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Platform Elements

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Supervisor

Note Corporate license or higher.

Note When using Microsoft Teams, use Phoneuri.

Introduction

Supervisor rights can be added to 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. 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 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. Supervisor rights, only its SIP address should be added to the Supervisor list.

 

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.

Note The value must be in E164 format.

Example: tel:+xxxxxxxxx

Note Only works when user is not capable of doing a self-transfer. For example 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. on Mac, IPhone, Android or IPad.

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).

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.

In this scenario the Supervisor listens is able to listen to the call, without interrupting it.

 

Supervisor Functionality

Deactivate Formal Agents

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “Formal” command in the IM window.

  3. If there are active formal agentsA 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., the Supervisor will see an ordered list with all active formal agents.

  4. The Supervisor types the number of the agent.

  5. The Supervisor has made the formal agent inactive.

Listen to a Call

Note Skype for Business: You can also use the controls in the Inflight Snapper, Learn More

Note Microsoft Teams: You can also use the controls in the inDialogue Bot, Learn More

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “List” command in the IM window.

  3. If there are active calls, the Supervisor will see an ordered list with all active calls.

  4. The Supervisor types the number of the call he/she wants to hear.

  5. The Supervisor is now successfully listening to the call, until it will be ended or exits the UCC.

During the listen in.

Note Skype for Business: You can also use the controls in the Inflight Snapper, Learn More

Note Microsoft Teams: You can also use the controls in the inDialogue Bot, Learn More

  1. When the Supervisor needs to support the Agent, he/she can give them feedback.

  2. The Supervisor types the commando “Whisper” in the IM window.

  3. The Agent can now hear the Supervisor, the Customer can only hear the Agent.

  1. When the Supervisor want to join in on the conversation.

  2. The Supervisor types the commando “Talk” in the IM window.

  3. Both the Agent and the Customer can hear the Supervisor.

  1. When the Supervisor needs to intervene during a conversation.

  2. The Supervisor types the commando “Takeover” in the IM window.

  3. The Customer can hear the Supervisor, the Agent will be muted.

  1. When the Supervisor has taken over the conversation, it can also be given back.

  2. The Supervisor types the commando “Listen” in the IM window.

  3. The Agent will now be un-muted.

Manage Dialer

Campaign Dialer

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StartDialer” command in the IM window.

  3. This will start the Campaign Dialer (if all qualifications are met)

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StopDialer” command in the IM window.

  3. This will stop dialing new calls for the Campaign Dialer, active calls will continue

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StatusDialer” command in the IM window.

  3. This will shows the current status of the Campaign Dialer (if it is started or not and if qualifications are met)

Autonomous Dialer

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “startautodialer ” command in the IM window.

  3. This will start the Autonomous Dialer (if all qualifications are met)

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “stopautodialer” command in the IM window.

  3. This will stop dialing new calls for the Autonomous Dialer, active calls will continue

  1. The Supervisor selects the respective UCC.

  2. The Supervisor types the “StartDialer” command in the IM window.

  3. This will shows the current status of the Autonomous Dialer (if it is started or not and if qualifications are met)

 

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.

  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.