Anywhere365 Dialogue Cloud Prerequisites

Introduction

Below an overview of the prerequisites for starting with Anywhere365 Dialogue Cloud.

 

SQL

Anywhere365 uses a SQL database to write the Call Detail Records to. This database is also used as the source of the Power BI reports.

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

  • A SQL database in Azure (recommended at least S1 20DTU)

  • DB is remotely accessible

  • SQL user account (DB owner)

  • Connection string

  • Firewall allowance for IP address: will be provided by the Project Lead

Note A second SQL database in Azure is needed when you are making use of the WebAgent in combination with the Text Handler

For information connecting to Azure SQL, Learn More

 

SharePoint

For the configuration page a SharePoint site is used. To be able to connect to the SharePoint site and to install the SharePoint templateSettings and Content Management for Anywhere365, based on SharePoint server or SharePoint Office 365 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, Learn More

 

To allow custom script on other SharePoint site collections

Caution Before you allow custom script on sites in your organization, make sure you understand the security implications.

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

  1. Download the latest SharePoint Online Management Shell.

  2. 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.

  3. Run the following command.

    PowerShellCopy

    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://docs.microsoft.com/en-us/sharepoint/allow-or-prevent-custom-script)

 

Sip construction / 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.

 

Teams

Teams needs to be configured to allow external access (federationFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment.) 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://docs.microsoft.com/en-us/microsoftteams/manage-external-access

 

PowerBI (for reporting)

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.

 

CRM (if applicable)

If a CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. 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.

For this we need a user account with read rights for contacts and cases.