Note Enterprise license and higher
Note Additional Anywhere365 CTI license needed
The Anywhere365 CTI Broker is a server application which integrates the Anywhere365 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. and CTI services like a screen pop-up from a CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. database. The broker is a standalone application and receives events from the UCC and then translates to the CTI service. The broker can also send commands to the UCC via the Attendant Service.
The following events are supported:
- Incoming call
- On Hold
The following commands can be sent:
- Start (starts a 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.)
- Stop (stops a formal Agent)
- Dial (which triggers the UCC to call the Agent and then the customer)
The broker receives its events from the dashboard service and enables the CTI service to connect via a network socket.