inDialogue bot for Microsoft Teams User Guide

Introduction

With the Anywhere365 inDialogue bot for Microsoft Teams your supervisor will be able to supervise live 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. calls from their Teams client, without the need of a 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. client.

 

User manual

When the URL is correct and you are supervisor on any UCC served by the AttendantService URL, you will see a list of UCCs you can select. Please select an UCC you wish to supervise a call on.

When there is any call that can be supervised, you will be prompted to choose a call from the list. When you click on a call, you will be called on the address configured in the UCC settings site. Please note that calling in Teams will only work on the Desktop and Mobile client. Web client is only supported if you use Microsoft Edge as your internet browser.

 

Call Controls

When you click the call and you answer the incoming call you will receive a card with supervising mode buttons.

During the call these buttons enable you to switch supervising mode on the call. The buttons have the following functions:

Button

Function

Listen

You can hear both agent and customer, but you can’t talk.

Whisper

You can hear both agent and customer, but you can only talk to the agent.

Speak

You are now fully participating in the call with the agent and customer.

Take over

You take over the call from the agent. The agent can only listen to the conversation between you and the customer, but can’t talk.

 

Available commands

Currently the bot can handle the following commands:

Command

Description

signout

Signs the logged in supervisor out from the bot. When the supervisor wants to log in again any sentence sent to the bot will show the welcome message with login button.

uccs

Lists the UCCs the supervisor is supervisor in. The supervisor can switch UCCs by using this command.

listcalls

Lists the calls that can be supervised by the supervisor in the selected UCC. When a call is clicked the supervisor will be called and presented a call control card if the call was answered.