Dialogue Cloud

Supervisor

Supervisor rights can be added to 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. addresses. In this way 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 Calls. With two simple commands the Supervisor is able to join an active conversation.

In order to provide a member of 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. Supervisor rights, only its SIP address should be added to the Supervisor list.

Note A Corporate license or higher is required.

Note: When using Microsoft Teams, use Phoneuri.

Training Video

 

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 manditory.

Note: The value must be in E164 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 user is using the InDialogeBot.

 

Supervisor Scenario

Below the scenario for a Supervisor is presented.

 

 

Create/Edit/Remove item

Item can be created, edited or removed.

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