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 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. 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

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.

 

Supervisor Functionality

Deactivate Formal Agents

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

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

Manage Dialer

Campaign Dialer

Autonomous Dialer

 

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.