Configure UCC

Configure UCC

  1. Go to UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. Server

  2. Edit Config.xml of Anywhere365.

6.3: C:\ProgramData\Anywhere365\CoreThe Core is the center of Anywhere365. It manages all the Dialogues.\Service\UnifiedContactCenterService\Config.xml

6.0: C:\Program Files\Anywhere365\Core\Config.xml

5.0: C:\Program Files\UCC\Config.xml

  1. In order to connect your UCC to the SharePoint environment, use the following settings in your config.xml file on the application server.

    1. SharePoint Server/Foundation

      <UnifiedContactCenter Name="ucc_">

      <SettingsProvider>sharepoint</SettingsProvider>

      <SettingsUrl></SettingsUrl>

      </UnifiedContactCenter>

    2. SharePoint Online

      Note Used when there is no AD synchronization, for example AAD or ADFS.

      <UnifiedContactCenter Name="ucc_name">

      <SettingsProvider>sharepointonline</SettingsProvider>

      <SettingsUsername>username@domain.com</SettingsUsername>

      <SettingsPassword encrypted="true"></SettingsPassword>

      <SettingsUrl></SettingsUrl>

      </UnifiedContactCenter>

      Tip Password tool is located in the install package.

      Tip You can use an un-encrypted password by using:

      <SettingsPassword>password</SettingsPassword>

    3. SharePoint Online with app id and app secret

      Note Used to avoid getting throttled or blocked in SharePoint Online

      <UnifiedContactCenter Name="ucc_name">

      <SettingsProvider>SharepointOnlineAppId</SettingsProvider>

      <ClientRealm></ClientRealm>

      <ClientId></ClientId>

      <ClientSecret></ClientSecret>

      <SettingsUrl></SettingsUrl>

      </UnifiedContactCenter>

      ClientRealm is the tenant id.

      Tip To find the ClientRealm (= tenant id) open the site collection site and go to Site Settings (https://sitecollectionurl/_layouts/15/settings.aspx), then go to Site App Permissions.

      There the App identifier shows the clientid@tenantid. So the guidGUID stands for Globally Unique Identifier and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed. after the @ sign is the tenantid (ClientRealm)

      ClientId is the id created during the installation of the UCC Creator, Learn More

      ClientSecret is the client secret created during the installation of the UCC Creator, Learn More

    4. SharePoint on premise with ADFS (service account credentials will be used)

      Note Used when there is an AD synchronization and when Windows Authentication is enabled in the Global Authentication Policy on the ADFS server.

      (See reference: https://blogs.msdn.microsoft.com/josrod/2014/10/15/enabled-forms-based-authentication-in-adfs-3-0/)

      <UnifiedContactCenter Name="ucc_name">

      <SettingsProvider>sharepointadfs</SettingsProvider>

      <SettingsUsername>username@domain.com</SettingsUsername>

      <SettingsPassword encrypted="true">password</SettingsPassword>

      <SettingsUrl></SettingsUrl>

      </UnifiedContactCenter>

      Tip Password tool is located in the install package.

      Tip You can use an un-encrypted password by using:

      <SettingsPassword>password</SettingsPassword>

    5. SharePoint Online with ADFS (service account credentials will be used)

      Note Uses when there is an AD synchronization and when Windows Authentication is enabled in the Global Authentication Policy on the ADFS server.

      (See reference: https://blogs.msdn.microsoft.com/josrod/2014/10/15/enabled-forms-based-authentication-in-adfs-3-0/)

      <UnifiedContactCenter Name="ucc_name">

      <SettingsProvider>sharepointonlineadfs</SettingsProvider>

      <SettingsUrl></SettingsUrl>

      </UnifiedContactCenter>

    6. When only Forms is enabled for the intranet zone a username and password has to be provided for this option.

      <UnifiedContactCenter Name="ucc_name">

      <SettingsProvider>sharepointonlineadfs</SettingsProvider>

      <SettingsUsername>username@domain.com</SettingsUsername>

      <SettingsPassword encrypted="true">password</SettingsPassword>

      <SettingsUrl></SettingsUrl>

      </UnifiedContactCenter>

      Tip Password tool is located in the install package.

      Tip You can use an un-encrypted password by using:

      <SettingsPassword>password</SettingsPassword>

    7. SharePoint OtherDomain

      Note Used when its an on premise SharePoint in another domain.


      <UnifiedContactCenter Name="ucc_name">

      <SettingsProvider>sharepointotherdomain</SettingsProvider>

      <SettingsUsername>username@domain.com</SettingsUsername>

      <SettingsPassword encrypted="true">password</SettingsPassword>

      <SettingsUrl>https://SharePointOnlineURL/SubSite/UCCConfigTemplate</SettingsUrl>

      </UnifiedContactCenter>

      Tip Password tool is located in the install package.

      Tip You can use an un-encrypted password by using:

      <SettingsPassword>password</SettingsPassword>

  2. Save Config.xml
  3. The new UCC will now start.

    Tip Use Snaketail to watch the logs real-time.

 

Optional Configuration

Tip Useful when running multiple services on one machine (Enterprise Plus)

Change config location

You can move the location of the config file by adding a key to the appsettings of the Wsp.Anywhere365.Ucc.Service.exe.config.

6.0: C:\Program Files\Anywhere365\Core\

5.0: C:\Program Files\UCC\

<appSettings>

<add key="config" value ="C:\Program Files\Anywhere365\Core\config.xml" />

</appSettings>

Change cache location

You can move the location of the cache files by adding a key to the appsettings of the Wsp.Anywhere365.Ucc.Service.exe.config.

6.0: C:\Program Files\Anywhere365\Core\

5.0: C:\Program Files\UCC\

<appSettings>

<add key="cache" value ="C:\Program Files\Anywhere365\Core\" />

</appSettings>

Set start order

You can change the order in which the UCC start in the config.xml

6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

6.0: C:\Program Files\Anywhere365\Core\Config.xml

5.0: C:\Program Files\UCC\Config.xml

<UnifiedContactCenter Name ="ucc_name" StartOrder="1">

 

Set Max concurrent starting

You can change the amount of UCCs that start at the same time (default 5)

6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

6.0: C:\Program Files\Anywhere365\Core\Config.xml

5.0: C:\Program Files\UCC\Config.xml

<UnifiedContactCenters maxConcurrent="5">

 

Skip SharePoint Connection on Startup

You can change the startup delay of SharePoint

6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

6.0: C:\Program Files\Anywhere365\Core\Config.xml

5.0: C:\Program Files\UCC\Config.xml

<UnifiedContactCenters SkipSharepointConnectionOnStartupDelay="10" SkipSharepointConnectionOnStartupDelayInterval="3">

SkipSharepointConnectionOnStartupDelay = A delay (in seconds) between the complete startup of the first UCC (heartbeat is started) and initiating the SP connection for this UCC.

SkipSharepointConnectionOnStartupDelayInterval = A delay (in seconds) before the SP connection of the subsequent UCCs will be initiated; this delay will be multiplied by the number of UCCs that is already started.

E.g. if the value for SkipSharepointConnectionOnStartupDelay is 10 seconds and the value for SkipSharepointConnectionOnStartupDelayInterval is 3 seconds, the SP connection for the first UCC will be initiated 13 (10 + 1*3) seconds after the heartbeat of this first UCC is started. The SP connection of the second UCC will be initiated 16 (10 + 2*3) seconds after the heartbeat of this second UCC is started. The SP connection of the third UCC will be initiated 19 (10 + 3*3) seconds after the heartbeat of this third UCC is started. Etc.

<UnifiedContactCenters SkipSharepointConnectionOnStartupDelay="10" SkipSharepointConnectionOnStartupDelayInterval="3">

 

Configure conference cancel delay

Note Introduced in Core 6.5.

It is now possible to specify a delay in config.xml to delay the start of cancelling conferences.

6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

6.0: C:\Program Files\Anywhere365\Core\Config.xml

5.0: C:\Program Files\UCC\Config.xml

​<?xml version="1.0" encoding="utf-8"?>

<config version="1.5">

<ConferenceCancelDelayInSeconds>1800</ConferenceCancelDelayInSeconds>​

....

 

Continue

Continue reading Role Models for inspiration on configuring the UCC.