Install Core with Enterprise Plus

Note: This feature is only available to Enterprise Plus License users.

Prerequisites

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. Core installed

Install additional Services

With the Enterprise Plus License, you will be able to use additional Services for separate UCC’s. The installation of the additional Services and UCC’s has to be done manual, with the following steps. The previous installed Service (last step, or already running), will be the base for the next new services. This can be found in the Anywhere365 folder.

Copy the Core folder to another place. We suggest to create a folder, where you will add all these folders (for example: “Anywhere365 UCC”).
Give the folder a name, to separate them from other folders, for Example “NL”.

Create a new Services, which will looks to the new created folder, with the following command:

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PowerShell

New-Service -name "UnifiedContactCenterService" -BinaryPathName "C:\Program Files\Anywhere365 UCC\CreatedUCCFolder\Wsp.Anywhere365.Ucc.Service.exe" -DisplayName "Anywhere365 UCC NL Service" -StartupType Automatic -Credential domain\serviceaccount

Create a new UCC for this Services, with the Extra UCC Script. The manual can be found here: Learn More
When adding this UCC to the config file, additional information has to be added. This is on MSMQ. A global MSMQ has to be assigned and the Services will have its own.

Note: MSMQ name needs to start with "MSMQ_".
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XML
```
<UnifiedContactCenters GlobalMsmq="MSMQ_GlobalMSMQName">
<UnifiedContactCenter Name="ucc_name" Msmq="MSMQ_ServiceMSMQName"
```
The Global MSMQ is the Server name and is added to the main UnifiedContactCenters. The Services MSMQ is added to the UnifiedContactCenter and has to be configured / added for every UCC, which is advised to keep the same as the folder name, like MSMQ_NL
The MSMQ has to be added to the Attendant and Dashboard Services of the UCC Server, so network traffic will be placed in the correct Message Queue. Here for, we open the web.config, which can be found in the following folder:

AttendantService:
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File location
```
C:\inetpub\wwwroot\attendant
```
DashboardService:
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File location
```
C:\inetpub\wwwroot\dashboard
```
In the appsettings of the web.config, a new “Add Key” has to be added.
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XML
```
<add key="MSMQ_ServiceMSMQName" value="ucc_name" />
```
Add Presence provider, learn more.

Install extra UCC’s

When installing UCC’s for the Services, additional steps has to be done after the creation of the new UCC. This additional steps are on MSMQ Level.

Install an additional UCC with the “Extra UCC” script, followed by the following Manual: Learn More
After you installed the new UCC and added to the config.xml, the MSMQ has to be assigned to this new UCC. This MSMQ will the same as the other MSMQ’s and is the Services MSMQ.
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XML
```
<UnifiedContactCenter Name="ucc_name2" Msmq="MSMQ_ServiceMSMQName">
```
The extra UCC name, also has to be added to the web.config files of the Attendant and Dashboard Services.
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XML
```
<add key="MSMQ_ServiceMSMQName" value="ucc_name,ucc_name2" />
```
The UCC can be started by saving the config.xml

Convert Original UCC Service

Note: This steps only needs to be done once.

Change to original config.xml to also use a the GlobalMsmq and a unique ServiceMSMQ.

Note: MSMQ name needs to start with "MSMQ_".
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XML
```
<UnifiedContactCenters GlobalMsmq="MSMQ_GlobalMSMQName">
<UnifiedContactCenter Name="ucc_name" Msmq="MSMQ_ServiceMSMQName">
```
The Global MSMQ is the Server name and is added to the main UnifiedContactCenters. The Services MSMQ is added to the UnifiedContactCenter and has to be configured / added for every UCC, which is advised to keep the same as the folder name, like MSMQ_NL
The MSMQ has to be added to the Attendant and Dashboard Services of the UCC Server, so network traffic will be placed in the correct Message Queue. Here for, we open the web.config, which can be found in the following folder:

AttendantService:
Copy
File location
```
C:\inetpub\wwwroot\attendant
```
DashboardService:
Copy
File location
```
C:\inetpub\wwwroot\dashboard
```
In the appsettings of the web.config, a new “Add Key” has to be added.
Copy
XML
```
<add key="MSMQ_ServiceMSMQName" value="ucc_name" />
```

Agent Provider Port (Interceptor)

In order to use the Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents., the Agent Provider port has to be assigned to each Service. The port should be unique for every service and has to be configured in the config.xml of each Core on each Anywhere365 server and the Wsp.Anywhere365.SipInterceptor.Service.exe.config of the Interceptor on each Front End server.

Open the config.xml of the UCC Services and add the following string to the config.
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XML
```
<AgentProviderPort>XXXXX</AgentProviderPort>
```
Start at the first config.xml with the 10000 and add up one for each Services you have.
Save the config.xml and (re-)start the services, to active the Agent Provider Port
Follow step 1 and 2 for all Services you have created.

The Interceptor also needs to be re-configured in order to establish the connection between the Front End server(s) and the Anywhere server(s) services.

Open the Front End Server(s) and navigate to the SipInterceptor program folder (usually c:\Program Files\SipInterceptor\).
Open the following file in Notepad: Wsp.Anywhere365.SipInterceptor.Service.exe.config
Alter the line “<add key="urls" value="http://<fqdn1>:<port1>, http://<fqdn2>:<port1>" /> “,”/>”, add the 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]'s and Agent Ports you provided in the Services. When multiple Anywhere365 servers are installed each fqdn needs to be included.
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XML
```
<add key="urls" value="http(s)://FQDN1:10000, http(s)://FQDN1:10001, http(s)://FQDN2:10000, http(s)://FQDN2:10001" />
```
Add the other Agent Provider Ports, and save the Wsp.Anywhere365.SipInterceptor.Service.exe.config
Perform above steps for all Front End Services.

Note: Make sure the given ports are opened on the firewall on all servers.

Install Presence Provider

The Presence Provider is used for the subscriptions for the agents in one specific UCC Services. To get this working for the other UCC’s as well, the Presence Provider needs to be installed.

The presence provider can easily be installed with the “Extra UCC” script, which van be found in the Helper Scripts of the UCC install folder.

We suggest the following way of naming the Presence Provider:

ucc_<<servicename>>_presenceprovider@domain.com (example: ucc_nl_presenceprovider@domain.com)

The Application ID will be: urn:application:ucc_serviceNam_presenceprovider (example: urn:application:ucc_ServiceName_presenceprovider)

After creating the Presence Provider, you can add this to the Services, which should look like:

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XML

<PresenceProvider maxPresenceSubscriptionsPerSecond="15" failedPresenceSubscriptionsResubscribeDelay="15" maxFailedPresenceSubscriptionsPerUri="3">
<UcmaPresenceSource enabled="true" ApplicationId="urn:application:ucc_ServiceName_presenceprovider" >
<UserEndpoint UserUri="sip:demo_user@sipdomain.com" PoolFqdn="" />
<ApplicationEndpoint OwnerUri="sip:ucc_ServiceName_presenceprovider@sipdomain.com" />
</UcmaPresenceSource>
<PstnPresenceSource enabled="true" />
<AttendantServiceSource enabled="false">
<Match pattern="domain.com" />
<Match pattern="domain2.com" />
</AttendantServiceSource>
</PresenceProvider>