Install Email Dialogue Provider Component

Requirements

• Microsoft Office365 mailbox

• Install ASP.NET Core 6.0.8 (or a later 6.0 series) Hosting Bundle (if you have not already done this)

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

    

• Bundle 2024.02 and later: Microsoft ASP.NET Core 8.0.0 (or a later 8.0 series) Hosting Bundle installed (may already be installed).

  • https://dotnet.microsoft.com/en-us/download/dotnet/8.0

    

• (Graph only) An Azure App with the following permissions, Learn More

  Note

  If for company policies the access needs to be restricted, please see: Limit Mailbox Access

  • Mail.ReadWrite
  • Mail.Send
  • User.Read.All
  • Directory.Read.All

Installation

Add Plugin Settings

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	Description
   Setting: ClientId Scope: EmailDialogueProvider	The app id of the app created in azure	Azure app ID.
   Setting: ClientSecret Scope: EmailDialogueProvider	The client secret value of the app created in azure. Important Use the Value, not the Secret ID. Note Alternatively you can use EncryptedClientSecret Encrypt the Client Secret with the A365 Encryption Tool	The client secret.
   Setting: EmailAddress Scope: EmailDialogueProvider	username@domain.com	The e-mail address of the mailbox.
   Setting: Enabled Scope: EmailDialogueProvider	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!	Enable the provider.
   Setting: Tenant Scope: EmailDialogueProvider	The tenant id of the azure tenant in which the app is created	Microsoft Entra tenant
   Setting: Type Scope: EmailDialogueProvider	Graph	Use Microsoft Graph API ( https://docs.microsoft.com/en-us/graph/overview ) for the connection to the mailbox

4. Add the following settings

   Setting	Value	Description
   Setting: OutboundTextSkill Scope: WebAgentService	Name of the outbound skill (default is empty) For example: OUTBOUNDTextSkill Note The Skill needs to be created in the UCC, but doesn't have to be assigned to an agent.	Used for enabling the Outbound Text Session. This Skill is also used for Reporting purposes.

5. For all the available settings to finetune the Email Dialogue Provider, see: Email Dialogue Provider Plugin Settings Overview

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	Description
   Setting: ListsEndpoints Scope: ListsPlugin	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]/webagentservice/api/v1/settings http://FQDN/DialogueManager/api/v1/settings http://FQDN/EmailDialogueProvider/api/v1/settings 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. Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior. Note URL needs to be accessible from the UCC Service to the Email Dialogue Provider.	Used by the ListsPlugin to push the settings from the settings from SharePoint to the URL of the service.

Create and assign Skills

1. Create regular skill, see: Standard Skill

2. Add Agents, see: Agents

3. Assign Skills to Agents, see: Skills per Agent

Add Plugins Attributes

1. Open the UCC Config page on SharePoint

2. Open the Plugin Attributes list

3. Add the following attributes:

   Display Name	System Name	Show on Extension Window	Show on Toast A toast is a pop-up instant message or audio call notification the user receives on his desktop.	Order	Open Automatically	Category
   EmailSubject	Subject	No	No	1	No	Contact
   SenderDisplayName	SenderName	No	No	2	No	Contact
   SenderEmailAddress	SenderUri	No	No	3	No	Contact
   EmailBody	Content	No	No	4	No	Contact

Add Plugin Flow Settings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Flow Settings list

3. Below an example on how to setup the Plugin Flow Settings:

   Attribute	Operator	Value	Order	Action	Skill
   Subject	Contains	Example value	1.00	Skill	TextHandling
   Subject	Does not contains	Example value	2.00	Skill	TextHandling

More information about Plugin Flow Settings, Learn More

For more example, Learn More

2019-04-18 15:39:30,716 [5] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest DEBUG - ListsPlugin SendRequest Endpoint: http://FQDN/EmailDialogueProvider/api/v1/settings - body: {"Version":"1.1.7"...}

2019-04-18 16:13:32.7046 DEBUG SettingsManager - Added settings for UCC ucc__texthandling
2019-04-18 16:13:32.7075 TRACE ProviderManager - TryAddUcc ucc__texthandling