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 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 federatedWhen 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 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., 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.