Dialogue Cloud

Install Event Forwarder 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

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). 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. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

Setting

Value

Scope

ForwardUri

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]

Note For the WebAgent you need to use [WebAgentServiceUri]/api/v1/EventsHook

For example:  https://customer.anywhere365.cloud/webagentservice/api/v1/EventsHook

EventForwarderPlugin

 

Additional Plugin Settings

Setting

Value

Scope

SubscribeToAllTopics

True/False

Note this setting can be used from Core 6.7 and above and is set to false by default, it enables you to subscribe to all topics from the Eventbus. If set to false, it will only get 6 default topics, if set to true it will get all topics.

EventForwarderPlugin

Topic

From Core 6.7 and higher you can enter the topic you want to subscribe as (example):

Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Agents/AgentPresenceChangeEvent or use Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Agents/# (with hashtag in the end) instead.

From Core 8.0 and higher you can only subscribe as:

Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Agents/#

EventForwarderPlugin

 

Additional Information