Dialogue Studio Installation

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 v 8.0 or higher
• Dialogue Studio deployed in Docker image

How to configure the Dialogue Studio UCC plugin

1. Extract the UCC plugin to a folder on disk, for example C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.Ucc.NodeRedPlugin
2. Add the following line to your UnifiedContactCenter in config.xml of the UCC config:
3. If the plugin is used in one UCC service as both an identity plugin and prompt, make sure to have a unique plugin name and port number per type. UCCs using the same type, can share the same plugin name and port number.

   1. Configure as identity plugin:

      As a identity plugin Dialogue Studio will replace the complete 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..

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      XML

      <Plugin name="NodeRedPlugin" isIdentityPlugin="true" path="C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.Ucc.NodeRedPlugin" file="Wsp.Anywhere365.Ucc.NodeRedPlugin​.dll"/>

   2. Configure as prompt:

      As a prompt you can assign the Dialogue Studio as an option in your IVR.

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      XML

      <Plugin name="NodeRedPrompt" isIdentityPlugin="false" path="C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.Ucc.NodeRedPlugin" file="Wsp.Anywhere365.Ucc.NodeRedPlugin​.dll"/>

(Optional) Configure Dialogue Studio as prompt

1. Navigate to your UCC SharePoint dashboard and find the DIALOGUE MANAGEMENT widget.

2. Click Prompts config to open the PromptsConfig list.

3. Click +new item to add another item to the list and only enter the following:

   • Fill out "NodeRedPlugin" under PromptId

4. Click Save.

5. You can now select the prompt in your IVR Questions.

Configure a port

1. Navigate to your UCC SharePoint dashboard and find the UCC CONFIG widget.

2. Click Plugin Settings to open the PluginSettings list.

3. Click +new item to add another item to the list and enter the following:

• Setting: HttpPort
• Scope: DialogueStudio
• Value: [port you want to use]
Note: If the plugin is used in one UCC service as both an identity plugin and prompt, make sure to have a unique port number per type. UCCs using the same type, can share the same port number.

4. Click Save.

Result: the port of the service will be changed immediately.

Restart UCC

1. (Re)start the UCC to load the plugin.

The UCC starts a SignalR Hub that is used by the Dialogue Studio plugin. To check if the plugin is installed and running correctly navigate in a webbrowser on the UCC machine to http://localhost:port/. You should see a JavaScript document that describes the contract of the hub.

(Optional) How to enable HTTPS?

When you want to have a valid HTTPS certificate on the port Dialogue Studio is using, you are able to change the port with a setting in Sharepoint.

1. Navigate to your UCC SharePoint dashboard and find the UCC CONFIG widget.

2. Click Plugin Settings to open the PluginSettings list.

3. Click +new item to add another item to the list and enter the following:

   • Setting: HttpsEnabled

   • Scope: DialogueStudio

   • Value: [true or false]

5. Click Save.

(Optional) How to disable Dialogue Studio again?

You have tried Dialogue Studio for some time now and for some reason you would like to switch back to the SharePoint IVR setting. There are two ways to disable the Dialogue Studio flow.

A Change or remove the port for Dialogue Studio via the UCC SharePoint dashboard

When you rename or remove the port for Dialogue Studio, then you will not make a connection to Dialogue Studio any longer. You can remove the port that was assigned to Dialogue Studio in the UCC Settings.

1. Navigate to your UCC SharePoint dashboard and find the UCC CONFIG widget.

2. Click Plugin Settings to open the PluginSettings list.

3. Click the menu (...) beside the Setting HttpPort with the Scope : DialogueStudio to edit or delete the item.

4. Click Save.

Result: the port of the service will be changed immediately.

B Change the status of the incoming conversation node to DISABLED in the node Properties

1. In Dialogue Studio double-click on the Incoming conversation node to open the Properties dialogue.

2. Click on the Enabled button to change back to Disabled.

3. Click Done on top of the window to save your changes.

4. Click Deploy.

5. Restart of the UCC is required.