How to redirect direct calls

Introduction

In the following scenario we will show you how to setup Inbound Routing Rules for 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..

This scenario can be useful when you don't want agents be contacted directly.

Requirements

• A default configured UCC, with:

  • Agents

  • Using Skills

  • Skills per Agent

• Interceptor 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. installed and configured.

  • Install Interceptor

Configure

1. First make sure you have at least one Skill with at least one Agent in there.

2. Next go the Inbound Routing and add a new rule.

   Inbound Routing

   1. MatchFrom = domain\.extension$

   2. MatchTo = . (or make a unique rule per agent)

   3. Action = Skill

   4. Skill = Skill to redirect to