Interceptor
Prerequisites
Licensing prerequisites
An Enterprise license or higher is required to access these features.
Your subscription may already include the required entitlements. Contact your AnywhereNow representative if you are unsure whether your subscription includes these features.
Introduction
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. is a Dialogue Cloud feature that monitors all the calls coming through. When it notices a call going to or coming from an Agent it will spring into action. By intercepting that call and redirecting it via a Dialogue Cloud 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. it lets you manage the Direct Inbound and Outbound dialogues of the Agents.
For example for Recording, Reporting and Routing to another Agent or 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..
