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Dialogue Cloud with Direct Routing

Technical Setup Information
Version 1.4, published 21-03-2022
Document Revision Record

Date & Version Description

15-04-2021 1.0 First Draft
19-05-2021 1.1 - Added extra Graph Info
- Added known bug 1
- Added disable_call_forwarding information
- Added/Changed Feature Support
- Grammar and Spelling rectifications
06-07-2021 1.2 - Added Document Revision Record
- Changed MS Graph Info
o Graph API is not in Beta anymore
o App registration is now mandatory
o Made it its own chapter
- Changed Number Format
o Added domain information
- Added User-Agent information at Feature support in the not Supported
section
o MS-Teams info in User-Agent will result in call drop
31-08-2021 1.3 - Added explicit mentioning there is no support for:
o ;ext=xxxx
o Verstat
- Created Chapter 9 Enhanced Direct Routing
21-03-2022 1.4 - Added support RTCP and CN
- URL change at Ciphers
- Change suggestion to use TLS and SRTP
- Changed bits in chapter 9
14-04-2022 1.5 - Changed the MS graph bit as it was outdated
- Changed the certificate chain to reflect Sectigo Cert chain changes

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Content
Introduction ............................................................................................................................................................ 5
1 Dialogue Cloud with Direct Routing ................................................................................................................ 5
2 Prerequisites ................................................................................................................................................... 7
2.1 Licenses.................................................................................................................................................. 7
2.2 Teams Direct Routing Customer ............................................................................................................ 7
2.3 MS Teams Client and Inflight Snapper................................................................................................... 7
2.4 Microsoft Graph Presence Source Configuration .................................................................................. 8
3 Anywhere365 Dialogue Cloud Ports and protocols ........................................................................................ 9
4 Additional Teams configuration .................................................................................................................... 11
4.1 Teams voicemail .................................................................................................................................. 11
4.2 Teams Music on Hold .......................................................................................................................... 11
4.3 Teams Busy on Busy Options ............................................................................................................... 12
4.4 Teams Simultaneous Ring and Forward calls ...................................................................................... 12
4.5 Teams anonymous calling-line-identity-policy .................................................................................... 12
5 Anywhere365 Dialogue Cloud Session Border Controller ............................................................................. 13
5.1 Fully Qualified Domain Name Anywhere365 Dialogue Cloud SBC’s .................................................... 13
5.2 Number Format ................................................................................................................................... 13
5.3 Media Codecs ...................................................................................................................................... 14
5.4 Feature Support ................................................................................................................................... 14
5.5 Anywhere365 extra SIP Headers ......................................................................................................... 15
5.5.1 Header X-MS-RoutingPolicies .......................................................................................................... 15
5.5.2 Header A365-TenantId .................................................................................................................... 16
5.5.3 Header A365-AgentHunt ................................................................................................................. 16
5.6 Ports and IP addresses ......................................................................................................................... 17
5.6.1 Ports ................................................................................................................................................ 17
5.6.2 IP Addresses .................................................................................................................................... 18
5.6.2.1 emea-weu-p-sbc01.emea-weu.anywhere365.cloud .............................................................. 18
5.6.2.2 apac-sea-p-sbc01.apac-sea.anywhere365.cloud .................................................................... 18
5.6.2.3 apac-cin-p-sbc01.apac-cin.anywhere365.cloud ..................................................................... 18
5.6.2.4 nora-cus-p-sbc01.nora-cus.anywhere365.cloud .................................................................... 19
5.7 Encryption specifications ..................................................................................................................... 20
5.7.1 TLS profile Ciphers ........................................................................................................................... 20
5.7.2 TLS Certificate Root Chain ............................................................................................................... 20
6 Routing Scenario’s ......................................................................................................................................... 21
6.1 Basic setup ........................................................................................................................................... 21
6.2 Interception ......................................................................................................................................... 22
6.2.1 Direct Call Interceptor (DCI) ............................................................................................................ 22

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 6.2.2 Inbound Interception ...................................................................................................................... 24
6.2.2.1 408 SIP request Timeout ........................................................................................................ 25
6.2.3 Outbound Interception ................................................................................................................... 26
6.2.3.1 408 SIP request Timeout ........................................................................................................ 28
6.3 Multitenancy on one trunk .................................................................................................................. 30
7 Migration ....................................................................................................................................................... 32
8 Anywhere365 Dialogue Cloud enhanced routing ......................................................................................... 33
8.1 Upgrading to Anywhere365 Enhanced Direct Routing build ............................................................... 33
8.2 Known Limitations ............................................................................................................................... 33
8.3 Customer changes ............................................................................................................................... 33
8.3.1 SBC Change...................................................................................................................................... 33
8.3.2 SharePoint setting ........................................................................................................................... 34
8.4 Transfer Scenario’s .............................................................................................................................. 34
8.4.1.1 Cold/Direct Transfer’s............................................................................................................. 34
8.4.1.2 Consultative transfer’s............................................................................................................ 38
9 RASCI for Customer - Anywhere365 for Operation Support ......................................................................... 43
9.1 Introduction ......................................................................................................................................... 43
9.2 Responsibility summary....................................................................................................................... 43
9.2.1 Workstreampeople ......................................................................................................................... 43
9.2.2 Customer ......................................................................................................................................... 43
9.2.3 RASCI Table...................................................................................................................................... 44
9.2.4 Systems overview for cloud scenario .............................................................................................. 45
9.3 Flow ..................................................................................................................................................... 46
9.3.1 Summary ......................................................................................................................................... 46
10 RASCI for Partner - Anywhere365 for Operation Support ........................................................................ 47
10.1 Introduction ......................................................................................................................................... 47
10.2 Responsibility summary....................................................................................................................... 47
10.2.1 Workstreampeople ..................................................................................................................... 47
10.2.2 Partner of Workstreampeople .................................................................................................... 47
10.3 RASCI table .......................................................................................................................................... 48
10.4 Systems overview sample for Cloud scenario ..................................................................................... 49
10.5 Flow ..................................................................................................................................................... 50
10.5.1 Summary ..................................................................................................................................... 50

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Introduction
Direct Routing Contact Center for Microsoft Teams

Direct Routing allows customers to enable their users to make and receive calls within Microsoft Teams.

Anywhere365 Contact Center and Enterprise Dialogue Management is able to leverage the capabilities of
Microsoft Teams to route calls to Teams powered agents with all the rich features of Anywhere365, such as:
Call recording, Real-time Translation, IVR, Supervisor, Reporting, Wallboards and many more.

1 Dialogue Cloud with Direct Routing

The following scenarios are supported within this solution:

 Inbound calls to contact center

 Outbound calls on behalf of contact center
 Inbound calls to agent diverted to contact center
 Blind transfer
 Consultative transfer
 Impersonation
 Interception
- Direct Call Interceptor
- Inbound
- outbound
 Client forward settings:
- Voicemail
- Number
- Contact
 Call controls

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 - Hold/resume
- Mute/unmute
- Add participants
- Disconnect

Please consider that some features work differently or perhaps not at all. Scenarios which are known not to
work:

 Consultative (warm) transfer does not work when the call is transferred to a SIP address of a federated
contact that utilize ISLAND mode.
- Also review https://docs.microsoft.com/en-us/microsoftteams/coexistence-chat-calls-
presence
 Known Bug. Occurrence: Seldom.
- Teams is usually sending reinvite after the call is established to increase de audio codec on
the customer side SBC – Teams leg (with or without Media Bypass). As Anywhere365 only use
g711A/U there is no real update via the Re-Invite to the audio channel towards Anywhere as
we convert it back to g711A/U. This makes our platform not answer the new offer. Please
make sure audio codec preference, restriction or both is also enabled towards Teams.
Customer can do transcoding to SILK if required to Teams, else Anywhere365 recommends
stripping unneeded audio codecs towards Teams to make sure Teams won’t send a
meaningless Re-invite.

Known Teams related settings that may need to be changed to ensure proper call flow. Please see chapter 4
Additional Teams configuration for explanation.

- Teams voicemail settings

- Teams music on hold setting
- Teams busy on busy options
- Teams simultaneous ring settings
- Teams forwarding options

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2 Prerequisites
For Anywhere365 Dialogue Cloud there are prerequisites that need to be met:

- Direct Routing configured

- Session Border Controller (SBC)
- Telephony Trunk(s) connected to SBC
- Office 365 organization
- User Registrar
o User must be homed in O365
- Domains in O365
o Not *.onmicrosoft.com
- Fully Qualified Domain Name for the SBC if Signaling over TLS is required
- Public DNS entry for the SBC
- Public Trusted certificate for SBC
- Firewall rules in place to allow traffic, see MS documentation and this document
- Media profiles
o TCP/RTP/(S)AVP
o UDP/RTP/(S)AVP
- SQL publicly accessible with connection string (Azure DB advised)
o Firewall to allow access from Anywhere365 Dialogue Cloud Back-end
- Teams Client
- MS Graph Presence Service Account with admin consent given.
- MS Graph App Registatration with admin consent given.
- SharePoint Online TeamSite with Anywhere365 UCC Creator app installed

2.1 Licenses
The following licenses need to be acquired for the described solution:

- Microsoft Phone System for Agents

- Microsoft Teams + SFB plan 2, if included in licensing
- Anywhere365 concurrent dialogues
- Anywhere365 license

2.2 Teams Direct Routing Customer

To configure Teams Direct Routing on the SBC follow the SBC Vendor Direct Routing manual. This must be done
before the configuration with the Anywhere365 SBC can be performed.

Make sure all the necessary routing rules are made, so Teams Direct Routing is fully deployed and working.

The following information is required to make configurations in Anywhere365:

- Public IP and the signaling port of the customer SBC SIP-interface that will be used to communicate
with the Anywhere365 Dialogue Cloud SBC:
o In case Signaling over TLS is required, FQDN of the SBC must also be provided.
o This information is needed to complete the configuration on the side of Anywhere365 SBC.
o Anywhere365 will use Options as keep-alive-mechanism.
 Please make sure that the customer SBC terminates Options.

2.3 MS Teams Client and Inflight Snapper

The Teams client prerequisites are:

- Office installed on the machine.

- Teams Client installed (same bit rate as Office).
- Teams registered as the default chat client.
- Teams only policy with on premises Phone Number assigned.

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 - E3 or E5 license with Phone System addon assigned to the Teams User.
- Teams Calling Policy configured for Agents and assigned to Agents. (see Chapter 4)

2.4 Microsoft Graph Presence Source Configuration

The Microsoft Graph Presence Source (hereafter 'presence source') enables the UCC to use Teams user
presences. It makes use of the Microsoft Graph Communications Presence APIs. Read more about Presence
Resource Type at Microsoft Documentation.
Per a Graph service account Anywhere365 DialogueCloud can poll up to 650 unique users. In scenario's with
more then 650 unique user, please add more Graph service accounts and internal applications.

Via the MsGraphPresenceSource we are able to retrieve server-side presence from the Teams client. In order
to set this up we need an app registration in Azure and presence account within the Office365 tenant.

For the app registration please follow the next steps:

 In Azure Active Directory create a new app registration and select the account type ‘Accounts in this
organizational directory only’.
 On the API Permissions tab, add the following delegated Graph API permissions
o Directory.Read.All
o User.ReadBasic.All
o Presence.Read.All
 The Directory.Read.All permission needs Admin consent, so grant the admin consent using the button.
In the API permissions view (Only a tenant administrator can grant the admin consent)
 On the Authentication tab. Add a new platform, choose type = web and enter a valid URL (https)
 Set multiple tenant access on (optional if you only have one tenant)
 Under advanced settings, set Treat application as a public client to Yes
 On the overview page, you can find your client ID
For the presence account you will find the requirements below:

 Account should be cloud only and not federated with an on premise ADFS
 1 service account (password never expires) per Office365 tenant.
 Additional service accounts can be used per tenant if presence of 2600+ Agents should be retrieved.
 MFA should be disabled on these accounts.

Additional information:

 Presence is polled every 500 milliseconds.

 Presence of maximum 650 users is retrieved per poll.
 Presence subscriptions are not utilized, as changes are pushed with a delay of 25+ seconds.

Last of all, admin consent should be granted for these accounts. To grant admin consent for the Anywhere365
UCC Presence Source, simply replace {tenant-id} with your tenant ID and {client-id} with your created app
registration in the following URL and launch it in a web browser. After the admin consent is granted, you will be
able to sign in with non-admin user accounts in the presence source. Example:
https://login.microsoftonline.com/{tenant-id}/adminconsent?client_id={client-id}

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3 Anywhere365 Dialogue Cloud Ports and protocols
In this topic we describe every protocol and port the Anywhere365 cloud contact center utilizes except for the
SBC. That is described in Chapter 4.

Anywhere365 Dialogue Cloud Operator Snapper client (Legenda A)

The Snapper is a local dashboard program running locally on a Teams user’s laptop/desktop. It will display
contact center information, e.g. “people” in a queue, which agents are online and SLA.
Protocol: HTTPS (TCP) over port 443 towards Anywhere365 Dialogue Cloud.

Anywhere365 Dialogue Cloud Database connection (Legenda D)

The database is owned by Customer and the advice is to use Azure Database services. Anywhere365 Dialogue
Cloud use port 1433 over TCP to write and read data from our Cloud Back-End

Anywhere365 Dialogue Cloud SharePoint connection (Legenda C)

SharePoint hosts the contact center configuration page. In this SharePoint page contact center settings can be
set, e.g. general settings, IVR, audio files and business hours. Anywhere365 Dialogue Cloud uses port 443 and
HTTPS (TCP) from our back-end to read and download settings.

Anywhere365 Dialogue Cloud MS Graph (Legenda B)

Anywhere365 Dialogue cloud uses HTTPS 443 to do an API call to the MSGraph API.

Anywhere365 Dialogue Cloud connection to Anywhere365 Dialogue Session border controller

Internally Anywhere365 Dialogue Cloud uses SRTP media over UDP ports. Signaling internally is over TLS port
5068.

Externally it depends on customer requirements. Anywhere365 Dialogue Cloud SBC has the option to receive
signaling at port 5060 with protocol UDP or TCP, or port 5061 for TLS.

For a graphical overview please see the next page. These are the basic connections. If more functionality is
being added, for example a CRM integration or Dialogue Studio, more protocols and ports will be used.

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4 Additional Teams configuration
Teams has several built-in features that could be potentially in the way of Anywhere365 call flows which results
in unwanted behavior. This chapter explains what could be in the way of a call flow and advises how to correct
this. Please take this into consideration if the following settings impact call flows, changing these settings are
not mandatory.

4.1 Teams voicemail

Teams has internal voicemail for all Teams users enabled by default and when a call is not being answered, it
will be sent to voicemail within 20 seconds.

This issue has been fixed by Core version 8.4.x and higher. This is described in Chapter 5.5.1.

If the Core version is below mentioned version this is still an issue because the SIP header is not added yet.
Resulting in the fact the Anywhere365 UCC SharePoint setting DisableCallForwarding does not work.

This can be unwanted when a customer gets a voicemail of an agent. There are several workarounds for this
problem.

Workaround 1 – Voicemail Teams user client settings

Communicate to your Teams agents they need to increase the
number of seconds before a call is send to voicemail in their Teams
client. Make sure the number of seconds is greater than the
HuntTimeOut (SharePoint) setting. The second solution is to change
the setting ‘If unanswered: Voicemail’ to ‘Do Nothing’.

Workaround 2 – Teams Calling Policy

Teams Calling Policies control the possibilities each Teams user has. If
there is no need for voicemail for your Teams agents, please add or
change an existing Calling Policy. This can be done in the Teams
Admin Center or by using PowerShell. Assign this Teams Calling Policy
to the Teams agent.

4.2 Teams Music on Hold

Teams plays music on hold by default to PSTN calls. When a Teams user puts a PSTN call on hold, the Teams
music on hold kicks in after a second. When the business wants to utilize the music on hold playlist options that
Anywhere365 delivers, the Teams music interferes with this functionality. Teams keeps sending RTP stream
towards the UCC on the agents call leg that will be played towards the customers call leg.

To make sure Anywhere365 UCC plays the music on hold, the Teams music on hold needs be disabled via
PowerShell in a Teams calling policy. At the time of writing, this cannot be done in the Teams Admin Center,
this Calling Policy needs to be assigned to the Teams agent. Commands that can be used to create a new or
change an existing policy:

New-CsTeamsCallingPolicy -identity <name> -MusicOnHoldEnabledType disabled

Set-CsTeamsCallingPolicy -identity <name> -MusicOnHoldEnabledType disabled

Then assign the policy to the Agent(s).

Grant-CsTeamsCallingPolicy -identity “[email protected]” -PolicyName <name>

This will make sure the agents call leg on the UCC will be silent and the UCC receives a re-invite with
‘a=inactive’. This re-invite with ‘a=inactive’ needs to be forwarded to Anywhere365 DialogueCloud SBC. This
will activate the UCC music on hold and, if configured, the playlist.

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4.3 Teams Busy on Busy Options
Teams Busy on Busy Options setting configures how incoming calls are handled when a user is already in a call,
conference or has a call placed on hold. By default, new or incoming calls will be rejected with a busy signal. If
this setting is set to ‘Enabled’ in Teams Calling Policy, this could potentially be in the way of Anywhere365. If
the LowestHuntPresence (SharePoint) setting is set to ‘Busy’ or ‘Offline’, the call from Anywhere365 will fail.

If there is a requirement for LowestHuntPresence being set to ‘Busy’ or ‘Offline’, please ensure the Teams
calling policy ‘Busy on Busy’ is off/disabled and the policy is assigned to the Teams agent. This can be done
using the Teams Admin Center or via PowerShell.

4.4 Teams Simultaneous Ring and Forward calls

Teams can simultaneously ring or forward calls to delegates, a call group and external phone numbers that are
configured for that Teams user instantly. If this is unwanted functionality, there are several options to make
sure the Anywhere365 call stays at the Teams agent.

Workaround 1 – delegates Teams user client settings

Communicate to the Teams agent(s) that they cannot use the Sim-Ring or forwarding options in the Teams
client.

Workaround 2 – Teams Calling Policy

Adjust the Teams Calling Policy options using the Teams Admin Center or PowerShell, so these options are not
available anymore in the Teams client. Assign the correct Teams Calling Policy to the Teams agent(s).

4.5 Teams anonymous calling-line-identity-policy

Do not apply an anonymous calling-line-identity-policy to a Teams agent which has outbound interception
configured. If this applied to the Teams agent the outbound call will fail. To intercept an outbound call for a
Teams user Anywhere365 DialogueCloud needs the telephone number of the agent in the SIP invite from the
Teams-agent to determine if the UCC needs to intercept this call.

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5 Anywhere365 Dialogue Cloud Session Border Controller
This chapter describes all the necessary information about the Anywhere365 dialogue cloud Session Border
Controllers.

5.1 Fully Qualified Domain Name Anywhere365 Dialogue Cloud SBC’s

The Dialogue Cloud Session Border Controller will use the following FQDNs.
Fully Qualified Domain Names:
- Europe, Middle East & Africa:
o emea-weu-p-sbc01.emea-weu.anywhere365.cloud
- Asia and Pacific
o apac-sea-p-sbc01.apac-sea.anywhere365.cloud
- North America
o nora-cus-p-sbc01.nora-cus.anywhere365.cloud

5.2 Number Format

Anywhere365 Dialogue Cloud will only use and route E.164 number format. If no E.164 format number is
present in the TO and FROM header, the Anywhere365 Dialogue Cloud will not handle the call and will reply
with an unwanted SIP 408 message.

E.164 is the international telephone numbering plan that ensures each device on the PSTN has a globally
unique number.

This number allows phone calls and text messages to be correctly routed to individual phones in different
countries. E.164 numbers are formatted [+] [country code] [subscriber number including area code] and can
have a maximum of fifteen digits.

Anywhere365 Dialogue Cloud does NOT support numbers with extra parameters in the From and TO URL.
Parameters like:

- Extension. ;ext=xxxxx
- Verstat (USA Stir/Shaken verification)

This will result in an unwanted SIP 408 message. Please only send unique numbers and remove all extra
parameters.

Anywhere365 Dialogue Cloud won’t look at domain-part of SIP Uri of From and To on incoming calls.

Anywhere365 Dialogue Cloud will change the domain name part of the To SIP Uri and Request-Ur for outbound
traffic towards customer/partner SBC to the region SBC FQDN. If it is preferred Anywhere365 DialogueCloud
can change this domain name part to destination SBC domain according to what is preferred.

Anywhere365 Dialogue Cloud considers all our SIP-Trunk’s connections as trusted proxies. If privacy header
with value ID is presented to us Anywhere365 DialogueCloud will not change the From Uri to anonymous as we
expect to.

When customer or partner SBC sends us an anonymous call it will be respected but under the following
conditions:

- RFC3323 privacy header

o User-Uri / Src.User / Header.from.URL.User needs to be exactly: anonymous
 No capital letters
o Examples:
 From: "Anonymous" <sip:[email protected]>;tag=1928301774
 From: "Peter" <sip:[email protected]>;tag=1928301774
 From: "A0017" <sip:[email protected]>;tag=1928301774
 From: <sip:[email protected]>;tag=1928301774

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  From: "Reception" <sip:[email protected]>;tag=1928301774

5.3 Media Codecs

Anywhere365 Dialogue Cloud supports 2 media codecs:
 G711A
 G711U

5.4 Feature Support

Anywhere365 Dialogue Cloud supports the following features:
- RTP
- SRTP
- Call hold and resume
o A=sendonly, only if Teams client or customer SBC sends audio/media.
o A=inactive, where Anywhere365 DialogueCloud will play media towards caller (customer leg)
because Agent Call-leg is inactive.
- SIP RE-INVITES
o Only when something changes, Re-Invite with no change to channel/port/codec are cause of
an bug.
o Anywhere365 does codec restriction (removing codecs from offer, please take this in
account)
- Early Media
o Both options: 180 and 183
- RFC3323 privacy header under 2 conditions
o User-Uri / Src.User / Header.from.URL.User needs to be exactly: anonymous
 No capital letters
 Examples:
 From: "Anonymous"
<sip:[email protected]>;tag=1928301774
 From: "Peter" <sip:[email protected]>;tag=1928301774
 From: "A0017" <sip:[email protected]>;tag=1928301774
 From: <sip:[email protected]>;tag=1928301774
 From: "Reception"
<sip:[email protected]>;tag=1928301774
o When using anonymous calling please make sure if P-Asserted-Identity is being used that the
PAI-Header User value is also in E164 Format.
- SIP Early Offer Support with SDP
o Please add SDP in the first initial Invite.Request, else the call will not establish.
- DTMF according to RFC2833 and RFC4833.
o Please declare DTMF in the initial Invite.Request, else the call will not establish.
o Payload: 101
- Privacy Pai Header
o When this header is added to an incoming call, Anywheres365 DialogueCloud SBC will set this
as the Source Uri. If this unwanted please remove the PAI header.
- RTCP
o Anywhere365 Dialoguecloud SBC has been set to always generate this. Even when the call is
on hold.
o If possible also set the SBC to generate this always, even when the call is on hold, towards
Anywhere365 Dialouge Cloud SBC.
- Silence Surpression / Comfort Noise.
o Anywhere365 DialogueCloud SBC supports rtpmap:13 CN/8000

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 o Anywhere365 DialogueCloud SBC has RTP broken connection time-out timer of 20 seconds
and will break the disconnection if there is none RTP packet received for 20 seconds.
o This is to protect our platform to rogue sessions and so our platform does not overflood.

Anywhere365 Dialogue Cloud does NOT support the following features:

- SIP Delayed Offer Support
o Please add SDP in the first initial Invite.Request, else the call will not establish.
- DTMF Delayed offer support
o Please declare DTMF in the initial Invite.Request, else the call will not establish.
- REFER
o When using call forwarding as a call center agent either Teams or the customer SBC needs to
handle the REFER or send new INVITE handling the Refer.
- REPLACES
o When sending an REPLACES Invite with the headers:
 Require: Replaces
 Replaces: Call-leg-id@host
 our back-end will reply with a SIP 420 Bad extension because it isn’t supported.
- User-Agent Header not changed to sending User-Agent
o When sending an call from Teams to Anywhere365 DialogueCloud and User-Agent Header
still contains Microsoft Teams PSTN Hub information Anywhere365 DialogueCloud SBC will
reject the call with an SIP 500 reason: User Agent is not licensed
 Example value of MS-Teams User Agent:
 USER-AGENT: Microsoft.PSTNHub.SIPProxy v.2021.6.15.17
i.EUWE.1
o Anywhere365 DialogueCloud SBC reads the User-Agent value and checks device licenses. If
the User Agent information has an indication of MS-Teams our SBC needs an MS Direct
Routing license. As Anywhere365 DialogueCloud does not have an direct routing setup to any
customer it doesn’t have this license. This results that our SBC notes itself it is not licensed for
MS Direct Routing and drops the call.
o Please change User-Agent header value to proxy information accordingly.

5.5 Anywhere365 extra SIP Headers

Anywhere365 Dialogue Cloud will add additional headers in the sip flow towards the customer’s SBC. These
headers will give extra functionality for call forwarding settings and routing purposes.

5.5.1 Header X-MS-RoutingPolicies

From version 8.4.x Anywhere365 Dialogue Cloud will always add this header: X-MS-RoutingPolicies. This header
will tell MS Teams to either follow or ignore user call forwarding settings. It can contain the following values:

- none
- disable_forwarding

The value none will make sure that MS Teams will honor and follow the call forwarding settings either set by
the Teams user or Teams Administrator. Example: Teams user has configured a call forward to user’s voicemail
if the call is unanswered for 10 seconds. The UCC hunt-time-out has been set for 20 seconds in SharePoint.
When this Teams user is hunted and the call is not answered within 10 seconds the call will go to the voicemail
of this user. The customer that called the UCC can then leave a message in the agent’s voicemail.

The value disable_forwarding will make sure that MS Teams will not honor and follow the call forwarding
settings either set by the Teams user or Teams Administrator. Example: Teams user has configured a call

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forward to user’s voicemail if the call is unanswered for 10 seconds. The UCC hunt-time-out has been set for 20
seconds in SharePoint. When this Teams user is hunted and the call is not answered within 10 seconds the hunt
will go on for 10 seconds before it will timeout. After the timeout the UCC will hunt the next available agent.

The value can be changed with the SharePoint setting: DisableCallForwarding. This setting can have multiple
values:

- All = Ignore the Call Forwarding Settings when hunting an Agent and calling a Customer
- Agent = Ignore the Call Forwarding Settings when hunting an Agent
- Customer = Ignore the Call Forwarding Settings when calling a Customer
- None = Apply the Call Forwarding Settings when hunting an Agent and calling a Customer

This will determine which call leg will get the header X-MS-RoutingPolicies with the value: disable_forwarding.

5.5.2 Header A365-TenantId

From UCC Core Version 8.1.x Anywhere365 DialogueCloud will add the header A365-TenantId. The value can be
set and requested by the customer or partner. Default value will be always set to ‘A365’.

This header can be used to support multiple tenants over one SIP trunk, between Anywhere365 and partners,
to determine for which customer the SIP traffic is meant. For example if the customer name is: Contoso; the
outgoing SIP traffic from Anywhere365 will have this header. The customer or partner can than
route/manipulate/do a set of actions based on that header.

5.5.3 Header A365-AgentHunt

From UCC Core Version 8.1.x Anywhere365 DialogueCloud will add the header A365-AgentHunt. The value can
be either ‘1’ or ‘0’ where 1 indicates this is a call with an agent as destination and 0 indicating it is an call
towards a customer. Customers or partners can use this header to make routing decisions because in
DialogueCloud Agents are ‘usually’ Teams Users. So when AH is set to 1 it needs to be routed to Teams in most
cases. Refer to the scenarios mentioned below when AH will be set to 1 and make routing decisions based on
this information.

Prerequisites for setting Agent-Manipulation to 1

 The setting 'UseTeamsHunter' must have value 'true'

 Agents should have a TeamsAssignedPhoneUri configured

Scenarios when Agent-Manipulation is set to 1

The value for Agent-Manipulation is set to 1 if:

 A "listening" participant (e.g. trainee or supervisor) is added to a dialogue

 An Agent is invited for a Campaign-Dialer call

 If the Customer is invited for a Campaign-Dialer call, and the Customer URI matches the Phone Uri of
an Agent

 An Agent is invited for a Direct-Dialer (DCI) call

 If the Customer is invited for a Direct-Dialer (DCI) call, and the Customer URI matches the Phone Uri of
an Agent

 An Agent is invited for a voicemail-Dialer call

 When the Invitee is invited for an Autonomous-Dialer call; When the Invitee is identified as an Agent
based on Phone Uri.

 An Agent is invited

16
 o This can be a regular Agent with SIP Address and TeamsAssignedPhoneUri

o This can be a PSTN Agent

 A Forward Skill forwards a call to a Phone destination that matches the Phone Uri of an Agent

 A Phone Uri is invited that matches the Phone Uri of an Agent

Scenario when Agent-Manipulation is set 0

Any other scenario than mentioned above.

NOTE 1: Please be aware when agent manipulation is set to 0 it doesn’t automatically imply the call is meant
to go outbound to PSTN. It could also be the UCC is calling a MS-Teams user in the same tenant who is not
agent in this UCC.
Please take the above scenarios, your own infrastructure, and number plan into account.

NOTE 2: In some scenarios depending on the customer’s or partner’s infrastructure the hunted number is a
PSTN-Agent (usually a cell or landline phone number), the AH = 1 should NOT be routed towards MS Teams but
outbound to the PSTN.
Anywhere365 DialogueCloud advises to use PSTN Agents only UCC in where impersonation is set to $false.
With this PSTN-Agent only UCC the source telephone number can be used to make routing decisions.
Please take the above scenarios, your own infrastructure, and number plan into account.

5.6 Ports and IP addresses

5.6.1 Ports
The Anywhere 365 Dialogue Cloud signaling port is preferably 5061 with TLS over TCP. But 5060 TCP or UDP is
also available if required. The Anywhere 365 Dialogue Cloud Media realm range is 6000-65331 UDP.

The Anywhere365 Session Border Controllers are high available. The FQDN will always point to the active node.
Please be sure the signaling IP address with the appropriate ports are allowed in the firewall. See the tables
below with corresponding region for the relevant IP addresses. Destination port depends on protocol, as
mentioned for TCP or UDP destination port will be 5060 and for TLS 5061.

For each node, the Session Border Controllers also use highly available media components with multiple IP
addresses. Please be sure that all media component IP addresses with the appropriate ports as source and
destination are allowed in the firewall.

Signaling:

Traffic From Source Port To Destination port

SIP TLS or TCP Anywhere SBC Customer/Partner SBC

Any Defined by customer/partner
or UDP signaling IP-address IP-address

SIP TLS or TCP Anywhere SBC

Customer/Partner SBC Any 5060 or 5061
or UDP signaling IP-address

Media:

Traffic From Source Port To Destination port

17
 RTP or SRTP Anywhere SBC Media Customer/Partner SBC Defined by
6000-65331
over UDP MC IP-address Media IP-address customer/partner

RTP or SRTP Customer/Partner SBC Defined by Anywhere SBC Media

6000-65331
over UDP Media IP-address customer/partner MC IP-address

5.6.2 IP Addresses
5.6.2.1 emea-weu-p-sbc01.emea-weu.anywhere365.cloud
Component IP Address
Signaling 51.124.57.123
Media | MC1 51.124.57.98
Media | MC2 51.124.57.101
Media | MC3 51.124.57.104
Media | MC4 51.105.215.87
Media | MC5 51.105.206.167

5.6.2.2 apac-sea-p-sbc01.apac-sea.anywhere365.cloud
Component IP Address
Signaling 52.230.58.48
Media | MC1 52.139.253.122
Media | MC2 52.139.238.154
Media | MC3 52.148.112.145
Media | MC4 52.148.116.28
Media | MC5 52.148.116.60

5.6.2.3 apac-cin-p-sbc01.apac-cin.anywhere365.cloud
Component IP Address
Signaling 20.204.187.227
Media | MC1 20.204.190.201
Media | MC2 20.204.190.160
Media | MC3 20.204.191.57
Media | MC4 20.204.190.255
Media | MC5 20.204.190.202

18
5.6.2.4 nora-cus-p-sbc01.nora-cus.anywhere365.cloud
Component IP Address
Signaling 52.154.236.98
Media | MC1 52.154.236.105
Media | MC2 52.154.232.164
Media | MC3 52.154.234.75
Media | MC4 52.154.234.47
Media | MC5 52.154.237.92

19
5.7 Encryption specifications
Anywhere 365 will only do TLS version 1.2.

5.7.1 TLS profile Ciphers

For Cipher Server and client Anywhere365 have 2 profiles available: Default and Strong-TLS. If the customer
wants Strong-TLS profile please let us know via the delivery manager or project lead.

Profiles are in OpenSSL Cipher list format. For possible values and additional details, visit the OpenSSL website
at https://www.openssl.org/docs/man1.1.1/man1/ciphers.html

Default:

- The default cipher list for TLS 1.2

Strong-TLS:

- HIGH:!SHA:!AES128:!ECDHE-RSA-AES256-SHA384:!DHE-RSA-AES256-SHA256:!AES256-SHA256:!aNULL

Both profiles use DH Key size of 2048.

NOTE: Anywhere365 recommends using TLS for signaling and SRTP for media.

NOTE: Please be aware that STRONG-TLS profile is not supported by RIBBON session border controllers.

5.7.2 TLS Certificate Root Chain

Anywhere365 use Sectigo as certificate provider for all our regions. For the root chain please see the following
information:

Intermediate 1:

- CN = Sectigo RSA Domain Validation Secure Server CA

- Serial number: 7d5b5126b476ba11db74160bbc530da7

RootCa:

- CN = USERTrust RSA Certification Authority

- Serial number: 01fd6d30fca3ca51a81bbc640e35032d

If the certificates are needed, please download them at https://sectigo.com/resource-library/sectigo-root-

intermediate-certificate-files using the above mentioned information.

20
6 Routing Scenario’s
This chapter gives examples of what kind of routing can be expected when adding Anywhere365 DialogueCloud
in your telephone network. Please be aware these scenarios are intended to give an idea how Anywere365
DialogueCloud will work in different scenarios but always need to be reviewed with customer/partner
infrastructure and wishes in mind. This scenarios do not explain the use of all the features of Anywhere365
DialogueCloud, if more information is needed please contact your Anywhere365 Project Lead or
representative. This scenario covers only the most basic routing scenario’s and do not take into account legacy
PBX or different setups.

6.1 Basic setup

In the ‘basic’ setup there is at least a customer SBC with ITSP trunk (2) and a trunk towards the MS Teams
ecosystem(7). A third trunk will be added to Anywhere365 DialogueCloud SBC(3,6). Interception will not be
used.

Anywhere365
Dialogue
Cloud

5 4
7
Customer SBC Anywhere365
SBC
6
3

1 ITSP

In this setup external or internal people will call a UCC with a E164 telephone number. For example we will use
+31 70 7777 010. When someone calls this number(1,2) the routing table at the customer SBC should route this
call towards Anywhere365 DialogueCloud SBC(3). Anywhere365 DialogueCloud (4) will take this call and play a
welcome message and IVR questions over the connected call (black line). When the caller has made a choice an
available agent will be hunted. This hunt will be a completely new call (showed in picture by a blue line). The
from will be the telephone number of the UCC and the destination will be the agent phone number(4). The
Anywhere365 DialogueCloud will route the call towards the customer(6). The customer’s SBC should have
routing in place to route this call towards MS Teams(7). MS Teams will route the call towards MS Teams client
on the device of user choice.

To explain this a bit more a few simplified invite request will be shown.

In this scenario the call details are as follows:

- UCC Anywhere, +31881200600

- Mobile cell phone, +31612345678
- Agent, +31707777001

21
Example Agent SIP invite over line 6 towards customer SBC(stripped down):

INVITE sip:[email protected];user=phone SIP/2.0

From: "UCC Anywhere" <sip:+31881200600@ region.dialoguecloud.local;user=phone>
To: <sip:[email protected];user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 1
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘1’ (please see chapter 5.5.3 for explanation) with the invite
to the agent.

In the basic setup UseImpersonation (SharePoint setting) is a feature the customer can use. This means the
caller identity will be manipulated to represent the original caller identity. For example if a cell phone number
+31612345678 calls the UCC +31881200600 the invite’s will look like this.

Example cell phone to UCC over line 3 towards Anywhere365 DialogueCloud (stripped down):

INVITE sip:+31881200600@customer-sbc;user=phone SIP/2.0

From: "Mobile Phone" <sip:+31612345678@customer-sbc:5061;user=phone>
To: <sip:+31881200600@anywhere356-dialoguecloud-sbc;user=phone>
User-Agent: Mediant VE SBC/v.7.20A.256.725

Example Agent SIP invite over line 6 towards the customer SBC with impersonation enabled (stripped down):

INVITE sip:[email protected];user=phone SIP/2.0

From: "UCC Anywhere" <sip:[email protected];user=phone>
To: <sip:+31707777001@ region.p-sbc01.region.anywhere365.cloud;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 1
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the caller identity from the cell phone number is in the FROM field towards the agent so the
MS Teams user will see this in the toast and the missed call notice. Please note that the A365-AgentHunt has
the value ‘1’ (please see chapter 5.5.3 for explanation) with the invite to the agent.

6.2 Interception
Interception is a feature of Anywhere365 DialogueCloud SBC where a UCC can intercept calls. This can be used,
amongst others, for audio recording, providing agents with an alternative caller-id, or making sure the agent
cannot be called directly. For this to work the customer’s SBC needs to route calls which are either directed:

- to the agent, towards Anywhere365 DialogueCloud

- from the agent, towards Anywhere365 DialogueCloud

In this scenario the same setup will be used as in the basic setup.

- UCC Anywhere main endpoint number, +31881200600

- UCC Anywhere extra endpoint number, +31881200650
- Mobile cell phone, +31612345678
- Agent, +31707777001

6.2.1 Direct Call Interceptor (DCI)

The Direct Call Interceptor (DCI) lets Anywhere365 DialogueCloud handle the outbound dialogue, using the
Dialpad in the Snapper. This can be done with the main number endpoint or call on behalf endpoint number.

22
 4

Anywhere365
Dialogue
Cloud

1 5
3
Customer SBC Anywhere365
SBC
2
6

8 ITSP

When the agent wants to call a cell phone number utilizing DCI, the agent will put a call in via the Snapper. This
will give the command to the UCC to make two calls. First to the agent via the blue line (1) and if the UCC has a
successful connection to the agent it will call the number (received via the Snapper) via the black line (5).

Please note that Anywhere365 DialogueCloud is the initiator of both calls.

Example Agent SIP invite over line 1,2 towards customer SBC (stripped down):

INVITE sip:+31707777001@customer-sbc;user=phone SIP/2.0

From: "UCC Anywhere" <sip:[email protected];user=phone>
To: <sip:+31707777001@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 1
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘1’ (please see chapter 5.5.3 for explanation) with the invite
to the agent.

Example cell phone number SIP invite over line 5,6 towards customer SBC (stripped down):

INVITE sip:+31612345678@customer-sbc;user=phone SIP/2.0

From: "UCC Anywhere" <sip:+31881200600@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+31612345678@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 0
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘0’ (please see chapter 5.5.3 for explanation) with the invite
to the cell phone number.

DCI also has the option to call on behalf of another endpoint. An UCC can have multiple endpoints with every
endpoint having its own number. The agent will select a call on behalf endpoint in snapper. The from will be
the selected endpoint.

23
Example Agent SIP invite over line 1,2 towards customer SBC (stripped down):

INVITE sip:+31707777001@customer-sbc;user=phone SIP/2.0

From: "UCC Anywhere 2" <sip:+31881200650@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+31707777001@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 1
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘1’ (please see chapter 5.5.3 for explanation) with the invite
to the agent.

Example cell phone number SIP invite over line 5,6 towards customer SBC (stripped down):

INVITE sip:+31612345678@customer-sbc;user=phone SIP/2.0

From: "UCC Anywhere 2" <sip:+31881200650@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+31612345678@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 0
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘0’ (please see chapter 5.5.3 for explanation) with the invite
to the cell phone number.

6.2.2 Inbound Interception

Inbound interception is an Anywhere365 DialogueCloud feature where direct calls towards an agent telephone
number gets intercepted. For this feature to work, calls with the destination of an agent telephone number
should be routed towards Anywhere365 DialogueCloud. This feature is only enabled for ‘signed-in’ agents
meaning the feature is not always on. There are two agents: formal and non-formal. Non-formal are always
signed-in, formal agents will need to use the snapper client or web-agent to sign-in the contact center. Signed-
in agents will be huntable for a contact center.

Anywhere365
Dialogue
Cloud

5 4
7
Customer SBC Anywhere365
SBC
6
3

1 ITSP

24
When a cell phone number calls (black line) the telephone number of an agent (1,2) the customer SBC needs to
have routing in place to send this call towards Anywhere365 DialogueCloud (3). Anywhere365 DialogueCloud
checks if the telephone number needs to be intercepted, if so it will take the call (4). Anywhere365
DialogueCloud will setup a new call (blue line) towards an available agent (5, 6) and the customer will need to
route this call towards MS Teams(7).

Example SIP invite cell phone to agent telephone number over line 3 towards Anywhere365 DialogueCloud
(stripped down):

INVITE sip:+31707777001@customer-sbc;user=phone SIP/2.0

From: "Mobile Phone" <sip:+31612345678@customer-sbc:5061;user=phone>
To: <sip:+3170777701@anywhere356-dialoguecloud-sbc;user=phone>
User-Agent: Mediant VE SBC/v.7.20A.256.725

Example Agent SIP invite over line 6 towards customer SBC (stripped down):

INVITE sip:+31707777001@customer-sbc;user=phone SIP/2.0

From: "UCC Anywhere" <sip:+31881200600@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+31707777001@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 1
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘1’ (please see chapter 5.5.3 for explanation) with the invite
to the agent.

For this feature there is also a possibility to impersonate the original calling line identity with the SharePoint
setting UseOriginalIdentityWithinbound. Giving the agent the original caller identity in the MS Teams Toast.

The example SIP invite cell phone to agent telephone number will be the same.

Example Agent SIP invite over line 6 towards customer SBC (stripped down):

INVITE sip:+31707777001@customer-sbc;user=phone SIP/2.0

From: "UCC Anywhere" <sip:+31612345678@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+31707777001@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 1
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘1’ (please see chapter 5.5.3 for explanation) with the invite
to the agent.

6.2.2.1 408 SIP request Timeout

As mentioned in a previous chapter, calls will only be intercepted for agents who are signed-in the UCC. When
an agent is not signed in the Anywhere365 DialogueCloud, the Anywhere365 DialogueCloud SBC will respond
with a SIP 408 Request timeout message.

25
 7

Anywhere365
Dialogue
Cloud

4
6
Customer SBC Anywhere365
SBC
3&5

1 ITSP

When a cell phone number calls (black line) the telephone number of an agent (1,2) the customer SBC needs to
have routing in place to send this call towards Anywhere365 DialogueCloud (3). Anywhere365 DialogueCloud
checks if the telephone number needs to be intercepted. In this case the agent telephone number is not
enabled for inbound interception. Anywhere365 DialogueCloud SBC will send a SIP 408 Request Timeout
message as the response on the initial invite (5). The customer SBC will need to re-route the call towards MS
Teams after receiving the 408 SIP message (6).

Example SIP invite cell phone to agent telephone number over line 3 towards Anywhere365 DialogueCloud
(stripped down):

INVITE sip:+3170777701@customer-sbc;user=phone SIP/2.0

From: "Mobile Phone" <sip:+31612345678@customer-sbc:5061;user=phone>
To: <sip:+3170777701@anywhere356-dialoguecloud-sbc;user=phone>
User-Agent: Mediant VE SBC/v.7.20A.256.725

Example 408 SIP Request Timeout message over line 5 towards customer SBC (stripped down):

SIP/2.0 408 Request Timeout

From: Mobile Phone" <sip:+31612345678@customer-sbc:5061;user=phone>
To: <sip:+3170777701@anywhere356-dialoguecloud-sbc;user=phone>

6.2.3 Outbound Interception

Outbound interception is an Anywhere365 DialogueCloud feature where direct calls from an agent telephone
number will be intercepted. For this feature to work calls with a source of an agent telephone number will
need to be routed towards Anywhere365 DialogueCloud. This feature is only enabled for signed-in agents
meaning the feature is not always on.

26
 1

Anywhere365
Dialogue
Cloud

4 5
2
Customer SBC Anywhere365
SBC
3
6

8 ITSP

When an agent makes an outbound call (blue line) to the cell phone number(1,2) the customer’s SBC needs to
have routing in place to send this call towards Anywhere365 DialogueCloud (3). Anywhere365 DialogueCloud
checks if the telephone number needs to be intercepted, if so it will take the call (4). Anywhere365
DialogueCloud will setup a new call (black line) towards the called cell phone number (5, 6) and the customer
will need to route this call towards the PSTN(7).

Example SIP invite agent telephone number to cell phone number over line 3 towards Anywhere365
DialogueCloud (stripped down):

INVITE sip:+31612345678@customer-sbc;user=phone SIP/2.0

From: "Agent" <sip:+31707777001@customer-sbc:5061;user=phone>
To: <sip:+31612345678@anywhere356-dialoguecloud-sbc;user=phone>
User-Agent: Mediant VE SBC/v.7.20A.256.725

Example cell phone invite over line 6 towards customer SBC (stripped down):

INVITE sip:+31612345678@customer-sbc;user=phone SIP/2.0

From: "UCC Anywhere" <sip:+31881200600@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+316512345678@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 0
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘0’ (please see chapter 5.5.3 for explanation) with the invite
to the cell phone number.

For this feature there is also a possibility to impersonate the original calling line identity with the SharePoint
setting UseOriginalIdentityWithOutbound. Giving the cell phone user the original caller identity of the agent in
screen.

The example SIP invite agent telephone number to the cell phone number will be the same.

Example cell phone invite over line 6 towards customer SBC (stripped down):

27
INVITE sip:+31612345678@customer-sbc;user=phone SIP/2.0
From: "UCC Anywhere" <sip:+31707777001@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+316512345678@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 0
A365-TenantId: A365
X-MS-RoutingPolicies: None

Please note that the A365-AgentHunt has the value ‘0’ with the invite to the cell phone number.

6.2.3.1 408 SIP request Timeout

As mentioned in a previous chapter calls will only be intercepted for agents who are signed into the UCC. When
an agent is not signed into the Anywhere365 DialogueCloud, the Anywhere365 DialogueCloud SBC will send
back a SIP 408 Request time out message as the response on the initial invite.

Anywhere365
Dialogue
Cloud

4
2
Customer SBC Anywhere365
SBC
3&5

7 ITSP

When an agent makes an outbound call (black line) to the telephone number of a cell phone (1,2) the
customer’s SBC needs to have routing in place to send this call towards the Anywhere365 DialogueCloud (3).
Anywhere365 DialogueCloud checks if the telephone number needs to be intercepted. In this case the agent
telephone number is not enabled for outbound interception. Anywhere365 DialogueCloud SBC will send a SIP
408 Request Timeout message as the response on the initial invite (5). The customer SBC will need to re-route
the call towards the PSTN after receiving the 408 SIP message (6).

Example SIP invite cell phone to agent telephone number over line 3 towards Anywhere365 DialogueCloud
(stripped down):

INVITE sip:+3161345678@customer-sbc;user=phone SIP/2.0

From: "Agent" <sip:+31707777001@customer-sbc:5061;user=phone>
To: <sip:+31612345678@anywhere356-dialoguecloud-sbc;user=phone>
User-Agent: Mediant VE SBC/v.7.20A.256.725

Example 408 SIP Request Timeout message over line 5 towards customer SBC (stripped down):

28
SIP/2.0 408 Request Timeout
From: "Agent" <sip:+31707777001@customer-sbc:5061;user=phone>
To: <sip:+31612345678@anywhere356-dialoguecloud-sbc;user=phone>

29
6.3 Multitenancy on one trunk
Multitenancy is mostly seen at partner level where a partner hosts multiple direct routing connections towards
MS Teams. In summary the routing will be the same as mentioned in previous chapters. Impersonation, DCI
and Interception are available to each customer as explained in previous chapters. The only added difficulty is
that multiple customers will use the same trunk towards Anywhere365 DialogueCloud SBC. Here are a few
examples of how this could look at a high level:

Option 1:

10 8

Anywhere365
Dialogue
Cloud

contoso.com fabrikum.com

9 7 5 4
Anywhere365
SBC
6
3
Partner SBC
2

1 ITSP

Option 2:

12 9

Anywhere365
Dialogue
contoso.com fabrikum.com Cloud
11 8

5 4
10 7 Anywhere365
SBC
6
3
Partner SBC
2

1 ITSP

30
Third option is to use one SBC per customer. For each customer a new SBC-SBC trunk will be created towards
Anywhere365 DialogueCloud SBC. Please note that the SBC per customer will also need a unique IP-address per
SBC. If isn’t unique, errors can occur because same IP-address is used for multiple SBC’s.

For partners we have added the following header A365-TenantId from UCC Core Version 8.1.x onwards. The
value of this header can be set and requested by the customer or partner. The default value is ‘A365’.

This header can be used for multitenancy over one trunk connection with Anywhere365 partners to determine
for which customer the SIP traffic is meant. For example if the customer name is: Contoso; the outgoing SIP
traffic from Anywhere365 will have this header A365-TenantId with a value of Contoso added in the SIP
messages. The customer or partner can than route/manipulate/do a set of actions based on that header.

Example invite from UCC to agent belonging to Contoso:

INVITE sip:+31707777001@customer-sbc;user=phone SIP/2.0

From: "UCC Contoso" <sip:+31881200600@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+31707777001@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 1
A365-TenantId: Contoso
X-MS-RoutingPolicies: None

Please note that the A365-AgenHunt has the value 1 and the A365-TenantId has the value Contoso. Meaning
this is an agent hunt (please see chapter 5.5.3 for explanation) for the customer Contoso.

Example invite from UCC belonging to Fabrikum to customer cell phone:

INVITE sip:+31612345678@customer-sbc;user=phone SIP/2.0

From: "UCC Fabrikum" <sip:+31881200500@anywhere356-dialoguecloud-sbc;user=phone>
To: <sip:+316512345678@customer-sbc;user=phone>
User-Agent: WSP Cloud Controller
A365-AgentHunt: 0
A365-TenantId: Fabrikum
X-MS-RoutingPolicies: None

Please note that the A365-AgenHunt has the value 0 and the A365-TenantId has the value Fabrikum. Meaning
this is a call towards a normal phone number (please see chapter 5.5.3 for explanation) for the customer
Contoso.

Use this header to your advantage in case of multitenancy.

31
7 Migration
Anywhere365 DialogueCloud advises the following path for migration scenarios where production telephone
numbers need to be cut-over to Anywhere365 DialogueCloud after PoC and/or UAT.

- Assign the (future) production numbers already to the UCC’s at Anywhere365 DialogueCloud
- Make a table linking test-numbers with production numbers
- Make manipulation rules on customer SBC that translates test numbers to production numbers
towards Anywhere365 DialogueCloud.
- When customers does a test, it calls an test number, this will be translated towards a production
number when it sends its outbound SIP message towards Anywhere365 Dialogue Cloud.

When using this method Anywhere365 DialogueCloud will already be using the production numbers internally.
Any errors can be already be resolved before hand. At the moment all testing has been done and approved
point the production numbers from the old system to Anywhere365 DialogueCloud and you are migrated
without any change and help needed in Anywhere365 DialogueCloud.

This makes sure migration can be done (and undone) by customer. There should be no need for rollback as all
testing has been done with production numbers from Anywhere365 DialogueCloud perspective.

32
8 Anywhere365 Dialogue Cloud enhanced routing
Anywhere365 Dialogue Cloud is continuously improving the platform. With our newer bundle 2021.03 with
core version 8.8.1 there is support for transfers within Anywhere365 Dialogue Cloud, where our Unified
Contact Centers (UCC’s) will perform the transfer. Anywhere365 Dialogue Cloud does not automatically rolls
out this new build to new customers.

To make this work there are some changes needed on Anywhere365 platform, SharePoint settings that need to
be removed and changes on the customer SBC. There is also some limitations where still being worked on. This
chapter will go in the part what needs to be done, the known limitations and the transfer scenarios with high
overview.

The main principles of this document are still valid.

This enhanced routing is customer ready but Anywhere365 Dialogue Cloud is still heavenly making
improvements on this solution.

NOTE: Please be aware that this is an different setup that the main setup. It is now available for customers to
request to update to this new setup. This requires also changes on customer SBC.

8.1 Upgrading to Anywhere365 Enhanced Direct Routing build

Please contact an Anywhere365 representative to request an update to a build supporting Enhanced Direct
Routing. There are some required changes as compared to regular Anywhere365 Direct Routing and re-testing
of some scenario’s is recommended. There are also some changes that are needed to be done on the customer
SBC plus Sharepoint page settings per UCC.

8.2 Known Limitations

The known limitations from Anywhere365 Dialogue Cloud version 1 still apply.

8.3 Customer changes

8.3.1 SBC Change
To make sure the transfers will work, there is a change in SBC settings needed. To support transfers, SIP REFER
messages need to be send towards Anywhere365 Dialogue cloud. This is a major change in comparison to the
classic Direct Routing setup. So instead of locally handling REFERS, the customer is expected to send the REFER
SIP messages towards the Anywhere365 Dialogue Cloud. Anywhere365 Dialogue Cloud will send

Routing wise, this new build setup currently uses the Teams environment as a regulating hub for all
consultative transfers. This results in additional legs, but this will make sure all consultative transfer scenarios
work with every provider and SBC brand.

Anywhere365 Dialogue Cloud will add the following header to the Invite that is the result of a REFER:

- A365-IsRefer with value 1

If this header is present, Anywhere365 Dialogue Cloud advice is to route this towards MS-Teams to make sure
every scenario works. As our back-end doesn’t know if the REFER is result of a direct or consultative transfer,
the header will be added to all transfer calls as result of a REFER.

NOTE: This is an advise from Anywhere365 Dialogue Cloud, if not implemented as expected it might result in
unexpected consultative transfer scenarios. When deviating from this advice, please test extensively all transfer
scenarios used.

33
8.3.2 SharePoint setting
In the previous setup the UCC’s didn’t knew when a transfer occurred because the REFER was handled by
Teams. With EDR the UCC does the transfer so it know the initial agent will be available again when the transfer
succeeded. This makes 2 settings obsolete:

- RemoveReservationWhenTransferDetected

- RemoveReservationWhenTransferDetectedDelay

Please remove these settings, when used, accordingly.

8.4 Transfer Scenario’s

In Anywhere365 Dialogue Cloud Enhanced Direct routing REFER SIP messages will be supported. This has been
tested thoroughly and we have come up with one setup that makes sure every scenario works every time. This
is an indication how it can be done, if SBC or provider support calls as result of REFERS and can replace an audio
leg with REPLACES this step should not be needed as cold transfer don’t need the extra step towards Teams. If
not sure please send all calls that are an result of a REFER towards MS Teams.

8.4.1.1 Cold/Direct Transfer’s

8.4.1.1.1 Transfer to Teams

Anywhere365
Dialogue
Cloud

9 5 4
7 11
Customer SBC Anywhere365
10 SBC
6
3
2

1 ITSP

In this scenario the Teams agent wants to transfer the call towards another Teams user. This user can be a
normal user but also an agent of another UCC.

The initial call will go as before. At the moment the Teams agents clicks on the transfer button, the call will be
put on hold.

Teams agent can transfer it to a Teams user (contact search) or an telephone number. The SIP REFER message
will traverse over the BLUE line towards Anywhere365 Dialogue Cloud and will contain the Refer-To target. This
will be a either a telephone number or MS Teams guid. Anywhere365 Dialogue Cloud wil establish a new call
towards the Refer-To target. In this call a header called A365-IsRefer with the value 1 will be added. Indicating
this is the call that’s a result of a REFER.

34
1, 2, 3, 4 = Normal customer call towards UCC
5, 6, 7, 8 = UCC hunts Agent, Refer SIP message back to UCC.
9, 10, 11, 12 = The call that is the result of the Refer that has been send.

End situation:

Anywhere365
Dialogue
Cloud

9 4
11
Customer SBC Anywhere365
SBC
10
3
2

1 ITSP

8.4.1.1.2 Transfer to PSTN

Anywhere365
Dialogue
Cloud

9 5 4
7 11 12
Customer SBC Anywhere365
10 SBC
6
3
2 13

1 ITSP 14

In this scenario the Teams Agent wants to transfer the call to a PSTN target. The REFER will traverse over the
blue line towards the UCC. When the REFER message enters the Anywhere365 Dialogue Cloud, the UCC will call
the Refer-To target.

35
Anywhere365 Dialogue Cloud will add the header A365-IsRefer with value 1 to the invite that goes over the
green line. As indicated Anywhere365 Dialogue Cloud advise to route SIP Invite messages with this header to
Teams first.

Teams will route it back to the customer SBC, where normal routing rules should be followed and route to
PSTN as target is an ‘unknown’ number not belonging to an agent or UCC.

1, 2, 3, 4 = Normal customer call towards UCC.

5, 6, 7, 8 = UCC hunts Agent, Refer SIP message back to UCC
9, 10, 11, 12, 13, 14 = The call that is the result of the Refer that has been send. Goes to teams to make sure it
works, Teams sends it back to PSTN target.

End situation:

Anywhere365
Dialogue
Cloud

9 4
11 12
Customer SBC Anywhere365
SBC
10
3
2 13

1 ITSP 14

36
8.4.1.1.3 Transfer to other UCC

Anywhere365
Dialogue
Cloud

15 14 9 5 4
11 12 17
Customer SBC Anywhere365
13 SBC
10
6
3
16
2

1 ITSP

In this scenario the Teams agent transfers the call to another UCC, the REFER will go over the blue line. When
the UCC gets the REFER, it will try to call the target sending it outbound, this is the green line. Anywhere365
Dialogue Cloud will also add the header A365-IsRefer with the value 1, indicating this is the call that’s a result of
a REFER. It will go to the customer SBC that will send it towards Teams due to the A365-IsRefer header in the
INVITE. Teams will route it back, the red line, towards Anywhere365 Dialogue Cloud. The UCC will pick-up and
hunt an agent belonging to that UCC, the brown line.

1, 2, 3, 4 = Normal customer call towards UCC.

5, 6, 7, 8 = UCC hunts Agent, Refer SIP message back to UCC
9, 10, 11 = The call that is the result of the Refer that has been send.
12, 13, 14 = Makes hairpin pack towards Anywhere365 Dialogue Cloud
15, 16, 17, 18 = Second UCC hunts another agent.

37
 End situation:

Anywhere365
Dialogue
Cloud

15 14 9 4
11 12 17
Customer SBC Anywhere365
13 SBC
10
3
16
2

1 ITSP

8.4.1.2 Consultative transfer’s

8.4.1.2.1 Consultative transfer to Teams

8 9

Anywhere365
Dialogue
Cloud

11 5 4
7 13
Customer SBC Anywhere365
12 SBC
6
3
2

1 ITSP

In this scenario the Teams agent initiates a consultative transfer to another Teams user. It will put the call on
hold on the blue line towards Anywhere365 Dialogue Cloud. It creates a second call, the consult, over the
purple line, #9 and #10. This will be invisible for customer SBC and Anywhere365 Dialogue Cloud.

When the consult is done, Teams agent will press transfer. The REFER SIP message will traverse over the blue
line towards Anywhere365 Dialogue Cloud. The UCC calls the Refer-To target, this is the green line.

38
Anywhere365 Dialogue Cloud will also add the header A365-IsRefer with the value 1, indicating this is the call
that’s a result of a REFER. Teams will send an re-invite over line 10 to replace the #10 leg and connect it to #13.

1, 2, 3, 4 = Normal customer call towards UCC.

5, 6, 7, 8 = UCC hunts Agent, Refer SIP message back to UCC
9, 10 = Consult towards another Teams user.
11, 12, 13 = The call that is the result of the Refer SIP message.

End situation:

Anywhere365
Dialogue
Cloud

11 4
13
Customer SBC Anywhere365
12 SBC

3
2

1 ITSP

39
8.4.1.2.2 Consultative transfer to PSTN

8 9

Anywhere365
Dialogue
Cloud

13 5 4
7 10 15 16
Customer SBC Anywhere365
14 SBC
6
3
2 11

1 ITSP 12

In this scenario the Teams agent initiates a consultative transfer to a PSTN target. It will put the call on hold on
the blue line towards Anywhere365 Dialogue Cloud. Teams client will create a second call, the consult, over the
purple line #8-12. When the consult is done, the Teams agent presses transfer. The REFER SIP message will
traverse over the blue line towards Anywhere365 Dialogue Cloud.

The UCC will call the Refer-To, this is the green line Anywhere365 Dialogue Cloud will also add the header
A365-IsRefer with the value 1. Indicating this is the call that’s a result of a REFER. Customer SBC routes it
towards Teams (#15). Teams will send an invite outbound with REPLACES, this is the #16. In this invite there is a
REPLACES message initiating the replacement of leg #10.

1, 2, 3, 4 = Normal customer call towards UCC.

5, 6, 7, 8 = UCC hunts Agent, Refer SIP message back to UCC
9, 10, 11, 12 = Consult towards PSTN target.
13, 14, 15 = The call that is the result of the Refer SIP message.
16 = Teams will send an reinvite in #10 session to replace this leg and connect it to #15.

40
 End situation:

Anywhere365
Dialogue
Cloud

13 4
15 16
Customer SBC Anywhere365
14 SBC

3
2 11

1 ITSP 12

8.4.1.2.3 Consultative transfer to another UCC.

8 9

Anywhere365
Dialogue
Cloud

17 13 12 5 4
15 19 20
Anywhere365
Customer SBC 14 SBC
11
6
3
18
2

1 ITSP

In this scenario the Teams agent initiates a consultative transfer to another UCC. The Teams agent will put the
call on hold via the blue line and initiate a second call towards the UCC. The consult is the purple line. Because
it’s an UCC this UCC will hunt an Agent of this UCC, this is the red line. When the consult is done the first agent
will hit transfer.

The REFER SIP message will traverse over the blue line towards the UCC. This will call the Refer-To target. This
is the brown line. Anywhere365 Dialogue Cloud will also add the header A365-IsRefer with the value 1.
Indicating this is the call that’s a result of a Refer so it can be routed towards Teams (#19). Teams will send an

41
reinvite outbound with replaces, this is the #20. In this invite #20 there is replaces that replaces leg #10. The
reinvite will actual happen in the SIP ladder of #10.

1, 2, 3, 4 = Normal customer call towards UCC.

5, 6, 7, 8 = UCC hunts Agent, Refer SIP message back to UCC
9, 10, 11, 12 = Consult towards UCC 2.
13, 14, 15, 16 = UCC 2 hunts another Agent.
17, 18, 19 = The call that is the result of the Refer SIP message.
20 = Teams will send a reinvite in #10 session to replace this leg and connect it to #19.

End situation:

Anywhere365
Dialogue
Cloud

17 13 12 4
15 19 20
Anywhere365
Customer SBC 18 SBC
14
11
3

1 ITSP

42
9 RASCI for Customer - Anywhere365 for Operation Support
9.1 Introduction
This document details the way of working for Operational Support between Workstreampeople (WSP) and the
Customer using the Anywhere365 application.

9.2 Responsibility summary

9.2.1 Workstreampeople
Responsible for providing the Anywhere365 service with functionality described in the documentation on
GoLive!. Anywhere365 DialogueCloud is also responsible for providing and maintaining the underlying hosting
platform within the agreed capacities.

In addition, WSP is responsible for the following items:

- Level 2/3 support including 24x7 for Premium Plus Support customers
- Root Cause Analyses (RCA) after Priority 1 incidents solely caused by a malfunction of an Anywhere365
component
- Training of Customers (when purchased)
- Portal to log and track cases (https://supportdesk.workstreampeople.com/)
- Online documentation (https://golive.anywhere365.io/)
- Anywhere365 Dialogue Cloud specific:
o Monitoring and maintenance of Anywhere365
o Provision of monitoring portal (https://status.anywhere365.io/)

9.2.2 Customer
Operating the Anywhere365 application with qualified and trained staff. For cloud deployment this includes the
Office365 / Azure tenant, SIP trunk, SBC and the interfacing with the entry points of Anywhere365 (where
applicable).

- Helpdesk offering L1 support to Anywhere365 users, including 24x7 if a Premium Plus Support
contract is in place.
- Skilled staff for Anywhere365 Level 1 support of at least 2 persons
- Providing the e-mail address and phone number of these staff to WSP so they will be authorized to
submit cases
- Submitting cases, which have been validated that the issue is highly likely to be attributable to
Anywhere365, to WSP using the Portal the according to guidelines
- If Premium Plus support has been purchased; calling the 24x7 support number, provided by WSP, after
submitting a Priority 1 case using the Portal
- Root Cause Analyses (RCA) after Priority 1 incidents due to causes other than the Anywhere365
application
- Support the resolution of the case in a timely manner
- Provide WSP Level 2/3 support engineers access to systems and infrastructure when needed to
resolve the incident case
- Configuration and functional management of Anywhere365

43
9.2.3 RASCI Table
Task & Involved party

Anywhere365
Anywhere365
Anywher365

End-users of
Customer
support
Prime contact for end-users of Anywhere365 A,R
Submitting case to Workstreampeople according to guidelines A,R
L2-3 Support Anywhere365 A,R S,C,I
Root Cause Analyses (RCA) P1 incidents caused by A,R S,C,I
Anywhere365
Root Cause Analyses (RCA) P1 incidents with other causes S,C,I A,R
Change request from end-user C,S A,R C,I
Trained staff to support end-users C,S A,R
Providing Anywhere365 training A,R S,I
Dialogue Cloud deployment specific
Provide the Anywhere365 tenant A,R I
Configuring the Anywhere365 tenant C A,R C,I
Troubleshooting interfacing R,S A,R
Connections into Anywhere365 tenant S,C A,R
Entry points of Anywhere365 tenant A,R S
Monitoring and maintenance of Anywhere365 A,R I
On-premise deployment specific
Infrastructure on which Anywhere365 is running C A,R
Initial installation of Anywhere365 on the infrastructure A,R S
Upgrades to assure Anywhere365 is supported according to C A,R
Anywhere365 Support End of Life Policy
New versions and maintenance updates (via the Customer A,R S
portal)

R: Responsible to execute the task

A: Accountable to ensure task is done

S: Supporting to execute the task

C: Consulted about execution of the task

I: Informed about execution of the task

44
9.2.4 Systems overview for cloud scenario

 Anywhere365 back-end (Orange outline)

o Managed by Anywhere365

 Office365 / Azure tenant (Red outline)

o Managed by customer and customer MS support

 SBC (with Trunk attached) (Blue outline)

o Managed by customer (or partner/provider of customer)

45
9.3 Flow
9.3.1 Summary
 Anywhere365 trained Level-1 support staff of the customers logs a fully detailed case in the online
support portal, highly likely to be attributable to Anywhere365. Relevant information according to the
guidelines should be provided.
 Workstreampeople L2/L3 support operations engineer handles the case with assistance of the
Customer.
 Trained staff of the Customer handles internal communication with end-users including closing of the
incident or service request.

46
10 RASCI for Partner - Anywhere365 for Operation Support
10.1 Introduction
This chapter details the way of working for Operational Support between Workstreampeople (WSP) and the
Partner of Workstreampeople in providing the Anywhere365 application to customers.

10.2 Responsibility summary

10.2.1 Workstreampeople
Responsible for providing the Anywhere365 application with functionality described in the documentation on
GoLive!. If the application is hosted by WSP from their Dialogue Cloud, WSP is also responsible for providing
and maintaining the underlying hosting platform, within the agreed upon capacities.

In addition, WSP is responsible for the following items:

 Level 2/3 support including 24x7 for Premium Plus Support customers
 Root Cause Analyses (RCA) after Priority 1 incidents solely caused by a malfunction of an Anywhere365
component
 Providing training for partners (first 2 persons are included in partner fee)
 Portal to log and track cases (https://supportdesk.workstreampeople.com/)
 On-line documentation (https://golive.anywhere365.io/)
 Anywhere365 Dialogue Cloud specific
o Monitoring and maintenance of Anywhere365
o Provision of monitoring portal (https://status.anywhere365.io/)

10.2.2 Partner of Workstreampeople

Providing an operational Anywhere365 application with qualified staff to the customer. For cloud deployment
this includes the Office365 / Azure tenant, SIP trunk, SBC and the interfacing with the entry points of
Anywhere365 (where applicable).

 Helpdesk offering Level 1 support to customer, including 24x7 for Premium Plus Support customers
 Skilled staff for Anywhere365 Level 1 support of at least 2 persons
 Providing the e-mail address and phone number of these staff to WSP so they will be authorized to
submit cases
 Submitting cases to WSP using the Portal (https://supportdesk.workstreampeople.com/) on behalf of
the customer according to guidelines
(https://golive.anywhere365.io/support/Case_filing_process.html).
 If the customer has purchased Premium Plus support calling the 24x7 support number, provided by
WSP, after submitting a Priority 1 case using the Portal
(https://supportdesk.workstreampeople.com/)
 Root Cause Analyses (RCA) after Priority 1 incidents due to causes other than the Anywhere365
application
o Support the resolution of the case in a timely manner
o Provide WSP Level 2/3 support engineers access to systems and infrastructure when needed
to resolve the incident
o Configuration of Anywhere365 and support the customer with functional management
o On-premise at customer or hosted at partner for customer specific
 Infrastructure on which Anywhere365 is running
 Installation of Anywhere365 on the infrastructure
 Upgrades to assure Anywhere365 is supported according to Anywhere365 Support
End of Life Policy
(https://golive.anywhere365.io/support/anywhere365_support_endoflife.html) as
published on the support portal.

47
10.3 RASCI table
Task & Involved party

Anywhere365

Customer
Partner
Prime contact for customer A,R
L1 Support Anywhere365 A,R S,I
Submitting case to L2-3 according to guidelines A,R
L2-3 Support Anywhere365 A,R S,C,I
Root Cause Analyses (RCA) P1 incidents caused by A,R S,C,I
Anywhere365
Root Cause Analyses (RCA) P1 incidents with other causes S,C,I A,R S,C,I
Change request from customer C A,R C,I
Trained staff to support customers C A,R
Providing Anywhere365 training A,R S,I
Dialogue Cloud deployment specific
Provide the Anywhere365 tenant A,R I
Configuring the Anywhere365 tenant C A,R C,I
Troubleshooting interfacing R,S A,R
Connections into Anywhere365tenant S,C A,R
Entry points of Anywhere365 tenant A,R S
Monitoring and maintenance of Anywhere365 A,R I I
On-premise deployment specific
Infrastructure on which Anywhere365 is running C A,R S,C,I
Installation of Anywhere365 on the infrastructure C A,R S,C,I
Upgrades to assure Anywhere365 is supported according to C A,R S,C,I
Anywhere365 Support End of Life Policy
New versions and maintenance updates (via the partner A,R S
portal)

R: Responsible to execute the task

A: Accountable to ensure task is done

S: Supporting to execute the task

C: Consulted about execution of the task

I: Informed about execution of the task

48
10.4 Systems overview sample for Cloud scenario

 Anywhere365 back-end (Orange outline)

o Managed by Anywhere365

 Office365 / Azure tenant (Red outline)

o Managed by Partner and Partner/customer MS support

 SBC (with Trunk attached) (Blue outline)

o Managed by partner

49
10.5 Flow
10.5.1 Summary
 Customer contacts Partner
 Partners trained staff solves cases if possible, using resources like on-line documentation, test
environment etc.
 If not possible to resolve, and it has been determined that the issue is highly likely attributable to
Anywhere365, trained staff logs a fully detailed case in online support portal, that they have
(pre)registered with, providing relevant information according to the guidelines.
 Workstreampeople L2/L3 support operations engineers handle the case with assistance of the partner.
 Partner handles communication with the customer including closing of the incident or the service
request.

50