Updating Anywhere365 Power BI template

Introduction

When it comes to using Power BI templates, it's important to note that updating the template will always create a new file. This is because a template is essentially a starting point or a blueprint for your report. Therefore, it's crucial to keep this in mind when updating to latest Anywhere365 Power BI you need to ensure that any changes or modifications you've done are also done to the new file.

Requirements

• To work with the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Database, you need permissions to create or modify views.

• Your machine must be able to access the SQL Server to connect to the database.

Update SQL views for the Anywhere365 Power BI Template

Before you can update the Power BI template, follow the steps below to update the SQL views on the SQL CDR Database.

1. Unzip the template package.

   Note: Installation files can be obtained from Anywhere365 or an authorized Partner.

2. Open Microsoft SQL Server Management Studio (SSMS) (Download SQL Server Management Studio (SSMS) - SQL Server Management Studio (SSMS))
   or
   Azure Data Studio (Download and install Azure Data Studio - Azure Data Studio)

3. Connect to Server / Instance where the UCC Database is located.

4. Navigate to the UCC Database

5. Right Click Database

6. Select New Query

7. Paste the SQL code from the Power BI Template package, the SQL queries (.sql file) can be found in the folder where the template itself is (.pbit file).

8. Execute the Query (F5)

9. Validate the outcome. By checking the Messages tab you can see if the views are successfully updated:

   Note: Note In the case of a mayor update (for example V2 to V3) the old view will not be deleted. This is to make sure custom Power BI reports will keep working.
   Copy

   Messages

   Deleting old PowerBI_Dialogue index
   Creating new PowerBI_Dialogue index
   Done creating new PowerBI_Dialogue index
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   Deleting old PowerBI_Dialogue_vx
   Creating new PowerBI_Dialogue_vx
   Done creating PowerBI_Dialogue_vx
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   Deleting old PowerBI_Hunt_vx
   Creating new PowerBI_Hunt_vx
   Done creating PowerBI_Hunt_vx
   ------
   Deleting old PowerBI_Presence_vx
   Creating new PowerBI_Presence_vx
   Done creating PowerBI_Presence_vx
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   Deleting old PowerBI_Classification_vx
   Creating new PowerBI_Classification_vx
   Done creating PowerBI_Classification_vx
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   Deleting old PowerBI_CallFlow_vx
   Creating new PowerBI_CallFlow_vx
   Done creating PowerBI_CallFlow_vx
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   Deleting old PowerBI_ChatTranscript_vx
   Creating new PowerBI_ChatTranscript_vx
   Done creating PowerBI_ChatTranscript_vx
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   Deleting old PowerBI_Discharge_vx
   Creating new PowerBI_Discharge_vx
   Done creating PowerBI_Discharge_vx
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   Deleting old PowerBI_QM_vx
   Creating new PowerBI_QM_vx
   Done creating PowerBI_QM_vx
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Power BI Desktop

1. Download and Install the latest Microsoft Power BI Desktop (Power BI Desktop—Interactive Reports | Microsoft Power BI)

2. Open the Anywhere365 Power BI Template [ .pbit file from template package]
   

3. In Power BI a window will pop-up to enter the parameters. This allows you to configure the template.

    Tip: These parameters can be altered later via Home > Transform data > Edit parameters.

   1. Enter SQL Server \ Instance name

   2. Enter Database name

   3. Select the Filter Method

      • By default No Filter (all data) will be loaded into the template

      • Select Previous Days to limit the amount of data collected in this query

   4. Fill the Previous Days parameter

      • This parameter cannot be zero, even if the filter parameter is left to default.

   5. Choose if you want to Load Call Details

      • Selecting False will speed up data collection at a cost of having no individual call detail data available.

   6. Choose if you want to Load Presence Data

      • Selecting False will speed up data collection at a cost of having no individual agent presence data available

        Note: This may have been disabled altogether by the UCC setting EnablePresenceRecording, see: UCC General SettingsThe UCC settings are used for configuring a single UCC. With the Anywhere365 platform it is possible to configure the settings for a single UCC. Each setting will be listed below. Note: Some features are only available with specific licenses. These are indicated by the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for legacy licenses "basic queue" or "reception ucc") Workgroup Small Business Corporate Enterprise Enterprise PlusCDRCDRConnectionStringThe connection to the SQL Server database where the data is stored for the reports.Default: Data Source=localhost\UCCSQL;Initial Catalog=UCC;Integrated Security=TrueNote: When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &  Tip: You can also connect to servers outside the domain, for example Azure. Learn MoreExample: Server=tcp:server.database.windows.net;Initial Catalog=UCC;User ID=username;Password=passwordNote: When changing the value, a restart of the UCC is required to take effect.EnablePresenceRecording Enable the writing of Agent Presence in the Database:TRUE = Write Agent Presence in the Database.FALSE = Don't write Agent Presence in the Database.Default: TRUEUseCallDetailRecording Enable the writing of Call Detail Recordings in the Database:TRUE = Call details will be collected.FALSE = Call details will not be collected. Call details are necessary for generating reports and loading information in the Extension Window.Default: TRUEWriteSummaryToSharepointEnable the writing of records to the Call Summary list on SharePoint, Learn MoreTRUE = Call details will be written to SharePoint in "Call Summary" and "Missed Calls Today". FALSE = Call details will not be written to SharePoint.Useful when using Power Automate, Learn MoreDefault: FALSEChatMaxChatAcceptTimeoutThe number of seconds the Agent is offered a WebChat. After this the next Agent will be hunted.Default: 15MaxChatsPerAgentThe maximum number of simultaneous chats an Agent will be offered and can handle.Default: 1ConfigCultureInfoThe language in which the IVR Questions are spoken when using Text-To-Speech.Possible languages: http://msdn.microsoft.com/en-us/library/system.globalization.cultureinfo(v=vs.71).aspxDefault: en-USEnableDtmfInDirectDialerSessionEnables or disables the option to send DTMF tones to the callee with a Direct Dialer conversation. Useful when the agent calls a system which used DTMF for navigation.TRUE = Send Agent DTMF to Customer in Direct Dialer Session.FALSE = Don’t send Agent DTMF to Customer.Default: FALSEEnableDTMFToInitiatorEnables or disables the option to send DTMF tones to the caller. Useful when operating a remote gate.TRUE = Send Agent DTMF to Customer.FALSE = Don’t send Agent DTMF to Customer.Default: FALSEForceClosedToggle to force a UCC to close. Useful to be used in Power Automate scenarios, Learn MoreTRUE = UCC is closed (overwrites AlwaysOpen Endpoints).FALSE = UCC opens and closed based on the Business Hours and Holidays.Default: FALSEMaxReservationsThe number of Agent that are reserved for a Call. This setting is also used for parallel hunting.Note: Agents will be released when the Call is accepted / canceledDefault: 2Maximum: 4TeamsAnonymousImpersonateUri Using this setting the identity is overwritten with the contents of TeamsAnonymousImpersonateUri if the remote participant is anonymous, a Microsoft Teams client is then able to transfer the call, Learn MoreUseImpersonationTRUE = Contact card of the Caller is shown, contact information of the Caller is shown in the header during hunt and forward.FALSE = Contact card of the UCC is shown.Default: FALSEUseTranscriptingTRUE = Enable UCC to send information for Azure Speech to text service.FALSE = Don't use Azure transcript service.Default: FALSEFlowAudioDuringForwardDialTone = Play a DialTone during Forward.Playlist = Play the QueuePlaylist during Forward.Queue = Play the Queue Messages during Forward.Silent = Remain silent during Forward.Default: DialToneBlockAgentTriggersNote: Added in Core 8.2The setting 'BlockAgentTriggers' is a comma-separated setting on SharePoint that will be validated with a regex. It will indicate in what scenarios the Agent will be added to the block-list.The options for this setting are:None = default valueHuntTimeout = Agents will be added to the blockList if hunt is canceled due to a timeoutAgent can be removed from blocklist by presence change or timeoutDecline = Agents will be added to the blockList if hunt is canceled due to agent declining the huntAgent can be removed from blocklist by presence change or timeoutUmVoicemail = Agents will be added to the blockList if hunt is canceled due to forwarding to UM VoicemailAgent can be removed from blocklist by presence change or timeoutDoNotDisturb = Agents will be added to the blockList if hunt is canceler due presence is set to DoNotDisturbAgent can be removed from blocklist only by presence changeTempUnavailable Agents will be added to the blockList if hunt is canceler due to TempUnavailable (480)Agent can be removed from blocklist only by presence changeDefault: NoneCallbackDefaultRegionAdd the country code in front of the entered number during callback.Available values: AC, AD, AE, AF, AG, AI, AL, AM, AO, AR, AS, AT, AU, AW, AX, AZ, BA, BB, BD, BE, BF, BG, BH, BI, BJ, BL, BM, BN, BO, BQ, BR, BS, BT, BW, BY, BZ, CA, CC, CD, CF, CG, CH, CI, CK, CL, CM, CN, CO, CR, CU, CV, CW, CX, CY, CZ, DE, DJ, DK, DM, DO, DZ, EC, EE, EG, EH, ER, ES, ET, FI, FJ, FK, FM, FO, FR, GA, GB, GD, GE, GF, GG, GH, GI, GL, GM, GN, GP, GQ, GR, GT, GU, GW, GY, HK, HN, HR, HT, HU, ID, IE, IL, IM, IN, IO, IQ, IR, IS, IT, JE, JM, JO, JP, KE, KG, KH, KI, KM, KN, KP, KR, KW, KY, KZ, LA, LB, LC, LI, LK, LR, LS, LT, LU, LV, LY, MA, MC, MD, ME, MF, MG, MH, MK, ML, MM, MN, MO, MP, MQ, MR, MS, MT, MU, MV, MW, MX, MY, MZ, NA, NC, NE, NF, NG, NI, NL, NO, NP, NR, NU, NZ, OM, PA, PE, PF, PG, PH, PK, PL, PM, PR, PS, PT, PW, PY, QA, RE, RO, RS, RU, RW, SA, SB, SC, SD, SE, SG, SH, SI, SJ, SK, SL, SM, SN, SO, SR, SS, ST, SV, SX, SY, SZ, TA, TC, TD, TG, TH, TJ, TK, TL, TM, TN, TO, TR, TT, TV, TW, TZ, UA, UG, US, UY, UZ, VA, VC, VE, VG, VI, VN, VU, WF, WS, YE, YT, ZA, ZM, ZWCombinedAudioFilePauseAdd # milliseconds to the end of the audio files.Default: 0DisablePreviousPlayListPositionQueueTRUE = Always start on playlist first orderFALSE = Continue in the playlist the next time you callDefault: FALSEDisconnectAfterUnsuccessfulTransferTRUE = Disconnect if the transfer failsFALSE = Remain connected if the transfer failsDefault: FALSEDtmfSortingOrderOrder in which the Questions are played.Default: 1234567890*#EnableCallbackPhoneNumberNormalizationIf enabled (TRUE) the provided Callback PhoneNumber will be normalized using the normalization rules in the Microsoft dial plan. If disabled (FALSE) the Callback PhoneNumber will be dialed as shown in the OutboundDialerCalls list.Default: FALSENote: Default: FALSE since Bundle DC2022.06EnableCallbackPhoneNumberValidationIf enabled (TRUE) the number returned by the caller is validated for correctness. It is tested for E.164 compatibility and for the region which is set by the CallbackDefaultRegion. If this option is set to true, the CallbackDefaultRegion is mandatory and must be set to one of the allowed values.If disabled (FALSE) the number is not validated at all. This means that any number is allowed. The number will be written "as is" to the OutboundDialerCalls list. This can be used for example with abbreviated or internal phone numbers. Note that it is possible to enter any number and that this may result in invalid entries in the OutboundDialerCalls list.Default: TRUEEnableMusicOnHoldTRUE = Play music on hold when customer is put on hold.FALSE = Silence when customer is put on holdDefault: TRUEEnableRoutingOutsideBusinessHoursTRUE= Use Routing Rules during and outside business hours.FALSE= Use Routing Rules during business hours.Default: TRUEHuntingMethodThis setting indicates the hunting method to find Agents.LongestIdle =Selects the Agent that did not finished a call for the longest period. LongestAvailable =Selects the Agent that has been available for the longest period. RoundRobin =Selects the Agent based on order, continue order in next call.Serial =Selects the Agent based on order, restart order in next call.LeastCalls =Selects the Agent based on least number of calls today.LeastOccupied =Selects the Agent based on least total handle time today.Parallel = Call all Agents (up to 4 Agents at the same time)Note: Only for audio-calls directly to Teams client. So not available for use in combination with WebAgent and Attendant Console for Dialogue Cloud.Note: With the setting Maxreservations the number of agents that will be hunted can be adapted (Max 4). Note: When hunting 4 agents parallel, make sure you have 4 system endpoints.When Skill scores are used, then the Agent will be selected first based on the score and after that on the hunting method (Except for Round Robin).Default: LongestIdleHuntingPresenceOrderThe order of presence in which to hunt agents.Default order: Available > Busy > Away > OfflineHuntTimeoutThe time (in seconds) that Anywhere365 waits for an Agent to accept the call. If the time is elapsed and the Agent has not accepted the call, the next Agent in line will be hunted.Default: 20IgnoreSkillValuesTRUE = Don't sort Skill scores during hunt.FALSE= Sort Skill scores during hunt.Default: FALSELastQuestionSpeechWaitTimeoutThe time (in seconds) Anywhere365 waits before the IVR Questions are repeated.Default: 5LowestHuntPresence Available = Hunt Agents with the status Available.Busy = Hunt Agents with the status Available, Busy and Away.Away = Hunt Agents with the status Available and Away.Offline = Hunt Agents with the status Available, Busy, Away and Offline.Note: Offline hunting is only available when: The UCC can register the agent.Receive routing information about the Agent.The Agent needs to have a Call Forwarding.Default: AvailableNote: It is important to pay attention to the UCC setting LowestHuntPresence when using Availability and CountDownAvailability Skills. This setting determines which agent statuses will be considered as Available for the skill. For example, setting the LowestHuntPresence to Busy will result in agents with Available, Busy, or Away statuses being counted as Available for the skill.OverflowThresholdThe maximum number of Callers that are in the queue. If the queue is full new callers will hear the Overflow Message after which the call is disconnected. Read more about Overflow Threshold Algorithm.Default: 999PinCode The number the Caller needs to enter before he/she can continue in the UCC.Setting requirements: Must be a number Must be higher or equal to 0 Can't be more than 9 digits.The entry must end with a pound sign (#)QueueBusySpeechWaitTimeoutThe time (in seconds) between the two messages (Queue position en Queue 3) that will be played in the queue.Default: 5QueueBusyTimeOutThe time (in seconds) after which the extra message (Message Busy) will be played in the queue.Default: 60QueueNoChoiceTimeoutThe time (in seconds) after the Call will be disconnected when no choice is made in the IVR.Default: 360SuppressUpdateInQueueSinceForUserActionTRUE = the InQueueSince time will not be updated if the skill change is by user actionFALSE = the InQueueSince time will not be updated if the skill change is by user actionDefault: FALSETransferTimeoutThe time (in seconds) after the transfer will be stopped when there is no accept.Default: 30UnblockAgentTimeoutThe setting 'UnblockAgentTimeout' indicates how long the Agent will be on the blocklist for option 'HuntTimeout', 'Decline', and 'UmVoicemail'.If the value is 0 seconds, the Agent will only be removed from the blocklist when a presence change is detected (similar to DoNotDisturb and TempUnavailable). If the value is greater than 0 seconds, the Agent will be removed from the blocklist with a presence change or when the timeout is counted down, whatever happens first.Default: 0UpdateInQueueSinceOnAutomaticSkillChangeTRUE = The InQueueSince will be updated in case of an automatic skill changeFALSE = The InQueueSince will not be updated in case of an automatic skill changeDefaut: FALSEUseDialToneDuringForwardPlay a dial tone during the dial out when using a Forward Skill.TRUE = Play dial toneFALSE = Remain silentDefault: FALSEWaitForAgentBusyTimeoutNumber of seconds the UCC waits until the Agent turns busyDefault: 90DialerCallbackAllowAgentToMarkCallAsFailedBeforeCustomerAnsweredToggle to allow the agent to mark the call as failed, if the dialing takes to long.TRUE= Agent can mark (* key) the Outbound Dialer session as failed, while dialing the customer.FALSE= Agent cannot mark the Outbound Dialer session as failed, while dialing the customer.Default: FALSECallbackPressKeyOnVoicemailTextToSpeechThe message the agent will hear before the UCC contacts the customer.Default: Press the STAR key to schedule the callback for a retry if the call goes to voicemail.CallbackRetryScheduledTextToSpeechThe message the agent will hear when the agent reschedules a callback with the * key.Default: Scheduled a retry.CallbackWaitUntilAgentReadyThis setting determines if the Dialer waits with calling the Customer until the Agent has signaled she / he is ready by pressing the Pound [#] keyDefault: falseCallbackWaitUntilAgentReadyTextToSpeechThis setting determines what text is spoken to an Agent to explain how they should signal they are ready to start calling the Customer (default: "Press the POUND key to start calling the customer."). This text is spoken only when the setting CallbackWaitUntilAgentReady​ is enabled.EnableAutonomousDialerEnable or disable the Autonomous DialerTRUE= Enable the Autonomous DialerFALSE= Disable the Autonomous DialerDefault: FALSEEnableOutboundDialer Enable or disable the Outbound DialerTRUE = Enable the Outbound DialerFALSE= Disable the Outbound DialerDefault: FALSEMaxDialerSessionsSets the maximum number of sessions (Autonomous Dialer) at the same time. Zero means no limitDefault: 0OutboundDialerDeclineRetryNumber of retries for OutboundDialerCall when callee declines the CallDefault: 3OutboundDialerDeclineRetryTimeNumber of minutes when OutboundDialer should retry a declined callDefault: 15StartAutonomousDialerOnStartupIf true, start the Autonomous Dialer at startup without requiring the start command from a SupervisorDefault: FalseStartOutboundDialerOnStartupIf true, start the Outbound Dialer at startup without requiring the start command from a SupervisorDefault: FalsePlaylistsAgentAcceptDTMFPlayListName The Play List that the Agent will hear when the call is waiting for the DTMF tone of the Agent.OnHoldPlayList The Play List that the Customer will hear when the Agent puts the Call on hold.QueuePlayList The Play List that the Customer will hear during the QueueQMQualityMonitorNoChoiceTimeOutThe # of seconds when the UCC disconnect if the Customer makes no choice in the Quality Monitoring.Default: 60UseQualityMonitorEnable or disable the Quality Monitoring.TRUE = Caller will be forwarded to the Agent Rating after a Call. Note: Question should be created in the Quality Monitoring listFALSE = Caller will be disconnected after a Call.Default: FALSEUseQualityMonitorWithOutboundDefaultEnable or disable Quality Monitoring after a Outbound Conversation.TRUE = Offer QM to the Customer after the OutboundCall is ended.Note: Interceptor should be configuredFALSE = Disconnect after the OutboundCall is ended.Default: FALSERecordingAudioRecordingFormatChange the format of the exports of the recordings (Audio Recording and Voice Mail)Available Option:Wma16KbpsWma48KbpsPcm8KhzPcm16KhzDefault: Wma16KbpsAutoStartDirectInboundAudioRecordingTRUE = Automatically start the recorder for Inbound Intercepted calls to an agent.FALSE = Do not automatically start the recorder, but the Inbound Intercepted agent can start it manually.Note: Setting UseInboundAudioRecording must also be trueFor Bundle DC2024.01 and higher both EnableInboundInterception and UseInboundAudioRecording must also be true. Default: TRUEAutoStartOutboundAudioRecordingTRUE = Automatically start the recorder for Outbound Intercepted calls to an agent. FALSE = Do not automatically start the recorder, but the Outbound Intercepted agent can start it manually.Note: Setting UseOutboundAudioRecording must also be trueFor Bundle DC2024.01 and higher both EnableOutboundInterception and UseOutboundAudioRecording must also be true. Default: TRUECopyRecordingToSharePointLibrarySubFolderFirstLastFIRST = Use the sip-address of the first agent for the Sub FolderLAST = Use the sip-address of the last agent for the Sub FolderDefault: LASTCopyRecordingToSharePointLibrarySubFolderSave the recordings to a sub folder in the Library, the name of the sub folder is based on the Agent address.TRUE = Save recordings in sub folder off of the root of the Recording library.Note: Setting "UseAudioRecording" must be true for UCC calls to be recorded.On Bundle DC2024.01 and higher EnableInboundInterception, UseInboundAudioRecording, EnableOutboundInterception and UseOutboundAudioRecording may also need to be true if Agent Interception is configured and audio needs to be recorded.FALSE = Save all recordings in the root of the Recording libraryDefault: FALSEEnableInboundInterceptionNote: Introduced in DC2024.01TRUE = Will enable Inbound Interception of Calls to the direct number of the agentFALSE = Will not enable Inbound Interception of Calls to the direct number of the agentDefault: FALSEEnableOutboundInterceptionNote: Introduced in DC2024.01TRUE = Will enable Outbound Interception of Calls from the native Teams client (contact list or dialpad) of the agentFALSE = Will not enable Outbound Interception of Calls from the native Teams client (contact list or dialpad) of the agentDefault: FALSESaveRecordingByDefaultEnable or disable if the recording should be saved. Should be combined with the Attendant REST Api.TRUE = Save recording at the end of the conversation.Note: Setting "UseAudioRecording" should be turned onFALSE = Delete recording at the end of the conversation.Note: Setting "UseAudioRecording" should be turned onDefault: TRUEStopRecordingAfterForwardTRUE = Stop the recording after a forwardskill forwardFALSE = Continue the recording after a forwardskill forwardDefault: FALSEStopRecordingAfterTransferWhen a call is transferred, this setting determines whether to stop the recording or continue it. If a blind or consultative transfer is made, the recording can be stopped when the call is transferred to another person. However, if a skill transfer, delight transfer, or leaving a group call is performed, the recording will continue regardless of this setting.To enable or disable this feature, set the value to TRUE or FALSE, respectively. The default value is FALSE, which means that the recording will not stop after a transfer.UseAudioRecording TRUE = All Calls will be recorded and an additional announcement message (Welcome Recording) will be played. From Bundle DC2024.01 and higher: All Inbound calls to a UCC will be recorded. For inbound calls an additional announcement message (Welcome Recording) will be played.FALSE = Call will not be recorded.Default: FALSEUseInboundAudioRecording Enable or disable Direct Inbound Recording of agents with the Interceptor.TRUE = Enable Interception of Direct Calls to the Agent. .On Bundle DC2024.01 and higher will just enable recording of Intercepted Direct Calls to the Agent.FALSE = Disable Interception of Direct Calls to the Agent. .On Bundle DC2024.01 and higher will not enable recording of Intercepted Direct Calls to the Agent.Note: Interceptor must be installed and enabled.Before Bundle DC2024.01 Setting UseAudioRecording should be true if audio of intercepted calls needs to be recorded. On Bundle DC2024.01 and higher the setting EnableInboundInterception must specifically be set to true for agents to be intercepted for inbound calls.Default: FALSEUseTranscriptRecording TRUE = All Transcipts will be recorded.Note: Transcription must be configured, Learn MoreFALSE = Transcripts will not be recorded.Default: FALSEUseTranslationRecording TRUE = All Translations will be recorded. Note: Transcription must be configured, Learn MoreFALSE = Translations will not be recorded.Default: FALSEUseOriginalIdentityWithInboundEnable or disable the identity of the Customer of intercepted Direct Inbound conversations.TRUE = Show Caller sip or number with Inbound dialogue FALSE = Show UCC sip or number with Inbound dialogueDefault: FALSEUseOriginalIdentityWithOutboundEnable or disable the identity of the Agent of intercepted Outbound conversations.TRUE = Show Agent sip or number with Outbound dialogue FALSE = Show UCC sip or number with Outbound dialogueDefault: FALSEUseOutboundAudioRecording Enable or disable Direct Outbound Recording of agents with the Interceptor.TRUE = Enable Interception of Direct Calls from the Agent. .On Bundle DC2024.01 and higher will just enable "recording" of outbound direct calls from an agent when they use the Dialpad in WebAgent or Snapper (requires the setting UseOutboundCalling to be enabled separately), also when they use the native dialpad of Teams (requires EnableOutboundInterception to be enabled separately), and also any outbound call made by a dialer (i.e. campaigndialer and autonomousdialer).FALSE = Disable Interception of Direct Calls from the Agent. .On Bundle DC2024.01 and higher will not enable recording of Intercepted Direct Calls from the Agent, outbound calls using Dialpad in WebAgent or Snapper, or any dialer typeNote: Interceptor must be installed and enabled.Before Bundle DC2024.01 Setting UseAudioRecording should be true if audio of intercepted calls needs to be recorded. On Bundle DC2024.01 and higher the setting EnableOutboundInterception must specifically be set to true for agents to be intercepted for outbound calls.Default: FALSESchedulingReservationSystemLEGACY = Base reservations on the following rules: If the Agent is currently handling an Audio Dialogue, he can not accept any other Dialogues. If the Agent is currently handling >= MaxChatCount Chat Dialogues, he can not accept any other Dialogues. POINTSYSTEM = Base reservations on the points configured in the ReservationPointSystem-list, Learn More If no value is entered the LEGACY value will be assumed.Default: LEGACY SchedulingAlgorithmThe Scheduling Algorithm used by the UCC. This determines the order in which Dialogues are offered to Agents. Possible values: FirstInFirstOut = Dialogues are offered in the order by which they enter the Queue. ServiceLevelAgreement = Dialogues are offered based on time left to meet the Service Level Agreement (less time left will be offered first), Learn More If no value is entered the FirstInFirstOut value will be assumed.Default: FirstInFirstOutServiceLevelAgreementGoalInSecondsDefaultNote: Only used when SchedulingAlgorithm is set to ServiceLevelAgreement.The default value for calculating the Service Level Agreement goal (less time left will be offered first), Learn MoreSLAServiceLevelThreshold1InSecondsIf a Dialogue is answered in less than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the first ServiceLevelAgreement segment, Learn MoreDefault: 20ServiceLevelThreshold2InSecondsIf a Dialogue is answered in less than ServiceLevelThreshold2InSeconds but more or equal than ServiceLevelThreshold1InSeconds the call is considered to be handled according to the second ServiceLevelAgreement segment, Learn MoreFor the best results, the following relationship should hold: ServiceLevelThreshold1InSeconds < ServiceLevelThreshold2InSecondsDefault: 120ServiceLevelFormulaThe Formula used to calculate the ServiceLevelPercentage, Learn MoreDefault: AcceptedSla1 / (Accepted + (Missed - QuickDropped))SpeechSpeechMicrosoftCognitiveApiAuthorizationEndpointThe authorization endpoint for Microsoft Cognitive services.SpeechMicrosoftCognitiveApiEndpointThe api endpoint for Microsoft Cognitive services.SpeechMicrosoftCognitiveApiKeyThe api key for Microsoft Cognitive services.SpeechPreferredVoiceNameThe preferred voice for your SpeechProvider. If not available a fallback will be used. Consult the documentation of your Speech Provider for the (currently) possible values.SpeechProviderSets the speech provider you want to use:MicrosoftSpeechSynthesizer = On-premises text to speech solution.MicrosoftCognitiveServices = Azure cloud service to generate text to speech audio files.GoogleCloudTextToSpeechV1 = Google cloud service to generate text to speech audio files.Transcription and TranslatorAzureKeyTextTranslationServiceAzureKey for the TranslationService API, used for Text Translation Learn MoreGoogleKeyTextTranslationServiceGoogle Translate api key if TextTranslationService is set to Google, used for Text Translation Learn MoreTextTranslationServiceSets the desired text translation service, Learn More. Possible values are Microsoft and Google.Default: MicrosoftTranscriptingKeyAzureKey for the Speech to text API.TranscriptingLocaleLanguage used for transcription withe Azure Speech to text API.TranscriptingServiceRegionThe Region to use for the Azure Transcription Service. If left empty Transcription will be disabled. Can be one of: eastasiasoutheastasia australiaeast northeuropeeastus eastus2 southcentralus westcentralus westus westus2 brazilsouth UserAgentAcceptWithDTMFChoiceThe number the Agent needs to press after accepting a Call.Note: Only works when AgentAcceptWithDTMFEnabled is set to True.Default: 1AgentAcceptWithDTMFEnabledEnable of disable if the Agent enter a DTMF tone (example press 1) after accepting the Call.TRUE = Agent needs to enter a DTMF tone.Note: Use setting "AgentAcceptWithDTMFChoice" to define the DTMF tone.FALSE = Agent is connected to the customer after accepting the Call. Warning: Not supported with Paralell hunting.Default: FALSEAgentAcceptWithDTMFTimeOutThe number of seconds the Agent has to press the DTMF tone.Default: 10AgentCanEditAudioRecordingTRUE = Agent can Stop, Pause and Start recordings using the Inflight Snapper or WebAgent.Note: Setting "UseAudioRecording" must be trueFALSE = Agent can’t influence the recording.Default: FALSEDischargeDuration The time (in seconds) before a new Call will be forwarded to an Agent after the previous Call is finished.Default: 1Note: As of Bundle DC2024.01 the discharge (wrap-up) state will set Teams Presence to Busy. When discharge (wrap-up) state ends Teams Presence will reset back to the Agent's native Teams Presence state.DischargeDurationInterval Note: Introduced in DC2024.01The time increment (in seconds) that an agent can increase their wrap-up (Discharge) time with the buttons in Webagent.Setting the interval to 0 will effectively prevent agents from increasing the wrap-up time (DischargeDuration).Default: 10DisconnectAfterUnsuccessfulTransferTRUE = Disconnect if a transfer fails. FALSE = Return if a transfer fails.Default: FALSEFeedbackAgentsLeftInSkillProvide Feedback when Formal agent stops while last in skill NoFeedback = Sign outWarning = Send a warning message to the agent and sign out the agentConfirmation = Mention he is the last active agent, and ask the Agent to confirm whether he would like to sign outError = Send an error message, and don't sign out the agentDefault: NoFeedbackFeedbackSupervisorForAgentsLeftInSkillProvide Feedback when Supervisor tries to stop formal agent while last in skillNoFeedback = Sign outWarning = Send a warning message to the supervisor and sign out the agentConfirmation = Mention he is the last active agent, and ask the Supervisor to confirm whether he would like to sign outError = Send an error message, and don't sign out the agentDefault: NoFeedbackQuickDropThresholdSecondsIf a Dialogue is dropped by the Customer in less than QuickDropThresholdSeconds the call is considered to be QuickDropped. QuickDropped calls can be ignored in the calculation of the ServiceLevelAgreement, Learn MoreDefault: 5UseOutboundWrapUpEnable or disable discharge duration after Outbound conversations.TRUE = Agent get Discharge Duration after an Outbound conversation.Note: Setting UseOutboundAudioRecording must be turned on.As of Bundle DC2024.01 the setting EnableOutBoundInterception must be turned on instead.FALSE = Agent won't receive Discharge Duration after an Outbound conversation.Default: FALSEVoicemailEnableVoicemailDialogueDialer TRUE = Enables the VoicemailDialogueDialerFALSE = Disable the VoicemailDialogueDialerDefault: FALSEEnableVoiceMailDialerOutsideBusinessHours Enables the Dialer outside Business HoursTRUE = Enables the VoicemailDialogueDialer outside Business HoursFALSE = Disable the VoicemailDialogueDialer outside Business HoursDefault: FALSEVoiceMailDialerDeclineRetryNumber of retries per voicemail per voicemailAgent Default: 3VoiceMailDialerDeclineRetryTimeNumber of minutes when Voicemail Dialer should retry a declined callDefault: 15VoicemailDialerVersionDetermines the version of the Dialer to be used.V1V2Default: V1VoicemailFailedToRetrieveWhen the voicemaildialogueprovider is not capable to the download the voicemail this message will be played to the voicemailagent Default: Failed to retrieve the voice mail.VoicemailMaximumActiveSessionsThe total number of Voicemail Sessions that can be active in the UCC. Once this number has been reached the VoicemailDialer will postpone creating new Sessions until currently active SessionsDefault: 1VoicemailReplayTextToSpeechThe message that plays after the Voicemail Dialer has played the voicemail audio file.Default: Press 9 to replay the voicemail.VoicemailTextToSpeechText to speech when VoicemailAgent answers the hunt from the VoicemailDialogueDialer Default: Welcome. Press one to receive a voicemailVoicemailQueueStrategyDetermines how the Voicemail Session are placed in the QueueProcessTimeProcessTimeLowPriorityDefault: ProcessTimeLowPriority.

   7. Choose if you want to Anonymize Data of a specific usergroup.

      • You can choose between No (default), Agents, Callers or both Agents & Callers.
        During the anonymization the Uri (Sip address or Telephone number) will be replaced by [sip:/tel:][Unique anonymous ID][top-level domain]
        

   8. Enter the value (in seconds) for Service Level Agreement

      1. Used in calculating the SLA percentage for inbound dialogues or hunts, and in Agent overview to show the amount of hunts inside this number of seconds.

   9. Enter the value (in seconds) for Service Level Agreement 2

      1. Used in calculating the SLA2 percentage for inbound dialogues or hunts, and in Agent overview to show the amount of hunts between SLA and this number of seconds.

   10. Enter the value (in seconds) for the Quickdrop threshold level

       1. Used to calculate which missed dialogues should be marked as quickdrops. These will dialogues or hunts will be excluded from the SLA calculation.

   11. Enter the Frequent Contacts threshold to use

       • Used in the Frequent Contacts calculation. Calculates the total number of callers that have contacted your contact center more times than the set Parameter.

   12. Enter the Frequent Transfers threshold to use

       • Used in the Frequent Transferees calculation. Calculates the total number of calls per transferee with more calls than the set Parameter.

4. Load the template

5. Log on to the selected database if asked for your credentials. You can chose one of the following options:

   1. Window = Use the account that is currently signed in to connect to the database.

   2. Database = Use a SQL account to connect to the database.

   3. Microsoft account = Use a Microsoft Account. to connect to the database.

6. Validate that the data is loaded. If not, see Power BI template Operation Basics to troubleshoot.

7. Save the report.