Interceptor User Guide
Interception Behavior
Below a table with the expected behaviors in which 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. the dialogue will be intercepted:
| UCC 1 | UCC 2 | |||
|---|---|---|---|---|
| From | To |
Setting: |
Setting: |
Behavior |
| Agent UCC 1 | External | TRUE |
Agent UCC 1 outbound intercepted |
|
| Agent UCC 1 | External | FALSE |
No interception |
|
| External | Agent UCC 2 |
TRUE |
Agent UCC 2 inbound intercepted |
|
| External | Agent UCC 2 |
FALSE |
No interception |
|
| Agent UCC 1 | Agent UCC 2 | TRUE | TRUE |
Agent UCC 1 outbound intercepted |
| Agent UCC 1 | Agent UCC 2 | FALSE | TRUE |
Agent UCC 2 inbound intercepted |
Recording
Inbound recording (Customer > UCC > Agent )
Recording configuration
For inbound recording, no 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 needed. This is a built in functionality of the AnywhereNow UCC application.
If UseAudioRecording is TRUE, then all incoming call accepted by an Agent on the UCC will be recorded.
Direct recording (Customer > Agent)
Important
Only when the customer calls the Agent assigned phone-number.
Recording configuration
For Inbound (direct) recordings, the Interceptor must be installed, Learn More
After installing, the EnableInboundInterception setting can be set to true, so that all direct calls to agents assigned phone-number of that UCC are being recorded.
Note
Prior to the DC2024.01 update, the setting was referred to as UseInboundAudioRecording
Outbound recording (Agent > Customer)
Recording configuration
For Outbound recordings, the Interceptor must be installed, see: Install Interceptor
After installing, the EnableOutboundInterception setting can be set to true, so that all Outbound calls from agents in that UCC are being recorded.
Note
Prior to the DC2024.01 update, the setting was referred to as UseOutboundAudioRecording
Alternatively you can also use Direct Call Interceptor:
-
Via Snapper, see: Configure Direct Call Interceptor (DCI) for Snapper
-
Via WebAgent, see: Configure Direct Call Interceptor / Outbound Calling for WebAgent
Number manipulation
Note
The setting EnableOutboundInterception (or before DC2024.01, UseOutboundAudioRecording) must be true in the UCC where you want to manipulate the number.
Show number of Caller to Agent
Set UseOriginalIdentityWithInbound setting to true.
Show number of Agent to Caller
You can manipulate the caller id of the agent with the setting UseOriginalIdentityWithOutbound.
Important
Using the Snapper or WebAgent to perform a DCI will still use the selected CallOnBehalf Endpoint.
When you want to use the Interceptor only for having outbound, inbound and direct calls in the reports, on the wallboard and if you want to choose which number must be shown(agent or UCC). All Interceptor settings can be applied, except the UseAudioRecording,UseInboundAudioRecording, and UseOutboundAudioRecording (leave it on false). Then all traffic flows through the UCC and the numbers will be manipulated.
Inbound Direct Routing manipulation
Note
The setting EnableInboundInterception (or before DC2024.01, UseInboundAudioRecording) must be true in the UCC you want to reroute inbound direct calls.
The inbound recording functionality of the Interceptor can be used to change the behavior of direct calls. If EnableInboundInterception (or before DC2024.01, UseInboundAudioRecording) is set to true and the agent sip is noted on the Match To column of the Routing list, the direct call can then be rerouted to a certain Question or Skill. Depending on the regex in the Match From column the agent will never be called directly. The Match From can be anything from all calls from a certain country or region (e.g. use: \+31).
If you want all calls to be rerouted except from one origin, use the following regex:
| Match From | Match To | Skill |
|---|---|---|
|
(?s)^((?!31612345678).)*$ |
testuser@domain.com |
TestSkill |
In this example all calls to testuser@domain.com (or his LineUri) will be rerouted to the TestSkill, except calls from the number +316123456789. So this number can call the agent directly without being rerouted.