Note Enterprise license and higher
The InterceptorThe Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents. is a service installed on the 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. Front End(s). It monitors all the calls coming through. When it notices a call going to or coming from an Agent it will spring into action. By intercepting that call and redirecting it via Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents.
For example Recording, Reporting and Routing.
Note: Some features are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception 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.)
Call park is a feature that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set.
With Anywhere365 it is possible to record direct incoming end-to-end conversations (Customer to Agent) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare or Office365.
With Anywhere365 it is possible to record end-to-end outbound conversations (Agent to Customer) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.
Reroute calls that were directly sent to an Agent (a director for example) to influence who and who cannot call someone directly.
Anywhere365 offers KPI's to support monitoring, for example in PerfMon, SCOM or other monitoring tools.
If your Skype for Business Servers are up-to-date and a SFBSkype 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. Trusted Application Server is ready, with some pre-requisites to be done, the deployment only takes a few hours after which you can start the training. Start using Anywhere365 and the UCC’s right away on the day you have purchased it. Think about which Role Models you want to implement. During your onboarding time it takes a while to fully understand the features and processes. Ask WORKSTREAMPEOPLE Consulting Service or one of our local or worldwide Value Adding reseller partners if you need support during this time.
Anywhere365 CoreThe Core is the contact center application of Anywhere365. It manages all the Dialogues and Dialogue related settings. The Core product can be extended with several Platform Elements. and Modules will run on a Skype for Business Server.
Anywhere365 will run on any Windows server 2012 R2 or higher.
Anywhere365 runs on a virtual machine and the lowest footprint is one virtual server.
Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a UCC and any other system. One of the most important interfaces is the one with CRMCRM stands for Customer Relationship Management and is a method/technology for managing your external interactions and relationships with customers. Integrate Anywhere365 with your CRM client to show customer information alongside your inbound and outbound interactions. software. Once a call agent answers a call, and CRM is integrated with Anywhere365, an additional screen pops up and contains all available information of the caller. This might significantly improve the service provided to the caller.