Dialogue Cloud

Install Custom Sessions plugin

Note: This feature requires an additional plugin. Please contact your Sales Representative to confirm whether the plugin is included with your license and/or installation.

Configure UCC Settings

Note: The settings need to be configured for each 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). An 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. using the Custom Sessions Plugin.

Plugin Settings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

Setting

Value

Scope

Enabled

TRUE

CustomSessionPlugin

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]:port

Note:

  • FQDN = Can be internal facing address (Dialogue Manager to UCC)

  • Port = Can be any free port.

Note: Multiple UCC's running in the same service must have the same port.

Warning: The port for the plugin will be determent by the first UCC that started.

CustomSessionPlugin

 

Settings list

  1. Open the UCC Config page on SharePoint

  2. Open the Settings list

  3. Add the following setting:

    1. Key: DashboardServiceUrl

    2. Value: https://fqdn/dashboardservice

      Note: Can be internal facing address (UCC to DashboardService) if dashboardservice is on the same machine as UCC.