Create - Service

Request New Service

To request a 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, navigate to the Customer dropdown to search and select the customer name. Next select the Services menu item and click on the Create New button.

A New pane will be presented in which details need to be filled in about the Service you want to create.

Service Configuration

In the Service Configuration column the Cloud type, region, Bundle version and Concurrent Dialogues must be defined.

Select Cloud

The Select Cloud dropdown expands to a dynamic menu with the following options:

• Direct Routing

  • Select Region

    • West Europe

    • Germany West Central

    • Central US

    • Southeast Asia

    • Australia East

  

• Federation When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC.

  • Select Region

    • North Europe

    • Eastern US 2

  

Select Bundle

The Select Bundle dropdown will show the three latest GA supported Bundles (N, N-1 and N-2) to select from.

Concurrent Dialogues

In the Concurrent Dialogues section, you can configure how many of the purchased Concurrent Dialogues you would like to distribute to this UCC Service:

Presence Configuration

The Presence Configuration section is for setting up the two separate Microsoft Graph presence actions we support (GET and SET) from our various plugins and services.

The upper part is a dynamically interactive menu which allows you to:

1. Enter a New Tenant Id to collect Graph Presence information from (This could be either a new customer or a separate Microsoft 365/Teamstenant for which an exsiting customer wants to

   

2. Select from pre-existing tenant defined in an earlier stage for an existing UCC Service.

   

3. Enter the Client Id of the Microsoft Graph Presence Source (GET) App set up for AnywhereNow, see: Microsoft Entra Id App Registration setup

   

4. Enter the Graph User Credentials (Username and Password) of the useraccount set up for Graph Presence GET, see: User Account

   

The bottom section (Below the Use Graph Presence Publisher toggle) allows you to:

1. Enable the Presence Publisher

   

2. Enter the Microsoft Entra Id Application Credentials (TenantId, ClientId and ClientSecret) to allow Application access to SET Presence, see: 1. Microsoft Entra Id App Registration Steps

   

Routing Configuration

The Routing Configuration section allows to setup the SBC required to connect, and add optional administrative/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. header tags, required to a customers Direct Routing Microsoft Phone system to AnywhereNow Dialogue Cloud.

SBC Configuration Details

If you already have an existing SBC configuration (super trunk etc.) please select it from the list:

If your SBC configuration is not in the list a new one can be configured in the OnePortal Configurations menu. See: Create new SBC Configuration

Once all fields are selected and the SBC configuration is selected then click the “Save” button: