Basic Configuration of your UCC
After you have a clear picture on what the 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. needs to do, you can get started.
Login to your new UCC's SharePoint site and get started. If you don't have a new UCC yet follow these instructions first: Install Extra UCC
A good place to start is be setting up the basic configuration.
Introduction
Step 1: Define Skills
The first step is to configure your Skills. If you are planning on using escape Skill, create these first.
More information: Using Skills
Step 2: Add Agents
After you added your Skills, you need to add the contacts who accept the dialogue. Depending on your license these can be agents on-premises or When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC..
More information: Agents
Step 3: Add Agents in Skills
In this step you need to add the right agent to the right Skill. In this step you can also define the priority of agent by using Skill Scores.
More information: Skills per Agent
Step 4: Define Business hours
The UCC can be open or closed, this is defined in the business hours.
More information: Business Hours
Step 5: Define Holidays
Besides Business hours, you can also create Holidays. These are alternative business hours.
Tip
If you want an alternative message on the holiday, this needs to be created in the Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. first.
More information: Holidays
Step 6: Upload Audio files
Before diving into the workflow, it is best to upload the audio files first. If they aren't available yet, you can always add them later.
More information: Managing Audio Files
Step 7: Configure IVR
If this is your first time configuring an IVR in AnywhereNow, it is good to get familiar with the structure of the IVR.
More information: About Interactive Voice Response (IVR)
Step 8: Assign (test) phone number
The final step is optional. You can now already contact the UCC, using the application endpoint in your Skype client. If you do want to assign a phone number, this needs to be done in Skype PowerShell:
More information: Useful (Skype for Business) PowerShell command's
Continue with Additional UCC Configuration