innovaphone wiki - User contributions [en]

Howto:AnyContact innoACD - SNcom - Partner App

2025-11-25T11:37:43Z

DeChrisch:

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:AC Architecure.png|none|thumb|ac_architecure.png/|ac_architecure.png/]]
In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* Last Agent Routing
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
** Live Queue Monitor
** Live Waiting Monitor
** Live Agent Monitor
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* Servicelevels per Queue
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|-
|AC Team Admin
|Within this app, agents are logically assigned to teams. Each agent can be assigned to a team here, allowing configuration settings to be inherited from the team to the individual agents.
|}
[[File:Image Admin Apps.png|image_admin_apps.png/|image_admin_apps.png/]]<br />

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:Image Agent Apps.png|image_agent_apps.png/|image_agent_apps.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

Licenses can be purchased either through innovaphone or directly from SNcom.

Purchasing through innovaphone is based on the official innovaphone price lists. Please contact innovaphone directly or your responsible sales partner for this.

It is possible to flexibly combine innovaphone system licenses and direct system licenses.

==== Provision and activation of a direct license via SNcom ====
After ordering an innoACD license, the customer receives a specific '''license key''', which is activated via the central management application “'''AC Admin'''.” This key activates the system according to the ordered features and user count.

'''Provision and activation'''
* The license key is generated individually after order verification and provided to the customer by our order processing or project team.
* The key is applied via the AC Admin app, where the license status can also be viewed at any time.
* Activation is effective immediately on the system side and includes all configured apps and functions.
'''Duration and usage'''
* An innoACD license is '''valid for 12 months''' from the licensed start date.
* Current and maximum possible license utilization is visible in the “'''AC Agent Dashboard'''” for authorized users, enabling administrators and supervisors to monitor the license situation at all times.

==== Provision and activation of a license obtained through innovaphone ====
You will receive a license file from your sales partner, which must be activated in the PBX with the corresponding serial number. Please note that all existing licenses must always be activated together.

# '''Importing the license file into the PBX''' Open the classic configuration interface of the PBX and navigate to: General → License Select the provided license file via “Choose File” and activate it with “Upload”.
# '''Assigning the license to the AC Agent application''' After successful activation, navigate to: PBX → Objects → AC Agent Open the “App” tab and enter the number of licenses you want to assign to this app platform in the “License” field.

[[File:LicActivationInno.png|licactivationinno.png/]]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via '''Settings''' (former PBX Manager) on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The Long Name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>
[[File:QueueConfig.png|none|thumb|queueconfig.png/|queueconfig.png/]]
In the example above, a '''Waiting Queue device''' has been created for an IT hotline. Please note the following:

* The prefix '''“AnyContact”''' must be placed '''in front of the actual queue name''' in the '''Long Name''' field. Otherwise, the queue cannot be managed via the '''AC Queue Admin''' app.
* The '''“Hardware ID”''' must not be removed.
* '''Do not assign any call groups''' to the newly created queue, as all call routing is handled centrally by the '''anyContact innoACD app service'''. No group assignments are required.

Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel: [tel:+4923829570300 +49 2382 9570-300]
|-
| Mail: [mailto:info@sncom.de info@sncom.de]
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-11-25T11:35:46Z

DeChrisch:

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:AC Architecure.png|none|thumb|ac_architecure.png/]]
In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* Last Agent Routing
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
** Live Queue Monitor
** Live Waiting Monitor
** Live Agent Monitor
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* Servicelevels per Queue
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|-
|AC Team Admin
|Within this app, agents are logically assigned to teams. Each agent can be assigned to a team here, allowing configuration settings to be inherited from the team to the individual agents.
|}
[[File:Image Admin Apps.png|image_admin_apps.png/]]<br />

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:Image Agent Apps.png|image_agent_apps.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

Licenses can be purchased either through innovaphone or directly from SNcom.

Purchasing through innovaphone is based on the official innovaphone price lists. Please contact innovaphone directly or your responsible sales partner for this.

It is possible to flexibly combine innovaphone system licenses and direct system licenses.

==== Provision and activation of a direct license via SNcom ====
After ordering an innoACD license, the customer receives a specific '''license key''', which is activated via the central management application “'''AC Admin'''.” This key activates the system according to the ordered features and user count.

==== Provision and activation ====

* The license key is generated individually after order verification and provided to the customer by our order processing or project team.
* The key is applied via the AC Admin app, where the license status can also be viewed at any time.
* Activation is effective immediately on the system side and includes all configured apps and functions.

==== Duration and usage ====

* An innoACD license is '''valid for 12 months''' from the licensed start date.
* Current and maximum possible license utilization is visible in the “'''AC Agent Dashboard'''” for authorized users, enabling administrators and supervisors to monitor the license situation at all times.

==== Provision and activation of a license obtained through innovaphone ====
You will receive a license file from your sales partner, which must be activated in the PBX with the corresponding serial number. Please note that all existing licenses must always be activated together.

# '''Importing the license file into the PBX''' Open the classic configuration interface of the PBX and navigate to: General → License Select the provided license file via “Choose File” and activate it with “Upload”.
# '''Assigning the license to the AC Agent application''' After successful activation, navigate to: PBX → Objects → AC Agent Open the “App” tab and enter the number of licenses you want to assign to this app platform in the “License” field.

[[File:LicActivationInno.png]]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via '''Settings''' (former PBX Manager) on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The Long Name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>
[[File:QueueConfig.png|none|thumb|queueconfig.png/|queueconfig.png/]]
In the example above, a '''Waiting Queue device''' has been created for an IT hotline. Please note the following:

* The prefix '''“AnyContact”''' must be placed '''in front of the actual queue name''' in the '''Long Name''' field. Otherwise, the queue cannot be managed via the '''AC Queue Admin''' app.
* The '''“Hardware ID”''' must not be removed.
* '''Do not assign any call groups''' to the newly created queue, as all call routing is handled centrally by the '''anyContact innoACD app service'''. No group assignments are required.

Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel: [tel:+4923829570300 +49 2382 9570-300]
|-
| Mail: [mailto:info@sncom.de info@sncom.de]
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

File:LicActivationInno.png

2025-11-25T11:34:54Z

DeChrisch:

LicActivationInno

Howto:AnyContact innoACD - SNcom - Partner App

2025-09-18T16:22:42Z

DeChrisch: V2 Features Added

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:AC Architecure.png|none|thumb]]
In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* Last Agent Routing
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
** Live Queue Monitor
** Live Waiting Monitor
** Live Agent Monitor
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* Servicelevels per Queue
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|-
|AC Team Admin
|Within this app, agents are logically assigned to teams. Each agent can be assigned to a team here, allowing configuration settings to be inherited from the team to the individual agents.
|}
[[File:Image Admin Apps.png]]<br />

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:Image Agent Apps.png]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via '''Settings''' (former PBX Manager) on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The Long Name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>
[[File:QueueConfig.png|none|thumb|queueconfig.png/]]
In the example above, a '''Waiting Queue device''' has been created for an IT hotline. Please note the following:

* The prefix '''“AnyContact”''' must be placed '''in front of the actual queue name''' in the '''Long Name''' field. Otherwise, the queue cannot be managed via the '''AC Queue Admin''' app.
* The '''“Hardware ID”''' must not be removed.
* '''Do not assign any call groups''' to the newly created queue, as all call routing is handled centrally by the '''anyContact innoACD app service'''. No group assignments are required.

Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel: [tel:+4923829570300 +49 2382 9570-300]
|-
| Mail: [mailto:info@sncom.de info@sncom.de]
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

File:AC Architecure.png

2025-09-18T16:20:45Z

DeChrisch:

AC Architecure

File:Image Admin Apps.png

2025-09-18T16:17:53Z

DeChrisch:

Image_Admin_Apps

File:Image Agent Apps.png

2025-09-18T16:16:06Z

DeChrisch:

Image_Agent_Apps

Howto:AnyContact innoACD - SNcom - Partner App

2025-07-30T16:27:55Z

DeChrisch:

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:Architecture1.png|none|thumb|anyContact innoACD Architecture|architecture1.png/]]
In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The Long Name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>
[[File:QueueConfig.png|none|thumb]]
In the example above, a '''Waiting Queue device''' has been created for an IT hotline. Please note the following:

* The prefix '''“AnyContact”''' must be placed '''in front of the actual queue name''' in the '''Long Name''' field. Otherwise, the queue cannot be managed via the '''AC Queue Admin''' app.
* The '''“Hardware ID”''' must not be removed.
* '''Do not assign any call groups''' to the newly created queue, as all call routing is handled centrally by the '''anyContact innoACD app service'''. No group assignments are required.

Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

File:QueueConfig.png

2025-07-30T16:25:46Z

DeChrisch:

QueueConfig

Howto:AnyContact innoACD - SNcom - Partner App

2025-07-21T12:48:57Z

DeChrisch: /* Description */

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:Architecture1.png|none|thumb|anyContact innoACD Architecture]]
In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-07-21T12:18:09Z

DeChrisch: /* Description */

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:Architecture1.png|none|thumb|Architecture|architecture1.png/]]

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-07-21T12:17:26Z

DeChrisch:

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:Architecture1.png|none|thumb|architecture1.png/]]

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-07-21T12:16:30Z

DeChrisch: /* Description */

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs
[[File:Architecture1.png|none|thumb]]

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

File:Architecture1.png

2025-07-21T12:15:37Z

DeChrisch:

Architecture1

Howto:AnyContact innoACD - SNcom - Partner App

2025-07-21T09:17:36Z

DeChrisch: /* Description */

[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==

{{Template:Compat_Status_referral_product_new|type=App}}

This App has been listed July 2025.

==Category==

[[Category:Partner Apps|{{PAGENAME}}]]
{{Category:3rdParty Contact Center Applications}}
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]

==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

The solution is installed directly via the app – no complex setup or migration projects are necessary.

* Rapid deployment in just a few minutes
* No additional servers or infrastructure
* No extra infrastructure costs

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14r2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-27T09:39:56Z

DeChrisch: /* Vendor */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T11:25:58Z

DeChrisch: /* Functions */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Fair Agent Utilization
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T11:06:15Z

DeChrisch: /* Configuration */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T10:18:41Z

DeChrisch: /* Configuration */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T10:17:09Z

DeChrisch: /* Compatible innovaphone firmware versions */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== 1 Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

1.1 Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>1.2 Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== 2 Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

2.1 Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== 3 Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

3.1 Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

3.2 Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T10:09:06Z

DeChrisch: /* Licensing */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

'''Key Points'''
* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

'''License Activation'''
* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''[https://docs.anycontact.de/deviacden/ac-admin AC Admin App]'''
* All features and apps are enabled immediately upon activation

'''Validity and Grace Period'''
* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Step 1: Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

1.1 Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>1.2 Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Step 2: Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

2.1 Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Step 3: Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

3.1 Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

3.2 Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T10:05:00Z

DeChrisch: /* Licensing */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others. For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/license-model-and-licensing License Model and Licensing]

==== Key Points: ====

* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

==== License Activation: ====

* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''AC Admin app'''
* All features and apps are enabled immediately upon activation

==== Validity and Grace Period: ====

* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












For a detailled description refer to chapter [https://docs.anycontact.de/deviacden/configuration-of-anycontact-innoacd Configuration of anyContact innoACD]

To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Step 1: Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

1.1 Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>1.2 Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Step 2: Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

2.1 Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Step 3: Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

3.1 Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

3.2 Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T10:01:06Z

DeChrisch: /* Configuration */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others.

==== Key Points: ====

* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

==== License Activation: ====

* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''AC Admin app'''
* All features and apps are enabled immediately upon activation

==== Validity and Grace Period: ====

* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key
*

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Step 1: Create and Configure an anyContact Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

1.1 Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Choose your configuration method:
** '''Classic Method:''' via the '''Device view''' on the PBX
** '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix "AnyContact" (e.g. AnyContactSupport).

This prefix is required for innoACD integration but is '''not displayed''' in the anyContact configuration apps</blockquote>1.2 Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Step 2: Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

2.1 Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Step 3: Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

3.1 Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

3.2 Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://sncom.de/kontakt/ our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T09:52:42Z

DeChrisch:

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==




'''anyContact innoACD''' uses a '''concurrent user licensing model''', where licenses are only consumed when agents are actively logged in and using the ACD. Once an agent logs out, the license is released and becomes available for others.

==== Key Points: ====

* '''Dynamic license usage''' based on simultaneous agent logins
* '''Cost-efficient''': Only pay for actual usage, not total headcount
* '''Ideal for''' shift operations, part-time staff, or seasonal demand
* '''Real-time monitoring''' of license usage via the AC Agent Dashboard

==== License Activation: ====

* Licenses are provided via a '''license key''' after order confirmation
* Activation is done centrally via the '''AC Admin app'''
* All features and apps are enabled immediately upon activation

==== Validity and Grace Period: ====

* License validity: '''individual''' from activation date
* '''2-week grace period''' after expiration for renewal
* Without renewal, system switches to '''demo mode''' (max. 2 agents)
* Full functionality is restored upon entry of a new valid license key
*

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Step 1: Create and Configure an ACD Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

1.1 Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix <code>AnyContact</code> (e.g. <code>AnyContactSupport</code>).

This prefix is required for innoACD integration but is '''not visible''' in the anyContact configuration apps.</blockquote>1.2 Choose your configuration method:

* '''Classic Method:''' via the '''Device view''' on the PBX
* '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform

1.3 Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Step 2: Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

2.1 Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Step 3: Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

3.1 Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

3.2 Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T09:38:40Z

DeChrisch: /* Compatible innovaphone firmware versions */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Step 1: Create and Configure an ACD Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

1.1 Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix <code>AnyContact</code> (e.g. <code>AnyContactSupport</code>).

This prefix is required for innoACD integration but is '''not visible''' in the anyContact configuration apps.</blockquote>1.2 Choose your configuration method:

* '''Classic Method:''' via the '''Device view''' on the PBX
* '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform

1.3 Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Step 2: Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

2.1 Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Step 3: Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

3.1 Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

3.2 Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T09:37:02Z

DeChrisch: /* Versions */

{{FIXME|reason=Work in progress, still incomplete}}
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|right|500x500px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/ Automatic / Intelligent Call Distribution (ACD / ICD)]
* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* Skill Levels
* Inter-Agent Transfer
* After-Call Work / Wrap-up
* Short Calls
* Queue Factors
* Mandatory and optional Skills
* Mandatory Skill Timers
* Queue Overflows
* RONA (Redirect on no answer)
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==
To successfully deploy the anyContact innoACD solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==












To operate the '''anyContact innoACD''', the setup requires configuration of '''three core object types''':

# '''Applications''' – for administration and assigning agents to skills
# '''Waiting Queues''' – managed by innoACD via innovaphone WaitingQueue objects
# '''ACD Agents''' – users who participate in skill-based routing

=== Step 1: Create and Configure an ACD Queue Device ===
The ACD Queue Device is based on the '''innovaphone WaitingQueue''' object.

To use it with innoACD, follow these steps:

1.1 Create or select a WaitingQueue object

* Go to the '''innovaphone PBX'''.
* Create a new object of type '''WaitingQueue''' or select an existing one.

<blockquote>'''Important:'''

The name of the WaitingQueue must start with the prefix <code>AnyContact</code> (e.g. <code>AnyContactSupport</code>).

This prefix is required for the SNcom ACD integration but is '''not visible''' in the anyContact configuration apps.</blockquote>1.2 Choose your configuration method:

* '''Classic Method:''' via the '''Device view''' on the PBX
* '''Modern Method:''' via the '''PBX Manager''' on the innovaphone App Platform

1.3 Define announcements:

* Set up desired '''greeting''' and '''queue announcements''' for the WaitingQueue.

=== Step 2: Configure Routing and Skills via AC Queue Admin App ===
After the WaitingQueue is set up, continue as follows:

2.1 Open the AC Queue Admin App

* Select the queue to be managed.
* Define '''required skills''' (e.g. product knowledge, languages).
* Configure additional '''routing parameters''' such as priority levels, overflow handling, or working hours.

=== Step 3: Set Up ACD Agents (Users) ===
Agents are standard innovaphone users with additional ACD-specific rights.

3.1 Assign AC Agent App access

* Ensure each agent has access to the '''AC Agent App'''.
* This can be granted:
** Directly in the user object
** Via a '''config profile''' in the profile chain

3.2 Manage individual agent skills

* Use the '''AC Admin Agent App''' to:
** Assign skills (e.g. “English”, “Support Level 2”)
** Adjust proficiency levels, if applicable
** Enable or disable agent participation in specific queues

=== Final Check: Test and Monitor ===

* Ensure all queues, skills, and agents are properly linked.
* Place test calls to verify skill-based routing logic.
* Use available monitoring tools or dashboards to observe live activity.

==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Mail: info@sncom.de
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T09:26:09Z

DeChrisch:

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-26T09:18:14Z

DeChrisch: /* Functions */

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-25T10:30:51Z

DeChrisch:

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T20:00:32Z

DeChrisch:

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T19:57:23Z

DeChrisch:

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T19:54:14Z

DeChrisch: /* Compatible innovaphone firmware versions */

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==
===Compatible innovaphone firmware versions===

The AppPlatform must be active with at least version 14.2.
==Configuration==













==Contact==
{|
| SNcom GmbH
|-
| Christian Brunschier
|-
| Zeche Westfalen 1
|-
| 59227 Ahlen Germany
|-
| Tel:
|-
| Fax:
|-
| Mail:
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T19:48:34Z

DeChrisch: /* Administrative Apps */

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== Administrative Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== Agent Apps ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==


===Compatible innovaphone firmware versions===

* innovaphone V13r?
===Application versions used for interop testing===


* vendorname productname versionno

* innovaphone V13r?sr?

==Configuration==













==Contact==




{|
| CompanyName
|-
| ContactName
|-
| Street
|-
| ZIP City Country
|-
| Tel:
|-
| Fax:
|-
| Mail: [mailto:contactname@companyname contactname@companyname]
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T14:45:30Z

DeChrisch: /* inno ACD Apps */

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

==== '''Administrative Apps''' ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

==== '''Agent Apps''' ====
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==


===Compatible innovaphone firmware versions===

* innovaphone V13r?
===Application versions used for interop testing===


* vendorname productname versionno

* innovaphone V13r?sr?

==Configuration==













==Contact==




{|
| CompanyName
|-
| ContactName
|-
| Street
|-
| ZIP City Country
|-
| Tel:
|-
| Fax:
|-
| Mail: [mailto:contactname@companyname contactname@companyname]
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T14:44:36Z

DeChrisch: /* Multi-PBX ready */

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

'''Administrative Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

'''Agent Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===
There are no known restrictions.

===Cloud ready===
There are no known restrictions.

=== Provided APIs ===
anyContact innoACD does not provide any APIs yet.
==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==


===Compatible innovaphone firmware versions===

* innovaphone V13r?
===Application versions used for interop testing===


* vendorname productname versionno

* innovaphone V13r?sr?

==Configuration==













==Contact==




{|
| CompanyName
|-
| ContactName
|-
| Street
|-
| ZIP City Country
|-
| Tel:
|-
| Fax:
|-
| Mail: [mailto:contactname@companyname contactname@companyname]
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T14:27:53Z

DeChrisch:

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==
For a detailled description of functions and features, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

'''Administrative Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/|ac_queue_admin.png/]]

'''Agent Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/|ac_dashboard.png/]]

===Multi-PBX ready===





===Cloud ready===





=== Provided APIs ===






==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==


===Compatible innovaphone firmware versions===

* innovaphone V13r?
===Application versions used for interop testing===


* vendorname productname versionno

* innovaphone V13r?sr?

==Configuration==













==Contact==




{|
| CompanyName
|-
| ContactName
|-
| Street
|-
| ZIP City Country
|-
| Tel:
|-
| Fax:
|-
| Mail: [mailto:contactname@companyname contactname@companyname]
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T14:08:56Z

DeChrisch:

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/|logo-sncom.png/]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==
For a detailled description of mentioned functions, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

'''Administrative Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px|image.png/]]

[[File:AC Agent Admin.png|250x250px|ac_agent_admin.png/]]

[[File:AC Queue Admin.png|250x250px|ac_queue_admin.png/]]

'''Agent Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px|ac_agent.png/]]

[[File:AC Dashboard.png|250x250px|ac_dashboard.png/]]

===Multi-PBX ready===





===Cloud ready===





=== Provided APIs ===






==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==


===Compatible innovaphone firmware versions===

* innovaphone V13r?
===Application versions used for interop testing===


* vendorname productname versionno

* innovaphone V13r?sr?

==Configuration==













==Contact==




{|
| CompanyName
|-
| ContactName
|-
| Street
|-
| ZIP City Country
|-
| Tel:
|-
| Fax:
|-
| Mail: [mailto:contactname@companyname contactname@companyname]
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T14:06:57Z

DeChrisch:

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px|logo_anycontact_innoacd-sncom-097921-20250616-090718.png/]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px|logo-sncom.png/]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==
For a detailled description of mentioned functions, please refer to the official [https://docs.anycontact.de/inno_acd/ online reference manual of anyContact innoACD].

* [https://docs.anycontact.de/inno_acd/skill-based-routing-mit-anycontact-innoacd Skill-Based Routing]
* [https://docs.anycontact.de/inno_acd/ac-agent Agent Client]
* [https://docs.anycontact.de/inno_acd/ac-agent-dashboard Dashboard]
* [https://docs.anycontact.de/inno_acd/feature-glossar-alphabetisch General Contact Center Features]

=== inno ACD Apps ===
A total of five different apps are available for the configuration and operation of “anyContact innoACD,” enabling granular access and permission management. Each of these apps is described in detail in this section.

'''Administrative Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Admin
| colspan="1" rowspan="1" |This app serves as the central point for configuring system-wide settings that affect all components of anyContact innoACD. It is also used to manage the licensing of the solution.
|-
| colspan="1" rowspan="1" |AC Agent Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for users and agents – including the assignment of skills and the definition of skill levels.
|-
| colspan="1" rowspan="1" |AC Queue Admin
| colspan="1" rowspan="1" |This app is used to configure all relevant settings for the queues made available in the system with the “anyContact” prefix.
|}
[[File:Image.png|250x250px]]

[[File:AC Agent Admin.png|250x250px]]
[[File:AC Queue Admin.png|250x250px]]

'''Agent Apps'''
{| class="wikitable"
| colspan="1" rowspan="1" |AC Agent
| colspan="1" rowspan="1" |With this app, users log in as agents to “innoACD” and are thereby integrated into the intelligent routing process.
|-
| colspan="1" rowspan="1" |AC Dashboard
| colspan="1" rowspan="1" |This app displays the standard dashboard, providing a real-time overview of key metrics such as the number of logged-in and available agents, as well as the maximum wait times across all queues.
|}
[[File:AC Agent.png|250x250px]]

[[File:AC Dashboard.png|250x250px]]

===Multi-PBX ready===





===Cloud ready===





=== Provided APIs ===






==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==


===Compatible innovaphone firmware versions===

* innovaphone V13r?
===Application versions used for interop testing===


* vendorname productname versionno

* innovaphone V13r?sr?

==Configuration==













==Contact==




{|
| CompanyName
|-
| ContactName
|-
| Street
|-
| ZIP City Country
|-
| Tel:
|-
| Fax:
|-
| Mail: [mailto:contactname@companyname contactname@companyname]
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

Howto:AnyContact innoACD - SNcom - Partner App

2025-06-24T10:18:59Z

DeChrisch: Created page with " right ==Product Name== 250x250px [http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD] ==Certification Status== <!-- do not remove comment. Will be added by innovaphone upon document check, app availability in innovaphone..."

[[Image:CompanyLogo.png||200px|right]]

==Product Name==
[[File:Logo anyContact innoACD-sncom-097921-20250616-090718.png|250x250px]]

[http://www.sncom.de SNcom GmbH]: [https://docs.anycontact.de/inno_acd/ anyContact innoACD]

==Certification Status==


==Category==




==Vendor==
[[File:Logo-sncom.png|250x250px]]

'''The name SNcom stands for Solution Network – reflecting our focus on providing integrated, well-designed solutions for modern communication.'''
We connect people with businesses, systems with processes, and technology with strategy.
Our portfolio includes all components required for contemporary customer service – delivered as customized, needs-based solutions.

[https://sncom.de/uber-uns/ SNcom GmbH - About us]

==Description==
SNcom GmbH offers “'''anyContact innoACD'''”, an independent call/contact center solution for intelligent call handling on the '''innovaphone App Platform'''.

In contrast to the standard built-in, purely waiting queue-based solutions, innoACD relies on intelligent '''skill-based routing''': Incoming calls are not simply processed in the order of arrival or via call groups, but are distributed based on the individual skills of the available agents. This enables an optimized service experience for the caller.

The technical foundation is still based on i'''nnovaphone Waiting Queues''', which continue to be used for call tracking and playing announcements. However, the control of the routing – in other words, the decision about which agent or target is selected for a call – is handled entirely by innoACD’s intelligent routing logic.

[https://docs.anycontact.de/inno_acd/ anyContact innoACD]

== Requirements ==
To successfully deploy the '''anyContact innoACD''' solution, the following technical requirements must be met:

'''innovaphone PBX:'''

A running installation of the innovaphone PBX is required.

'''innovaphone AppPlatform:'''

The AppPlatform must be active with at least version 14.2. anyContact innoACD is deployed directly on this platform.

'''Administrative rights on the innovaphone PBX:'''

Administrative access rights to the innovaphone PBX are required for setup and configuration of the solution. These rights are necessary to properly create and link objects such as queues, users, and interfaces.

==Functions==






===Multi-PBX ready===





===Cloud ready===





=== Provided APIs ===






==Licensing==



App(manufacturer-appname)
Service(manufacturer-appname)

==Prerequisites==



==Versions==


===Compatible innovaphone firmware versions===

* innovaphone V13r?
===Application versions used for interop testing===


* vendorname productname versionno

* innovaphone V13r?sr?

==Configuration==













==Contact==




{|
| CompanyName
|-
| ContactName
|-
| Street
|-
| ZIP City Country
|-
| Tel:
|-
| Fax:
|-
| Mail: [mailto:contactname@companyname contactname@companyname]
|}

For any questions please refer to [https://www.vendor.tld/contact our contact page].

File:AC Admin.png

2025-06-18T23:38:11Z

DeChrisch:

AC Admin

File:WarapUp.png

2025-06-18T23:27:59Z

DeChrisch:

WarapUp

File:OngoingCall.png

2025-06-18T23:26:33Z

DeChrisch:

OngoingCall

File:RONAMsg.png

2025-06-18T23:24:56Z

DeChrisch:

RONAMsg

File:IncomingCallReserve.png

2025-06-18T23:23:23Z

DeChrisch:

IncomingCallReserve

File:RederectionMsg.png

2025-06-18T23:19:18Z

DeChrisch:

RederectionMsg

File:NotAvailMsg.png

2025-06-18T23:17:36Z

DeChrisch:

NotAvailMsg

File:Agent ready.png

2025-06-18T23:15:42Z

DeChrisch:

Agent ready

File:Prevention Presense.png

2025-06-18T23:13:35Z

DeChrisch:

Prevention Presense

File:Join queues.png

2025-06-18T23:11:34Z

DeChrisch:

Join queues

File:AC Dashboard.png

2025-06-18T22:01:47Z

DeChrisch:

AC Dashboard