Dialogue Cloud

Configure Phone-number Region for WebAgent

Note Enterprise license and higher

Introduction

A lot of organizations use the "International Format" or "National Format" in their contact lists, while 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. requires an "E.164 Format". The phonenumber parser parses phonenumbers with a region/country code that can be configured in the UCC SharePoint plugin settings.

 

Prerequisites

  • DC2021.04 or higher

 

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

Description

DefaultPhoneNumberRegion

a valid region/country code, eg "NL" or "US"

WebAgentService

The region/country code to be used when parsing phonenumbers.

If the setting is not set in the UCC, then it is set to the default region "ZZ".