Dialogue Cloud

Dashboard element UCC CONFIG


Add or edit items in the lists below to enable specific platform elements in addition to the Core functionality. Keep in mind that all changes are updates to the system in real-time, therefore wrong entries might cause malfunctions. With this dashboard element you can add additional endpoints or manage your plugin settings and plugin attributes.

To enable features that only apply to a single Anywhere365 contact center, navigate to Settings under 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. GENERAL on your Dashboard.


What exactly does Choice or Order mean?

Some items require the Choice and Order fields to be defined. The Choice will represent the keyboard choice the customer can enter after listening to a question in the waiting queue. This can be either a numeric choice (0-9) or the star (*) or pound key (#). The Order defines the order in which the item will be used for a certain action within a session. Use "0" to start with a new item in an empty list, continue with "1" and so on. Example: creating a new welcome message in the waiting queue (0), the first question (1) that will be played, the second question (2), and so forth. The Order field can also be used in some cases to define the order in which the items should be displayed when shown as columns.


Available configuration in this dashboard element:

Endpoints can be used to manage your Endpoints and to create additional Modality Endpoints

Plugin Attributes can be used to configure attribute fields for plugins

Plugin Settings can be used to enable additional plugins for the Anywhere365 Contact Center

Plugin Flow Settings can be used to configure the flow of specific plugins



Related topics

Additional Configuration Core

Additional Configuration SharePoint Template