Dialogue Cloud

Install Dialogue Manager

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

Installation

Add PluginsSettings

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

  1. Open the 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). An 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. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

    Setting

    Value

    Scope

    Enabled

    TRUE

    DialogueManager

    SqlConnectionString

    Data Source=FQDN\INSTANCE;Initial Catalog=DATABASENAME;Integrated Security=True;MultipleActiveResultSets=True

    Note: When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &
    Warning: Each Dialogue Manager needs its own Database. Having multiple Dialogue Managers using the same database, will result in invalid states and missing messages.

    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.
    Warning: Only one Dialogue Manager per WebAgent Service. Having multiple Dialogue Managers in one WebAgent Service, will result in missing messages and not receiving updates.

    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

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

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

    ListsPlugin