Dialogue Cloud

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Supervisor Role

Note: A Corporate license or higher is required.

A Supervisor is able to listen along an active conversation. The Supervisor functionality of Anywhere365 might be useful to train new co-workers, review conversations, or providing support during audio calls.

In order to provide a user 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. Supervisor rights, its SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address and Phone URI should be added to the Supervisor list.

 

Supervisor can join audio calls using:

  • Inflight Snapper application (works for either Skype for Business or Teams client)

For more information on supervisor scenarios Learn More

Explanation per field

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

Item Description
Supervisor This field represents the SIP address of the Supervisor.
Note: Make sure there are no spaces behind the SIP address
PhoneURI This field represents the Phone URI of the Supervisor.
Warning: When using Microsoft Teams, this field is mandatory.
Note: The value must be in E.164 The E.164 phone number format is an international (ITU) standard for dialing and storing telephone numbers. Loosely formulated, only "+ ", digits and spaces are allowed For example: +44 33221100 format.
UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). If the sip address of the supervisor isn’t equal to the Supervisors IM address or UPN.
Set the value of this field equal to the supervisor’s Office 365 account UPN. Mostly this will be the supervisor’s e-mail address.
Note: Only used when using the Anywhere365 InDialogue App from Teams App Store

Supervisor mode audio paths

Below the scenario for a Supervisor is presented.

Supervisor can join a callin Listen, Whisper, Speak or TakeOver mode.

Listen

• Two-way audio between Agent and Customer

• One-way audio from Agent to Supervisor

• One-way audio from Customer to Supervisor

Whisper

• Two-way audio between Agent and Customer

• Two-way audio between Agent and Supervisor

• One-way audio from Customer to Supervisor

Speak

• Two-way audio between Agent and Customer

• Two-way audio between Agent and Supervisor

• Two-way audio between Customer and Supervisor

TakeOver

• One-way audio from Customer to Agent

• One-way audio from Supervisor to Agent

• Two-way audio between Customer and Supervisor

Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.
  1. Open the list.
  2. Select the Add new item button.
  3. Enter the correct data in the window that appears.
  4. Select the Save button.
  1. Open the list.
  2. Tick the respective item.
  3. Select the “Edit Properties” button.
  4. Enter the correct data in the window that appears.
  5. Select the “Save” button.
  1. Open the list.
  2. Tick the respective item
  3. Select the “Delete Item” button.