Anywhere365 Dialogue Cloud Prerequisites

A simplified view of Dialogue Cloud. For a full overview see Dialogue Cloud Architecture Overview: All Building-blocks

Prerequisites

For the Anywhere365 Dialogue Cloud to run properly, the following conditions must be met:

Microsoft Graph properly configured to collect user information (Presence, Names, Uri's).
See Properly configured Microsoft Graph Presence Source
At least one properly configured and running Azure SQL Database for your CDR data.
See Properly Configured and Running SQL Database
At least one properly configured and running Azure SQL Database for your Text Handler data (only if Text Handler will be used).
See Properly Configured and Running SQL Database
At least one properly configured SharePoint site collection for configuring your 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.('s).
See Configuring SharePoint Site for use with Dialogue Cloud.
A properly configured and running PSTN/SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. Connection.
See Proper Sip construction and connectivity.
A properly configured Microsoft Teams environment.
See Proper Teams Environment Configuration.
Configure your tenant to be ready for the Anywhere365 WebAgent
See Configure Sign-in for Anywhere365 WebAgent
Optionally, a valid PowerBI license, if reporting is needed.
See Power BI License For Reporting (Optional).
Optionally, a properly configured CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. connection.
See Setting up CRM for Dialogue Cloud (Optional).
Optionally, Anywhere365 Authentication properly configured and running.
See Properly configuring Anywhere365 Authentication(Optional)

List of prerequisites

Properly configured Microsoft Graph Presence Source

Anywhere365 Dialogue Cloud requires access to presence information contained in Microsoft Graph. To configure Microsoft Graph, refer to the separate article Microsoft Graph Presence Source Configuration.

Properly Configured and Running SQL Database

Anywhere365 uses SQL database(s) to store Call Detail Records (for UniversalTimeLine) and meta-data (like recording hyperlinks and CallClassifications). This database is also used as the source of the Power BI template reports.

Optionally, when TextHandler (e.g. WebChat and/or e-mail) is implemented, a separate database for the TextHandler (DialogueManager) data is required.

To be able to make a connection to the database(s) we need the following information:

An Azure SQL database per region: recommended at least S1 20DTU during project initiation (and is typically sufficient for Golive to production, but exceptions may apply, see warning below)
Azure DB is remotely accessible
SQL user account: which is database owner
Connection string to the database(s): Only the formats provided below are supported (i.e. only connections directly to <server>.database.windows.net and the other parameters are required).
Firewall allowance for regional Dialogue Cloud IP address: will be provided by your Anywhere365 contact.

Note: After Golive, maintenance and regular monitoring of the database is the customer's responsibility.
Your database(s) will accrue data for every conversation and will grow with use over time, or your final UCC count and configuration may be heavy on DB processing (many simultaneous dialogues in queue, frequent queries from PowerBI or e-mails with large attachments for example), so your maintenance (like monitoring size, adding additional archiving databases, deleting old data, reclaiming unused space or maybe even upgrade to a higher tier or storage) may be required. For more information on Azure SQL limits, pricing and maintenance tips a good starting point is https://learn.microsoft.com/en-us/azure/azure-sql/database/resource-limits-dtu-single-databases, or consult your SQL DB Administrator.
Also reference this anticipated growth article for Anywhere365 SQL databases, Learn More

Note: At least one additional AzureSQL database is required when you are using the WebAgent in combination with the TextHandler for Webchat or e-mail or other DialogueProviders (a.k.a. the DialogueManager database).

Note: Further additional AzureSQL databases are required for every additional UCC service deployed in another global region (APAC, AMER EMEA), for archiving older data, or if one or more UCC's need to collect their CDR's in a private Database.

For more information about connecting to Azure SQL, see: Connecting to Azure SQL

Configuring SharePoint Site for use with Dialogue Cloud

For the configuration page a SharePoint site is used. To be able to connect to the SharePoint site and to install the SharePoint template we need the following information:

A Site collection in SharePoint online (with allowance for custom script enabled, see below.)
User account (Site collection admin)
The Url of the Site collection
Register SharePoint App

For information about the template installation, see: Anywhere365 SharePoint UCC Site Creator

To allow custom script on other SharePoint site collections

Warning: Before you allow custom script on sites in your organization, make sure you understand the security implications. Please consult Microsoft's Security considerations of allowing custom scripts.

To allow custom script on a particular site collection immediately, follow these steps:

Download the latest SharePoint Online Management Shell.
Connect to SharePoint Online as a global admin or SharePoint admin in Office 365. To learn how, see Getting started with SharePoint Online Management Shell.
Run the following command.

Copy

PowerShell

Set-SPOsite <SiteURL> -DenyAddAndCustomizePages 0

If you change this setting for a user's OneDrive or a classic team site, it will be overridden by the Custom Script setting in the admin center within 24 hours.

(more information on https://learn.microsoft.com/en-us/sharepoint/allow-or-prevent-custom-script)

Proper Sip construction and connectivity

For calls to be handled within the Anywhere365 Dialogue Cloud, the only thing that’s required is a connection between the Anywhere365 Dialogue Cloud SBC and a (virtual) SBC on the customer’s (or partner’s) side for which Direct Routing is set up. Alternative methods are available, but have less flexibility or are in the process of being decommissioned by Microsoft. Please contact us to discuss the best solution for your situation.

Proper Teams Environment Configuration

Teams needs to be configured to allow external access (federation When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC.) for the Anywhere365.io and Anywhere365.cloud domains. This is necessary for our Anywhere Dialogue Cloud to invite the agents of the customer to the conferences.

Reference: https://learn.microsoft.com/en-us/microsoftteams/manage-external-access

Configure Sign-in for Anywhere365 WebAgent

The Anywhere365 WebAgent is a powerful application that provides agents with access to relevant information about dialogues, CRM data, and text handling. To get started with the WebAgent, you'll need to configure sign-in for your tenant. For detailed instructions on how to do this, please refer to our guide:Configure Sign-in for WebAgent. Once you've completed the sign-in process, you can proceed with installing the WebAgent service. For more information on this step, please see our guide: Install WebAgent Service.

Power BI License For Reporting (Optional)

The reports of the Anywhere365 Dialogue Cloud can be viewed using Power BI. It is required to have Power BI working on your client. If you would like to publish the reports to the rest of your company, you need at least 1 Power BI Pro user or a Power BI Premium license.

A template will be provided that you can import into Power BI to create the connection with your SQL DB and create all the default reports.

The power of Power BI gives you the ability to adjust all templates to your own wishes. Installing the Anywhere365 Power BI template

Setting up CRM for Dialogue Cloud (Optional)

If a CRM connection is included in the PO, we will setup a connection between the Anywhere365 Dialogue Cloud and your CRM environment. This will enable the Anywhere365 Dialogue Cloud to match all incoming calls with the existing contacts in CRM and extract relevant data to present to the agent in the Anywhere365 WebAgent.

Each integration is difference, so see CRM Service Installation for more information.

Properly configuring Anywhere365 Authentication(Optional)

If you want more secure end-user access to various Anywhere365 applications, anAnywhere365 Authentication App needs to be created and enabled. NOTE: For optional end-user access (read-only or edit) to Dialogue Studio, additional steps on your AzureAD are required. Please refer to the separate articles via Authentication Articles