Dialogue Cloud

How Core accesses SharePoint UCC Sites

Introduction

These views shows the various connections, steps and authentication paths taken when 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. Core connects to your Anywhere365 SharePoint Sites.

Note

Some steps in the views shown can be a simplified representation of reality but should provide you with a clearer understanding of these steps and building blocks involved. The direction of an arrow typically represent the initial direction a connection is made, after which signals or traffic can flow both ways. (For a step marked as "0" it is assumed the connection has already been established in an earlier process)

View 1: Using AppId and AppSecret

View 1 shows authentication is achieved using your generated Microsoft 365 App Registration credentials per SharePoint Site: Client Id and Client Secret (also known as AppId and AppSecret).

View 2: Using Anywhere365's Regional Microsoft Entra ID App Only with certificate

View 2 shows authentication is achieved using Anywhere365's regional Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) AppOnly and X.509 Certificate trusted Enterprise App.