Dialogue Cloud

On Premises

Install Interceptor

Note

An Enterprise license or higher is required to access these features.

Preparation

Before initiating the installation, it is important to understand that the 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. is only compatible with Dialogue Cloud when used alongside Direct Routing. Consequently, this feature is not available when Dialogue Cloud is paired with Federation When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC..

Configure the UCC

When the Interceptor is installed each 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. needs to be configured to use the Interceptor.

SharePoint Configuration - Settings

  1. Navigate to the SharePoint Configuration Page of the UCC

  2. Open the Settings List

  3. (Optional) Add new Item for Outbound Interception

    Note

    Prior to the DC2024.01 update, the setting was referred to as UseOutboundAudioRecording

    1. Key =EnableOutboundInterception
    2. Value = true

  4. (Optional) Add new Item for Inbound Interception

    Note

    Prior to the DC2024.01 update, the setting was referred to as UseInboundAudioRecording

    1. Key = EnableInboundInterception
    2. Value = true

  5. (Optional) Add new Item to show Agent identity when calling outbound

    1. Key =UseOriginalIdentityWithOutbound
    2. Value = true

  6. (Optional) Add new Item to show Caller identity directly with inbound calls

    1. Key =UseOriginalIdentityWithInbound
    2. Value = true

  7. (Optional) Add new Item to ignore internal calls (same domain)

    1. Key = InterUserRecordingDisabled
    2. Value = true

The Interceptor always needs setting 'UseOutboundInterception' or 'UseInboundInterception' (or before DC2024.01, 'UseOutboundAudioRecording' or 'UseInboundAudioRecording') . With both on false, the Interceptor won't intercept any calls going in or out the UCC.