Inflight Snapper

Note Workstreampeople has no in-depth knowledge on Citrix and therefore is not able to assist on issues related to Citrix.

Introduction

The Inflight Snapper provides everything you need to become an 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. Agent or Supervisor, wherever you are. Extend the Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. and Microsoft Teams client with Anywhere365 information, via the toolbar you have access to the:

  • Dashboard - Quick Overview of the UCC.
  • Agent Overview - presence, picture, name and reason code (when applicable).
  • Calls Overview - real-time overview of all current calls connected to the UCC, including queued calls.
  • Settings - manage the Inflight Snapper options.

 

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Features Values

Note: Some features require 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)

Workgroup

Small Business

Corporate

Enterprise

Enterprise Plus

 

Characteristics

Anywhere365’s client software supports multiple languages.

To make the installation even easier, The Anywhere365 CoreThe Core is the center of Anywhere365. It manages all the Dialogues., SharePoint TemplateSettings and Content Management for Anywhere365, based on SharePoint server or SharePoint Office 365 and Client Software can be installed by using an installation wizard.

The Anywhere365’s clients are supported in Windows 10.

Anywhere365 doesn’t work exclusively with Skype for Business clients, it also works with Microsoft Teams. This way you can integrate your Microsoft Teams users into your contact center

Agent Management

Anywhere365 distinct two different call agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. and (2) Informal AgentsWhen a person is set as Informal Agent it is always an Agent in the Agent circle.. An informal agent is connected to the UCC once he/she is logged in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by sending commands to the Skype for Business or Microsoft Teams client or use the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.

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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.

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Dialogue Intelligence

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's shows which agents are connected to the UCC together with their presence status.

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Ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played. Based on the incoming call or hunted agent, it might be helpful to record the full engagement between the agent and the caller, including the exact sequence of events; the full screen of the caller is recorded for the duration of the call and stored in SharePoint for easy access. This is ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played.

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Agent Functionality

Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time after a call to finalize the administration. During this time call agents will not be hunted for new calls, though its presence status will be available.

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Available Languages

The Anywhere365 Inflight Snapper is available in the following languages:

Dutch

English

German

French

Spanish

Danish

Swedish

Norwegian

Italian

Portuguese