Dialogue Studio User Guide

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.

 

Nodes

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Description

Incoming call (Anywhere365)

The incoming call node triggers when a conversation (both audio and chat) enters the Unified Contact Center (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.). This is the starting point of a flow.

 

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:

 

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.

 

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.

 

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”.

 

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.

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.