How to configure Skype chat
Note
A Small Business license or greater is required for these features.
Introduction
In the following scenario we will show you how to setup Skype chat.
This scenario can be useful when you want internal users using chat to connect with your contact center.
Requirements
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A default configured 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.
Configure
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Create Endpoint
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Create Chat Skill
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Add Endpoint to Endpoint list
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Title = sip:[Endpoint Uri]
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Action = Skill
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Modality = Chat
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Skill = Created Chat Skill
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Restart UCC
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Assign Agents to Chat Skill
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