Install Event Forwarder plugin

Note This feature requires an additional plug-in. Please contact your Sales Contact to verify if a plug-in is purchased.

Prerequisites

 

Installation of the plugin per UCC

  1. Log in on the server on which the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. service is running.

  2. Go to the plug ins folder (‘DRIVE:\program files\anywhere365\plugins\'). If it doesn't exist, create it.

  3. Create a folder "EventForwarderPlugin" for the plugins folder.

  4. Copy the dlls and included config files from the plug in package to this folder.

    Note In case the folder is already created and the plug in is in use by the UCC, the UCC will have to be stopped (check if stopping of the UCC is allowed).

    Note Please note that it is necessary to restart the UCC service in order for the UCC service to use the plugin.

 

Configure Plugin

Per UCC

  1. Open file ‘Config.xml’ for editing purposes.

    Tip First make a backup of the file to prevent problems!

    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

  2. Add "Plugin" value below ‘SettingsURL’ of the UCC.

    <Plugin name="EventForwarderPlugin" path="C:\Program Files\Anywhere365\Plugins\EventForwarderPlugin" file="Wsp.Anywhere365.EventForwarderPlugin.dll" />

 

For UCC Service

  1. Open file ‘Config.xml’ for editing purposes.

    Tip First make a backup of the file to prevent problems!

    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

  2. Add "Plugins" value below ‘Presence Provider’.

    <Plugins>

    <Plugin name="EventForwarderPlugin" path="C:\Program Files\Anywhere365\Plugins\EventForwarderPlugin" file="Wsp.Anywhere365.EventForwarderPlugin.dll" />

    </Plugins>

 

Configure UCC Settings

Plugin Settings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

Setting

Value

Scope

ForwardUri

http://fqdnFDQN 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 For the WebAgent you need to use [WebAgentServiceUri]/api/v1/EventsHook

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

CallControlsPlugin

 

Restart UCC and validate

  1. Login to the Anywhere365 Application Server

  2. Start Services

  3. Restart "Anywhere365 Unified Contact Center"

  4. See the UCC logs if Call Controls Plugin is successfully loaded

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

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

    5.0: C:\Program Files\UCC\Logs

    2020-08-18 13:04:32,616 [8] aa2 DEBUG - EventForwarderPlugin - InitAsync() starting

    2020-08-18 13:04:32,632 [8] aa2 INFO - EventForwarderPlugin Unsubscribing from 0 topics.

    2020-08-18 13:04:32,632 [8] aa2 INFO - EventForwarderPlugin Subscribing to default topic Wsp/Anywhere365/Ucc/EventBus/Messages/#

    2020-08-18 13:04:32,647 [8] aa2 DEBUG - EventForwarderPlugin - InitAsync() completed with result PluginInitializationResult(IsSuccessful=True, RequiredLists=ListConfiguration(ListName=PluginSettings, FieldNames=ID, Title, wsp_ucc_ps_value, wsp_ucc_ps_scope, wsp_ucc_ps_prompt_LookupValue, wsp_ucc_ps_prompt))

 

Additional Information