Install Dialogue Manager

Component overview

Prerequisites

• WebAgentService deployed and configured per region, Install WebAgent Service

• DC2023.03 or lower: CustomSessions plugin deployed and configured per region, Install Custom Sessions plugin

  Important

  Please note that as of DC2023.04 or higher, the CustomSession plugin is no longer needed and has been removed. You may safely remove any associated settings or configurations related to this plugin.

• An Azure SQL database per region: recommended at least S1 20DTU during project initiation (and is typically sufficient for Golive to production, but exceptions may apply, see warning below)
• Azure SQL DB is remotely accessible
• SQL user account (for SQL authentication): which is database owner
  • For access to the CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database a Microsoft Entra account (for Microsoft Entra authentication) is also supported.
• Connection string to the database(s): Only the formats provided below are supported (i.e. only connections directly to <server>.database.windows.net and the other parameters are required).
• Firewall allowance for regional Dialogue Cloud IP address: will be provided by your Anywhere365 contact.

Note

After Go-live, maintenance and regular monitoring of the database(s) is the customer's responsibility.

Read more

Your database(s) will accrue data for every conversation and will grow with use over time, or your final 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. count and configuration may be heavy on DB processing (many simultaneous dialogues in queue, frequent queries from PowerBI or e-mails with large attachments for example), so your maintenance (like monitoring size, adding additional archiving databases, deleting old data, reclaiming unused space or maybe even upgrade to a higher tier or storage) may be required. For more information on Azure SQL limits, pricing and maintenance tips a good starting point is https://learn.microsoft.com/en-us/azure/azure-sql/database/resource-limits-dtu-single-databases, or consult your SQL DB Administrator.

Warning

DialogueManager Deployment Rules:

• Only one DialogueManager is allowed per WebAgentService. Having multiple DialogueManagers in one WebAgentService, will result in missing messages and not receiving updates (see component overview above when and how more regions and DM Anywhere365 Dialogue Manager (DM) is the internal service which processes text based messages from various Dialogue Providers to and from WebAgent. It is a transactional database used to swiftly process messages rather than generate reports used by analytical databases.'s can be used).
• Each DialogueManager needs its own database. Having multiple DialogueManagers using one shared database will result in invalid states and missing messages. (see component overview above when and how more regions and DM's can be used).

• Microsoft ASP.NET Core 6.0.8 (or a later 6.0 series) Hosting Bundle installed (may already be installed).

  • https://dotnet.microsoft.com/en-us/download/dotnet/6.0

    

Installation

Add PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add the following settings:

   Note

   Upon startup of the service the database is checked for the correct db schema, if not it will be created (or updated in case a schema update is required for a new version of the software). The provided access rights have the proper permissions to perform these actions.

   Warning

   This Dialogue Manager service depends on consistent-primary settings shared across multiple UCCs, meaning the value should remain consistent across all UCC configurations using it. A consistent-primary setting is initiated only during startup of the UCC. The first UCC to publish its settings (which may not aways be the same UCC) defines the primary setting for all UCCs sharing this service. If values vary or are not entered (correctly) across multiple UCCs, this will lead to unpredictable behavior after a restart. It is extremely important to keep the values consistent and valid if multiple UCCs are configured.

   Setting	Value	Scope
   Enabled	TRUE Warning Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular UCC, but will shut down the Dialogue Manager service for all your UCCs using it!	DialogueManager
   SqlConnectionString	Option 1 (with encrypted Password, which will be decrypted by DialogueManager): Server=tcp:<server>.database.windows.net,1433;Initial Catalog=<dm-database-name>;User ID=<sa_username>;EncryptedPassword=<encrypted-password>;Persist Security Info=False;MultipleActiveResultSets=True;Encrypt=True;TrustServerCertificate=False;Connection Timeout=30; Note When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % & Note The <encrypted-password> value should be encrypted by the A365.PWTool.exe Option 2 (with plain text password where encryption/decryption is not done): Server=tcp:<server>.database.windows.net;Initial Catalog=<dm-databse-name>;User ID=<sa_username>;Password=<password>;Persist Security Info=False;MultipleActiveResultSets=True;Encrypt=True;TrustServerCertificate=False;Connection Timeout=30; Note When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &	DialogueManager
   Uri	http://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]/dialoguemanager Warning It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior. Note URL needs to be accessible from the WebAgent Service to the Dialogue Manager service.	DialogueManager
   Uri	http://fqdn/webagentservice Warning It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior. Note URL needs to be accessible from the UCC Service to the WebAgent API service.	WebAgentService

Add Settings list

1. Open the UCC Config page on SharePoint

2. Open the Settings list

3. Add the following setting: 

Add ListsEndpoints

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add DialogueManager settings endpoint for ListsPlugin -> ListsEndpoints

   Note

   Add to the existing item and separate with "Enter".

   Setting	Value	Scope
   ListsEndpoints	http://FQDN/webagentservice/api/v1/settings (should already exist) http://FQDN/DialogueManager/api/v1/settings Note URL needs to be accessible from the UCC Service to the Dialogue Manager.	ListsPlugin

Add ForwardUri

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add DialogueManager settings endpoint for EventForwarderPlugin -> ForwardUri

   Note

   Add to the existing item and separate with "Enter".

   Setting	Value	Scope
   ForwardUri	http://FQDN/webagentservice/api/v1/EventsHook (should already exist) http://FQDN/DialogueManager/api/v1/EventsHook Note URL needs to be accessible from the UCC Service to the Dialogue Manager.	EventForwarderPlugin

2019-04-18 15:21:43,560 [14] tx INFO  - CustomSessionPlugin Pushing updates to http://FQDN/DialogueManager/
2019-04-18 15:39:30,716 [5] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest DEBUG - ListsPlugin SendRequest Endpoint: http://FQDN/DialogueManager/api/v1/settings - body: {"Version":"1.1.7"...}

2019-04-18 16:11:23.0499 Info Found 72 configuration items
2019-04-18 16:11:23.0955 Info Configuration initialized.