A: Login to the Azure Portal and navigate to Azure Active Directory. Your tenant ID is visible on the overview page of Azure Active Directory.

A: The default API limit is maximum 100 presences per request with a maximum of 2 requests per second per account. This is based on the official Microsoft Graph Documentation.

A: 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. has to query the domains in the tenant. This can only be done with the Directory.Read.All permission. The permission is not used to query any other information.

A: To improve performance, the user basic information is stored in a cache file on disk in the UCC's cache folder. Using a cache has the advantage that the UCC doesn't have to rescan the Azure Active Directory after a restart. The following user information is stored in the cache file:

• UserId

• DisplayName

• TenantId

• UserPrincipalName

• GivenName

• Mail

• OfficeLocation

• SurName

A: Without the permission, the UCC cannot query the user's presences.

A: The UCC stores the Graph API refresh token encrypted in the cache folder of the UCC. When the cache is cleared, authorization steps must be performed again.

A: This depends on the tenant configuration. The following is based on the default settings. After the UCC service has stopped, the authorization will be valid for 90 more days. When the UCC is started within 90 days, the UCC will refresh the authorization token and claim another 90 day access. Only when the UCC or presence source has stopped for more than 90 days, the authorization will become invalid and you have to sign in again. The authorization expires when a user account password expires or has changed.

A: No, it not possible to restart just a single UCC if you have multiple UCC’s configured. A UCC consists of multiple components, some shared by your other UCC’s. Shared components will be impacted by restarting individual components which can not be guaranteed to recover after individual restart. The only supported restart is a restart of the entire UCC “service”.

A: Yes, it is possible to add a new UCC if you already have multiple UCC’s configured, running and actively being used. A UCC consists of multiple components, some shared by your other UCC’s, but adding and starting new nodes to these shared components will be not interfere with already handled, running or queued dialogues.

A: The music can be activated in 3 simple steps.

1. Upload your music file in the Audio filed

2. Create a new Playlist and select your music file.

3. Create a new setting (QueuePlaylist / OnHoldPlaylist) and select your Playlist.

A: First check if SharePoint is working properly, also check the SQL server where the content database is running is working properly.

Additional you can add the setting "UpdateSettingsTimeout" to the SharePoint Template Settings list. This will reduce the traffic going to SharePoint. For example set it to 60 (seconds).

A: You can enable this by adding the setting "EnableDTMFToInitiator" as true in the SharePoint Template Settings list. This will enable that the DTMF tones are also send to the customer.

A: This is because the Skype client doesn't do a merge, but disconnect the call and setups a new call to the UCC.

To solve this, instead of using the consult option in the client, call the UCC from the client (this will put the customer on hold) and use the transfer button.

A: This is caused because the agent's presence didn't turn busy. Alternatively if you need a workaround,you can set WaitForAgentBusyTimeout to a very high value (for example; 86400 seconds (24 hours).

A: The speak root node together with the xml document header can be rather bulky, so Anywhere365 Prompt Markup Language infers it based on your UCC configuration.

The following configuration

The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings expands automatically to something similar to the following (exact details depend on your UCC settings):

<?xml version="1.0"?>
<speak version="1.1"
xmlns="http://www.w3.org/2001/10/synthesis"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xsi:schemaLocation="http://www.w3.org/2001/10/synthesis
http://www.w3.org/TR/speech-synthesis11/synthesis.xsd"
xml:lang="en-US">
The speak root node is optional, because it is rather <emphasis>large</emphasis> and can be inferred based on UCC settings
</speak>

A: Different SSML providers have different rules for what types of audio files they allow, and how they should be available. Anywhere365 Prompt Markup Language adds an additional title attribute to the audio node that is interpreted by the Anywhere365 rather than the SSML provider. This allows Anywhere365 to also play files from your SharePoint Library.

A: Your Anywhere365 Dialogue Cloud service supports the number of concurrent dialogues as agreed upon in your contract.

During initial setup (or when upgrading), your Anywhere365 Partner or implementation specialist can help you to make an estimate of the optimal number of concurrent dialogues per UCC Services.

Every session on a UCC is counted as a concurrent dialogue. This includes all session types such as regular inbound UCC Calls, Intercepted Inbound or Outbound calls, as well as any call triggered via a Dialer.

Please note that an audio session which is transferred from one UCC to another (from UCC1 to UCC2 for example) will be counted as two concurrent dialogues.

Concurrent Dialogues are implemented per UCC service per region.

Once the maximum number of concurrent dialogues is reached no new dialogues will be established until an existing dialogue terminates.

Additional Concurrent Dialogues can be added via your sales representative, an Anywhere365 Partner or Anywhere365 directly.

​A: This means that there are multiple connections to your instance of the Dialogue Studio plugin for the specific UCC.

​A: The first version of our plugin API and dialogue studio is built to support only 1-on-1 calls for the InDialogue phase and all phases after. These limitations are introduced because it takes a long time to test all the possible scenarios with invites, supervising and all other cool features. We wanted to let everyone enjoy our Dialogue Studio despite these limitations and they will disappear over time. Thanks for understanding.

​A: The first version of our plugin API and dialogue studio is built to support only 1-on-1 calls for the InDialogue phase and all phases after. These limitations are introduced because it takes a long time to test all the possible scenarios with invites, supervising and all other cool features. We wanted to let everyone enjoy our Dialogue Studio despite these limitations and they will disappear over time. Thanks for understanding.. ​​

A: Check the input for the node that returns the error. Make sure there is a session object in the message when using the Anywhere365 Dialogue Studio components. When you wan to know the input you can connect a debug node to the output of the node in front and log the full message by changing it's configuration.

​​A: DialogueStudio requires an Enterprise+ License. If you do not have this License, the Plugin will fail to load, printing an error similar to the following:

2019-12-13 10:46:33,474 [6] UccStarter ERROR - Wsp.Anywhere365.Ucc.PluginFramework.PluginValidationException: Unable to load plugin-in Name: NodeRedPlugin, FullPluginPath: C:\data\plugins\NodeRedPlugin\UccPlugin\Wsp.Anywhere365.Ucc.NodeRedPlugin.dll, IsIdentityPlugin: True, Uccs: ALL (1.0.0.0:). Plug-in NodeRedPlugin requires license EnterprisePlus but current license is Corporate

A: The can mean the transcriptor is not yet configured, Learn More

A: Cause:

Agent is signed in to Office365 with multiple identities (e.g. domain1.com in outlook; and domain2.com in teams), and Microsoft returns an identity that is different from the identity entered as the sign-in address in the WebAgent (e.g. sign-in address is domain2.com but microsoft returns identity of domain1.com).

So far this only occurs when Agents login to the WebAgent embedded in CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers..

Resolution:

Clear browser cache and try again. If you login with the correct Microsoft Identity the first time you login to Office365, it should work as expected.

A: First make sure you are setup as an Agent, Learn More

Next make sure your UCC is sending the right information to the WebAgent Service by checking the ListsEndpoints settings, Learn More

Finally you can verify if your domain is connected to the right WebAgent Service, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "webagent".

5. Look at the preview of the second event named "webagent", in here you will see your WebAgent Service URL

This should match with your settings

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for DCI, Learn More

Finally you can verify if your UCC is capable of DCI, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for dci should be true.

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for Call Controls, Learn More

Note: As of bundle DC2022.04 the API Plugin is a required additional plugin for Call Controls to work.

Finally you can verify if your UCC is capable of remote call controls, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for remote should be true.

A: This could be because the WebAgent Service cannot reach the Attendant Service. Make sure this is configured correctly, Learn More

A: This could be because the WebAgent Service cannot reach the Call Property Service Make sure this is configured correctly, Learn More

A: Please see our Errors and Solutions list if your error is similar to one mentioned here, Learn More

A:Cause:

Your referrer property has not been correctly entered in your OpenFrame URL.

Resolution:

Please follow the steps on how to configure the ServiceNow App,

A:Cause:

Most likely the signed in user doesn't have the right Identity Role (LIVE_ACTIVITY_CENTER)

Resolution:

Please follow the steps on how to configure the SAP C4C CTI

A: Cause:

This is because Microsoft Teams closes tabs that aren't active. When switching back to the WebAgent tab, the WebAgent needs to retrieve the information from the service again.

Resolution:

While you cannot change this behavior in Microsoft Teams, you can choose to pop-out the WebAgent app . The WebAgent will now remain open while switching between tabs in Microsoft Teams.

A: Open "Program and Features" in Control Panel. Behind "Anywhere365 Inflight Wallboard" you can see the current version.

A: The log file can be found at

%Appdata%\Roaming\Workstreampeople\Wallboard\

A: Open the config.xml from the Wallboard folder (c:\program files (x64)\Anywhere365 Inflight wallboard\i01). Scroll down to the "normal view settings" and select the URL from "value".

Copy the URL and paste it into a browser. Add /signalr/hubs to it (full URL should be like: http(s)://uccserverfqdn/dashboardservice/signalr/hubs) and hit enter.

When a file is presented for downloading, you know your connection is correct.

Look up this part in the config file in the Wallboard Folder.

<!-- Normval View Settings -->
<DashboardServer version="1.5" name="ucc_" value="http://ucc.domain.com/DashboardService" SLA1Label="30 sec" SLA2Label="2 min" SLA1="30" SLA2="120"></DashboardServer>

Change SLA1 Label , SLA2 Label, SLA1 and SLA2

A: Open "Program and Features" in Control Panel. Behind "Anywhere365 Inflight Snapper" you can see the current version.

A: The log file can be found at

%Appdata%\Workstreampeople\Snapper\logs\

A: Open the Snapper Settings and open the UCC Config. Copy the UCC Host (add https:// if secure)

Paste both lines into a browser (full URL should be like: http(s)://UCChost/) and hit enter.

If you the default page for IIS, then you are connected.

A: The Anywhere365 Snapper Client will only display the number of agents that have minimum 1 Skill assigned to an agent. Most likely there are agents in your SharePoint page that don’t have a Skill assigned and thus will not be counted on your Anywhere365 Snapper Client.

Additional the agent needs to be formally active to appear on the Snapper.

A: Most likely the wrong bit-version of the Snapper client was installed. In case your Operating System is 64bit, make sure you install the 64-bit version of the Snapper client.

A. Snapper search rely on the Skype API and in some rare circumstances it cannot find the contact person when searching on meta data. Try restarting the client computer or deleting client caches.

A: Go to the settings page of the UCC (e.g. http://sitecollection.com/anywhere/ucc_name/Lists/Settings/AllItems.aspx) and replace "Settings" for "Version".

The Url will become: http://sitecollection.com/anywhere/ucc_name/Lists/Version/AllItems.aspx and it will now show the SharePoint Template version.
Or navigate to the Anwhere365 UCC template menu Version Management in the UCC General table.

A: Run a SharePoint Online managed shell command to enable authentication of the new tenant

1. Check if your SharePoint Online managed shell is updated to the latest version

2. Run the PowerShell command for the affected tenant:

Set-SPOTenant -DisableCustomAppAuthentication $false

A: Run a SharePoint Online managed shell command to enable custom scripts on the site

1. Check if your SharePoint Online managed shell is updated to the latest version

2. Run the PowerShell command for the affected site (may take several minutes to get fully processed in Microsoft 365):

Set-SPOSite <SiteURL> -DenyAddAndCustomizePages $False

or use the following easy to use Powershell script:

#Config Parameters
$AdminSiteURL="https://<your-tenant>-admin.sharepoint.com"
$SiteURL="https://<your-tenant>.sharepoint.com/sites/<uccsite>" 
  
#Connect to SharePoint Online Tenant Admin portal
Connect-SPOService -URL $AdminSiteURL
   
#sharepoint online enable custom scripts powershell - Disable DenyAddAndCustomizePages Flag
Set-SPOSite $SiteURL -DenyAddAndCustomizePages $False

A: To solve this

1. Deactivate SharePoint Server Publishing feature on the root site of your site collection

2. Deactivate SharePoint Server Publishing Infrastructure feature on sitecollection level

3. Activate SharePoint Server Publishing Infrastructure feature on sitecollectie level

https://support.office.com/en-us/article/enable-publishing-features-479677a6-8b33-4ac7-907d-071c1c7e4518

A: There is a specific permission on a list that can cause this error. There is a hidden list titled "TaxonomyHiddenList" at the root of the site collection. (http://sitecollectionURL/List/TaxonomyHiddenList). The ClientID & ClientSecret should have permissions on this list in order to run our UCC.Creator script.

https://support.office.com/en-us/article/enable-publishing-features-479677a6-8b33-4ac7-907d-071c1c7e4518

A: Even though Microsoft advises customers to abandon the usage of subsites, for the short term this is not a feasible way to go, mainly due to the lack of a smooth migration.

For new customers we recommend you to deploy a single UCC site per Site Collection. This is possible using the latest UCC Creator that is available as part of bundle 2022.06 or later. Furthermore, it is advised to start using the latest SharePoint connectivity model (Azure AD App-only certificate based authentication), to prevent the need to create a Client ID and Client Secret per UCC site and renew this on a yearly basis. For more details, Learn More.

For existing customers, it is possible to continue working with subsites until the migration path is clear and automated as much as possible.

A: Our current understanding is that a subsite is also considered a separate site, so it's still possible to create a maximum of 2000 UCC subsites (per Site Collection) each of which can contain a maximum of 2000 lists and libraries. A default UCC site has 48 lists, some functionalities require one or more additional lists or libraries, and we may want to reserve some room for future use, but Anywhere365 Ucc.Creator will not supercede the limit of 2000 lists and libraries. Please note that the limitation is not on the amount of items in a list or library. For more information please see Microsoft Message Center (Administrators only): Microsoft Online AdminPortal: Message center MC405984
Microsoft's latest known text from Message Center reads (but is subject to change by Microsoft):
Message Summary

Updated October 11, 2022: We are providing updates to provide you with additional information. Thank you for your patience.

We would like to provide clarification on the enforcement of maximum count of lists and libraries per site. As described in the SharePoint limits - Service Descriptions, the service limit is 2,000 lists and libraries combined per site collection (including the main site and any subsites). Beginning February 2023, we will enforce the limit of 2,000 lists and libraries independently at the main (root) site and the subsite level. For instance, a site collection can have 2,000 subsites (including the main site) and each subsite (including the main site) could have 2,000 lists and libraries (including the hidden and default out of the box libraries).

These limits may get further re-aligned based on the service description in the future, but the timeline is TBD. In the meantime, we still recommend customers to follow the limits defined in the service description to achieve the best performance and service reliability.

SharePoint recommends a maximum of 2,000 lists and libraries per site, and 2,000 subsites per site. These have been long standing limits for SharePoint but have not been formally enforced.

There have been cases where some sites exceeded these limits, resulting in poor site performance and low-quality viewing experience. One of the most impacted areas is the API performance that degrades significantly when users access data on the sites that exceed their recommended limits. The API calls may time out or get throttled, blocking the users from opening the site or resulting in unexpected failures. In some extreme cases, the issue can impact functionalities beyond these sites.

To ensure site performance and help customers have the best possible experience, Microsoft will implement a safeguard to prevent customers from exceeding these limits.

When will this happen:

The change will only impact the creation of new lists, libraries or subsites outside the approved limits starting in February 2023 (previously early November) and will be completely enforced by late April (previously late December).

How this will affect your organization:

Once these limits are enforced, sites that exceed the limit of 2,000 lists and libraries will no longer be able to have new libraries or lists added to the site. Similarly, any site that exceeds the limit of 2,000 subsites will no longer be able to have new subsites added to the site.

When a site reaches these limits, users will see the following message on SharePoint web:

View image in new tab

On the API request to create a new list or document library, SharePoint will return the error code, ERROR_SHARING_BUFFER_EXCEEDED on the API request.

Libraries, lists, and subsites that have been created before the enforcement rollout and exceed the corresponding limit, will continue to function and their access will not be blocked. The change will only impact the creation of new lists, libraries or subsites outside the approved limits starting in November. These new additions will get blocked at the time of creation once the site reaches the corresponding limit.

What you need to do to prepare:

Share these limits with people who manage SharePoint sites in your organization. If the sites in your tenant are below the limits, this change will not impact you.

It is uncommon for the organic growth of site to reach these limits. However, there is a possibility that custom solutions can generate a high volume of lists and libraries. In that situation, our recommendation is to work with their solution providers to prepare an alternative solution in order to stay compliant with these limits.

A: There is no definition of “best”. Microsoft's recommendation is for now only that, a recommendation which is not being actively enforced. The Anywhere365 Ucc.Creator (as of Bundle DC2022.06) is ready for use with both the subsites allowed model (Legacy model) and the subsites disabled model (OneUCC model). So for now subsites can still be used by Ucc.Creator (albeit with the use of an extra parameter, -UseSubsites, in the PowerShell scripts). But it is equally possible to use Ucc.Creator to create a single Site Collection per UCC, if your organization wants or needs to adhere to the Microsoft recommendation. PLEASE NOTE: This is not an Anywhere365 “verdict” but a consequence of Microsoft’s decisions on usage of SharePoint. Anywhere365 is always committed to finding a suitable solution and enhancements so we may be migrating to a more fitting solution in the future.

A: Each UCC creates its own connection to SharePoint, and can be configured with its own connection details. So it is possible to connect individual UCCs from a single dialogue cloud server to different SharePoint sites, using different authentication methods. There is no relation between a dialogue cloud server and a SharePoint site collection.

A: Start using SharePoint certificate based authentication as an alternative for Client ID and Client Secret authentication. For more details, Learn More.

A. Most expected cause for this is that the item is still being scanned by your virus scanner. To work around this we recommend utilization Outlook rules to temporally store them in a difference folder before moving the item to the processing folder.

A: The version name of the template file (Power BI v8.x.xxxxx.xx.pbit) is your only indicator of version number. If your Power BI report was provided to you as a configured report (a .pbix file) then consult the person who created that report.

A: Not if a newer version of the Power BI template is shipped with a Bundle. Please check the Release Notes "Client Components" table of your Bundle if a new version of Power BI is shipped compared to your current template version. A Power BI template is written for a SQL specific to the CDR Database structure of a Bundle. New SQL Views may be needed to read the correct information from the CDR Database.

Please always use the Power BI Template included in a Bundle, and where mentioned in Release Notes when the new template was introduced also run the SQL Views included to enhance your Database for use with that Bundle and Power BI template. Learn More

A: Building customized reports isn’t part of our service offering. The Power BI reports are provided as-is and as a service to enable customers to adopt these into their own environment. They are built in Power BI and not a proprietary system in order to facilitate easy adoption/adjustment by Microsoft centric organizations that utilize Power BI. We provide limited training and assistance on the usage of the templates, which are geared towards self service. If more in depth assistance is needed, Microsoft Partners with Power BI expertise can assist.

Our technical overview is meant to assist in such customization. Learn More

With existing Microsoft Power BI tooling, customers can make their own customized reports. A good starting point for using Power BI can be found here: Learn More - Microsoft