Interceptor User Guide

Recording

Note Some of the following features are only available when using an Enterprise license. If you do not have an Enterprise license, contact the Project Lead or Sales person of WORKSTREAMPEOPLE.

 

Inbound recording

For inbound recording, no InterceptorThe Interceptor is a service installed on the Lync / Skype for Business Front End(s). It monitors all the calls going over it. When a call going to or coming from an Agent it will come in to action. By intercepting that call and redirecting it you the Anywhere365, it lets you manage the Direct Inbound and Outbound dialogues of the Agents. is needed. This is a built in functionality of 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. application.

Just set the 'UseAudioRecording' setting to true and all incoming calls onto the UCC are recorded.

Outbound recording

For Outbound recordings, the Interceptor must be installed. Check the installation manual for further instructions.

After installing, the 'UseOutboundAudioRecording' setting can be set to true, so that all Outbound calls from agents in that UCC are being recorded.

If you do not wish to record internal calls between agents (based on the 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. domain) you can set the InteruserRecordingDisabled setting to true. Then only outbound calls to other domains (or PSTN) will be recorded.

Inbound direct recording

For Inbound (direct) recordings, the Interceptor must be installed. Check the installation manual for further instructions.

After installing, the 'UseInboundAudioRecording' setting can be set to true, so that all direct calls to agents of that UCC are being recorded.

If you do not wish to record internal calls between agents (based on the sip domain) you can set the InteruserRecordingDisabled setting to true. Then only direct calls from other domains (or PSTN) will be recorded.

All recording

Simply apply the following settings:

  • UseInboundAudioRecording- true
  • UseOutboundAudioRecording- true
  • InteruserRecordingDisabled– false
  • UseAudioRecording –true

 

Number manipulation

Show number of Caller to Agent

Set 'UseOriginalIdentityWithInbound' setting to true.

Show number of Agent to Caller

You can manipulate the caller id of the agent with the setting "UseOriginalIdentityWithOutbound". Additionaly you can use CallOnBehalf in the Snapper or AlternativeCallerId on the settings page to further manipulate the caller id. Below an overview of the combinations.

UseOriginalIdentityWithOutbound

CallOnBehalf Endpoint selected

AlternativeCallerId

Result

false

true

Not used

Show call on behalf endpoint

false

false

Not used

Show main endpoint

true

Not used

true

Show alternative caller id

true

Not used

false

Show agent caller id

When you want to use the Interceptor only for having outbound, inbound and direct calls in the reports, on the wallboard and if you want to choose which number must be shown(agent or UCC). All Interceptor settings can be applied, except the UseAudioRecording (leave it on false).

Then all traffic flows through the UCC and the numbers will be manipulated.

 

Inbound Routing manipulation

The inbound recording functionality of the Interceptor can be used to change the behavior of direct calls. If UseInboundAudioRecording is set to true and the agent sip is noted on the Match To column of the Routing list, the direct call can then be rerouted to a certain Question or Skill. Depending on the regex in the Match From column the agent will never be called directly. The Match From can be anything from all calls from a certain country or region (e.g. use: \+31).

If you want all calls to be rerouted except from one origin, use the following regex:

Match From

Match To

Skill

(?s)^((?!31612345678).)*$

testuser@domain.com

TestSkill

In this example all calls to testuser@domain.com (or his LineUri) will be rerouted to the TestSkill, except calls from the number +316123456789. So this number can call the agent directly without being rerouted.