Configuring UCC Endpoints
Introduction
Tip
For step-by-step instructions on creating endpoints in Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments., see Endpoints Configuration.
There are two kinds of endpoints in a 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.:
- Entry points: MainEndpoint and ModalityEndpoints — used for receiving or starting conversations.
- Technical endpoints: DefaultRoutingEndpoint and SystemEndpoints — used for platform-level communication and call control.
An Endpoint is a UCC setting that adds a starting point for a specific 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. URI.
Dialogue Cloud: endpoints are SIP URIs that map to phone numbers.
Endpoints can skip 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 or route a call directly to a Skill. You can also prioritize an Endpoint so that its conversations bypass the queue.
| Type | Description |
|---|---|
| SystemEndpoints | Used to manage the conference (e.g., hunts, transfers, supervisors, trainer/trainee). |
| DefaultRoutingEndpoint | Used by the Inbound Routing for communication between the routing component and the UCC. |
| MainEndpoint | Primary endpoint for communicating with the UCC (e.g., chat commands, welcome flow). |
| ModalityEndpoints | Used as side-insteps (direct entry points) or chat endpoints. Side-insteps can have properties such as Priority, Always open, or Ignore routing. |
Required Endpoint
The following endpoints are required for UCC functionality:
- SystemEndpoints
- sip:[UCC_Address]001@[UCC_Domain]
- sip:[UCC_Address]002@[UCC_Domain]
- sip:[UCC_Address]003@[UCC_Domain]
- MainEndpoint
- sip:[UCC_Address]@[UCC_Domain]
- DefaultRoutingEndpoint (Inbound Routing only)
- sip:[UCC_Address]_dr@[UCC_Domain]
Warning
Never remove or edit the above required endpoints!
Uses for Endpoints
Note
Extra endpoints can be requested via OnePortal.
Side-insteps
Assume a UCC has an IVR with three choices. If you call the MainEndpoint, callers will always enter the IVR. With an additional ModalityEndpoint, you can connect callers directly to one of the choices by selecting the Skill (Enterprise) or the Parent Question when adding the endpoint.
Multiple phone numbers on one UCC
If the UCC needs multiple phone numbers/line URIs, add a ModalityEndpoint with the Parent Question Welcome Message. If you add a LineURI to that ModalityEndpoint, the UCC will have two or more numbers. These numbers can also be used to call out on behalf of that endpoint.
Priority numbers
Warning
Not working (yet) in combination with Dialogue Studio.
To create a hotline for the UCC, configure a side-instep as above and check the Priority option so these conversations are handled first in the queue, taking precedence over calls waiting via non-priority endpoints.
Tip
Priority can be applied on a Skill or a Parent Question.
Always open endpoints
The Always open behavior differs between connect models. To use this endpoint exception with Connect, create a ModalityEndpoint and enable the Always open toggle.
Connect: A side-entry endpoint with Always open enabled can bypass UCC Business Hours and Holidays for incoming voice calls. This endpoint setting does not override TemporarilyClosed or overflow checks. Other routing and flow-entry conditions still apply. Configured outside-hours routing can provide separate exceptions.
Unify: The endpoint's Always open setting does not bypass the UCC opening-hours check for incoming voice calls. If the UCC is closed, it plays the configured closed message and ends the call before starting Dialogue Studio. Do not rely on this setting to send calls into the flow outside UCC opening hours.
Explanation per field
To manage endpoints, The following fields need to be configured.
SystemEndpoints
| Item | Description |
|---|---|
| Title |
The SIP address of the endpoint. |
DefaultRoutingEndpoint
| Item | Description |
|---|---|
| Title |
The SIP address of the endpoint. |
MainEndpoint
| Item | Description |
|---|---|
|
Title |
The SIP address of the endpoint. |
|
EnableRouting |
Select to use the Routing list for this endpoint. |
|
Introduced in DC2025.01a |
WebAgent dialpad calls (or click-to-dial calls from embedded CTI WebAgent) will dial out with the Agent CLID. Important This is only available on Dialogue Cloud V3 on the Microsoft Connect model (i.e. SBC/Direct Routing). |
ModalityEndpoints
Note
Need an extra endpoint? Request it via your OnePortal. See Endpoints Configuration.
After adding an endpoint, the UCC service must be restarted to activate it.
| Item | Description |
|---|---|
| Title |
The SIP address of the endpoint. Warning Title is auto-filled in Dialogue Cloud and should not be changed. |
| Skill |
Select a Skill to route the endpoint directly to that Skill. |
| ParentQuestion |
Select an IVR Parent Question to start at a specific point in the IVR. If the Parent Question contains a Skill, the call will be redirected to that Skill, enabling direct transfer to an agent. |
| Priority |
Mark important endpoints as Priority to handle their conversations first in the queue. Tip Priority is available on a Skill or a Parent Question. Warning Not available in combination with Dialogue Studio. |
| EnableRouting |
Select to use the Routing list for this endpoint. See: UCC Routing |
| Always open |
Connect: With Enterprise licensing or higher, overrides Business Hours and Holidays for incoming voice calls on this side-entry endpoint. It does not override Unify: Does not bypass the UCC opening-hours check for incoming voice calls. |
|
Introduced in DC2024.02 |
Hides this endpoint from the Call on behalf selector in WebAgent. Set to true to exclude the endpoint from the list. |
|
Show Agent Caller ID Introduced in DC2025.01a |
WebAgent dialpad calls (or click-to-dial calls from embedded CTI WebAgent) will dial out with the Agent CLID. Important This is only available on Dialogue Cloud V3 on the Microsoft Connect model (i.e. SBC/Direct Routing). |