Dialogue Cloud

On Premises
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Install Dialogue Manager

Note: An additional Anywhere365 WebAgent license is required.
Note: An Enterprise license or higher is required to access these features.

Component overview

Prerequisites

  • WebAgentService installed and configured, Learn More

  • An Azure SQL database: recommended at least S1 20DTU during project initiation (and is typically sufficient for Golive to production, but exceptions may apply, see warning below)
  • Azure DB is remotely accessible
  • SQL user account: which is database owner
  • Connection string to the database(s): various examples provided below
  • Firewall allowance for regional Dialogue Cloud IP address: will be provided by your Anywhere365 contact.

Warning: After Golive, maintenance and regular monitoring of the database is the customer's responsibility.
Your database(s) will accrue data for every conversation and will grow with use over time, or your final 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. count and configuration may be heavy on DB processing (many simultaneous dialogues in queue, frequent queries from PowerBI or e-mails with large attachments for example), so your maintenance (like monitoring size, adding additional archiving databases, deleting old data, reclaiming unused space or maybe even upgrade to a higher tier or storage) may be required. For more information on Azure SQL limits, pricing and maintenance tips a good starting point is https://learn.microsoft.com/en-us/azure/azure-sql/database/resource-limits-dtu-single-databases, or consult your SQL DB Administrator.

Warning: Only one DialogueManager is allowed per WebAgentService. Having multiple DialogueManagers in one WebAgentService, will result in missing messages and not receiving updates (see component overview above when and how more regions and DM's can be used).
Warning: Each DialogueManager needs its own database. Having multiple DialogueManagers using one shared database will result in invalid states and missing messages. (see component overview above when and how more regions and DM's can be used).

Installation

Create DialogueManager Database

  1. Create a new database (in SQL Server Management Studio, Learn More - Microsoft).

    Note: The Dialogue Manager service will perform the creation queries. Make sure the account connecting to the database is owner of the database.

Add PluginsSettings

Note: For Dialogue Cloud customers, settings will be automatically added on request. Please contact Anywhere365 support before proceeding.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

    Setting

    Value

    Scope

    Enabled

    TRUE

    DialogueManager

    SqlConnectionString

    Option 1 (with encrypted Password, which will be decrypted by DialogueManager):
    Server=tcp:<server>.database.windows.net,1433;Initial Catalog=<dm-database-name>;User ID=<sa_username>;EncryptedPassword=<encrypted-password>;Persist Security Info=False;MultipleActiveResultSets=True;Encrypt=True;TrustServerCertificate=False;Connection Timeout=30;

    Note: When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &
    Note: The <encrypted-password> value should be encrypted by A365.PWTool.exe

     

    Option 2 (with plain text password where encryption/decryption is not done):

    Server=tcp:<server>.database.windows.net;Initial Catalog=<dm-databse-name>;User ID=<sa_username>;Password=<password>;Persist Security Info=False;MultipleActiveResultSets=True;Encrypt=True;TrustServerCertificate=False;Connection Timeout=30;

    Note: When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &

    DialogueManager

    Uri

    http://fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/dialoguemanager

    Note: URL needs to be accessible from the WebAgent Service to the Dialogue Manager service.

    DialogueManager

    Uri

    http://fqdn/webagentservice

    Note: URL needs to be accessible from the UCC Service to the WebAgent API service.

    WebAgentService

 

Add Endpoint

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add DialogueManager settings endpoint to ListsPlugin -> ListsEndpoints

    Note: Add to the existing item and separate with "Enter".

    Setting

    Value

    Scope

    ListsEndpoints

    http://FQDN/webagentservice/api/v1/settings (should already exist)

    http://FQDN/DialogueManager/api/v1/settings

    Note: URL needs to be accessible from the UCC Service to the Dialogue Manager.

    ListsPlugin