Configure Wallboard View 8 (Multi UCC Group)

Introduction

This view is also known as Multi 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). A 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. View (single group).

Preview

Configure

Open the config.xml file, which is located in the Anywhere365 “InFlight WallBoard\I01” folder
The right value for the DefaultView = 8
Make sure the General Settings are as in the example below
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XML
```
 <DefaultView value="8" enabled="true"></DefaultView>
```

Enter the UCC groups.

Note

The same groups as view 3 are used, but only the sub-group

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XML

<uccgroups enabled="true">
 <uccgroup name="Customer group 1" SLA1Label="20 sec" SLA2Label="2 min" Order="1">
 <uccs>
 <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10" DisplayName="UCC1" Order="1">
 <DashboardServer version="1.5" name="ucc_name01" value="http(s)://<FQDN>/DashboardService"></DashboardServer>
 </ucc>
 <ucc SLA1="20" SLA2="120" Skill1Available="60" Skill2Available="60" Skill1Other="10"DisplayName="UCC2" Order="2">
 <DashboardServer version="1.5" name="ucc_name02" value="http(s)://<FQDN>/DashboardService"></DashboardServer>
 </ucc>
 </uccs>
</uccgroup>
</uccgroups>

Make sure the General Settings are as in the example below, number depends on the group you want to see.
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XML
```
 <MultipleUCCGroup value="0" enabled="true" />
```
Replace enter correct UCC name and UCC server
Save the file
Now the Multi UCC View is applied for the Wallboard.

(Optional) Multiview Animation

When adding more groups that can fit on one page, you can enable an animation to switch between groups.

The timing can be controlled with the setting:

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XML

<UCCGroupAnimation enabled="true" value="10" />

Available animations:

Paged (Default) = Split the groups into pages and circulate them.
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XML
```
<MultiViewAnimationType enabled="true" value="1" />
```
RolodexOneItem = Every animation circle, add one row at the bottom and remove one at the bottom.
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XML
```
<MultiViewAnimationType enabled="true" value="2" />
```
RolodexMaxAvailable = Every animation circle, add maximum of unseen rows at the bottom (never more than can fit on the page) and remove the same amount at the top.
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XML
```
<MultiViewAnimationType enabled="true" value="3” />
```