Interceptor interception behavior explained

Introduction

When using to 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. you can come into contact with multiple scenario's. The following effect need to be taken into account:

  • Inbound Interception (Setting: UseInboundAudioRecording)

  • Outbound Interception (Setting: UseOutboundAudioRecording)

  • Internal Interception (Setting: InteruserRecordingDisabled)

  • Interception priority (Config: inboundBeforeOutboundInternalUsers)

 

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 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. 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