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). An 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: 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 build to support only one-on-one 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 in the over time. Thanks for the understanding.

​A: The first version of our plugin API and dialogue studio is build to support only one-on-one 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 in the over time. Thanks for the 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: This is be related that the WebAgent Service cannot reach the Attendant Service. Make sure this is configured correctly, Learn More

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

Additional make sure your Call Property Service is configured correctly, Learn More

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 callControls, Learn More

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: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:

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.

A: The update can be done manually by using two SharePoint PowerShell commands. Fill in the commands as below and the update will be done.

Server:

Enable-SPFeature -Identity ade936a2-ae4c-46fe-9520-18fafaa21a19 -Url http://urlvansitecollectie -Confirm:$false
Enable-SPFeature -Identity 6945b259-fa3a-4640-828c-113fe44e3160 -Url http://urlvansitecollectie -Confirm:$false

Foundation:

Enable-SPFeature -Identity 68e20af1-5d48-4353-9ba0-1df287015b77 -Url http://urlvansitecollectie -Confirm:$false
Enable-SPFeature -Identity 6945b259-fa3a-4640-828c-113fe44e3160 -Url http://urlvansitecollectie -Confirm:$false 

A: Run the following command in SharePoint Management Shell

Enable-SPFeature -Identity 9a2ab00e-0221-4837-9799-4ea8ab07cc9b -Url http://urlvansitecollectie -Confirm:$false 

A: Run the SP Template PowerShell script again in activation mode to see if that solves the problem. Keep running activation mode until all sites are upgraded or the versions stays the same for all sites for two attempts in a row.

A: Open the UpgradeLog list on the UCC site that is not upgrading. (By changing the URL to "lists/upgradelog/allitems.aspx" when viewing another list for example.) Find any error listed in that list and create a support request with us.

A: There are multiple solutions

1. If you don't need all the items, you can use retention policy to clear old items.

2. If you don't need to see all items, you can create a view which only shows the items of the last x days.

3. If you need to see all items, you need to change the list throttle

   1. Open the SharePoint Central Administration,

   2. Go to Application Management --> Manage Web Applications

   3. Click to select the web application that hosts your list (eg. SharePoint - 80)

   4. At the Ribbon, select the General Settings and select Resource Throttling

   5. Then, you can see the 5000 List View Threshold limit and you can edit the value you want.

   6. Click OK to save it.

A: To solve this increase the MaxResourcesPerRequest (default: 16)

https://blogs.technet.microsoft.com/sharepointdevelopersupport/2016/10/19/fixing-error-the-request-uses-too-many-resources-in-csom-rest-operation/

A: If an error occurs during the execution of the script (e.g. due to wrong user input in the config .xml file or an earlier cancellation during the update process), try to run the SP Template PowerShell script again and use the -updatelinks cmdlet behind the script execution.

Incorrect user input could be: user entered the UCC URL instead of the SiteCollection URL

Note You can enter this command in your UCC Creator directory in PowerShell. This cmdlt also works with SharePoint Online.

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: 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. This exception is most like cause of a missing step during the update process. Please make sure you have run all the migration scripts. 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.