Dialogue Cloud

View (and edit) - Services

Warning

Any changes committed via the Partner Portal will be processed immediately so will directly impact your customers environment. Before committing, make sure to have your change documented.

View all Services

By clicking on this link you will be able to view all services associated to your customers A365 environments.

Select your customer from the drop-down list or start typing the name within the “Customer” box:

Once you have found your customer, you will be able to search within their environment for their services by either service, region or status (online/offline).

The service page will always begin on the “Requested” tab, from here you can view the services that you have requested and their provisioning status:

By clicking on the “Delivered” tab, you will be able to then see all services that are currently in production within your customers environment:

This screen shows the: Service name, Actions which can be performed, Region, Graph Connection type, how many UCCs are configured on the service, the External URL/FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com] (used for Webwallboard and snapper installation etc), along with a column that show whether EDR Enhanced Direct Routing (EDR) is a mechanism introduced by Anywhere365 based on Microsoft Direct Routing (Option 2) to allow richer transferheaders in SIP messages, allowing for more information to be passed on in transfer and forward scenarios. (Enhanced Direct Routing) is enabled. You also have a column that displays if the service has Anywhere 365 authentication service enabled, the current installed software bundle and the status of the service (online/offline).

You can also open the individual services by clicking on the blue link:

Actions Menu per UCC Service

Several Actions can be performed on the service selected.

Number Action Description
1 Download Option to download the 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. service log files, config file or both
2 Restart See table below for restart options and behavior
3 Replace Graph Client ID, Graph Credentials or SharePoint Client ID/Secrets
4 Graph Reset Resets the Graph authentication (graph API trigger)
5 Change Log Level Change the log level to any of the following; Verbose, Info, Debug, Warn or Error. All log level changes will be reverted to the default level of 'DEBUG' after a period of 24 hours has elapsed.
6 Log File Quantity Changing this value will change the number of log files retained on disk prior to being overwritten. This value will be reverted to "2" after a period of 24 hours has elapsed.

7

EDR

Enables or disables the Enhanced Direct Routing (EDR) option on the UCC service. (NOTE: this setting requires simultaneous changes on other components, see: Enabling EDR )

8

Change Trunk Tenant ID

This is an optional setting which populates the 'trunktenantid'header in 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. INVITE's sent in calls made from this service. This can be useful for billing purposes if you need to differentiate between multiple customer services on a shared trunk.

9 Delete Presents a pop-up to delete a service.
10 Software Update In this menu an available Bundle version for your customer can be selected.
NoteYou will always see the 3 Bundles (n, n-1 and n-2) available as recommended, supported and released bundles, plus any bundle which the customer has actively deployed on the platform.

Restart Options and service behavior

Restart Action Active Calls remain active? New calls will come in? Presence working? IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent./DS changes (*please be aware SharePoint changes take a little bit longer to be processed)

Service Restart - Clear UCC Cache

No

Only if the restart has been completed

Only if the restart has been completed

You can make changes, but they will only be processed after the UCC has been restarted

Service Restart - Not clear UCC Cache

No

Only if the restart has been completed

Only if the restart has been completed

You can make changes, but they will only be processed after the UCC has been restarted

Service Restart - Clear Graph Cache

No

Only if the restart has been completed and graph has been re-authenticated

Only if the restart has been completed and graph has been re-authenticated

You can make changes, but they will only be processed after the UCC has been restarted

Service Restart - Not clear Graph Cache

No

Only if the restart has been completed

Only if the restart has been completed

You can make changes, but they will only be processed after the UCC has been restarted

Graph Reset

Yes, but not able to hunt new agents until re-authenticated

Only if the restart has been completed

Only if the restart has been completed

Changes will be applied directly

Restart Process and automated tasks

The restart will trigger an automated process of consecutive tasks which will enhance the data-gathering pre-restart and data gathering and healthchecks post-restart of a service to facilitate troubleshooting in one easy step. The live status of the entire restart can be monitored on a separate tile on your dashboard.

Tip

For best practices and considerations regarding service restarts please also look at the Anywhere365 support page knowledge base:
https://anywhere365.service-now.com/csm/en/restarts-best-practices-risks-and-considerations?id=kb_article_view&sysparm_article=KB0010254

Edit Service

Enable Anywhere365 Authentication

In the top section you can enable the A365 Authentication (please seeAnywhere365 Authentication Service section for further details) service and update your Graph client ID

Edit Graph client ID

Scrolling down the page you will be able to update your customers Graph client ID:

Edit Graph presence user

Further down you will also be able to update your customer Graph Username and Password as well as being able to view which region the service is residing in:

To update the graph username and password, please fill in the boxes with the required information and then click “Update”: