Architecture Overview

To provide a graphically supported overview of the deployments or building-blocks of an Anywhere365 environment, the below links will give you insight into various (sub) configurations.

Dialogue Cloud

A simplified view of Dialogue Cloud is shown here.

Anywhere365 can be seen as a suite of (many) building blocks.

• In the All Building-Blocks link below, a full scroll (or carpet) of all building-blocks is shown.

• Below that a selection of scenarios which, when used in that selected combination, attain a specific Anywhere365 functionality.

• The dotted line between the left hand column and the two columns on the right is the demarcation line for maintenance responsibility of the building blocks therein.

Hopefully this will clarify the sometimes complicated world of Anywhere365.

All Building-Blocks

(of Dialogue Cloud V3)

Architecture scroll of All Anywhere365 Dialogue Cloud building-blocks

Scenarios

SharePoint Connect Scenarios

• SharePoint Ucc.Creator Creating, Adding, Updating Sites

• SharePoint Access by UCC Core

• SharePoint Access by Dialogue Studio (to be added)

• SharePoint Access by Power Automate for Timerjobs or Retention Policies (to be added)

Start-up and Authentication (Sign-in) Scenarios

• UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Service Startup, Authentication and Connection to peripheral services (to be added)

• Snapper Start-up, Authentication and Initial Connection to UCC

• WebAgent Start-up, Authentication and Initial Connection to UCC

• Dialogue Studio Sign-in (to be added)

• Inflight Wallboard Start-up and Sign-in (to be added)

• WebWallboard Start-up and Sign-in (to be added)

Audio Dialogue Scenarios

• Inbound call and hunt

• Various Speech providers

• Outbound calling (to be added)

• Call Recording and storage (to be added)

Text (email, webchat, etc) Dialogue Scenarios

• Text Dialogues: Emails using EDP (Email Dialogue Provider) - (To be added)

• Text Dialogues: WebChat using WCDP2 (WebChat Dialogue Provider 2) - (To be added)

• Text Dialogues: WhatsApp or SMS using CM or Vonage (3rd party subscription services) - (To be added)