Install Email Dialogue Provider Component

Requirements

• Microsoft Office365 mailbox

• (Graph only) An Azure App with the following permissions, Learn More

  Note: If for company policies the access needs to be restricted, please see: Limit Mailbox Access

  • Mail.ReadWrite

  • Mail.Send

  • User.Read.All

  • Directory.Read.All

Installation

Add Plugins Settings

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). 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. Config page on SharePoint

2. Open the Plugin Settings list

3. Add the following settings:

   Note: Microsoft has announced disabling REST API's to access mailboxes in Exchange hybrid deployments. More information. In this case we recommend moving the mailbox used for the Email Dialogue Provider available in Exchange Online.

   Setting	Value	Description
   Setting: ClientId Scope: EmailDialogueProvider	The app id of the app created in azure	Azure app ID.
   Setting: ClientSecret Scope: EmailDialogueProvider	The client secret value of the app created in azure.  Tip: Use the Value, not the Secret ID. Note: Alternatively you can use EncryptedClientSecret Encrypt the Client Secret with the A365 Encryption Tool	The client secret.
   Setting: EmailAddress Scope: EmailDialogueProvider	username@domain.com	The e-mail address of the mailbox.
   Setting: Enabled Scope: EmailDialogueProvider	TRUE Warning: Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular UCC, but will shut down the Dialogue Manager service for all your UCCs using it!	Enable the provider.
   Setting: Tenant Scope: EmailDialogueProvider	The tenant id of the azure tenant in which the app is created	Microsoft Entra tenant
   Setting: Type Scope: EmailDialogueProvider	Graph	Use Microsoft Graph API ( https://docs.microsoft.com/en-us/graph/overview ) for the connection to the mailbox

4. Add the following settings

   Setting	Value	Description
   Setting: OutboundTextSkill Scope: WebAgentService	Name of the outbound skill (default is empty) For example: OUTBOUNDTextSkill Note: The Skill needs to be created in the UCC.	Used for enabling the Outbound Text Session. This Skill is also used for Reporting purposes.

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	Description
   Setting: ListsEndpoints Scope: ListsPlugin	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]/webagentservice/api/v1/settings http://FQDN/DialogueManager/api/v1/settings http://FQDN/EmailDialogueProvider/api/v1/settings Note: URL needs to be accessible from the UCC Service to the Email Dialogue Provider. Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.	Used by the ListsPlugin to push the settings from the settings from SharePoint to the URL of the service.

Create and assign Skills

1. Create regular skill, Learn More

2. Add Agents, Learn More

3. Assign Skills to Agents, Learn More

Add Plugins Attributes

1. Open the UCC Config page on SharePoint

2. Open the Plugin Attributes list

3. Add the following attributes:

   Display Name	System Name	Show on Extension Window	Show on Toast A toast is a pop-up instant message or audio call notification the user receives on his desktop.	Order	Open Automatically	Category
   EmailSubject	Subject	No	No	1	No	Contact
   SenderDisplayName	SenderName	No	No	2	No	Contact
   SenderEmailAddress	SenderUri	No	No	3	No	Contact
   EmailBody	Content	No	No	4	No	Contact

Add Plugin Flow Settings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Flow Settings list

3. Below an example on how to setup the Plugin Flow Settings:

   Attribute	Operator	Value	Order	Action	Skill
   Subject	Contains	Example value	1.00	Skill	TextHandling
   Subject	Does not contains	Example value	2.00	Skill	TextHandling

More information about Plugin Flow Settings, Learn More

For more example, Learn More