Dialogue Cloud

On Premises

UCC General Settings

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. settings are used for configuring a single 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..

With the Anywhere365 platform it is possible to configure the settings for a single UCC. Each setting will be listed below.

Note

Some features are only available with specific licenses. These are indicated by the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for legacy licenses "basic queue" or "reception ucc")

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

CDR

The connection to the SQL Server database where the data is stored for the reports.

Default: Data Source=localhost\UCCSQL;Initial Catalog=UCC;Integrated Security=True

Note

When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &

Tip

You can also connect to servers outside the domain, for example Azure. See: Connecting to Azure SQL

Example: Server=tcp:server.database.windows.net;Initial Catalog=UCC;User ID=username;Password=password

Note

When changing the value, a restart of the UCC is required to take effect.

Enable the writing of Agent Presence in the Database:

TRUE = Write Agent Presence in the Database.

FALSE = Don't write Agent Presence in the Database.

Default: TRUE

Enable the writing of Call Detail Recordings in the Database:

TRUE = Call details will be collected.

FALSE = Call details will not be collected.

Call details are necessary for generating reports and loading information in the Extension Window.

Default: TRUE

Enable the writing of records to the Call Summary list on SharePoint, see: Call Summary

TRUE = Call details will be written to SharePoint in "Call Summary" and "Missed Calls Today".

FALSE = Call details will not be written to SharePoint.

Useful when using Power Automate, for more information see: Using Microsoft Power Automate with Anywhere365

Default: FALSE

Config

The language in which the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions are spoken when using Text-To-Speech.

Possible languages: CultureInfo Class (System.Globalization) | Microsoft Learn

Default: en-US

Enables or disables the option to send DTMF tones to the callee with a Direct Dialer conversation. Useful when the agent calls a system which used DTMF for navigation.

TRUE = Send Agent DTMF to Customer in Direct Dialer Session.

FALSE = Don’t send Agent DTMF to Customer.

Default: FALSE

Enables or disables the option to send DTMF tones to the caller. Useful when operating a remote gate.

TRUE = Send Agent DTMF to Customer.

FALSE = Don’t send Agent DTMF to Customer.

Default: FALSE

Toggle to force a UCC to close. Useful to be used in Power Automate scenarios, see: Using Microsoft Power Automate with Anywhere365

TRUE = UCC is closed (overwrites AlwaysOpen Endpoints).

FALSE = UCC opens and closed based on the Business Hours and Holidays.

Default: FALSE

The number of Agent that are reserved for a Call. This setting is also used for parallel hunting.

Note

Agents will be released when the Call is accepted / canceled

Default: 2

Maximum: 4

Using this setting the identity is overwritten with the contents of TeamsAnonymousImpersonateUri if the remote participant is anonymous, a Microsoft Teams client is then able to transfer the call, see: How to configure Teams Hunter

TRUE = Contact card of the Caller is shown, contact information of the Caller is shown in the header during hunt and forward.

FALSE = Contact card of the UCC is shown.

Default: FALSE

TRUE = Enable UCC to send information for Azure Speech to text service.

FALSE = Don't use Azure transcript service.

Default: FALSE

Flow

DialTone = Play a DialTone during Forward.

Playlist = Play the QueuePlaylist during Forward.

Queue = Play the Queue Messages during Forward.

Silent = Remain silent during Forward.

Default: DialTone

The setting 'BlockAgentTriggers' is a comma-separated setting on SharePoint that will be validated with a regex. It will indicate in what scenarios the Agent will be added to the block-list.

The options for this setting are:

Default: None

Add the country code in front of the entered number during callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours..

Available values:

AC, AD, AE, AF, AG, AI, AL, AM, AO, AR, AS, AT, AU, AW, AX, AZ, BA, BB, BD, BE, BF, BG, BH, BI, BJ, BL, BM, BN, BO, BQ, BR, BS, BT, BW, BY, BZ, CA, CC, CD, CF, CG, CH, CI, CK, CL, CM, CN, CO, CR, CU, CV, CW, CX, CY, CZ, DE, DJ, DK, DM Anywhere365 Dialogue Manager (DM) is the internal service which processes text based messages from various Dialogue Providers to and from WebAgent. It is a transactional database used to swiftly process messages rather than generate reports used by analytical databases., DO, DZ, EC, EE, EG, EH, ER, ES, ET, FI, FJ, FK, FM, FO, FR, GA, GB, GD, GE, GF, GG, GH, GI, GL, GM, GN, GP, GQ, GR, GT, GU, GW, GY, HK, HN, HR, HT, HU, ID, IE, IL, IM, IN, IO, IQ, IR, IS, IT, JE, JM, JO, JP, KE, KG, KH, KI, KM, KN, KP, KR, KW, KY, KZ, LA, LB, LC, LI, LK, LR, LS, LT, LU, LV, LY, MA, MC, MD, ME, MF, MG, MH, MK, ML, MM, MN, MO, MP, MQ, MR, MS, MT, MU, MV, MW, MX, MY, MZ, NA, NC, NE, NF, NG, NI, NL, NO, NP, NR, NU, NZ, OM, PA, PE, PF, PG, PH, PK, PL, PM, PR, PS, PT, PW, PY, QA, RE, RO, RS, RU, RW, SA, SB, SC, SD, SE, SG, SH, SI, SJ, SK, SL, SM, SN, SO, SR, SS, ST, SV, SX, SY, SZ, TA, TC, TD, TG, TH, TJ, TK, TL, TM, TN, TO, TR, TT, TV, TW, TZ, UA, UG, US, UY, UZ, VA, VC, VE, VG, VI, VN, VU, WF, WS, YE, YT, ZA, ZM, ZW

Add # milliseconds to the end of the audio files.

Default: 0

TRUE = Always start on playlist first order

FALSE = Continue in the playlist the next time you call

Default: FALSE

TRUE = Disconnect if the transfer fails

FALSE = Remain connected if the transfer fails

Default: FALSE

Order in which the Questions are played.

Default: 1234567890*#

If enabled (TRUE) the provided Callback PhoneNumber will be normalized using the normalization rules in the Microsoft Dial Plan.

If disabled (FALSE) the Callback PhoneNumber will be dialed as shown in the OutboundDialerCalls list.

Default: FALSE

WARNING

For Dialogue Cloud V3 this setting needs to be set and remain to false. Setting this to true is only valid for On-Premise SfB deployments of Anywhere365 where the SfB Dial Plan can be directly accessed.

If enabled (TRUE) the number returned by the caller is validated for correctness. It is tested for E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) compatibility and for the region which is set by the CallbackDefaultRegion. If this option is set to true, the CallbackDefaultRegion is mandatory and must be set to one of the allowed values.

If disabled (FALSE) the number is not validated at all. This means that any number is allowed. The number will be written "as is" to the OutboundDialerCalls list. This can be used for example with abbreviated or internal phone numbers. Note that it is possible to enter any number and that this may result in invalid entries in the OutboundDialerCalls list.

Default: TRUE

TRUE = Play music on hold when customer is put on hold.

FALSE = Silence when customer is put on hold

Default: TRUE

TRUE= Use Routing Rules during and outside business hours.

FALSE= Use Routing Rules during business hours.

Default: TRUE

This setting indicates the method order to hunt Agents.

  • LongestIdle =Selects the Agent who ended a UCC call the longest time ago.
  • LongestAvailable =Selects the Agent who has been available for the longest period.
  • RoundRobin =Selects the Agent based on order, will continue order in next UCC call and wrap back around at order end.
  • Serial =Selects the Agent based on order, restart order on next UCC call.
  • LeastCalls =Selects the Agent based on least number of calls today.
  • LeastOccupied =Selects the Agent based on least total handle time today.
  • Parallel = Call all Agents (up to 4 Agents at the same time)

    Note

    Only for audio-calls directly to Teams client. So not available for use in combination with WebAgent and Attendant Console for Dialogue Cloud.

    Note

    With the setting Maxreservations the number of agents that will be hunted can be adapted (Max 4).

    Note

    When hunting 4 agents parallel, make sure you have 4 system endpoints.

When Skill scores are used, then the Agent will be selected first based on the score and after that on the hunting method (Except for Round Robin).

Default: LongestIdle

The order of presence in which to hunt agents.

Default order: Available > Busy > Away > Offline

The time (in seconds) that Anywhere365 waits for an Agent to accept the call. If the time is elapsed and the Agent has not accepted the call, the next Agent in line will be hunted.

Default: 20

TRUE = Don't sort Skill scores during hunt.

FALSE= Sort Skill scores during hunt.

Default: FALSE

The time (in seconds) Anywhere365 waits before the IVR Questions are repeated.

Default: 5

Available = Hunt Agents with the status Available.

Busy = Hunt Agents with the status Available, Busy and Away.

Away = Hunt Agents with the status Available and Away.

Offline = Hunt Agents with the status Available, Busy, Away and Offline.

Note

Offline hunting is only available when:

  • The UCC can register the agent.
  • Receive routing information about the Agent.
  • The Agent needs to have a Call Forwarding.

Default: Available

Note

It is important to pay attention to the UCC setting LowestHuntPresence when using Availability and CountDownAvailability Skills. This setting determines which agent statuses will be considered as Available for the skill. For example, setting the LowestHuntPresence to Busy will result in agents with Available, Busy, or Away statuses being counted as Available for the skill.

The maximum number of Callers that are in the queue. If the queue is full new callers will hear the Overflow Message after which the call is disconnected. Read more about Overflow Threshold Algorithms

Default: 999

The number the Caller needs to enter before he/she can continue in the UCC.

Setting requirements:

  • Must be a number
  • Must be higher or equal to 0
  • Can't be more than 9 digits.
  • The entry must end with a pound sign (#)

The time (in seconds) between the two messages (Queue position en Queue 3) that will be played in the queue.

Default: 5

The time (in seconds) after which the extra message (Message Busy) will be played in the queue.

Default: 60

The time (in seconds) after the Call will be disconnected when no choice is made in the IVR.

Default: 360

TRUE = the InQueueSince time will not be updated if the skill change is by user action

FALSE = the InQueueSince time will not be updated if the skill change is by user action

Default: FALSE

The time (in seconds) after the transfer will be stopped when there is no accept.

Default: 30

The setting 'UnblockAgentTimeout' indicates how long the Agent will be on the blocklist for option 'HuntTimeout', 'Decline', and 'UmVoicemail'.

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.

Default: 0

TRUE = The InQueueSince will be updated in case of an automatic skill change

FALSE = The InQueueSince will not be updated in case of an automatic skill change

Defaut: FALSE

Play a dial tone during the dial out when using a Forward Skill.

TRUE = Play dial tone

FALSE = Remain silent

Default: FALSE

Number of seconds the UCC waits until the Agent turns busy

Default: 90

Dialer

Toggle to allow the agent to mark the call as failed, if the dialing takes to long.

TRUE= Agent can mark (* key) the Outbound Dialer session as failed, while dialing the customer.

FALSE= Agent cannot mark the Outbound Dialer session as failed, while dialing the customer.

Default: FALSE

The message the agent will hear before the UCC contacts the customer.

Default: Press the STAR key to schedule the callback for a retry if the call goes to voicemail.

The message the agent will hear when the agent reschedules a callback with the * key.

Default: Scheduled a retry.

This setting determines if the Dialer waits with calling the Customer until the Agent has signaled she / he is ready by pressing the Pound [#] key

Default: false

This setting determines what text is spoken to an Agent to explain how they should signal they are ready to start calling the Customer (default: "Press the POUND key to start calling the customer."). This text is spoken only when the setting CallbackWaitUntilAgentReady​ is enabled.

Enable or disable the Autonomous Dialer

TRUE= Enable the Autonomous Dialer

FALSE= Disable the Autonomous Dialer

Default: FALSE

Enable or disable the Outbound Dialer

TRUE = Enable the Outbound Dialer

FALSE= Disable the Outbound Dialer

Default: FALSE

Sets the maximum number of sessions (Autonomous Dialer) at the same time. Zero means no limit

Default: 0

Number of retries for OutboundDialerCall when callee declines the Call

Default: 3

Number of minutes when OutboundDialer should retry a declined call

Default: 15

If true, start the Autonomous Dialer at startup without requiring the start command from a Supervisor

Default: False

If true, start the Outbound Dialer at startup without requiring the start command from a Supervisor

Default: False

Note

Introduced in DC2023.03

TRUE = Enable the Direct Call Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. for the WebAgent.

FALSE= Disable the Direct Call Interceptor for the WebAgent.

Default: False

Playlists

The Play List that the Agent will hear when the call is waiting for the DTMF tone of the Agent.

The Play List that the Customer will hear when the Agent puts the Call on hold.

The Play List that the Customer will hear during the Queue

QM

The # of seconds when the UCC disconnect if the Customer makes no choice in the Quality Monitoring.

Default: 60

Enable or disable the Quality Monitoring.

TRUE = Caller will be forwarded to the Agent Rating after a Call.

Note

Question should be created in the Quality Monitoring list

FALSE = Caller will be disconnected after a Call.

Default: FALSE

Enable or disable Quality Monitoring after a Outbound Conversation.

TRUE = Offer QM to the Customer after the OutboundCall is ended.

Note

Interceptor should be configured

FALSE = Disconnect after the OutboundCall is ended.

Default: FALSE

Recording

Change the format of the exports of the recordings (Audio Recording and Voice Mail)

Available Option:

  • Wma16Kbps
  • Wma48Kbps
  • Pcm8Khz
  • Pcm16Khz

Default: Wma16Kbps

TRUE = Automatically start the recorder for Inbound Intercepted calls to an agent.

FALSE = Do not automatically start the recorder, but the Inbound Intercepted agent can start it manually.

Note

Setting UseInboundAudioRecording must also be true

For Bundle DC2024.01 and higher both EnableInboundInterception and UseInboundAudioRecording must also be true.

Default: TRUE

TRUE = Automatically start the recorder for Outbound Intercepted calls to an agent.

FALSE = Do not automatically start the recorder, but the Outbound Intercepted agent can start it manually.

Note

Setting UseOutboundAudioRecording must also be true

For Bundle DC2024.01 and higher both EnableOutboundInterception and UseOutboundAudioRecording must also be true.

Default: TRUE

FIRST = Use the sip-address of the first agent for the Sub Folder

LAST = Use the sip-address of the last agent for the Sub Folder

Default: LAST

Save the recordings to a sub folder in the Library, the name of the sub folder is based on the Agent address.

TRUE = Save recordings in sub folder off of the root of the Recording library.

Note

Setting "UseAudioRecording" must be true for UCC calls to be recorded.

On Bundle DC2024.01 and higher EnableInboundInterception, UseInboundAudioRecording, EnableOutboundInterception and UseOutboundAudioRecording may also need to be true if Agent Interception is configured and audio needs to be recorded.

FALSE = Save all recordings in the root of the Recording library

Default: FALSE

Note

Introduced in DC2024.01

TRUE = Will enable Inbound Interception of Calls to the direct number of the agent

FALSE = Will not enable Inbound Interception of Calls to the direct number of the agent

Default: FALSE

Note

Introduced in DC2024.01

TRUE = Will enable Outbound Interception of Calls from the native Teams client (contact list or dialpad) of the agent

FALSE = Will not enable Outbound Interception of Calls from the native Teams client (contact list or dialpad) of the agent

Default: FALSE

Enable or disable if the recording should be saved. Should be combined with the Attendant REST Api.

TRUE = Save recording at the end of the conversation.

Note

Setting UseAudioRecording should be turned on

FALSE = Delete recording at the end of the conversation.

Note

Setting UseAudioRecording should be turned on

Default: TRUE

TRUE = Stop the recording after a forwardskill forward

FALSE = Continue the recording after a forwardskill forward

Default: FALSE

When a call is transferred, this setting determines whether to stop the recording or continue it.

  • If a blind or consultative transfer is made, the recording can be stopped when the call is transferred to another person.

  • However, if a skill transfer, delight transfer, or leaving a group call is performed, the recording will continue regardless of this setting.

To enable or disable this feature, set the value to TRUE or FALSE, respectively. The default value is FALSE, which means that the recording will not stop after a transfer.

TRUE = All Calls will be recorded and an additional announcement message (Welcome Recording) will be played.
From Bundle DC2024.01 and higher: All Inbound calls to a UCC will be recorded. For inbound calls an additional announcement message (Welcome Recording) will be played.

FALSE = Call will not be recorded.

Default: FALSE

Enable or disable Direct Inbound Recording of agents with the Interceptor.

TRUE = Enable Interception of Direct Calls to the Agent. .
On Bundle DC2024.01 and higher will just enable recording of Intercepted Direct Calls to the Agent.

FALSE = Disable Interception of Direct Calls to the Agent. .
On Bundle DC2024.01 and higher will not enable recording of Intercepted Direct Calls to the Agent.

Note

Interceptor must be installed and enabled.

  • Before Bundle DC2024.01 Setting UseAudioRecording should be true if audio of intercepted calls needs to be recorded.
  • On Bundle DC2024.01 and higher the setting EnableInboundInterception must specifically be set to true for agents to be intercepted for inbound calls.

Default: FALSE

TRUE = All Transcipts will be recorded.

Note

Transcription must be configured, see: How to configure UCC Transcription

FALSE = Transcripts will not be recorded.

Default: FALSE

TRUE = All Translations will be recorded.

Note

Transcription must be configured, see: How to configure Translation in the UCC ​Plugin Framework

FALSE = Translations will not be recorded.

Default: FALSE

Enable or disable the identity of the Customer of intercepted Direct Inbound conversations.

TRUE = Show Caller sip or number with Inbound dialogue

FALSE = Show UCC sip or number with Inbound dialogue

Default: FALSE

Enable or disable the identity of the Agent of intercepted Outbound conversations.

TRUE = Show Agent sip or number with Outbound dialogue

FALSE = Show UCC sip or number with Outbound dialogue

Default: FALSE

Enable or disable Direct Outbound Recording of agents with the Interceptor.

TRUE = Enable Interception of Direct Calls from the Agent. .
On Bundle DC2024.01 and higher will just enable "recording" of outbound direct calls from an agent when they use the Dialpad in WebAgent or Snapper (requires the setting UseOutboundCalling to be enabled separately), also when they use the native dialpad of Teams (requires EnableOutboundInterception to be enabled separately), and also any outbound call made by a dialer (i.e. campaigndialer and autonomousdialer).

FALSE = Disable Interception of Direct Calls from the Agent. .
On Bundle DC2024.01 and higher will not enable recording of Intercepted Direct Calls from the Agent, outbound calls using Dialpad in WebAgent or Snapper, or any dialer type

Note

Interceptor must be installed and enabled.

  • Before Bundle DC2024.01 Setting UseAudioRecording should be true if audio of intercepted calls needs to be recorded.
  • On Bundle DC2024.01 and higher the setting EnableOutboundInterception must specifically be set to true for agents to be intercepted for outbound calls.

Default: FALSE

Scheduling

LEGACY = Base reservations on the following rules:

  • If the Agent is currently handling an Audio Dialogue, he can not accept any other Dialogues.
  • If the Agent is currently handling >= MaxChatCount Chat Dialogues, he can not accept any other Dialogues.

POINTSYSTEM = Base reservations on the points configured in the Reservation Point System.

If no value is entered the LEGACY value will be assumed.

Default: LEGACY

The Scheduling Algorithm used by the UCC. This determines the order in which Dialogues are offered to Agents. Possible values:

FirstInFirstOut = Dialogues are offered in the order by which they enter the Queue.

ServiceLevelAgreement = Dialogues are offered based on time left to meet the Service Level Agreement (less time left will be offered first), see: Scheduling Algorithms

If no value is entered the FirstInFirstOut value will be assumed.

Default: FirstInFirstOut

Note

Only used when SchedulingAlgorithm is set to ServiceLevelAgreement.

The default value for calculating the Service Level Agreement goal (less time left will be offered first), see: Scheduling Algorithms

SLA

If a Dialogue is answered in less than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the first ServiceLevelAgreement segment, see: Statistics Plugin

Default: 20

If a Dialogue is answered in less than ServiceLevelThreshold2InSeconds but more or equal than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the second ServiceLevelAgreement segment, see: Statistics Plugin

For the best results, the following relationship should hold: ServiceLevelThreshold1InSeconds < ServiceLevelThreshold2InSeconds

Default: 120

The Formula used to calculate the ServiceLevelPercentage, see: Statistics Plugin

Default: AcceptedSla1 / (Accepted + (Missed - QuickDropped))

Speech

The authorization endpoint for Microsoft Cognitive services.

The api endpoint for Microsoft Cognitive services.

The api key for Microsoft Cognitive services.

The preferred voice for your SpeechProvider. If not available a fallback will be used. Consult the documentation of your Speech Provider for the (currently) possible values.

Sets the speech provider you want to use:

  • MicrosoftSpeechSynthesizer = On-premises text to speech solution.
  • MicrosoftCognitiveServices = Azure cloud service to generate text to speech audio files.
  • GoogleCloudTextToSpeechV1 = Google cloud service to generate text to speech audio files.

Transcription and Translator

AzureKey for the TranslationService API, used for Text Translation, see: How to configure Translation in the UCC ​Plugin Framework

Google Translate api key if TextTranslationService is set to Google, used for Text Translation, see: How to configure Translation in the UCC ​Plugin Framework

Sets the desired text translation service, see: How to configure Translation in the UCC ​Plugin Framework. Possible values are Microsoft and Google.

Default: Microsoft

AzureKey for the Speech to text API.

Language used for transcription withe Azure Speech to text API.

The Region to use for the Azure Transcription Service.

If left empty Transcription will be disabled.

Can be one of:

  • eastasia
  • southeastasia
  • australiaeast
  • northeurope
  • eastus
  • eastus2
  • southcentralus
  • westcentralus
  • westus
  • westus2
  • brazilsouth

User

The number the Agent needs to press after accepting a Call.

Note

Only works when AgentAcceptWithDTMFEnabled is set to True.

Default: 1

Enable of disable if the Agent enter a DTMF tone (example press 1) after accepting the Call.

TRUE = Agent needs to enter a DTMF tone.

Note

Use setting "AgentAcceptWithDTMFChoice" to define the DTMF tone.

FALSE = Agent is connected to the customer after accepting the Call.

Warning

Not supported with Paralell hunting.

Default: FALSE

The number of seconds the Agent has to press the DTMF tone.

Default: 10

TRUE = Agent can Stop, Pause and Start recordings using the Inflight Snapper or WebAgent.

Note

Setting UseAudioRecording must be true

FALSE = Agent can’t influence the recording.

Default: FALSE

The time (in seconds) before a new Call will be offered to an Agent after the previous Call is finished.

Default: 1

Note

Discharge (wrap-up) is assigned to the agent who accepted the hunt. If the call is transferred to a user who is also part of that UCC or another UCC, they are counted as a transferee, not an agent, and will not receive discharge.

Note

As of Bundle DC2024.01 the discharge (wrap-up) state will set Teams Presence to Busy. When discharge (wrap-up) state ends Teams Presence will reset back to the Agent's native Teams Presence state.

Note

Introduced in DC2024.01

The time increment (in seconds) that an agent can increase their wrap-up (Discharge) time with the buttons in Webagent.

Setting the interval to 0 will effectively prevent agents from increasing the wrap-up time (DischargeDuration).

Default: 10

TRUE = Disconnect if a transfer fails.

FALSE = Return if a transfer fails.

Default: FALSE

Provide Feedback when Formal agent A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. stops while last in skill

NoFeedback = Sign out

Warning = Send a warning message to the agent and sign out the agent

Confirmation = Mention he is the last active agent, and ask the Agent to confirm whether he would like to sign out

Error = Send an error message, and don't sign out the agent

Default: NoFeedback

Provide Feedback when Supervisor tries to stop formal agent while last in skill

NoFeedback = Sign out

Warning = Send a warning message to the supervisor and sign out the agent

Confirmation = Mention he is the last active agent, and ask the Supervisor to confirm whether he would like to sign out

Error = Send an error message, and don't sign out the agent

Default: NoFeedback

If a Dialogue is dropped by the Customer in less than QuickDropThresholdSeconds the call is considered to be QuickDropped. QuickDropped calls can be ignored in the calculation of the ServiceLevelAgreement, see: Statistics Plugin

Default: 5

Enable or disable discharge duration after Outbound conversations.

TRUE = Agent get Discharge Duration after an Outbound conversation.

Note

Setting UseOutboundAudioRecording must be turned on.
As of Bundle DC2024.01 the setting EnableOutboundInterception must be turned on instead.

FALSE = Agent won't receive Discharge Duration after an Outbound conversation.

Default: FALSE

Voicemail

TRUE = Enables the VoicemailDialogueDialer

FALSE = Disable the VoicemailDialogueDialer

Default: FALSE

Enables the Dialer outside Business Hours

TRUE = Enables the VoicemailDialogueDialer outside Business Hours

FALSE = Disable the VoicemailDialogueDialer outside Business Hours

Default: FALSE

Number of retries per voicemail per voicemailAgent

Default: 3

Number of minutes when Voicemail Dialer should retry a declined call

Default: 15

Determines the version of the Dialer to be used.

  • V1
  • V2

Default: V1

When the voicemaildialogueprovider is not capable to the download the voicemail this message will be played to the voicemailagent

Default: Failed to retrieve the voice mail.

The total number of Voicemail Sessions that can be active in the UCC. Once this number has been reached the VoicemailDialer will postpone creating new Sessions until currently active Sessions

Default: 1

The message that plays after the Voicemail Dialer has played the voicemail audio file.

Default: Press 9 to replay the voicemail.

Text to speech when VoicemailAgent answers the hunt from the VoicemailDialogueDialer

Default: Welcome. Press one to receive a voicemail

Determines how the Voicemail Session are placed in the Queue

  • ProcessTime
  • ProcessTimeLowPriority

Default: ProcessTimeLowPriority