3 Integration prerequisites

3.1 Introduction

This chapter contains the prerequisites that should be met by the customer before a successful integration of the Dialogue Cloud calling services can be implemented.

3.2 Prerequisites for the customer’s Teams Direct Routing

The customer’s Teams Direct Routing service must have been integrated correctly between the PSTN network, the customer’s SBC and the Teams Calling application server.

3.3 Prerequisites for the Teams end-users

Before the AnywhereNow Dialogue Cloud integration can be performed the following prerequisites need to be met for the Teams end-users:

• Each Contact Center Agent shall be provisioned in Teams with a:

  • Teams Phone Standard license (part of different Office365 licenses).

  • PSTN Phone number.

• The user equipment used by the agent, the Teams client needs to be installed and ready for use.

3.4 Prerequisites for the SBC

Before the AnywhereNow Dialogue Cloud integration can be performed properly, the following prerequisites need to be met by the customer SBC:

• The SBC must be fully operational.

• The SBC must be upgraded to the most recent software release.
  Rationale: Less risk for integration issues with AnywhereNow SBC and most probably a lower upgrade risk due to less customer call sessions handled by the SBC before having a full AnywhereNow integration.

• The SBC must be provisioned with sufficient licenses to handle the additional load created by the AnywhereNow service.
  Note: For each call routed via the customer’s SBC towards a 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). 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. and where th call is answered by a Contact Center Agent (call is routed via the customer’s SBC), at least two licenses are required. If e.g. for one incoming call more Contact Center Agents are hunted in parallel or a call transfer is performed, even more licenses are required per UCC call.

If a secure VoIP connection between the customer’s and the AnywhereNow SBC is provisioned (preferred), the SBC shall have a:

• Fully Qualified Domain Name

• Public DNS entry

• Public Trusted certificate signed by a publicly recognized CA (Certificate Authority).

Note:
At the moment of the release of this document the most common SBC vendors with which a successful integration has been performed are (in alphabetical order):

• AudioCodes (different models)

• Oracle - Enterprise Session Border Controller

• Ribbon (different models)

3.5 Prerequisites for Anywhere 365 specific licenses

The following licenses need to be acquired for the described solution:

• AnywhereNow concurrent dialogues