Configure Direct Call Interceptor for Inflight Snapper

Note Enterprise license and higher

Introduction

The DCI (Direct Call 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.) offers the functionality of the Interceptor to customers who are federatedFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. or in a hosted solution. It lets Anywhere365 handle your outbound dialogue, using the Dialpad in the Snapper.

Before you can use the DCI feature in the Inflight Snapper, you need to setup the Agent for DCI. This is done so only pre-configured agents can make use of this feature.

 

Configure

  1. A default Skill with the title "DCISkill" needs to be added to the 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., Learn More
  2. User needs to be configured as Agent in UCC, Learn More
  3. Agent needs to be assign to the "DCISkill" Skill, Learn More
  4. (Optional) Add setting "EnableDtmfInDirectDialerSession" to settings list for DTMF tones to be send to the contact.