Dialogue Cloud

On Premises

WebAgent Consultative Skill Transfers

Introduction

In the WebAgent you can do a blind transfer to another Skill via the Skill Transfer action. But did you know you can also do Delight Consults and Consults to other Skills? By using (Side-instep) Endpoints, every Skill that can be reached via an Endpoint becomes available for Delight Consults and Consults.

Step 1: Making a Skill reachable via an Endpoint

Note

If your Skill is already available via the Main Endpoint (main number of a 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.), you can skip this step.

To start you first need an endpoint, this can be requested via your AnywhereNow representative.

Make sure the newly created Endpoint is configured as a Modality Endpoint and assign the preferred Skill.

Tip

If you want your Skill to be available 24/7, you can enable the "Always on" setting on the Modality Endpoint.

Step 2: Make the Endpoint search-able via the WebAgent

To make it search-able in the WebAgent, you can choose 2 options:

Option 1: Organizational Contact

To be able to find UCC endpoint as a contact in the Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) via Microsoft Graph. To do this you need to:

  1. Navigate to Microsoft 365 Admin Center

  2. In the left side menu, select Users, and Contacts

  3. Select Add a contact

      1. Display name = Name you want to search on, for example, UCC Golive

      2. Email = Can be any email address, for example, ucc_golive@domain.com. Note that this email address will not be used.

      3. Under Profile info, enter the Office phone and enter the number that is assigned to the Endpoint

  4. Select Add

Option 2: User account

To be able to find UCC endpoint as a user in the Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) via Microsoft Graph. To do this you need to:

  1. Navigate to Microsoft 365 Admin Center

  2. In the left side menu, select Users, and Active users

  3. Select Add a user

      1. Basics

        1. Display name = Name you want to search on, for example, UCC Golive
        2. Username = Can be any name but we recommend using the same name, for example, ucc_golive@domain.com

      2. Product Licenses = Assign the user a license that contains the "Exchange Online" app.

        Note

        Exchange Online is needed to be able to find the user via the Microsoft Graph People API.

      3. Save the users

  4. Select the user and select "Manage contact information"

  5. Enter the Office phone and enter the number that is assigned to the Endpoint

Note

The synchronization could take up to 24 hours.

Step 3: Performing the Consultative Skill Transfer

When performing the steps in Transferring calls, you can now search for the newly created endpoints and perform the transfer you want to perform.

Limitation

Know that you can only reach a Skill on a different Endpoint than the Endpoint you are connecting to. This is the same as trying to add your own phone number while already on the call.

Scenario 1: Trying to consult the same endpoint.

  1. The conversation started on the Main Endpoint of UCC 1

  2. Agent 1 accepts the conversation in the WebAgent

  3. Agent 1 searches for the Main Endpoint of UCC 1 and tries to transfer.

Result: This will fail because the conversation is already connected to the Main Endpoint of UCC 1

Scenario 2: Trying to consult another endpoint.

  1. The conversation started on the Main Endpoint of UCC 1

  2. Agent 1 accepts the conversation in the WebAgent

  3. Agent 1 searches for the Modality Endpoint 1 of UCC 1 and tries to transfer.

Result: This will work because this endpoint is not yet connected to the conversation.