Endpoint needs to overrule the business hours and holidays, tick this field. This way is will always follow the open flow.