Dialogue Cloud

What's new in Inflight Snapper 8.4

Available in bundle: DC2021.05

Introduction

The below a details of new features that are added to the Inflight Snapper.

 

Show Display name of UCC in Snapper

When a display name has been set for a 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., it will be shown in the Inflight Snapper. This replaces the UccName/UccId that was shown before. This change allows for more natural language in the Snapper interface, like using spaces in a UCC name.

 

 

Revert “Not able to call” when formal agent is offline

Snapper 8.3.3 introduced the requirement for a formal agent A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. to be online to be able to make outbound calls. This has been reverted. It is possible for formal agent to be offline to prevent being hunted for incoming calls, yet be calling outbound to perform investigative work (for example).