Dialogue Cloud

On Premises

Add Extra UCC to Snapper

Tip

The Snapper support 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. auto-discovery, if this is activated on one UCC the rest will be automatically filled in.

  1. Start the Snapper

  2. Open the Settings

  3. Open the UCC Config tab

  4. Click the "Add UCC" button

  5. Fill in the field (most field are already pre-filled based on the current UCC)

    1. UCC Name = UCC Application Id, can be found on the UCC Settings Page.

    2. UCC Url = Server URL of the AnywhereNow Server.

  6. Click on the "Save" button