Interceptor interception behavior explained

Introduction

When using to 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. 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 UCC 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