Interceptor User Guide

Note

Some of the following features are only available when using an Enterprise license. If you do not have an Enterprise license, contact the Project Lead or Sales person of AnywhereNow.

Interception Behavior

Below a table with the expected behaviors in which 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. the dialogue will be intercepted:

		UCC 1	UCC 2
From	To	Setting: EnableOutboundInterception	Setting: EnableInboundInterception	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 )

Note

A Corporate license or higher is required.

For inbound recording, no 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 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.

Note

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

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)

Note

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

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.