Agents

Tip In CoreThe Core is the center of Anywhere365. It manages all the Dialogues. 6.3 PSTN Agents are added. Allowing you to also hunt phone numbers as agent.

Introduction

Agents are the contacts of 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. that are approached, through 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 or phone numbers, by 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., Microsoft Teams or any device / client that supports phone to speak to customers.
If FederationFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. is used contacts from other Skype for Business or Microsoft Teams environments can be added.

Each Agent needs a unique SIP address or phone number. In order to add Agents from another Skype for Business or Microsoft Teams environment (e.g. Office365), this environment must be linked through Federation. 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.

Alternative Caller Id

In this field you can enter the SIP address or phone number the agent should display when doing an outbound call

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

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.

RegistrarPool

(Add column)

Change the registrar pool for the agent, possible values:

  • Empty (Use autodiscovery)

  • Poolfqdn (fepool.domain.com)

  • Poolfqdn:port (fepool.domain.com:5061)

 

Agent Functionality

Agents in Anywhere365 have a set of multiple functionality they can use in the 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 Business client.
Furthermore Anywhere365 has addition client software available to further expand Agent functionality.

AmIReady

The Agent can view if he/she is ready for a conversations by using the "AmIReady" command

Skill Overview

The Agent can view his/her Skills by completing the following steps:

Manage Discharge Duration

Note You can also use the controls in the Inflight Snapper, Learn More

The Agent can influence his/her discharge duration by completing the following steps:

Subscribe to UCC (Formal Agent)

Note You can also use the controls in the Inflight Snapper, Learn More

Unlike an Informal AgentWhen a person is set as Informal Agent it is always an Agent in the Agent circle., the Formal AgentA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. must sign in for a UCC. Below there is a brief explanation of the necessary steps.

Manage Queue (Formal Agent)

Note You can also use the controls in the Inflight Snapper, Learn More

Reason Code Functionality

Note You can also use the controls in the Inflight Snapper, Learn More

Recording Options

Note You can also use the controls in the Extension Window, Learn More

Note "AgentCanEditAudioRecording" and "UseAudioRecording" settings need to be true

Conferencing Options:

Note You can also use the controls in the Extension Window, Learn More

 

Agent Create/Edit/Remove

An Agent can be created, edited or removed.

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