Dialogue Studio FAQ
This article provides answers to common questions regarding Dialogue Studio.
Support
Q: I have a connection set up from my Dialogue Studio to an external platform for which the originating IP address needs to be allowed. Where can I find the Dialogue Studio IP address to use?
A: Depending on the region where your 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 is hosted and hence where your Dialogue Studio is hosted a public IP address should be allowed access to your external platform (For example Azure SQL, or SharePoint, or JS, java, etc.).
Note: Please contact your Anywhere365 contact (Professional Service Engineer during project delivery or through an Anywhere365 Support ticket for an operational platform), or your technical delivery Partner contact, which exact IP address should be configured.
Q: Error is showing: "Multiple connections and this is not the active connection. All actions and events will be ignored."
A: This means that there are multiple connections to your instance of the Dialogue Studio plugin for the specific UCC.
Q: I invite a colleague but something is wrong because I don't hear anyone or transcription isn't working.
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.
Q: Trying to supervise but I don't hear any voices or I hear multiple voices together.
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..
Q: Error is showing: "Can't format data for ...."
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.
Q: NodeRedPlugin fails to load, complaining about the License
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 CorporateA: The can mean the transcriptor is not yet configured, Learn More