Interceptor interception behavior explained
Introduction
When using 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., you may encounter multiple interception scenarios. The following effects need to be taken into account:
-
Inbound Interception
- From DC2024.01 or higher, (Setting:
EnableInboundInterception) - Prior to the DC2024.01 update, (Setting:
UseInboundAudioRecording)
- From DC2024.01 or higher, (Setting:
-
Outbound Interception
- From DC2024.01 or higher, (Setting:
EnableOutboundInterception) - Prior to the DC2024.01 update, (Setting:
UseOutboundAudioRecording)
- From DC2024.01 or higher, (Setting:
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 |