Configuring UCC Endpoints
Introduction
There are two kinds of endpoints in a 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 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.
On-Premises (Skype for Business): a SIP address can be a phone number or called directly via Skype for Business.
Endpoints can skip 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 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]
Warning
Never remove or edit the above required endpoints!
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
Warning
Not working (yet) in combination with Dialogue Studio.
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.
Tip
Priority can be applied on a Skill or a Parent Question.
Always open endpoints
The Always open behavior differs between connect models. To use this endpoint exception with Connect, create a ModalityEndpoint and enable the Always open toggle.
Connect: A side-entry endpoint with Always open enabled can bypass UCC Business Hours and Holidays for incoming voice calls. This endpoint setting does not override TemporarilyClosed or overflow checks. Other routing and flow-entry conditions still apply. Configured outside-hours routing can provide separate exceptions.
Unify: The endpoint's Always open setting does not bypass the UCC opening-hours check for incoming voice calls. If the UCC is closed, it plays the configured closed message and ends the call before starting Dialogue Studio. Do not rely on this setting to send calls into the flow outside UCC opening hours.
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. |
|
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 |
| 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 |
Connect: With Enterprise licensing or higher, overrides Business Hours and Holidays for incoming voice calls on this side-entry endpoint. It does not override Unify: Does not bypass the UCC opening-hours check for incoming voice calls. |
|
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). |
Endpoint Functionality
Endpoint statuses
The presence status of a UCC endpoint changes with the availability of the UCC.
| Presence | Description |
|---|---|
| ■ Online | UCC Available |
| ■ Away | Outside Business Hours or during Holidays |
| ■ Offline | UCC Offline |
Endpoint display name
By default an endpoint is displayed as a SIP address, but with Skype for Business it is possible to configure a display name.
For details, see Useful (Skype for Business) PowerShell command's.
Endpoint pictogram
AnywhereNow can add a photo to the MainEndpoint that appears in the Skype for Business client.
Change this with the setting Photo. For a custom photo, contact AnywhereNow.
Endpoint Create/Edit/Remove
Endpoints can be created, edited, or removed.
Note
Endpoints should already exist in Skype for Business. See: Create extra Endpoint.
Warning
Updates are real-time; incorrect entries may cause malfunctions.
Create Endpoint
- Open the Endpoint list.
- Select Add new item.
- Enter the required data.
- Select Save.
Note
The UCC must be restarted after adding an endpoint to activate it.
Edit Endpoint
Note
When changing a SIP address, create a new item instead of editing the existing one.
- Open the Endpoint list.
- Select the endpoint.
- Select Edit Properties.
- Update the fields as needed.
- Select Save.
Remove Endpoint
Warning
The administrator is responsible for removing any links with other entries in the database.
- Open the Endpoint list.
- Select the endpoint.
- Select Delete Item.