Migrate from Anywhere365 to Zendesk

Anywhere365 UCC profiles carry agent presence states, skill assignments, and lowest-presence hunt values. We extract agent identities from the Core REST API by email address and map them to Zendesk agent accounts. Any agent without an email match in the Zendesk destination is placed in a reconciliation queue for the customer's admin to provision the account before record migration resumes.

Anywhere365 Queues are distinct logical constructs above Microsoft Teams Phone System and are not exposed via Microsoft Graph API. We pull all queue data directly from the Anywhere365 Core REST API or Attendant Console configuration exports, capturing routing rules, escape actions, SLA thresholds, and wrap-up codes. Each Queue maps to a Zendesk Group for agent assignment and a View for filtering tickets by queue origin. Routing rules and SLA thresholds are delivered as a written configuration inventory for the admin to rebuild in Zendesk SLA policies and trigger conditions.

Dialogue Manager scripts with branching logic across voice, web chat, WhatsApp, and email channels store texts dynamically via text-to-speech references. These scripts do not migrate as executable code to Zendesk because Zendesk uses a different automation model (triggers, macros, and automations). We deliver a written inventory of every Dialogue Manager script with its trigger conditions, branching logic, channel scope, and prompt references so the admin can rebuild equivalent routing logic in Zendesk.

Historical interaction records from Anywhere365 (full customer dialogue, agent assignment, queue wait time, wrap-up codes, and disposition) map to Zendesk tickets with the requester as the ticket submitter and agent assignments mapped via the agent email lookup. Each channel's message thread becomes a sequential comment on the ticket in chronological order. Attachments and recording URLs migrate as Zendesk ticket attachments linked to the corresponding comment.

Queue jukeboxes, announcements, and music-on-hold are media assets referenced by Anywhere365 queue configurations. We export a manifest of all media asset references (file names, URLs if externally hosted, and queue associations). The actual audio files require download, re-upload to Zendesk attachment storage, and re-linkage to queue configuration inventory for manual reassociation post-migration. Zendesk does not have a native IVR prompt hosting feature; if IVR functionality is required, Zendesk Talk IVR routing is a separate configuration.

WebAgent desktop configurations with tab layouts, queue display preferences, call controls, and shortcut settings are not transferable to Zendesk's agent workspace model. We document each agent's WebAgent configuration as a written record for the admin to use as a reference when setting up Zendesk agent preferences, desktop layouts, and macro assignments in the Zendesk admin interface.

Anywhere365 custom name-value pairs for customer segmentation, SLA tiers, and routing attributes extend standard objects. We export these as name-value pairs and map them to Zendesk custom fields on the appropriate Zendesk object (ticket, user, or organization) using matching field types. The customer's admin must pre-create custom field definitions in Zendesk matching the source types before migration; we flag any fields that have no Zendesk equivalent.

Multichannel dialogue threads in Anywhere365 may be linked to CRM records via the CRM Service connector. We preserve thread integrity by mapping each conversation to a single Zendesk ticket with channel-specific comments, maintaining the chronological order of each inbound and outbound message. Channel metadata (WhatsApp, SMS, web chat) is stored in a custom ticket field for segmentation and reporting.

Anywhere365 SLA thresholds configured at the Queue level (first response time, resolution time, escalation triggers) are extracted from queue configurations and delivered as a written SLA inventory. Each queue's SLA terms map to a Zendesk SLA Policy applied to the corresponding Group or ticket field. SLA policy creation is a Zendesk admin configuration step post-migration.

WFM components track agent schedules, adherence, and forecasting data via the Core REST API. We export available WFM configuration values (schedule templates, adherence rules, forecast periods) as a written reference document. Zendesk does not include a native WFM module in standard or Suite plans; if WFM capability is required post-migration, third-party integrations such as NICE Workforce Management or Calabrio integrate with Zendesk as separate implementations.