Dialogue Cloud

Anywhere365 Authentication Service

Warning

If you are using the REST API of the Dashboard- or Attendant Service (for example for controlling the recordings), please contact your Anywhere365 representative before activating Anywhere365 Authentication. Your application needs to be enabled for Anywhere365 Authentication in combination with a client-id and -secret.

Anywhere365 Authentication allows users to login with their own Microsoft 365 credentials with various Anywhere365 products. This provides a familiar interface for your end-user, additional security and will optionally follow your multi-factor authentication.

Prerequisites

Note

If users are assigned a Conditional Access Policy (CAP) as part of The 'Require compliant device' policy, then it is necessary to Exclude the Azure App Registration, see step 2 below, for the use of the Anywhere365 Authentication Service. Ensure this is allowed by your security officer.

For more information see: , Learn More - Microsoft

The Anywhere365 products covered by Anywhere365 Authentication:

  • Snapper
  • Inflight Wallboard
  • Web Wallboard
  • Dialogue Studio
  • Generic Dialogue Provider (REST API)

Steps required to activate Anywhere365 Authentication

  1. Obtain your "Anywhere365 Tenant ID A Unique GUID tied to your Anywhere365 subscription for your Tenant. This Tenant ID is created upon your registration with Anywhere365 and remains the same during your entire lifetime with Anywhere365." by reaching out to your regular contact person, or by submitting a ticket to support here (Support). You will need the "Anywhere365 Tenant ID" in step 2.
  1. Create an Azure App registration (Create new Azure App Registration for Anywhere365 Authentication) using the "Anywhere365 Tenant ID" from step 1. By the end of the step you will have the information listed below.
    • Client ID and Secret
    • Application ID of the created application
    • Directory ID of the created application

This information should be returned to Anywhere365 using the same contact as used in step 1.

  1. For Dialogue Studio, follow the additional instructions described in this article (Anywhere365 Authentication for Dialogue Studio). You will need to create Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) groups for different levels of permissions, which also need to be communicated to your Anywhere365 contact.
  1. For the following desktop applications, follow the instructions in the linked articles

Proceeding to these steps before step 4 will not impact their behavior immediately, but prepares them for step 4.

  1. Have Anywhere365 Authentication enabled for all 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. Services you wish this enabled. We advice to start with one UCC Service, to validate everything works according to your expectations, such as people having the right permissions.