View (and edit) - Contact Centers (UCC's)

View and search UCC's

Searching and Selecting a UCC

By clicking on this link, you will be able to see all the UCCs requested and delivered to your customer.

1. Select your customer name

2. click on Contact Centers

3. If necessary filter on (part of) 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. name

4. Click on the desired UCC

The details and configuration option for that specific UCC will be shown in the expanded panel on the right hand side.

Contact Center Details Panel

The Contact Center Details Panel will show 4 panes which show configuration details or allow configuration options

1. An Identity and Actions pane: This shows the Name and status (online or offline) of the UCC and provides two drop down menu's for altering details specific to a UCC (i.e. not on UCC Service level).

2. A Contact Center Information pane: This pane provides a snapshot information on some global but important configuration metrics and standards for this specific UCC.

3. An Active Features pane: This provides an overview of activated features and integrations for this UCC. An Add Feature button opens a menu to add additional features.

4. An Endpoints pane: This provides a list of configured PSTN Endpoints with their associated Display Name and Line Uri (telephone number). Additional endpoints can be added, edited and deleted.

Action Buttons

There are three action buttons for each UCC

Editing a UCC

You can update various features of a UCC (like display name, telephone number, additional endpoints, additional features or even delete a UCC.)

Add Features

In the Active Features pane,the Add Features button will allow you to select any additional feature(s) to this UCC:

When WebAgent for Omnichannel Communication is selected (may require additional licenses) an additional selection of Dialogue Manager Integrations can be selected.

Endpoints Configuration

Below this section you will see your (additional) UCC endpoint table for adding additional endpoints:

To Add an additional endpoint, please add:

• the endpoint Name (1)

• optionally the endpoint Display Name and,

• optionally the endpoint phone number or LineURI - (in E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) format) including "tel:"

When new endpoint details are added to the table remember to press the save button (4) before pressing the submit button.

Once the endpoint has been added and/or created in your UCC you can still:

• Edit your Display Name

• Edit your LineURI

• Delete the Additional Endpoint

Deleting UCCs

At the top right of the screen, you can also choose to delete the UCC. Please note this is a UCC that is in production, so be very sure that the customer wants this UCC deleted before carrying out this process: