Dialogue Cloud

Agents

Introduction

Agents are the contacts of the UCC that are approached, through SIP addresses or phone numbers, by Skype for Business, Microsoft Teams or any device / client that supports phone to speak to customers.
If Federation When using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. is used contacts from other Skype for Business environments can be added.

Each Agent needs a unique SIP address or phone number. Agents are specified separately for each UCC, though it is possible to add a single Agent to multiple UCC's.

 

Training video

 

Explanation per field

In order to manage Agents, the following field could be filled in:

Item

Description

Order

The field order represents the position of the Agent in the ordered list, which is used for the hunt methods "RoundRobin" and "Serial".

Formal

The field formal can be checked if an agent should be able to sign in and -out from the respective UCCs. This can vary for each UCC.

Agent

The field agent should contain the SIP address or phone number of the Agent .

Note Make sure there are no spaces behind the SIP / TEL address

Custom Hours Enabled

The field Custom Hours Enabled can be checked to define time ranges for the Agent. Within these time ranges, the Agent will be available for the UCC.

TeamsAssignedPhoneNumber

This field will contain the Teams users phone number.

Example: tel:+31123456789

Note Only used for Direct Routing.

Teams 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).

This field will contain the Teams users UPN.

Example: user@domain.com

Note Only used for Direct Routing.

SubscriptionState

(Hidden from default view)

The UCC will write a message if the subscription fails 3 times.

Note If column is filled the UCC will handle the user as removed.

 

Agent Type

Microsoft Teams Agent

Note When hunting a Teams client and the incoming uri is sip, make sure "UseImpersonation" is false.

With Teams Agents you can integrate Teams users into you UCC. With the Teams client you can use the Inflight Snapper for more contact center controls, Learn More

For Teams you can also make use of the Teams hunter, Learn More

 

PSTN Agents

PSTN Agents allow you to use a lineuri (e.g., tel:+31612345678) instead of a sipuri for agents (e.g., sip:agent@example.com) in the "Agent" column. With this you can integrate mobile phones or traditional systems into your callflow.

 

 

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.