Core User Guide
User Roles
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Agents are the contacts of 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. that are approached, through The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses or phone number, by Skype for Business / Microsoft Teams to speak to customers.
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The Supervisor functionality of AnywhereNow is useful to train new co-workers, review conversations, or providing support during Calls.
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The Trainer Trainee functionality of AnywhereNow is useful to train new co-workers.
(This functionality is not available in Dialogue Cloud) -
Voicemails agents are used for the Voicemail Dialer.
(For information about Voicemail Dialer v2, Learn More) -
SkillPerAgent is the link between Agents and Skills. Hunting an Agent will be impossible if the needed Skill is not linked to an Agent.