Dialogue Cloud Design, Planning, Capacity and Limits

Introduction

AnywhereNow in Dialogue Cloud is built up of several components and sized for an estimated usage model. As with any multi-component platform, combinations and usage variations (volume, frequency, duration, span, etc.) will influence maximum capacity, some are hard limits and some may be considered soft limits. We understand that predicting load and usage upfront is not always possible, so to give clarity on how various customer instants, services, Ucc's and concurrent calls should be interpreted for scoping and design we provide this overview. If in doubt whether your model approaches or slightly overdrafts these mentioned limits please contact your AnywhereNow representative to discuss anticipated platform behavior or help with alternative designs. We typically allow for some overdraft of these limits to not impose hard blocks on your operations and service, but they may be a prelude to re-scoping your design.

Schematic Overview

Region

Each AnywhereNow-customer needs at least one Dialogue Cloud Instance in a region in which they wish to deliver a Dialogue Management platform to their end-customers. Each regional Instance will need to contain at least one 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. Service, and each UCC Service will need to contain at least one UCC. In case of a Teams Direct Routing telephony connection for your customers phonenumbers to enter Dialogue Cloud, a paired SBC link is required from a customers SBC to a specific Dialogue Cloud Regional SBC.

Dialogue Cloud Instance

A Dialogue Cloud Instance is administrative on one side (to uniquely identify each customer). But for a specific set of customer applications (like Dialogue Studio, WebAgentService, Dialogue Manager and SBC ID's) it defines a unique set of services specific to that customer, shared by all UCC Services for that customer.

UCC Service

A UCC Service is the collective of applications and web-services specific to an AnywhereNow-customer.

UCC

Each UCC is a contact center configuration confined by several parameters (like Business hours, TTS language, attached endpoints for phonenumbers, CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. plugins, among many others) not shared with other UCCs for that customer. See this entire Golive website for all available options. A UCC is often analogous to a specific department in a company (i.e. Product helpdesk, or an HR Department hotline) but can just as well be limited to one specific person (Investment Guru Hotline or C-level routing group) where its unique characteristics like a phonenumber or a skill or WebChat channel needs singular control.

Each UCC needs its own UCC Site in SharePoint.

Single vs. Multi Region Deployment

The decision to design and deploy UCC's in just one or across multiple regions depends on your customers Dialogue Management needs. These will vary greatly according to translation of their needs and capabilities of the platform. Two extremes are explained below but anything in between or beyond is possible too.

• If a single channel (i.e one global number voice helpdesk, or one chatline or one e-mail support address) needs to be set-up, then one instance with one Ucc in just one of our regions may be sufficient. Deploy the instance in the region where the most traffic from your end-customers is anticipated. (see customer 1 or customer 3 in schema above)

• If a multiple channels across multiple regions (i.e. voice-lines on multiple numbers and multiple e-mail addresses to serve different products, languages, offices and nations, etc.) are required, then instances in multiple regions are required for the same customer. (See customer 2 in schema above)