Core User Guide
User Roles
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Agents are the contacts 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. that are approached, through 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. addresses or phone number, by Skype for Business / Microsoft Teams to speak to customers.
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The Supervisor functionality of AnywhereNow is useful to train new co-workers, review conversations, or providing support during Calls.
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The Trainer Trainee functionality of AnywhereNow is useful to train new co-workers.
(This functionality is not available in Dialogue Cloud) -
Voicemails agents are used for the Voicemail Dialer.
(For information about Voicemail Dialer v2, Learn More) -
SkillPerAgent is the link between Agents and Skills. Hunting an Agent will be impossible if the needed Skill is not linked to an Agent.
User Input
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Adaptive Cards can be used as pre-programmed UI components for WebChat 2.
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Reason Codes are pre-defined selectable statuses displayed in our applications to show an Agent activity beyond Microsoft Presence (like lunch or interview).
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CallClassifications are pre-defined selectable tags which can be added to each conversation using the WebAgent.
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Canned Responses can be used as pre-defined responses in the WebAgent when using a DialogueManager Channel (Chat, e-mail, WhatsApp).
Dialogue Intelligence
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Call Summary shows a list of all Calls.
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In this list the missed calls of today are displayed.
UCC Config
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Endpoints can be used to define side insteps for SIP addresses at any point in the IVR 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. or redirect this Call to another SIP address immediately.
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Plugin Attributes are used configure attributes fields and behavior.
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Plugin Settings are used by the settings for configuration.
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Plugin Flow Settings are for specific plugins. This enables you to configure the flow of the plugin.
UCC General
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The UCC settings are used for configuring a single UCC.
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Business hours are the configurable times, which set the availability of the UCC.
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A holiday is a selected period when the UCC is closed. In this case, the Business hours will be overruled.
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Timer Jobs can be used to change the configuration of AnywhereNow on set points of time.
(This functionality is not available in Dialogue Cloud)
Actions
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With the standard Skill, Agent can be added with different Skill values. Based upon the presence and Skill value an Agent will be hunted.
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A Chat Skill is the same as a standard Skill, only will Chat be used as dialogue channel.
(This functionality is not available in Dialogue Cloud) -
The Availability Skill checks if Agents meet the set minimal presence. If the check comes back negative the Skill is changed to the selected escape skill.
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Here Agents with the Skill value of 100 will be hunted, till the Countdown is started. After that the skill value of the agents being hunted will be lowered till reaching zero.
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The Countdown Availability Skill is an combination on the Countdown Skill and the Availability Skill.
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Escape Max Queue Size Skill escapes if the max queue size has been reached.
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A Forward Skill is a Skill without Agents, but will transfer a Caller directly to a number or SIP address.
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A Chat Forward Skill is the same as a Forward Skill, only it will forward the Chat dialogue to that SIP address.
(This functionality is not available in Dialogue Cloud)
Dialogue Management
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About Interactive Voice Response (IVR)
IVR allows customers to interact with AnywhereNow via telephone keypad, after which they get redirected to Skill.
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The Quality Monitor can be used to measure the quality of a dialogue, also known as Agent Rating.
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OutboundDialer Calls is the list of numbers which are needed to be Called in the Outbound Dialer (i.e. the agent is called first)
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AutonomousDialer Calls is the list of numbers which are needed to be Called in the Autonomous Dialer (i.e. the customer is called first)
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Inbound / Direct Routing, also known as C-Level Routing, is when an Agent is called directly.
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UCC Routing can be used to change the behavior of the Contact Center when a certain address / URI is recognized.
Content Management
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Audio files are recorded questions that can be used within the IVR, Queue, Hold or Quality Monitoring.
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Playlists enable the user to create a list with audiofiles which can be used in the Queue, Hold and during the breaking.
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A recording is a recorded conversation between a Customer and an Agent.
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A voice mail is a recorded message of a Call who has selected the voice mail option in the IVR.
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A screen recording is a screen recording when an Agent is contacted by the UCC.
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A screen recording is a screen recording when an Agent calling a customer and is Intercepted.
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Retention Policy is used to clean up old record. For example recordings older the 30 days.
(This functionality is not available in Dialogue Cloud)