Install Dialogue Manager

Note Additional Anywhere365 WebAgent license required.

Note Enterprise license and higher

Requirements

 

Installation

Deploy package

  1. Unzip the Anywhere365 Dialogue Manager package

  2. Edit the properties.ps1

    1. Domain = Domain of the install account

    2. UserName = Username of the install account

  3. Run install.ps1 in PowerShell as administrator

 

Create DialogueManager Database

  1. Create a new database in SQL Management Studio.

  2. If an OnPremises database is utilized, make sure the Anywhere365 install account is database owner.

 

Add PluginsSettings

  1. Open the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. 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

    DialogueManager

    Uri

    http://fqdnFDQN 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

    DialogueManager

    Uri

    http://fqdn/webagentservice

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

    If on the same machine, you can use localhost.

    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

    ListsPlugin

 

Restart UCC and validate

  1. Login to the Anywhere365 Application Server

  2. Start Services

  3. Restart "Anywhere365 Unified Contact Center"

  4. See the logs if Dialogue Manager is successfully loaded

UCC Logs

6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

6.0: C:\Program Files\Anywhere365\Core\Logs

5.0: C:\Program Files\UCC\Logs

2019-04-18 15:21:43,560 [14] tx INFO - CustomSessionPlugin Pushing updates to http://FQDN/DialogueManager/

2019-04-18 15:39:30,716 [5] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest DEBUG - ListsPlugin SendRequest Endpoint: http://FQDN/DialogueManager/api/v1/settings - body: {"Version":"1.1.7"...}

 

Dialogue Manager log:

2019-04-18 16:11:23.0499 Info Found 72 configuration items

2019-04-18 16:11:23.0955 Info Configuration initialized.