Dialogue Studio Nodes

Introduction

Anywhere365 Dialogue Studio provided nodes for Node-Red. Node-RED is a tool for designing and programming flows. In online communities a lot of information can be found on how to use Node-Red, this guide will focus primarily on the Anywhere365 Nodes.

To use Dialogue Studio navigate to the url that it is installed on. Default the port 1880 is used for Dialogue Studio but this can be easily changed.

 

Anywhere365 Triggers Nodes

You know the way around the UI now and lets talk about the Anywhere365 nodes will trigger your flow and when they trigger.

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Description

Incoming call

The Incoming call node triggers when an audio call enters the 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. or a chat will enter the IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent.. Output will contain information about an incomming call for the selected 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.. Both audio and chat sessions are supported.

InDialogue

The InDialogue started (InDailogue) node triggers when a caller is connected with an agent. This scenario is specific for default one-on-one conversations. Each output contains information about the session for a participant. Both audio and chat sessions are supported.

PostDialogue

The PostDialogue node triggers when a session reaches the post dialogue phase. This means a caller or agent disconnects the call. The other participant will trigger the output from this node, containing information about the session for the remaining participant. Both audio and chat sessions are supported.

Note To end this phase use the No Action node. No other node is allowed and if it is not triggered the call is not ended or going to the quality monitor.

QM Q​uestion

The Quality Monitor Question (QM Question) node triggers after the post dialogue phase ends and is triggered for all quality monitor question configured in th UCC to use this plugin. The output will be triggered multiple times when more then one question is configured.

​​Event Bus

The Event Bus Node triggers every time an event is received form the UCC over the event bus. This node is not depending on any sessions. Using the filter, only events of defined types are passed to the next node.

 

Anywhere365 Action Nodes

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Description

Say (Anywhere365)

Say can be used to send a message to the customer. This can be plain text but generated by the output from another node. For example, you can load the customer's name for a more personal greeting.

Ask and wait for input (Anywhere365)

With this node you can ask the customer for input. This can be done with:

  • Specific amount of tones = Wait until the customer enters a specific amount of tones, for example when retrieving their order number.

  • Specific tone = Wait if the custom enters a specific tone, for example when building an IVR.

  • Speech recognized = Wait for the customer to say a specific word, this can be used to confirm input or key phase-based routing.

Wait for chat message (Anywhere365)

This node is used for building a Chat bot, with this node you can ask the customer for input. For example, their name, question or email address.

Transcriptor (Anywhere365 / Google Transcriptor)

With this Node you can transcript the customer. This can be done while the customer is talking to an agent, but it can also be done in the IVR Menu. If you integrate this with powerful tools like:

  • QnA Maker (Microsoft)

  • LUIS (Microsoft)

  • DialogFlow (Google)

By integrating this, you are adding Machine Learning based routing to your flow. See “Voice Bot with DialogFlow”.

Dialogflow (Anywhere365 / Google)

This node is developed by Anywhere365 to integrate with Google Dialogflow. More information about this node can be found in the scenario “Voice Bot with Dialog Flow”.

 

Anywhere365 End Nodes

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Description

EnQueue (Anywhere365)

Put the customer in an Anywhere365 Skill. This can be any of the different skill types (available, countdown, forward, escape on queue size). In addition to flow will continue into the smart routing capabilities of Anywhere365. The Skill can be set as plain text or based on the output of another node.

Merge (Anywhere365)

With the Merge node you can pull a waiting conversation from the queue. A useful scenario for this is CallPark, see scenario “Call Park” for more information.

Disconnect (Anywhere365)

With this node we disconnect the conversation and stop the flow.

 

Useful other Nodes

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Description

Switch (NodeRed)

With this node you can decide based input where to continue, for example is the customer has not been recognized then ask for customer number, else continue.

Function (NodeRed)

This is the node where low-coding coming into place. If you are looking for a feature that cannot be implemented with the simple drag and drop UI, you can use this node to write your own functionality.