uWebChat Voice hunting & presence — Calling strategies and availability

When a queue receives a call, uWebChat Voice searches for an available agent based on the configured calling strategy. This process is called "hunting". The Microsoft Teams presence (availability status) determines whether an agent can be called.

Microsoft Teams presence

Agent presence is fetched via the Graph API. Without a Graph API connection, presence will not function for MS Teams users.

When an agent is set to Always Available, the Teams presence is ignored and the agent will always be hunted.

Presence and hunting

Notes

• Hunt Agents when Away: Configurable per queue. Useful when users frequently lock their device (Teams automatically sets status to Away)
• Be Right Back: Additional configuration by Universal Cloud may be required
• In a Meeting: An agent can override this by manually changing their presence in Teams

Agents overview

Go to the Agents menu for an overview of all agents.

Agents overview

Per agent you can see:

• Agent: — The agent name (format: email@domain.com)
• Interface Type: — MS Teams or another telephony system
• Number or Extension: — The PSTN number or extension (format: countrycode+areacode+number, e.g. 31261234567)
• Is Always Available: — When True, presence is ignored
• Ring In Use: — Internal setting, keep on true
• Fallback Phone Number: — Number called when the primary number is not answered
• Office 365 User: — The linked Microsoft 365 user (required for presence and Shifts)

Create and edit an agent

Press the plus sign (+) to create a new agent. Use the pencil icon to edit an existing agent.

Edit agent

Connect to Microsoft 365

When adding or editing an agent, the Connect to Microsoft 365 button can be used to link the agent to a Microsoft 365 user. This only works if you have previously connected to the Graph API.

You can search by User Principal Name to find the correct user.