Core User Guide

Dialogue Management

• About Interactive Voice Response (IVR)

  IVR allows customers to interact with AnywhereNow via telephone keypad, after which they get redirected to Skill.

• Quality Monitoring

  The Quality Monitor can be used to measure the quality of a dialogue, also known as Agent Rating.

• OutboundDialer Calls

  OutboundDialer Calls is the list of numbers which are needed to be Called in the Outbound Dialer (i.e. the agent is called first)

• AutonomousDialer Calls

  AutonomousDialer Calls is the list of numbers which are needed to be Called in the Autonomous Dialer (i.e. the customer is called first)

• Inbound Routing

  Inbound / Direct Routing, also known as C-Level Routing, is when an Agent is called directly.

• UCC Routing

  UCC Routing can be used to change the behavior of the Contact Center when a certain address / URI is recognized.