Remote Presence Updater
Note Corporate license or higher.
With the Remote Presence Updater you are able to adjust the presence of the agents within a UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs., directly from your Inflight Snapper.
Note: Some features are only available with the corresponding license, this is indicated by one of the following icons. If no icon is shown, the feature applies to all mentioned licenses below. (Not applicable for basic queue or reception ucc)
With the Remote Presence Change feature, a supervisor in a UCC is capable to change the presence state (available, busy, away) of an Agent in the UCC. Since an Agent can be in more than one UCC and his/her presence is universally applied, the altered presence status affects all other UCCs that this agent might be subscribed to.
The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. and the wait time of the caller. Furthermore it shows which agents are connected to the UCC together with their presence status.