Additional UCC Configuration
You now have a basic working 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., but AnywhereNow offers more features you can use. The steps below are optional, but good to go through because it will enhance your contact center.
Step: Add Supervisors
Supervisors allow you to listen in on conversations and help / train co-workers.
The following training video provides you with an overview of how to work as a supervisor:
More information: Supervisor fields explained
Step: Add Call Classifications
When using the Extension Window, it is also good to use Call Classifications.
More information: Call Classifications field explained
Step: Add Reason Codes
If interested in storing more details about the agent daily time spending, you can enable reason codes.
More information: Reason Codes fields explained
Step: Add additional Endpoints
Some advanced contact centers may need additional endpoints. For more examples: Uses for endpoints
Note
Additional Endpoints can be requested for Dialogue Cloud through you AnywhereNow partner and will show up in your SharePoint once created.
Step: Configure Routing
Another advance routing feature is UCC Routing and Inbound Routing.
Note
The The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. needs to be configured to use Inbound Routing
Scenarios:
- Redirect direct calls
- Redirect internal calls
Step: Add Playlists
Playlists enable the user to create a list with audiofiles which can be used in the Queue and Hold.
More information: Configure music on hold
Step: Setup Quality Monitoring
The Quality Monitor can be used to measure the quality of a dialogue, also known as Agent Rating.
More information: Quality Monitoring fields explained
Step: Fine-tune settings
AnywhereNow offers a lot of setting you can use to fine-tune you UCC. Below a list of important settings to have a look at (in order of scope):
| Setting | Description |
|---|---|
WriteSummaryToSharepoint |
If true, call details will be written to SharePoint in "Call Summary" and "Missed Calls Today". |
CultureInfo |
The language in which the Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Questions are spoken when using Text-To-Speech. |
UseImpersonation |
If true, contact card of the Caller is shown during hunt and forward. (Instead of UCC) |
HuntingMethod |
This setting indicates the hunting method to find Agents. |
HuntTimeout |
The time (in seconds) that AnywhereNow waits for an Agent to accept the call. |
OverflowThreshold |
The maximum number of Callers that are in the queue. |
QueueBusySpeechWaitTimeout |
The time (in seconds) between the two messages (Queue position en Queue 3) that will be played in the queue. |
QueueBusyTimeOut |
The time (in seconds) after which the extra message (Message Busy) will be played in the queue. |
OnHoldPlayList |
The Play List that the Customer will hear when the Agent puts the Call on hold. |
QueuePlayList |
The Play List that the Customer will hear during the Queue |
UseQualityMonitor |
If true, caller will be forwarded to the Agent Rating after a Call. |
UseAudioRecording |
If true, all Calls will be recorded and an additional welcomes message (Welcome Recording) will be played. |
DischargeDuration |
The time (in seconds) before a new Call will be forwarded to an Agent after the previous Call is finished. |