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Last updated: 20 March 2026

Fusion for AnywhereNow Module (Admin View)

Module Purpose

Fusion for AnywhereNow extends the Microsoft Teams-integrated service environment by exposing administration for AnywhereNow Cloud Contact Center inside Fusion. The focus is on linking existing AnywhereNow structures and automating the provisioning and maintenance of agents and supervisors associated with those structures.

Customers subscribe separately to AnywhereNow and perform core contact-center queue, omnichannel, and reporting configuration in the AnywhereNow portal itself. Fusion then provides operational integration for agent and supervisor provisioning against existing sites and queues.

Availability and Entry Point

After the Microsoft tenant has been onboarded, the AnywhereNow tab becomes available in the relevant tenant subscription view. This dependency is important: AnywhereNow administration in Fusion follows Teams onboarding and is exposed as part of that service context.

AnywhereNow Administration Flow

A typical stepwise process is:

1. Open the relevant tenant subscription after Microsoft Teams onboarding has been completed
2. Select the AnywhereNow tab
3. Link the required root site
4. Allow the platform to automatically load the associated subsites
5. Filter the visible sites to create a relevant operational view
6. Select a site or subsite to manage
7. Review the current list of agents and supervisors
8. Link an existing agent or supervisor where required
9. Update an existing assignment where role or details have changed
10. Remove a user from the site if they should no longer be associated
11. Add a new agent with the appropriate skills and scores

Root Sites and Subsites

The first operational action is to link a root site. Fusion then automatically loads the subsites underneath that root site. Administrators can filter those subsites to create a custom management view, which is especially useful in larger or geographically distributed deployments.

Agent and Supervisor Administration

Once a site is selected, administrators can:

• List agents and supervisors
• Filter the visible entries
• Link an existing agent or supervisor to the site
• Update an existing agent or supervisor
• Remove an agent or supervisor from the site

Adding a New Agent

The add-agent form includes role selection and skill-score assignment. The skill definitions themselves are maintained in AnywhereNow, but Fusion allows the administrator to assign those skills and scores when linking the user operationally into the site context. This allows Fusion to function as the operational provisioning layer while AnywhereNow remains the source of queue and skill-model design.

Troubleshooting and Support

Fusion includes audit and diagnostic support features, but administrators should take a structured approach to troubleshooting.

Recommended Troubleshooting Sequence

1. Confirm the administrator is operating in the correct hierarchy level and tenant context
2. Review breadcrumbs to verify location
3. Check entitlement and product assignment
4. Confirm subscription linkage and module availability
5. Review Audit for recent changes
6. Check event / webhook configuration if downstream integrations are expected
7. Verify synchronisation indicators, especially in SIP trunking scenarios
8. Escalate with supporting audit evidence if the issue is platform-side or integration-specific