Agents

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 UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. 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 is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server., Microsoft Teams or any device / client that supports phone to speak to customers.
If FederationWhen 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.

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

TeamsAssignedPhoneNumber

This field will contain the Teams users phone number.

Example: tel:+31123456789

Note Only used for Direct Routing.

Teams UPNIn 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.

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 Type

Skype for Business Agent

With Skype for Business Agents you can integrate (federated) Skype for Business users into your UCC. With the Skype for Business client you can use the Inflight Snapper(Learn More) and Extension Window(Learn More).

 

Microsoft Teams Agent

Note Requires Anywhere365 Dialogue Cloud for Teams Licensing (Cloud OPEX Licenses)

Cannot be used in combination with an Onpremise 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. / Skype for Business and Anywhere365 implementation.

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

Note When calling from or to Teams, make sure CU 7 is installed on the Anywhere365 server.

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). With this you can integrate mobile phones or traditional systems into your callflow.

Learn about PSTN Agents

 

Agent Functionality

Agents in Anywhere365 have a set of multiple functionality they can use in the Lync 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 Workgroup license and higher

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 you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution., the Formal AgentA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the 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 Corporate license or higher.

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 Corporate license or higher.

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

 

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.