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 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 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.)
Anywhere365 is entirely based on Microsoft Ecosystem . Once an Agent logs 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 (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. 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 in a later stage.