Dialogue Studio Installation

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

Prerequisites

Bundle DC2021.00 or higher

How to Request a Dialogue Studio for Dialogue Cloud UCC's

A Dialogue Studio installation can be requested via your Anywhere365 contact or Partner and enabled 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. This also applies for enabling additional UCC's to your Dialogue Studio at a later moment.

Note: Only one Dialogue Studio can be requested per customer, per region. This Dialogue Studio will serve and act as the canvas for all of the enabled services and UCC's within that region.

Warning: A restart of the service (affecting all your UCC's in that service) is required to enable a (new) UCC for your 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:

Information provided	Example
A new website URL and credentials which allows you to login on your Dialogue Studio front-end/portal.	https://ds-<GUID GUID stands for Globally Unique Identifier (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) 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. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else.>-emwet.dialogue.studio/
The Service URL you need to use inDialogue Studio UCC-Server Nodes to tell which UCC Service and port number you are connecting to.	http://<GUID>-01.<region>.dialoguecloud.local:xxxx
A port number, which defines the port through which your Dialogue Studio Node will talk to your UCC.	:xxxx

Tip: The requested UCC 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 Canvasl. 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 IVR 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:

Setting	Value	Scope	Comment
HttpsEnabled	False	DialogueStudio	This can be false because both UCC and Dialogue Studio services are internal services
HttpPort	xxxx	DialogueStudio	This is typically a 4 digit port number defined during the (automated) installation. All UCC's using this same Dialogue Studio should use their own unique 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 (temporarily) disable connection to Dialogue Studio?

If you have configured Dialogue Studio for your IVR but would like to temporarily switch back to the SharePoint IVR follow the steps below.

Change the status of the "incoming call" node to DISABLED in the node Properties

Note: Even though a node with a server configuration may be unused or disabled, Dialogue Studio will still check if the connection to that server is valid, and will generate internal error messages. To completely remove a server node from Dialogue Studio see below. Learn More

In Dialogue Studio double-click on the Incoming call node to open the Properties dialogue.
Click on the Enabled button to change back to Disabled.
Click Done on top of the window to save your changes.
Click Deploy.

How to Permanently REMOVE a UCC server configuration from Dialogue Studio?

If you have configured Dialogue Studio for a UCC but would like or need to permanently remove a UCC server configuration.

Delete the UCC and server definition from the node Properties.

In Dialogue Studio double-click on the Incoming call node to open the Properties dialogue.
In the Server drop-down menu select which server config you wish to remove.
Click on the Edit button (pencil icon) next to the server drop down.
Click Delete button in the Edit any-red-config node screen.
Click Done button on the on top of the window to save your changes.
Click Deploy.

Browse the complete overview of Anywhere365 Nodes for Dialogue Studio.