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 |
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