Configuring UCC Endpoints

There are two kinds of endpoints in 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.:

• Entry points: MainEndpoint and ModalityEndpoints — used for receiving or starting conversations.
• Technical endpoints: DefaultRoutingEndpoint and SystemEndpoints — used for platform-level communication and call control.

An Endpoint is a UCC setting that adds a starting point for a specific SIP 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. URI.

Endpoints can skip IVR 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. questions or route a call directly to a Skill. You can also prioritize an Endpoint so that its conversations bypass the queue.

Type	Description
SystemEndpoints	Used to manage the conference (e.g., hunts, transfers, supervisors, trainer/trainee).
DefaultRoutingEndpoint	Used by the Interceptor The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. for communication between the routing component and the UCC.
MainEndpoint	Primary endpoint for communicating with the UCC (e.g., chat commands, welcome flow).
ModalityEndpoints	Used as side-insteps (direct entry points) or chat endpoints. Side-insteps can have properties such as Priority, Always open, or Ignore routing.

Required Endpoint

The following endpoints are required for UCC functionality:

• SystemEndpoints
  • sip:[UCC_Address]001@[UCC_Domain]
  • sip:[UCC_Address]002@[UCC_Domain]
  • sip:[UCC_Address]003@[UCC_Domain]
• MainEndpoint
  • sip:[UCC_Address]@[UCC_Domain]
• DefaultRoutingEndpoint (Interceptor only)
  • sip:[UCC_Address]_dr@[UCC_Domain]

Uses for Endpoints

Side-insteps

Assume a UCC has an IVR with three choices. If you call the MainEndpoint, callers will always enter the IVR. With an additional ModalityEndpoint, you can connect callers directly to one of the choices by selecting the Skill (Enterprise) or the Parent Question when adding the endpoint.

Multiple phone numbers on one UCC

If the UCC needs multiple phone numbers/line URIs, add a ModalityEndpoint with the Parent Question Welcome Message. If you add a LineURI to that ModalityEndpoint, the UCC will have two or more numbers. These numbers can also be used to call out on behalf of that endpoint.

Priority numbers

To create a hotline for the UCC, configure a side-instep as above and check the Priority option so these conversations are handled first in the queue, taking precedence over calls waiting via non-priority endpoints.

Always open endpoints

To overrule business hours and holidays, create a ModalityEndpoint and enable the Always open toggle. Calls to this endpoint will always follow the open flow.

Explanation per field

To manage endpoints, The following fields need to be configured.

SystemEndpoints

Item	Description
Title	The SIP address of the endpoint. Note The SIP address must already exist (or be created) on the Skype for Business Server.

DefaultRoutingEndpoint

Item	Description
Title	The SIP address of the endpoint. Note The SIP address must already exist (or be created) on the Skype for Business Server.

MainEndpoint

Item	Description
Title	The SIP address of the endpoint. Note The SIP address must already exist (or be created) on the Skype for Business Server.
EnableRouting	Select to use the Routing list for this endpoint.
Show Agent Caller ID Introduced in DC2025.01a	WebAgent dialpad calls (or click-to-dial calls from embedded CTI WebAgent) will dial out with the Agent CLID. Important This is only available on Dialogue Cloud V3 on the Microsoft Connect model (i.e. SBC/Direct Routing).

ModalityEndpoints

Item	Description
Title	The SIP address of the endpoint. Note The SIP address must already exist (or be created) on the Skype for Business Server.
Modality	Use value CHAT if the endpoint is used for Skype for Business chat.
Skill	Select a Skill to route the endpoint directly to that Skill.
ParentQuestion	Select an IVR Parent Question to start at a specific point in the IVR. If the Parent Question contains a Skill, the call will be redirected to that Skill, enabling direct transfer to an agent.
Priority	Mark important endpoints as Priority to handle their conversations first in the queue. Tip Priority is available on a Skill or a Parent Question. Warning Not available in combination with Dialogue Studio.
EnableRouting	Select to use the Routing list for this endpoint. See: UCC Routing
Always open	Overrides business hours and holidays so the endpoint always follows the open flow.
Hide Introduced in DC2024.02	Hides this endpoint from the Call on behalf selector in WebAgent. Set to true to exclude the endpoint from the list.
Show Agent Caller ID Introduced in DC2025.01a	WebAgent dialpad calls (or click-to-dial calls from embedded CTI WebAgent) will dial out with the Agent CLID. Important This is only available on Dialogue Cloud V3 on the Microsoft Connect model (i.e. SBC/Direct Routing).