Dialogue Cloud

Install Generic Dialogue Provider

Note This product is part of an Invitation Release. Please contact your Sales Contact for more information.

Note Enterprise license and higher

Note Additional Anywhere365 WebAgent license required.

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). 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

    Description

    Id

    Id of choice

    Example: 1234

    GenericDialogueProvider

    The Id of the Generic Dialogue Provider, must be unique. Only one GDP allowed per UCC

    Uri

    https://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]/GenericDialogueProvider

    Note: URL needs to be accessible from the Dialogue Manager to the Generic Dialogue Provider service. If on the same machine, you can use localhost.

    GenericDialogueProvider

    The Id of the Generic Dialogue Provider, must be unique. Only one GDP allowed per UCC

 

Add Endpoint

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add Generic Dialogue Provider 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

    https://FQDN/GenericDialogueProvider/api/v1/settings

    Note: URL needs to be accessible from the UCC Service to the Generic Dialogue Provider service. If on the same machine, you can use localhost.

    ListsPlugin

 

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 Skype for Business instant message notification the user receives on his desktop.

    Order

    Open Automatically

    Category

    Subject

    Subject

    No

    No

    1

    No

    Contact

    SenderDisplayName

    SenderName

    No

    No

    2

    No

    Contact

    SenderUri

    SenderUri

    No

    No

    3

    No

    Contact

    Body

    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

    Equals

    Example value

    1.00

    Skill

    Generic

    Subject

    Not equals

    Example value

    2.00

    Skill

    Generic

More information about Plugin Flow Settings, Learn More

For more example, Learn More