Dialogue Cloud

Configure Direct Call Interceptor for WebAgent

Note Enterprise license and higher

Introduction

Before you can use the DCI feature in the WebAgent, you need to setup the Agent for DCI. This is done so only pre-configured agents can make use of this feature.

 

Prerequisites

  • WebAgent Service v 1.15 or higher

 

Configure

  1. A default Skill with the title "DCISkill" needs to be added to the UCC, Learn More
  2. User needs to be configured as Agent in UCC, Learn More
  3. Agent needs to be assign to the "DCISkill" Skill, Learn More
  4. (Optional) Add setting "EnableDtmfInDirectDialerSession" to settings list for DTMF tones to be send to the contact.

 

Configure Plugin Settings

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following settings:

Setting

Value

Scope

DciSkill

DCISkill

WebAgentService