Endpoints

Purpose

Endpoints can be used to define side insteps for 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. addresses at any point in the IVRInteractive Voice Response (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. or redirect this Call to another SIP address immediately.

An Endpoint is a setting for the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. in order to set an extra starting point for a specific SIP address.
Within 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. and Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. 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 is 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 InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the 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 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 (Interceptor 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".

Application Endpoints

ModalityEndpoint are also used for different applications of Anywhere365 like:

 

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. Note that it is an existing SIP address (or needs to be created on the Skype for Business Server).

 

DefaultRoutingEndpoint

Item

Description

Title

This field should contain the SIP address of the Endpoint. Note that it is an existing SIP address (or needs to be created on the Skype for Business Server).

 

MainEndpoint

Item

Description

Title

This field should contain the SIP address of the Endpoint. Note that it is an existing SIP address (or needs to be created on the Skype for Business Server).

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. Note that it is an existing SIP address (or needs to be created on the Skype for Business Server).

Modality

Modality has the value “CHAT” if the Endpoint is used for Chat.

Skill

If the Endpoint is used for Chat, a necessary Skill can be entered 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 SIP address will skip the entire queue.

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.

 

Endpoint Functionality

Endpoint Create/Edit/Remove

Endpoints can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.