GoLive! Online Manual
Filter:
Submit Search
Contact usGo to our support portal
Platform Elements

Platform elements shows all available products offered by Anywhere365.

Home >

Trainer Trainee

Note Corporate license or higher.

Note Only available on-premises and federatedWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC..

Introduction

Trainer or Trainee rights can be added to Agents. In this way a Trainer can invite his/her Trainee to listen along in a active conversation. The Trainer Trainee functionality of Anywhere365 might be useful to train new co-workers. With two simple commands the Trainer is able to invite his Trainee to an active conversation.

In order to assign Trainer or Trainee rights to an Agent 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., the Agents should first be added in the Trainer Trainee list.

 

Explanation per field

In order to manage Trainer or Trainee, the following screen should be filled in:

Items

Description

Trainer

Person with the rights to invite the Agent - Trainee using the ‘Train’ command

Trainee

Person who gets invited by the Trainer during an active call

Note Trainer Trainee must be a 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. Agent or a PSTN Agent.

 

Add Trainee

  1. The Trainer selects the respective UCC. (During an active conversation)

  2. The Trainer types the “Train” command in the IM window.

  3. If there are available Trainee, the Trainer will see an ordered list with all Trainee's.

  4. The Trainer types the number of Trainee he/she wants to add.

  5. The Trainee will receive a Call on his/her client.

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

 

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.