Dialogue Cloud Incident Reporting Guidelines

• 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. Name:

• UCC Phone Number:

• UCC Region:

• Impact: (e.g.: some agent affected vs. all agents affected; some dialogues affected vs. all Dialogues affected)

• Incident Type (Select one):

  1. Call Routing / Hunt Issue (audio)

  2. Dialogue Provider (Text)

  3. Call Quality Issue

  4. Login Issue

  5. Other / Secondary Functionality (Reports, Recordings, CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. integration, etc.)

• Has this specific scenario ever worked before? Yes / No

  • If yes: When did this issue start?

• Dialogue Studio: Yes / No

  • If yes: Name of the flow involved.

Incident Template

Use the above list and below table as template to facilitate information related to the incident reported. Also include any relevant error, warning, screenshots, etc. 

The more relevant information you can provide, the better.

Information Type	Information Value
UCC Name
UCC Phone
Dialogue Direction (Inbound/Outbound)
Caller / Sender
Callee / Receiver
Date & Time UTC
Agent Sip
Agent Phone URI
Comments

Extra Information for Incident Types 1 or 2

1. Check Presence changes of agent affected in WebAgent, Snapper, or Wallboard.

2. Are presence changes of agents affected reflected in the Anywhere365 Applications?

   • No:

     • Affecting ALL agents in the UCC?

       • Yes: Report incident as P1, include UCC names affected

       • No: Provide SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of agent affected and UCC(s) they are part of

       Note

       It is Important to know if the agent(s) affected is added to more than 1 UCC

   • Yes:

     • Provide details of a call or dialogue example to analyze, using the above table.

Extra information for Incident Type 3 Call Quality / SBC Issues

We have identified the 5 most commonly logged issues. Use these guidelines as a template to report your incident in an efficient manner:

1. Describe the issue:

   • Incident type (select one):

     1. Call Drop

     2. Call Quality (packet loss, delay etc.)

     3. One-Way audio

     4. Call not connecting

     5. Call transfer

   • How was the call initiated?

   • Was the call forwarded or transferred, if yes, how was this done? Using  Webagent or Teams? Was it a blind or consult transfer?

   • Is it a persistent issue or intermittent?

   • How many agents or groups of agents are affected?

   • Is there any trend to this issue (e.g. does the issue appear every time after the exact same time interval?)

   • In the case of One-way Audio, who is not able to hear who?

2. Provide an Example:

Use the following table to provide a call example to analyze

Information Type	Information Value
UCC Name
UCC Phone
Dialogue Direction (Inbound/Outbound)
Caller / Sender
Callee / Receiver
Date & Time UTC
Agent Sip
Agent Phone URI
Comments

3. Provide Details of Investigation on Customer Side:

   • Filtered syslog from customer SBC, including all call legs involved in the call

   Tip

   e.g. incoming leg, agent hunt, etc.

   • Wireshark .pcap capture from customer SBC including RTP media packets.

     Note

     This is required to analyze call quality and one-way audio issues

   You can use the following tools on your side of the audio paths to collaborate with our findings:

   • Teams Admin Centre usage and call analytics reports on the call(s) mentioned

     https://learn.microsoft.com/en-us/microsoftteams/teams-analytics-and-reports/pstn-usage-report#direct-routing
     

   • Sip Trunk call quality reports on the call(s) mentioned.

     https://learn.microsoft.com/en-us/microsoftteams/use-call-analytics-to-troubleshoot-poor-call-quality

Important considerations for SBC configuration on the customer side:

• Anywhere365 only supports A-law and u-law. All other codecs need to be actively removed from the allowed list.

• Client-side Firewall needs to have been checked for un-obstructed passage of audio. Ensure all Firewall rules have been configured as per Anywhere365 technical setup documentation for Dialogue Cloud.
  

• Please also ensure that packet inspection has been disabled for all SIP traffic.

• Check for any SIP trunk issues

If the issues are manifested in a specific client application, additional information specific to that client application is mandatory for proper analysis. Please provide the following details for each application affected.

WebAgent

Client-related information is mandatory when the incident is only happening in WebAgent.

• WebAgent plugin settings information:

  • Has the configuration recently been changed? If yes, please revert the change.

  • Is any other UCC working in this application? If yes, please compare the settings with other working UCC's.

• Test using private browsing, does the issue persist? Yes / No.

• Start browser trace before logging in or replicating the issue and provide the HAR file.

Links for log locations and tips:

WebAgent - FAQ | Anywhere365 

How to collect a network trace | Microsoft Learn

Snapper

Client-related information is mandatory if the incident is only happening in Snapper.

• Snapper settings information.

• Has the application recently been changed? If yes, please revert the change.

• Is it working for any other user? If yes, please compare settings with other users working.

• Copy of content %AppData%\Workstreampeople\Snapper.

• Snapper version.

Link for log locations and tips:

Snapper - FAQ | Anywhere365

Attendant Console for Dialogue Cloud

Client-related information is mandatory if the incident is only happening in Attendant Console for Dialogue Cloud

• Plugin settings information:

  • Has the configuration recently been changed? If yes, please revert the change.

  • Is any other UCC working in this application? If yes, please compare settings with other working UCC('s).

• Has the same scenario been tested with WebAgent? If reproduceable, also provide required extra information for Client Application: WebAgent

• If an application message or error is given, please collect the Application Messages in the Help tab.

• Copy the Support Information and provide this as a text file.

  • This can be collected by following the below instructions:

    1. Picture 1: First click on the Menu (1) and proceed to go to Help (2).
       
       

    2. Picture 2: Hold the CTRL key while (left) clicking on the Help title (1). Then click on the Support Information tab (2) and copy that information.
       
       

Link for log locations and tips:

Attendant Console for Dialogue Cloud - Introduction | Anywhere365

Inflight Wallboard

Client-related information is mandatory when the incident is only happening in Inflight Wallboard

• Logs from the local machine from an agent who is affected, they can be found at:
  %Appdata%\Workstreampeople\Wallboard\

• Which view is being used and what is the issue with the view

• Which UCC('s) and service(s) are impacted by this

• Timestamp of when the issue occurred (Date and Time, specify timezone)

Links for log locations and tips:

Inflight Wallboard | Anywhere365

Power Bi Template

1. PowerBi Template version

2. Download PDF of the report affected

Links for log locations and tips:

Power BI Integration | Anywhere365