Dialogue Cloud

Install inDialogue bot for Microsoft Teams

Introduction

With the Anywhere365 inDialogue bot for Microsoft Teams your supervisor will be able to supervise live UCC calls from their Teams client, without the need of a Skype for Business client.

 

Prerequisites

  • Core version 6.7.2 or higher

 

Configure Contact Center

In the following cases you may need to make a few changes to the Supervisors list in the SharePoint site of your UCC.

  1. The sip address of the supervisor isn’t equal to the Supervisors im address or 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)..

  2. The supervisor needs to be called on a phone number.

 

The sip address of the supervisor isn’t equal to the Supervisors im address or UPN

In the first case you need to add the column wsp_ucc_Supervisor_upn (case sensitive) to the Supervisor list. Set the value of this field equal to the supervisor’s Office 365 account UPN. Mostly this will be the supervisor’s e-mail address.

 

The supervisor needs to be called on a phone number.

In the second case you need to add the column wsp_ucc_Supervisor_phoneuri (case sensitive) to the Supervisor list. Set the value of this field equal to the supervisor’s E.164 formatted phonenumber prefixed by tel:. For example if the phonenumber is +31612345678 the field’s value would be tel:+31612345678.

Important Currently the call can only be received in the Teams client by using Direct Routing with an SBC configured for Teams or by configuring the phone number of the Teams user account. Additional Office 365 licenses may be required in order to receive calls in Teams.

To allow the bot to communicate with your UCC you must allow traffic from the internet to the Attendant Service’s /api/bot/* endpoint (* is wildcard). Please only allow traffic on this endpoint for optimized security. Since the api is a RESTful service, you must allow GET, PUT, POST and DELETE HTTP requests on this endpoint. The service must be hosted on a HTTPS enabled server with a valid trusted certificate.

 

Configure inDialogue bot

From the Teams app store choose the Anywhere365 inDialogue bot and install it.

When you open the app for the first time, you will be welcomed by the inDialogue bot.

Click the sign in button and sign in with your Office 365 account. When you’re signed in you will be redirected to our website. You can close the browser and return to the bot in your Teams client.

The bot will prompt you to enter the Attendant Service url provided by your system administrator. Please enter the URL and make sure it starts with https://.