On Premises

Install Dialogue Manager

Note: An additional Anywhere365 WebAgent license is required.
Note: An Enterprise license or higher is required to access these features.

Requirements

Installation

Deploy package

  1. Unzip the Anywhere365 Dialogue Manager package

  2. Edit the properties.ps1

    1. Domain = Domain of the install account

    2. UserName = Username of the install account

  3. Run install.ps1 in PowerShell as administrator

Create DialogueManager Database

  1. Create a new database in SQL Management Studio.

    Note: The Dialogue Manager service will perform the creation queries. Make sure the account connecting is database owner.

Add PluginsSettings

  1. Open 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). 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. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

    Setting

    Value

    Scope

    Enabled

    TRUE

    DialogueManager

    SqlConnectionString

    Server=tcp:server.database.windows.net;Initial Catalog=DATABASE;User ID=sa_username;EncryptedPassword=password

    Note: When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &
    Note: The Password value should be encrypted by A365.PWTool.exe
    Warning: Each Dialogue Manager needs its own Database. Having multiple Dialogue Managers using the same database, will result in invalid states and missing messages.

    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

    Note: URL needs to be accessible from the WebAgent Service to the Dialogue Manager service.
    Warning: Only one Dialogue Manager per WebAgent Service. Having multiple Dialogue Managers in one WebAgent Service, will result in missing messages and not receiving updates.

    DialogueManager

    Uri

    http://fqdn/webagentservice

    Note: URL needs to be accessible from the UCC Service to the WebAgent API service.

    WebAgentService

 

Add Endpoint

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add DialogueManager settings endpoint to ListsPlugin ListsEndpoints

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

    Setting

    Value

    Scope

    ListsEndpoints

    http://FQDN/webagentservice/api/v1/settings

    http://FQDN/DialogueManager/api/v1/settings

    Note: URL needs to be accessible from the UCC Service to the Dialogue Manager.

    ListsPlugin

 

Restart UCC and validate

  1. Login to the Anywhere365 Application Server

  2. Start Services

  3. Restart "Anywhere365 Unified Contact Center"

  4. See the logs if Dialogue Manager is successfully loaded

UCC Logs

C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

Copy
Logs
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"...}

 

Dialogue Manager log:

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