UCC General Settings

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

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 Chat Transcript in the Database:

TRUE= Write Chat Transcript in the Database.

FALSE= Don't write Chat Transcript in the Database.

Default: FALSE

Enable the writing of records to the Call Summary list on SharePoint, Learn More

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, Learn More

Default: FALSE

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: http://msdn.microsoft.com/en-us/library/system.globalization.cultureinfo(v=vs.71).aspx

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, Learn More

TRUE = UCC is closed (overwrites AlwaysOpen Endpoints).

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

Default: FALSE

TRUE = Contact card of the Caller is shown, contact information of the Caller is shown in the header during hunt. Not during Forward.

FALSE = Contact card of the UCC is shown.

Default: FALSE

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

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, Learn More

Text reply when a non-agent chats to the main endpoint.

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 Teleopti to the WFM Presence Service.

FALSE = Don't use WFM Presence Service.

Default: FALSE

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

FALSE = Don't use Azure transcript service.

Default: FALSE

TRUE = Enable UCC to send information for Verint to the WFM Presence Service.

FALSE = Don't use WFM Presence Service.

Default: FALSE

TRUE = If a Federated Agent forward a Call, the connection with the UCC will be contained.

FALSE = If a Federated Agent forward a Call, the connection with the UCC will be disconnected.

Default: FALSE

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:

• None = default value

• HuntTimeout = Agents will be added to the blockList if hunt is canceled due to a timeout

  • Agent can be removed from blocklist by presence change or timeout

• Decline = Agents will be added to the blockList if hunt is canceled due to agent declining the hunt

  • Agent can be removed from blocklist by presence change or timeout

• UmVoicemail = Agents will be added to the blockList if hunt is canceled due to forwarding to UM Voicemail

  • Agent can be removed from blocklist by presence change or timeout

• DoNotDisturb = Agents will be added to the blockList if hunt is canceler due presence is set to DoNotDisturb

  • Agent can be removed from blocklist only by presence change

• TempUnavailable Agents will be added to the blockList if hunt is canceler due to TempUnavailable (480)

  • Agent can be removed from blocklist only by presence change

Default: None

Add the country code in front of the entered number during callback The CallBack feature 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, 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 the provided Callback PhoneNumber will be normalizes using the normalization rules in the dial plan.

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

TRUE = Show Transferred by if conversation was forwarded.

FALSE = Do not Show Transferred by if conversation was forwarded.

Default: FALSE

If enabled, Hunts to Agents that return status code TemporarilyUnavailable will cause the Agent to become disabled. Agents will not be hunted while they are disabled. A disabled Agent will become active again when their Presence changes. If this setting is set to false while Agents are disabled because they were TemporarilyUnavailable, those Agents will no longer be disabled.

Default: FALSE

​If enabled, when a Hunt to an Agent is timed out, the Agent will be temporarily disabled. Agents will not be hunted while they are disabled. To configure how long the Agent should be disabled see "TemporarilyDisableAgentOnTimeoutTimeout". If this setting is set to false while Agents are disabled because they were disabled because of a Hunt Timeout, those Agents will no longer be disabled.​

Default: FALSE

This setting indicates the hunting method to find Agents.

• LongestIdle =Selects the Agent that did not finished a call for the longest period.
• LongestAvailable =Selects the Agent that has been available for the longest period.
• RoundRobin =Selects the Agent based on order, continue order in next call.
• Serial =Selects the Agent based on order, restart order in next 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.

• The UCC can register the agent.

• Receive routing information about the Agent.

• The Agent needs to have a Call Forwarding.

Default: Available

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 Algorithm.

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 = Redirect when bandwidth usage limit has been reached.

FALSE = Don’t redirect when bandwidth usage limit has been reached.

Default: FALSE

TRUE = Start OnHold Playlist when Agent sends state “SendOnly”

FALSE = Don’t start OnHold Playlist when Agent sends state “SendOnly”

Default: FALSE

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 duration of seconds that an Agent should remain disabled after their Hunt times out. To enable or disable temporarily disabling an Agent after a Hunt to that Agent times out, see "EnableTemporarilyDisableAgentOnTimeout".

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

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

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

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.

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.

FALSE = Disconnect after the OutboundCall is ended.

Default: FALSE

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

Available Option:

• Wma16Kbps

• Wma48Kbps

• Pcm8Khz

• Pcm16Khz

Default: Wma16Kbps

TRUE = When UseInboundAudioRecording is enabled automatically start the recorder.

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

Default: TRUE

TRUE = When UseOutboundAudioRecording is enabled automatically start the recorder.

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

Default: TRUE

FIRST = Use the sipaddress of the first agent for the Sub Folder

LAST = Use the sipaddress of the last agnet 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

FALSE = Save recordings in library

Default: FALSE

Enable or disable if the recording should be saved. Should be combined with the Save Recording button in the Social Attendant.

TRUE = Save recording at the end of the conversation.

FALSE = Delete recording at the end of the conversation.

Default: TRUE

TRUE = Stop the recording after a skill forward

FALSE = Continue the recording after a skill forward

Default: FALSE

Enable or disable recording after a transfer.

TRUE = Stop the recording after a transfer.

FALSE = Continue the recording after a transfer.

Default: FALSE

TRUE = All Calls will be recorded and an additional welcomes message (Welcome Recording) will be played.

FALSE = Call will not be recorded.

Default: FALSE

Enable or disable Direct Inbound Recording with the interceptor.

TRUE = Intercept Direct Calls to the Agent

FALSE = Don't intercept Direct Calls to the Agent

Default: FALSE

TRUE = All Transcipts will be recorded.

FALSE = Transcripts will not be recorded.

Default: FALSE

TRUE = All Translations will be recorded.

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 with Inbound dialogue

FALSE = Show UCC sip with Inbound dialogue

Default: FALSE

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

TRUE = Show Agent sip with Outbound dialogue

FALSE = Show UCC sip with Outbound dialogue

Default: FALSE

Enable or disable Outbound Recording with the interceptor.

TRUE = Intercept Outbound Calls of the Agent

FALSE = Don't intercept Outbound Calls of the Agent

Default: FALSE

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 ReservationPointSystem-list, Learn More

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), Learn More

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

Default: FirstInFirstOut

The default value for calculating the Service Level Agreement goal (less time left will be offered first), Learn More

If a Dialogue is answered in less than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the first ServiceLevelAgreement segment, Learn More

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, Learn More

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

Default: 120

The Formula used to calculate the ServiceLevelPercentage, Learn More

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

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 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.

AzureKey for the TranslationService API, used for Text Translation Learn More

Google Translate api key if TextTranslationService is set to Google, used for Text Translation Learn More

Sets the desired text translation service, Learn More. 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

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

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.

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

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 commands.

• Rec Stop = Stop recording

• Rec Pause = Pause recording

• Rec Start = Resume recording, only if recording is paused.

FALSE = Agent can’t influence the recording.

Default: FALSE

Enable of disable the Call Forwarding settings of the Microsoft Teams client.

Template 6.3 or higher

All = Ignore the Call Forwarding Settings when hunting an Agent and calling a Customer

Agent = Ignore the Call Forwarding Settings when hunting an Agent

Customer = Ignore the Call Forwarding Settings when calling a Customer

None = Apply the Call Forwarding Settings when hunting an Agent and calling a Customer

Template 6.2 or lower

TRUE = Don't use the Call Forwarding settings of the Microsoft Teams client.

FALSE= Use the Call Forwarding settings of the Microsoft Teams client.

Default: FALSE

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

Default: 1

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, Learn More

Default: 5

Enable or disable discharge duration after Outbound conversations.

TRUE = Agent get Discharge Duration after an Outbound conversation.

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

Default: FALSE

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