Dialogue Cloud Data Storage and Ownership

Overview

The picture above is a schematic overview of the Anywhere365 Dialogue Cloud Infrastructure (production environment). It is a high level visual representation of the whole architecture including external components managed by the customer and/or a partner. Anywhere365 Dialogue Cloud runs in Microsoft Azure.

For a more comprehensive and up-to-date building block overview please reference the Architecture pages on this site, Learn More

Data Storage and Ownership

Call Detail Records (CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database.) and Dialogue Management (DM Anywhere365 Dialogue Manager (DM) is the internal service which processes text based messages from various Dialogue Providers to and from WebAgent. It is a transactional database used to swiftly process messages rather than generate reports used by analytical databases.) text message transactions (emails, WebChats, text and/or WhatsApp message content etc.) are stored in their respective Microsoft Azure SQL databases residing in the tenant of each customer. Similarly the SharePoint for Microsoft 365 sites required for configuration management of 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 are also deployed in the Microsoft 365 tenant of each customer. Optionally, data retrieved from a connected CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. partner is only read, through protected API's, for display in WebAgent. This read data remains in the CRM platform's tenant of the customer. (Through customization, Dialogue Studio could be configured by a customer to also write to their CRM platform).

End customer's data, therefore, is always stored in their own tenant(s). Maintenance, connectivity-to, regular monitoring, fit-for-purpose sizing/performance, and ownership of this data and databases will remain the full responsibility of the end customer.

Anywhere365 Dialogue Cloud acts only as processor of the data of the end customer. Anywhere365 will ensure that any personal data belonging to the end customer, is processed and stored on dedicated (virtual) infrastructure controlled by the end customer within their Microsoft 365/Azure tenant A dedicated and trusted instance of Azure AD. The tenant is automatically created when your organization signs up for a Microsoft cloud service subscription, such as Microsoft 365. An Azure tenant represents a single organization. [Taken from Microsoft Docs] (and optionally CRM), provided the connectivity and performance of data storage platform matches the requested load. This guarantee is only possible if Anywhere365 is technically capable to process (connect, send and release) customer’s personal data.

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