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

 

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