Interceptor User Guide

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.

Interception Behavior

Below a table with the expected behaviors in which 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 dialogue will be intercepted:

   

UCC 1

UCC 2

   

From

To

Outbound Interception

Internal Interception

Inbound Interception

Internal Interception

Inbound Before Outbound

Behavior

Agent UCC 1

External

TRUE

 

 

 

 

Agent UCC 1 outbound intercepted

Agent UCC 1

External

FALSE

 

 

 

 

No interception

External

Agent UCC 2

 

 

 

TRUE

 

Agent UCC 2 inbound intercepted

External

Agent UCC 2

 

 

 

FALSE

 

No interception

Agent UCC 1

Agent UCC 2

TRUE

TRUE

TRUE

TRUE

FALSE

Agent UCC 1 outbound intercepted

Agent UCC 1

Agent UCC 2

TRUE

TRUE

TRUE

TRUE

TRUE

Agent UCC 2 inbound intercepted

Agent UCC 1

Agent UCC 2

TRUE

TRUE

TRUE

FALSE

 

Agent UCC 1 outbound intercepted

Agent UCC 1

Agent UCC 2

TRUE

FALSE

TRUE

TRUE

 

Agent UCC 2 inbound intercepted

Agent UCC 1

Agent UCC 2

TRUE

FALSE

TRUE

FALSE

 

No interception

Agent UCC 1

Agent UCC 2

FALSE

 

TRUE

TRUE

 

Agent UCC 2 inbound intercepted

Agent UCC 1

Agent UCC 2

FALSE

 

TRUE

FALSE

 

No interception

 

 

Recording

Inbound recording (Customer > UCC > Agent )

Note Corporate license or higher.

For inbound recording, no 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 needed. This is a built in functionality of the Anywhere365 UCC application.

If UseAudioRecording is TRUE, then all incoming call accepted by an Agent on the UCC will be recorded.

 

Direct recording (Customer > Agent)

Note Enterprise license and higher

For on-premises Inbound (direct) recordings, the Interceptor must be installed, Learn More

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 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 direct calls from other domains (or PSTN) will be recorded.

 

Outbound recording (Agent > Customer)

Note Enterprise license and higher

For on-premises Outbound recordings, the Interceptor must be installed, Learn More

Or alternative for FederationWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. or Direct Routing, you can also use Direct Call Interceptor:

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 sip domain) you can set the InteruserRecordingDisabled setting to true. Then only outbound calls to other domains (or PSTN) will be recorded.

 

 

Number manipulation

Note The setting "UseOutboundAudioRecording" must be true in the UCC where you want to manipulate the number.

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". Additionally 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 Direct Routing manipulation

Note The setting "UseInboundAudioRecording" must be true in the UCC you want to reroute inbound direct calls.

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.