Add Mailbox to a new UCC to Email Dialogue Provider

Configure

Exchange mailbox

Add sub folder(s) to the inbox folder of the configured email account e.g. FrontOffice (Use the same name as used for the Chat Skill and SharePoint list name)


Configure UCC

  1. Browse to the 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. settings site
  2. Go to “Settings” list and configure the following:
    1. UseCRM = true

    2. EmailRouterEnabled = true

    3. EmailRouterId = name of your choosing for the email router e.g. EmailProvider

    4. EmailRouterCewId = ID of the extension window. This ID is configured in the reg file that was installed earlier on the client. ID is including the curly brackets. e.g. {683B0E00-AFE5-4277-BB53-E747883AC1BC}

    5. EmailRouterInputEndpoint = MSMQ queue for incoming email router messages e.g. msmq://uccsend_queue@localhost

      Warning Must be unique per UCC.

    6. EmailRouterResponseEndpoint = MSMQ queue for outgoing email router messages e.g. msmq://uccreceive_queue@localhost

      Warning Must be unique per UCC.

  3. Go to “Skills’ list and add a Chat Skill e.g. FrontOffice
  4. Go to “EndPoints” list and add an endpoint:
    1. Title = SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. address of the endpoint e.g. sip:frontoffice@domain.com

    2. Modality = chat

    3. Skill = skill to use for endpoint e.g. FrontOffice

      Endpoint names can be set per UCC and must match the value in the configuration file.

  5. Configure Agents that will use the added Chat Skill

Note UCC must be restarted after adding a new endpoint.


Configuring the services

Note Make sure the config is active:

<add key="Enabled" value="true" />

  1. Browse to the installation folder C:\ProgramFiles\UCC\EmailDialogue\ and add mailboxes2.config

    Tip You can copy from the existing mailboxes.config or an empty from the install directory.

    1. Mailbox Name = Name of the mailbox, used by the appSettings.config

    2. ExchangeUrl = Url of the exchange server e.g. https://outlook.office365.com/EWS/Exchange.asmx

    3. ExchangeVersion = Version of the exchange server. Supported values are: 2010, 2013

    4. EmailAddress =Email address to retrieve emails from e.g. user@domain.com

    5. EmailUser = The user for the inbox. Is in UPNIn Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). format for cloud based and domain\user format for on-premise exchange

    6. EmailPassword = Password of the email account. You must encrypt the password using the Wsp.Anywhere365.EmailDialogue.PWTool located in the install package.

      Note Make password encrypted, with "Wsp.Anywhere365.EmailDialogue.PWTool". Plain text will not be accepted.

    7. EmailQuantityToRetrieve = Amount of emails to retrieve at once e.g. 5

    8. Folder= SharePoint library’s where the emails will be stored e.g. FrontOffice, Backoffice.
      These are equal to the sub folder(s) from the mailbox and the names of the Skills in the UCC settings site, as well as the names of the libraries on the SharePoint email page.

      Tip There can be multiple <Folder></Folder> nodes.

      Note You can make more folder with you own naming, make sure you select the Office Template when creating a new library

    9. UccEndpoint = The value is the ucc endpoint skill is the name of the skill of that endpoint priority is the priority of the endpoint for hunting

      Tip There can be multiple <UccEndpoint></UccEndpoint> nodes

  2. Browse to the installation folder C:\ProgramFiles\UCC\EmailDialogue\ and edit appSettings1.config

    1. UCC

      1. Enabled = Set to true to use this config

      2. UccName = Name of the UCC

    2. MSMQ

      1. DocumentHandlerChannel = MSMQ queue that will be used to send messages within the EmailDialogue services e.g. msmq://document_queue@localhost

        Note Must be unique per UCC

      2. StatusHandlerChannel = MSMQ queue that will be used to send status information within the EmailDialogue services e.g. msmq://status@localhost

        Note Must be unique per UCC

      3. EmailRouterInputEndpoint = MSMQ queue that will be used to receive messages from the UCC e.g. msmq://uccreceive_queue@localhost
        This value is equal to the value set on SharePoint. The service will attempt to create this queue in the message queueing system.

        Note Must be unique per UCC

      4. EmailRouterResponseEndpoint = MSMQ queue that will be used to send messages to the UCC e.g. msmq://uccsend_queue@localhost
        This value is equal to the value set on SharePoint. The service will attempt to create this queue in the message queueing system.

        Note Must be unique per UCC

    3. SharePoint

      1. SharePointUrl = URL of the SharePoint site where emails will be stored e.g. http://sharepoint.com/sites/uccmail/uccmailtemplate

      2. NetWorkDomain = Domain name of the account that will connect with SharePoint e.g. WSP

        Note For SharePoint Online leave empty.

      3. NetworkUser = User name of the account that will connect with SharePoint e.g. account name

        Note For SharePoint Online use UPN email address.

      4. NetworkPassword = Password of the account that will connect with SharePoint. You must encrypt the password using Wsp.Anywhere365.EmailDialogue.PWTool located in the install package. 6

        Note Make password encrypted, with "Wsp.Anywhere365.EmailDialogue.PWToollocated". Plain text will not be accepted.

      5. SharePointArchiveLibrary = SharePoint library where the emails (PDF’s) will be stored after they are handled e.g. Archive

    4. CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way.

      1. UseCrm = Indicate if the service needs to use a CRM connection e.g. false

      2. CrmUrl = The URL of the CRM environment e.g. user.crm4.dynamics.com

      3. CrmConnectionString = Connectionstring to connect to the CRM environment e.g. Url=https://user.crm4.dynamics.com/;Username=user@user.onmicrosoft.com;Password=6dxvxHYehiRyzfqcIlI96Q==

        Note Make password encrypted, with "Wsp.Anywhere365.EmailDialogue.PWToollocated". Plain text will not be accepted.

      4. CrmCaseCreatorGuid = GuidGUID stands for Globally Unique Identifier and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed. of the Crm account used to create cases

      5. CrmCaseNumberRegex = Regex to recognize case numbers in email subjects

      6. CrmCreateContacts = Whether to create a new contact in crm, if no matching contact is found

      7. CrmUseOwnerSkill = Whether to route email to the skill matching the owner of the case, thereby ignoring the configured skill in Mailboxes

      8. CrmOriginalSkillField = Crm field for: Mailboxes folder skill

        The actual skill can be different due to CrmUseOwnerSkill

      9. CrmBodyTextField = Crm field for: plain text email body

      10. CrmBodyHtmlField = Crm field for: html email body

      11. CrmCreateCaseIfNoServiceUrls = Whether to create a case if there are no ServiceUrls configured

    5. Mailboxes

      1. Mailboxes = Path to mailboxes config file

  3. Save the settings file.