Dialogue Cloud

Configure Remote Call Controls for WebAgent

Note Enterprise license and higher

Introduction

Remote Call Controls allows you to use the call controls directly in the WebAgent while using the Teams platform.

 

Prerequisites

  • WebAgent Service v 1.17 or higher

  • WebAgent platform is set to Teams

 

Configure

The Remote Call Controls can be used when the following plugins are configured on 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.:

  1. Call Controls plugin is configured on the UCC, Learn More

  2. EventForwarder plugin is configured on the UCC, Learn More