inDialogue bot for Microsoft Teams

Introduction

With the Anywhere365 inDialogue bot for Microsoft Teams your supervisor will be able to supervise live 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. calls from their Teams client, without the need of a Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. client.

 

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 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 supervisor isn’t equal to the Supervisors im address or UPN.
  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://.

 

User manual

When the URL is correct and you are supervisor on any UCC served by the AttendantService URL, you will see a list of UCCs you can select. Please select an UCC you wish to supervise a call on.

When there is any call that can be supervised, you will be prompted to choose a call from the list. When you click on a call, you will be called on the address configured in the UCC settings site. Please note that calling in Teams will only work on the Desktop and Mobile client. Web client is only supported if you use Microsoft Edge as your internet browser.

 

Call Controls

When you click the call and you answer the incoming call you will receive a card with supervising mode buttons.

During the call these buttons enable you to switch supervising mode on the call. The buttons have the following functions:

Button

Function

Listen

You can hear both agent and customer, but you can’t talk.

Whisper

You can hear both agent and customer, but you can only talk to the agent.

Speak

You are now fully participating in the call with the agent and customer.

Take over

You take over the call from the agent. The agent can only listen to the conversation between you and the customer, but can’t talk.

 

Available commands

Currently the bot can handle the following commands:

Command

Description

signout

Signs the logged in supervisor out from the bot. When the supervisor wants to log in again any sentence sent to the bot will show the welcome message with login button.

uccs

Lists the UCCs the supervisor is supervisor in. The supervisor can switch UCCs by using this command.

listcalls

Lists the calls that can be supervised by the supervisor in the selected UCC. When a call is clicked the supervisor will be called and presented a call control card if the call was answered.