Feature difference between platform

Anywhere365 is entirely based on Microsoft Ecosystem . Once an Agent signs in, he/she is available to receive calls, regardless of its workplace or device.

Call park is a feature that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set.

When using the interceptorThe Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents. or the Direct Call Interceptor (DCI), the Caller ID presented for calling out can be configured with the following options.

Options:

• The Caller ID of an Unified Contact Center SIP URI, selected by the Agent
• The Caller ID presented is taken from the Agent SIP URI.
• An alternative Caller ID selected by the Supervisor. This alternative ID can be specified per Agent.

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Anywhere365 makes it possible to wrap up a call before the next call is offered to a call agent by setting the discharge duration. The discharge duration is the time needed after a call to finalize the administration. During this time call agents will not be hunted for new calls, though it's presence status will be available.

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Anywhere365 supports both mobile phones (PSTN Agents - Enterprise) as well as smart phones with Skype for Business Mobile. With this feature you can fully integrate mobile users into your contact center.

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Anywhere365 offers an innovative addition to the standard function of taking a call from a colleague; this is only possible if you have the same necessary skills as your colleague. In this way an Agent is able to serve only customers that he actually can help.

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During a consultative transfer the contact center agent can start a conversation to another agent before the call gets transferred, to ensure they are able to take the call.

A direct transfer is when a call or conversation gets directly transferred to another contact center agent, without contacting the other person first. This feature is fully supported by all Anywhere365 applications, including the UCC and Reception Attendant.

An agent can transfer the customer to a Skill. This will put the Customer in that Queue or forward when a Forward Skill is chosen.

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When using the interceptor, the Caller ID presented for calling out can be configured with the Caller ID of an Unified Contact Center SIP URI, selected by the Agent.

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Helping new Agents learn the tricks by using the Trainer Trainee feature. Trainers can invite their Trainees to interesting conversations.

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The architecture of Anywhere365 is based on a distributed environment. Most contact center agents will be set up from the UCC within your organization. When using Anywhere365 in combination with FederationWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC. you can easily add agents working with a SFB or Microsoft Teams account by adding the SIP address to the list of existing agents in your UCC Settings. This allows you to add anyone with an Office365 account to your UCC, for example your ICT partner as a second line help desk.

Anywhere365 distinguishes two different contact center agents: (1) Formal AgentsA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. and (2) Informal AgentsWhen you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution.. An informal agent is connected to the UCC once he/she is signed in, while a formal agent needs to sign in for an UCC in order to collaborate. The use of formal agents makes it easy to switch between different UCCs by sending commands to the Microsoft Teams or Skype for Business client or use the friendly user interface of the Inflight Snapper and help the busiest UCC. Single-sign-on makes it possible to sign in to all the UCCs a formal agent works for.

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Within Anywhere365 it is possible to create groups that consist of multiple Agents with a similar Skill. Based on the presence status of the individual, a group presence status is created. Furthermore Anywhere365 has the unique ability to give the group a name and add a photo.

You can control of the client forward settings like CallForwarding, Delegates and Simultaneous ring should be used when Anywhere365 is contacting the agent.

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PSTN Agents are a new feature in 6.3 that allow you to use a lineURI (e.g., tel:+31612345678) instead of a sipURI as the primary contact for agents (e.g., sip:agent@example.com).

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With Reason Codes Supervisors have more insight on their Agents presence than with the default Microsoft Teams and Skype for Business presence. By using Reason Codes Agents can define their Busy and Away status. This information will be shown in the Anywhere365 Inflight Snapper and in the Anywhere365 Reports.

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With the Remote Presence Change feature, a supervisor in a UCC is capable to change the presence state (available, busy, away) of an Agent in the UCC. Since an Agent can be in more than one UCC and his/her presence is universally applied, the altered presence status affects all other UCCs that this agent might be subscribed to.

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Supervisors of a UCC have the opportunity to generate a list of current calls and monitor them, intervene, whisper to an agent, talk as a conference, take over the call and give back the call to an agent. With reporting from a compliance point of view, all supervisor actions can be made visible in the dialogue timeline.

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With classification you can tag the call during the session, so the manager is able to get more information about each category of call classifications.

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To add extra security to a private UCC, it is possible to enter a pin code before connecting. By adding the setting "PinCode" to the Settings list, the caller will be asked to enter the set of numbers before continuing after the Welcome Message. [For example 1234] Anywhere365 will ask the caller for a pin code, and only if the pin code is entered correctly, the caller can proceed with Interactive Voice Response.

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Anywhere365 uses SharePoint On-premises or SharePoint Online as its configuration panel in order to manage one or more UCCs. In this way it's possible to make changes to your UCC at any time, without the need for technological skills. And because it is real-time there is no downtime while improving your UCC. You can add call agents, change the status of the UCC, and optimize the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. and its texts while staying available for customers. Furthermore, both SharePoint on-premises as well as SharePoint as a service (e.g. Office365), can be used in combination with Anywhere365.

Within the new UCC settings it is possible to set the Time Zone of a specific UCC. So that on one platform with different UCC, running in different areas in the world, but with one server clock time, the UCC is able to correct its own time. A very useful feature for situations like Business Hours, Holidays and Reporting.

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Powerful and actionable Dialogue intelligence capabilities to extract previously hidden dialogue patterns.

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Besides the feature to add the Chat modality, Anywhere365 also provides the feature to log the chat sessions for future references.

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With Anywhere365 it is possible to record direct incoming end-to-end conversations (Customer to Agent) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare or Office365.

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With Anywhere365 it is possible to record end-to-end conversations (Customer to Contact Center) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.

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With Anywhere365 it is possible to record end-to-end outbound conversations (Agent to Customer) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.

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With Anywhere365 it is possible to record end-to-end conversations (Agent to internal colleague) and store them as audio documents on a variety of environments such as: SharePoint, Azure, Local Disk, NAS/SAN, FileShare of Office365.

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To improve the quality of the contact center, it is possible to add Quality Monitoring to the Call flow. This way customers can give feedback on the received service.

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The Anywhere365 Wallboard visualizes the status of an UCC. It lists the incoming calls, along with the choices that are made within the IVR and the wait time of the caller. Furthermore it shows which agents are connected to the UCC together with their presence status.

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In Anywhere365 it is the possibility to aggregate the Recordings. This creates a sub folder for each Agent Recordings. By giving the Agent access to their sub folder, they can listen and learn from their own conversation. The Supervisor can have access to all sub folders and can easily find back the right recording.

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Ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played. Based on the incoming call or hunted agent, it might be helpful to record the full engagement between the agent and the caller, including the exact sequence of events; the full screen of the caller is recorded for the duration of the call and stored in SharePoint for easy access. This is ideal for training purposes or incident and crisis management situations where the sequence of events can be re-played.

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With Anywhere365 Questionnaires it is possible to rate quality after the call is finished. Anywhere365 uses SharePoint Surveys to let the user complete a predefined set of questions regarding the dialogues.

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The Anywhere365 Inflight Snapper let the users choose whether they want to automatically pick-up a call or not.

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ErlangErlang (E) is a (dimensionless) unit that is used in telephony as a measure of offered load or carried load on service-providing elements such as telephone circuits or telephone switching equipment. The Erlang formula is used to calculate the average queue time to determine the number of agents that are required for the desired service level. is a dimensionless unit that is used in classic telephone systems as a measure of supply and demand on telephone circuits or telephone switching equipment. Along similar lines, Anywhere365 uses data mining techniques based on historical dialogue data to forecast expected call center loads.

The routing of the UCC can be based on the presence of the Agents. By adding an Availability Skill the customer can be rerouted to a new location if no agents are available.

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Business hours are the configurable times, which set the availability of the UCC. With the Anywhere365 platform, it is possible to set the Business hours of each separate UCC. Outside business hours an alternative message (Message Closed) will be played and customers can be given the opportunity to leave a voicemail. One day can have multiple Business Hours, for example the morning from 08:00 to 12:00 and the afternoon from 13:00 to 17:00. If the UCC is closed one day, the business hours can be edited, but it is easier to use Holidays instead.

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Reroute calls that were directly sent to an Agent (a director for example) to influence who and who cannot call someone directly.

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With the Skill Countdown feature value of Anywhere365 it is possible to lower the skill value of those Agents, which are present during a short period of time in seconds measured. During that time period the skill value will go from 100% to 1% in steps of the average time period. After the countdown the call can be automatically transferred to another skill, the same skill, or to reach voicemail.

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By combining Anywhere365 with Microsoft Power Automate, the information from the CDR can be used to recognize patterns and reroute based on these patterns.

A holiday is a selected date/time range when the UCC is closed during holidays. In this case, the Business hours will be overruled. It is possible to configure Holidays for each individual UCC. During a Holiday the UCC will play the message closed or an alternative message (Holiday Question) and the customer has the option to choose an action (CallBackThe CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours., Voicemail or Forward).

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Interactive Dialogue Response (IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.) allows customers to interact with a host system via WebChat, after which they can service their own inquiries or will be redirected to an Agent by following the IDR dialogue. All texts within the IDR will be loaded dynamically based on the browser language of the customer. Scripts build according to conversational design principles can be easily created.

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Interactive Voice Response (IVR) allows customers to interact with a host system, after which they can service their own inquiries or will be redirected to a call agent by following the IVR dialogue. Traditionally input is required via the telephone keypad, modern Voice User Interfaces rely on speech recognition, both of which are supported. All texts within the IVR will be loaded dynamically and can be managed real-time by means of text-to-speech and/or audio files. Scripts build according to conversational design principles can be easily created.

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Adding a jukebox to the queue or hold to make the waiting time for the customers as pleasant as possible. With the jukebox feature you can add your own announcements and music.

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The Prompt functionality can be used to trigger specific behavior. If specific information has to be looked up in a database (e.g., customer account number, incident number, etc.) before transferring a dialogue towards a group, skill or specific Agent, the Prompt functionality can be used to trigger specific behavior based on the given information.

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Instead of using the DTMF tones the contact can also use key-phrase speech to make a selection in the IVR.

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Available even when the person is busy or offline. This feature makes it possible for a person signed in to a UCC to be available in certain cases, even when the presence is busy or offline. Think about a Role Model for medical support, with every person with a First Aid (EHBO) certificate into a UCC. When a call comes in out of context of First Aid, the person in a call, will be hunted and get the Microsoft Teams or Skype for Business toastA toast is a Skype for Business instant message notification the user receives on his desktop. invite. Since we support Contextual Display in a toast, the person gets the invite with the Emergency picture and can act directly. Every UCC supports it's own Lowest Presence Hunt value.

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Anywhere365 offers different escape actions while the contact is waiting in the queue. For example the contact can switch queue or leave a voicemail.

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Anywhere365 supports a Routing table in the SharePoint settings. With this table it is possible to regulate, based on a regular expression the number(s) to a specific skill. With this feature you are able to route specific numbers or number plans to specific skills. This feature can be used together with a SharePoint workflow, or an Anywhere365 Timer Job, to schedule a specific situation when specific routing can work. Example: If you expect a customer to call, you would like to route that customer only, based on LineURI of SIP address to a VIP skill. Routing can be managed in the Routing library.

In each line in the Routing a Match criteria can be set, following the order the Match lines will be used. When there is a match, the address will be forwarded to either the Skill or the Parent Question. When forwarded to a Skill the caller will directly enter the queue. When forward is to a Parent Question, the customer will enter the IVR at that point. Since the Skill can be a forward skill too, Anywhere365 is able to redirect a call from a specific number directly to another outbound number like mobile, SIP or PSTN.

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A Side instep to main IVR makes it possible to use an additional phone number for the same callflow.

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A Side instep to IVR makes it possible to skip IVR-steps and fulfill customer needs even faster.

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A Side instep to Queue makes it possible to skip IVR-steps and fulfill customer needs even faster. Besides that it is possible to define contacts that will skip the entire IVR (and its associated queue) and will be redirected to the first available call agent.

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The UCC can behave differently depending on the time of day. A simple example is that the IVR will greet a caller with “Good morning”, “Good afternoon” and “Good evening” at appropriate times. More advanced time-related changes are thus also supported via the SharePoint template of the UCC.

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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 at a later stage.

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There are different strategies to connect a caller to a call agent automatically (so called automatic call distributor (ACDACD stands for Automatic Call Distributor (also known as automated call distribution system) and is a device or system that redirects incoming calls to Agents.) strategies). With Anywhere365 it is possible to choose your own ACD strategy.

(1) Longest Idle - Agent that is idle for the longest period.

(2) Longest Available - Agent that is available for the longest period.

(3) Round Robin - Agent that accepted the least calls.

(4) Serial - Agent based on an ordered list.

(5) Least Calls - Agent that has handled the least calls today.

(6) Least Occupied - Agent that has the lowest handle time.

(6) Parallel - All Agents

(7) Last Agent - Last Agent that had a call with the customer.

(8) Forward to Mobile - Redirect the conversation using the Routing Settings

(9) Countdown - Expand the group based on Skill score and time

(10) Availability - Route the conversation based on Agent availability.

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With CallBack the customer can leave his / her number to be called back by an available agent during business hours.

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Start a chat with a person from a group of (federated) Microsoft Teams and Skype for Business users. Chat functionality is one of the most widely used features of standard Microsoft Teams and Skype for Business. However, in order to establish the connection, the two persons need to be linked. Anywhere365 makes is possible to chat with a group of (federated) Microsoft Teams and Skype for Business users, by initiating a chat with a group instead of a person. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person.

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Anywhere365 is aware of the client capabilities of an Agent and will behave differently based on the provided functionality. Not all devices or applications are able to interact via voice, video, chat, email, etc. As an example, an Agent using a Skype for Business client on a mobile device will have a different set of capabilities compared to an Agent logged in from a desktop computer with the Skype for Business client. Anywhere365 will automatically recognize the agent’s hardware skill set. Skype for Business enabled iPads, Surface Tablets, Android Devices, iPhones or Windows 8 Phones are all supported and part of the capability routing features of Anywhere365.

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The integration between Anywhere365 and Microsoft Teams and Skype for Business makes the presence status of call agents available for your UCC. With this feature you can optimize queues by forwarding calls only to those agents that are available. This results in shorter wait times for customers.

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With QueuedCallbackThe QueuedCallBack feature enables the customer to leave his / her number while waiting in the queue in order to get called back by an available contact center agent. customers can leave their number and disconnect the call, but remain in queue. As soon as it is their turn in queue, an Agent with the appropriate Skill will be hunted. Once the Agent answered he will hear a dial tone and the UCC calls the Customer.

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One of the major advantages of Anywhere365 is Skill Based Hunting. This makes it possible to select call agents based on their skills. This means that customers will be connected to only those call agents that are actually able to help them. This way of hunting is used for Voice, Chat and WebChat.

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Start a call from a website. Call functionality is a widely used features of standard Skype for Business. Anywhere365 can offer this feature to customers directly from a website. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person. During the Chat the dialogue can be expanded with audio.

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Start a chat from a website. Chat functionality is one of the most widely used features of standard Microsoft Teams and Skype for Business. Anywhere365 can offer this feature to customers who don't have Microsoft Teams and Skype for Business. The presence status of the group is determined by the individual members. Once a group chat is started, Anywhere365 hunts an available group member and offers the chat to that person.

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The Extension Window can automatically create new lead in CRM based on the information which is available.

 

Anywhere365 is developed with information sharing in mind. Therefore, it is possible to create an interface between a UCC and any other system. One of the most important interfaces is the one with CRM software. Once a call agent answers a call, and CRM is integrated with Anywhere365, an additional screen pops up and contains all available information of the caller. This might significantly improve the service provided to the caller.

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Anywhere365 recognizes whether the agent uses his headset and will adjust the presence accordingly.