Note Previous called the Voicemail Dialogue Provider
Note Enterprise license and higher
When the Anywhere365 Unified Contact Centre is not within business hours, callers have the option to leave a voice mail message. This voice mail message is automatically stored into SharePoint. The Anywhere365 Voicemail Dialer lets you distribute all incoming voicemails to agents, to instantly handle these messages. The Voicemail Dailer automatically handles all the voicemails that are expressly listened. If an agent does not completely listen to the voicemail, it won't be given the handled state and is therefore automatically delivered to the next agent in line.
Note: Some features 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 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.)
Anywhere365 is entirely based on Microsoft Ecosystem . Once an Agent signs in, he/she is available to receive calls, regardless of its workplace or device.
Anywhere365 supports both mobile phones (PSTN Agents - Enterprise) as well as smart phones with Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. Mobile. With this feature you can fully integrate mobile users into your contact center.
In case the UCC is closed or the queue is too long to serve new customers, it is possible for them to leave a voice mail and send these voice mails to SharePoint automatically. This makes it possible to playback voice mails and serve customers at a later stage.