Dialogue Studio Installation

Prerequisites

• UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. CoreThe Core is the center of Anywhere365. It manages all the Dialogues. v 8.0 or higher

• Dialogue Studio deployed in Docker image

 

Configure

Configure Dialogue Studio UCC Plugin

1. Now extract the UCC plugin to a folder on disk, for example C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.Ucc.NodeRedPlugin

2. Add the following line to your UnifiedContactCenter in config.xml of the UCC config:

   Warning If the plugin is used in one UCC service as both an identity plugin and prompt, make sure to have a unique plugin name and port number per type. UCCs using the same type, can share the same plugin name and port number.

   1. Configure as identity plugin:

      As a identity plugin Dialogue Studio will replace the complete IVRInteractive Voice Response (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..

      <Plugin name="NodeRedPlugin" isIdentityPlugin="true" path="C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.Ucc.NodeRedPlugin" file="Wsp.Anywhere365.Ucc.NodeRedPlugin​.dll"/>

   2. Configure as prompt:

      As a prompt you can assign the Dialogue Studio an option in your IVR.

      <Plugin name="NodeRedPrompt" isIdentityPlugin="false" path="C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.Ucc.NodeRedPlugin" file="Wsp.Anywhere365.Ucc.NodeRedPlugin​.dll"/>

 

(Optional) Configure Dialogue Studio as prompt

1. Open the PromptConfig list

2. Select "New Item" and only enter the following:

   1. Use "NodeRedPrompt" as PromptId

3. Select "Save"

4. U can now select in an IVR Questions.

 

Configure a port

5. Go to the "Plugin settings" list on the SharePoint containing your UCC settings.

6. Add the following setting:

   • Scope: DialogueStudio

   • Setting: HttpPort

   • Value: [port you want to use]

     Note If the plugin is used in one UCC service as both an identity plugin and prompt, make sure to have a unique port number per type. UCCs using the same type, can share the same port number.

   And the port of the service will be changed immediately.

 

Restart UCC

7. (Re)start the UCC to load the plugin.

The UCC starts a SignalR Hub that is used by the Dialogue Studio plugin. To check if the plugin is installed and running correctly navigate in a webbrowser on the UCC machine to http://localhost:8888/. You should see a JavaScript document that describes the contract of the hub.

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(Optional) How to enable HTTPS?

When you want to have a valid HTTPS certificate on the port Dialogue Studio is using, you are able to change the port with a setting in Sharepoint.

1. Go to the "Plugin settings" list on the SharePoint containing your UCC settings.

2. Add the following setting:

   • Scope: DialogueStudio

   • Setting: HttpsEnabled

   • Value: [true or false]

Default HTTPS is always disabled because most companies are handling SSL in their load balancer and the communication behind it can be over the HTTP protocol.

 

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