Configure Direct Call Interceptor for Inflight Snapper

Introduction

The DCI (Direct Call Interceptor The 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.) offers the functionality of the Interceptor to customers who are federated When using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. 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 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). An 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., 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.