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Dialogue Studio Installation

Note: This feature is only available to Enterprise Plus License users.

Prerequisites

  • Bundle DC2021.00 or higher

How to Request Dialogue Studio for Dialogue Cloud UCC's

Dialogue Studio installation can be requested via your Anywhere365 contact or Partner for one or more 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.'s (also for enabling additional UCC's for Dialogue Studio).

Note: Only One Dialogue Studio instance can be requested per region. Each Dialogue Studio instance can serve any one (or all) of your services and UCC's within that region.

Note: A restart of the service (affecting all your UCC's in that service) is required to enable a (new) UCC for Dialogue Studio. Please plan this install in a service window for your service.

 

Your Anywhere365 contact will provide you with the details of the Dialogue Studio

1. A new website URL and credentials which allows you to login on your Dialogue Studio front-end/portal.

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Example

https://ds-<GUID>-emwet.dialogue.studio/

2. The Service URL you need to use in Dialogue Studio to tell which UCC Service and port number you are connecting to.

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Example

http://<GUID>-01.<region>.dialoguecloud.local:xxxx

 

3. A port number, which defines the port through which your Dialogue Studio Node will talk to your UCC.

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Port Number

:xxxx

 Tip: The requested UCC site(s) SharePoint pages will be pre-configured to listen to your Dialogue Studio instance. You can retrieve the port number from the UCC's Plugin Settings page . This port number needs to match the port number you use in Dialogue Studio.

Anywhere365 Authentication

Optionally, Anywhere365 Authentication can be set up, to allow only specified end-users access (read-only or read/write) to your Dialogue Studio Front-End/Portal. Learn More

 

Configuration Settings for Dialogue Studio in Ucc.Creator SharePoint template

Dialogue Studio Configured as Identity Plugin

For Dialogue Studio as an Identity plugin, no configuration needs be done in the UCC IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. menu on SharePoint. The Identity plugin will bypass the configuration in the IVR menu of the SharePoint Template and immediately send your call to Dialogue Studio for further processing, Learn More.

The Plugin Settings list in SharePoint will contain 2 entries in the Scope "DialogueStudio" for each UCC using this Dialogue Studio instance:

  • HttpsEnabled : False (this can be false because both UCC and Dialogue Studio services are internal services)

  • HttpPort : xxxx (this is typically a 4 digit port number defined during the (automated) installation. All UCC's using this Dialogue Studio instance should use their own port number. DO NOT CHANGE THIS PORT NUMBER!)

Note: For Dialogue Studio, set up as an identity plugin, the filter setting inside the Dialogue Studio Node properties must be plain "Audio/Video" (NOT as "IvrQuestion (Audio/Video)"). Double-click on the Incoming call node to open the Properties and check if this filter is selected.

How to disable Dialogue Studio (temporarily)?

You have tried Dialogue Studio for some time now but would like to (temporarily) switch back to the SharePoint IVR setting. There are two options to temporarily disable the Dialogue Studio flow.

Option 1: Change or remove the port for Dialogue Studio via the UCC SharePoint dashboard

When you rename or remove the port for Dialogue Studio, then you will not make a connection to Dialogue Studio any longer. You can remove the port that was assigned to Dialogue Studio in the UCC Settings.

  1. Navigate to your UCC SharePoint dashboard and find the UCC CONFIG widget.

  2. Click Plugin Settings to open the PluginSettings list.

  3. Click the menu (...) beside the Setting HttpPort with the Scope : DialogueStudio to edit or delete the item.

  4. Click Save.

Result: the port of the service will be changed immediately.

Option 2: Change the status of the incoming conversation node to DISABLED in the node Properties

  1. In Dialogue Studio double-click on the Incoming conversation node to open the Properties dialogue.

  2. Click on the Enabled button to change back to Disabled.

  3. Click Done on top of the window to save your changes.

  4. Click Deploy.

Note: We advise you to disable the Incoming conversation node in order to disable the flow in Dialogue Studio and not to add the No action node to the end of the flow. In this way you can re-activate the flow again at a later stage if needed.

Browse the complete overview of Anywhere365 Nodes for Dialogue Studio.