Core FAQ
Microsoft Teams Presence Source
Q: Where can I find my Tenant ID?
A: Login to the Azure Portal and navigate to Formerly known as Azure Active Directory (or Azure AD, or AAD). Your tenant ID is visible on the overview page of Microsoft Formerly known as Azure Active Directory (or Azure AD, or AAD) tenant.
Q: What is the default API limit?
A: Maximum of 650 user IDs are supported per API request.
The maximum request rate of this API is 1500 API requests in a 30 second period, per application per tenant.
This is based on the official Microsoft Graph Documentation.
Q: Why is permission Directory.Read.All required?
A: The 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. has to query the domains in the tenant. This can only be done with the Directory.Read.All permission. The permission is not used to query any other information.
Q: Why is permission User.Read.Basic.All required?
A: To improve performance, the user basic information is stored in a cache file on disk in the UCC's cache folder. Using a cache has the advantage that the UCC doesn't have to rescan the Microsoft Entra ID after a restart. The following user information is stored in the cache file:
- UserId
- DisplayName
- TenantId
- UserPrincipalName
- GivenName
- OfficeLocation
- SurName
Q: Why is permission Presence.Read.All required?
A: Without the permission, the UCC cannot query the user's presences.
Q: Where is my authorization information stored?
A: The UCC stores the Graph API refresh token encrypted in the cache folder of the UCC. When the cache is cleared, authorization steps must be performed again.
Q: How long will the authorization be valid?
A: This depends on the tenant configuration. The following is based on the default settings. After the UCC service has stopped, the authorization will be valid for 90 more days. When the UCC is started within 90 days, the UCC will refresh the authorization token and claim another 90 day access. Only when the UCC or presence source has stopped for more than 90 days, the authorization will become invalid and you have to sign in again. The authorization expires when a user account password expires or has changed.
Support
Q:Is it possible to restart just one UCC if I have multiple UCC’s configured and active?
A: No, it not possible to restart just a single UCC if you have multiple UCC’s configured. A UCC consists of multiple components, some shared by your other UCC’s. Shared components will be impacted by restarting individual components which can not be guaranteed to recover after individual restart. The only supported restart is a restart of the entire UCC “service”.
Q:Is it possible to add a new UCC if I already have multiple UCC’s configured and active?
A: Yes, it is possible to add a new UCC if you already have multiple UCC’s configured, running and actively being used. A UCC consists of multiple components, some shared by your other UCC’s, but adding and starting new nodes to these shared components will be not interfere with already handled, running or queued dialogues.
Q: How do I activate Music in the Queue/ on Hold?
A: The music can be activated in 3 simple steps.
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Upload your music file in the Audio filed
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Create a new Playlist and select your music file.
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Create a new setting (QueuePlaylist / OnHoldPlaylist) and select your Playlist.
Q: The DTMF tones send by the agent cannot be heard by the customer. For example to open the gate.
A: You can enable this by adding the setting "EnableDTMFToInitiator" as true in the SharePoint Template Settings list. This will enable that the DTMF tones are also send to the customer.
Q: The customer gets a different agent when I do a consultative transfer to an UCC.
A: This is because the Skype client doesn't do a merge, but disconnect the call and setups a new call to the UCC.
To solve this, instead of using the consult option in the client, call the UCC from the client (this will put the customer on hold) and use the transfer button.
Q: Call gets hung-up after 90 seconds
A: This is caused because the agent's presence didn't turn busy. Alternatively if you need a workaround,you can set WaitForAgentBusyTimeout to a very high value (for example; 86400 seconds (24 hours).
Q: When I search for SSML samples, all samples are wrapped in a speak node. Why do I not see these in the AnywhereNow Prompt Language Samples?
A: The speak root node together with the xml document header can be rather bulky, so AnywhereNow Prompt Markup Language infers it based on your UCC configuration.
The following configuration
The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings expands automatically to something similar to the following (exact details depend on your UCC settings):
<?xml version="1.0"?> <speak version="1.1" xmlns="http://www.w3.org/2001/10/synthesis" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.w3.org/2001/10/synthesis http://www.w3.org/TR/speech-synthesis11/synthesis.xsd" xml:lang="en-US"> The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings </speak>
Q: When I search for SSML samples, the title attribute is never mentioned as a valid attribute for the audio node in the SSML standard. Why not?
A: Different SSML providers have different rules for what types of audio files they allow, and how they should be available. AnywhereNow Prompt Markup Language adds an additional title attribute to the audio node that is interpreted by the AnywhereNow rather than the SSML provider. This allows AnywhereNow to also play files from your SharePoint Library.
Q: How many concurrent dialogues are allowed?
A: Your AnywhereNow Dialogue Cloud service supports the number of concurrent dialogues as agreed upon in your contract.
During initial setup (or when upgrading), your AnywhereNow Partner or implementation specialist can help you to make an estimate of the optimal number of concurrent dialogues per UCC Services.
Every session on a UCC is counted as a concurrent dialogue. This includes all session types such as regular inbound UCC Calls, Intercepted Inbound or Outbound calls, as well as any call triggered via a Dialer.
Please note that an audio session which is transferred from one UCC to another (from UCC1 to UCC2 for example) will be counted as two concurrent dialogues.
Concurrent Dialogues are implemented per UCC service per region.
Once the maximum number of concurrent dialogues is reached no new dialogues will be established until an existing dialogue terminates.
Additional Concurrent Dialogues can be added via your sales representative, an AnywhereNow Partner or AnywhereNow directly.