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Voicemail Dialer

Note: Previous called the Voicemail Dialogue Provider
Note: An Enterprise license or higher is required to access these features.

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.

Features Values

Note: Some features are only available with specific licenses. These are indicated by 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

 

Agent Functionality

Anywhere365 is based on the Microsoft 365 ecosystem. Once an Agent signs in, he/she is available to receive calls, regardless of his/her workplace or device.

Anywhere365 supports both mobile phones (PSTN Agents - Enterprise). With this feature you can fully integrate mobile users into your contact center.

Dialogue Management

In case the 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. 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.

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