Install Generic Dialogue Provider

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