Config PowerMass

Mass Config

When you need to configure a lot of UCCsUCC 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. it would be very helpful if you don’t have to do this manually. With the Mass script (consisting of two steps; 1) Mass Technical; 2) Mass Config) you can easily create tens or hundreds of UCCs.

The Mass Config script focuses on functional configuration on SharePoint only, for creating the SharePoint sites and Skype applications + endpoints, please check Mass Technical.

 

Generate input files

For the Mass Config script to complete your SharePoint configuration, it requires one or more of the following input files:

  • 00. AudioFiles (= directory)
  • 01. Agents.csv
  • 02. Skills.csv
  • 03. SkillsPerAgent.csv
  • 04. BusinessHours.csv
  • 05. Holidays.csv
  • 06. IVRQuestions.csv
  • 07. Settings.csv
  • 08. TimerJobs.csv
  • 09. QualityMonitorConfig.csv
  • 10. Supervisors.csv
  • 11. Endpoints.csv

Every directory/CSV-file corresponds with a list within the UCC SharePoint Configuration Site. The following sections explain how to complete the different directories/CSV-files.

Each of the directories/CSV-files refers to a UCC. This reference should match the final section of the hyperlink to the UCC SharePoint configuration site.

 

SharePoint On-Premise

If the hyperlink to the UCC SharePoint Configuration Site is: https://sitecollection.domain.com/sites/a365/ucc_mass_import the UCC reference is:

ucc_mass_import

SharePoint Online

If the hyperlink to the UCC SharePoint Configuration Site is: https://org.sharepoint.com/sites/a365/ucc_mass_import/uccconfigtemplate the UCC reference is:

ucc_mass_import

 

00. AudioFiles

If audio files should be uploaded to one or more UCCs, a subfolder inside the 00. AudioFiles directory should be created for each of these UCCs. The name of the subfolder should match the UCC reference (as explained earlier). The audio files that should be uploaded to the UCC SharePoint Configuration Site can be placed within this subfolder.

 

01. Agents

If Agents should be added to one or more UCCs, these can be configured in the file “01. Agents.csv”. This CSV-file contains four columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Agent
  3. Order
  4. Formal

For more information regarding these columns, please check: Agents

 

02. Skills

If Skills should be added to one or more UCCs, these can be configured in the file “02. Skills.csv”. This CSV-file contains ten columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Title
  3. ShowOnWallboard
  4. ForwardToSip
    1. Only used for Forward Skills and Chat Forward Skills
  5. ForwardWithDTMF
    1. Only used for Forward Skills
  6. StartCountDownSeconds
    1. Only used for CountDown Skills and CountDown Availability Skills
  7. EndCountDownSeconds
    1. Only used for CountDown Skills and CountDown Availability Skills
  8. Availability
    1. Only used for Availability Skills
  9. Escape Skill
    1. Only used for Availability Skills, CountDown Skills and CountDown Availability Skills
  10. Content Type; possible values are:
    1. Skill (if no Content Type is defined it will default to Skill)
    2. CountdownSkill
    3. AvailabilitySkill
    4. CountdownAvailabilitySkill
    5. ForwardSkill
    6. ChatSkill
    7. ChatForwardSkill

For more information regarding these columns, please check: Skills

03. SkillsPerAgent

If Skills should be assigned to Agents for one or more UCCs, these can be configured in the file “03. SkillsPerAgent.csv”. This CSV-file contains four columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Skill: this column should match the title of a Skill
  3. Score
  4. Agent: this column should match 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 an Agent

For more information regarding these columns, please check: Skills per Agent

04. BusinessHours

If Business Hours should be added to one or more UCCs, these can be configured in the file “04. BusinessHours.csv”. This CSV-file contains four columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Day
  3. Start
  4. End

For more information regarding these columns, please check: Business Hours

05. Holidays

If Holidays should be added to one or more UCCs, these can be configured in the file “05. Holidays.csv”. This CSV-file contains three columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Title
  3. Date

For more information regarding these columns, please check: Holidays

06. IVRQuestions

If an IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. should be setup for one or more UCCs, these can be configured in the file “06. IVRQuestions.csv”. This CSV-file contains fifteen columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Title: this column has the following defaults:
    1. Welcome Message
    2. Welcome Recording
    3. Message Closed
    4. Message Overflow
    5. Voicemail Message
    6. Queue 1
    7. Queue 2_1
    8. Queue 2_2
    9. Queue 2_3
    10. Queue 2_4
    11. Queue 2_5
    12. Queue 2_more_5
    13. Queue 3
    14. Message Busy
    15. CallbackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours. init pre number
    16. Callback init post number
    17. Callback init anonymous
    18. Callback enter number
    19. Callback verify pre number
    20. Callback verify post number
    21. Callback bye
      Additionally, multiple questions can be added, these items should start with prefix “Question” followed by any text.
  3. Action: this column has the following defaults:
    1. <empty>
    2. Callback
    3. Disconnect
    4. Previous
    5. Skill
    6. Voicemail
  4. Parent
  5. Question
  6. AudioQuestion: this column can be empty or should match the file name (without extension) of an Audio File
  7. Choice; this column has the following defaults:
    1. 0
    2. 1
    3. 2
    4. 3
    5. 4
    6. 5
    7. 6
    8. 7
    9. 8
    10. 9
    11. *
    12. #
  8. Choice Timeout
  9. Answer
  10. AudioAnswer: this column can be empty or should match the file name (without extension) of an Audio File
  11. Skill: this column should match the title of a Skill when the action is set to either Callback or Skill
  12. Order: only used for IVRCallbackItem; the following items should get the following order:
    1. Callback init pre number 401
    2. Callback init post number 402
    3. Callback init anonymous 403
    4. Callback enter number 404
    5. Callback verify pre number 405
    6. Callback verify post number 406
    7. Callback bye 407
  13. Queue: only used for IVRCallbackItem; for each IVRCallbackItem the value should be “3 - Callback Queue”
  14. Workflow: only used for IVRCallbackItem; for each IVRCallbackItem the value should be “Callback”
  15. Content Type: only used for IVRCallbackItem; for each IVRCallbackItem the value should be “IVRCallbackItem”

For more information regarding these columns, please check: IVR Questions

 

07. Settings

If Settings should be added to one or more UCCs, these can be configured in the file “07. Settings.csv”. This CSV-file contains three columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Key
  3. Value

For more information regarding these columns, please check: Settings

 

08. TimerJobs

If TimerJobs should be added to one or more UCCs, these can be configured in the file “08. TimerJobs.csv”. This CSV-file contains twelve columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Title
  3. Day
  4. Specific days
  5. Start time
  6. Specific start time
  7. List
  8. Item
  9. Column
  10. Value
  11. Active
  12. Run now once

For more information regarding these columns, please check: Timerjobs

 

09. QualityMonitorConfig

If Quality Monitors should be added to one or more UCCs, these can be configured in the file “09. QualityMonitorConfig.csv”. This CSV-file contains nine columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Welcome
  3. ValueStart
  4. ValueEnd
  5. Goodbye
  6. WelcomeAudio
  7. GoodbyeAudio
  8. Modality
  9. Order

For more information regarding these columns, please check: Quality Monitoring

 

10. Supervisors

If Supervisors should be added to one or more UCCs, these can be configured in the file “10. Supervisors.csv”. This CSV-file contains two columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Supervisor

For more information regarding these columns, please check: Supervisor

 

11. Endpoints

If Endpoints should be added to one or more UCCs, these can be configured in the file “11. Endpoints.csv”. This CSV-file contains nine columns:

  1. UCC: this is the UCC reference (as explained earlier)
  2. Title
  3. Modality
    1. Only used for ModalityEndpoint
  4. Skill
    1. Only used for ModalityEndpoint
  5. ParentQuestion
    1. Only used for ModalityEndpoint
  6. Priority
    1. Only used for ModalityEndpoint
  7. EnableRouting
    1. Only used for ModalityEndpoint and MainEndpoint
  8. AlwaysOn
    1. Only used for ModalityEndpoint
  9. Content Type; possible values are:
    1. ModalityEndpoint (if no Content Type is defined it will default to ModalityEndpoint)
    2. SystemEndpoint
    3. MainEndpoint
    4. DefaultRoutingEndpoint

A UCC needs a minimum of three system endpoints and one main endpoint. For more information regarding these columns, please check: General

 

Start the Mass Config

If one or more input files are generated the Mass Config can be started. I.e. if you don’t want to add Agents to the UCC, remove the file “01. Agents.csv” from the Mass Config root-directory.

Start Powershell as Administrator and run “mass.ps1”

First, the script will prompt for the SharePoint Parent Site:

  • Please enter the SharePoint Parent Site of the UCCs that will be imported now:
    This is the web address to the UCC SharePoint Site that hosts the underlying UCC SharePoint Configuration Sites.
    E.g. if the UCC SharePoint Configuration Site is https://sitecollection.domain.com/sites/a365/ucc_mass_import fill in the site without the UCC reference: https://sitecollection.domain.com/sites/a365

Based on the web address of the SharePoint Parent Site the mass script detects whether the UCC SharePoint Configuration sites are hosted on SharePoint On-Premise our SharePoint Online. The prompts that follow are tailored to the detected version of SharePoint.

 

SharePoint On-Premise

If the UCC SharePoint Configuration Sites are hosted by SharePoint On-Premise the following prompts should be completed:

  • Do you want to use “domain\user” to connect to SharePoint:
    If you are logged in with a domain account, you can use this account to connect to SharePoint.

If you do not want to use your current account, more prompts will follow:

  • Please enter the domain-part of the account to connect to SharePoint (<domain>\<user>):
    Enter the domain of your user account
  • Please enter the user-part of the account to connect to SharePoint (<domain>\<user>):
    Enter the username of your user account
  • Do you want to use “domain\user” to connect to SharePoint?
    If you miss typed the domain- and or user-part of your user account you can select No. If the user account is correct, select Yes.
  • Please enter the password for “domain\user”:
    Enter the password in order to be let the script sign-in to SharePoint successfully.

Regardless of connecting to SharePoint with your current account, or with another account, a final prompt should be completed:

  • Do you want to delete existing items from the SharePoint lists?
    If you select Yes, existing items will be deleted from the lists that will be imported. This might be useful, take the Business Hours as an example: the default items in the list are Monday till Sunday from 00:00 till 23:59. If you want to override the Business Hours with your own set of Business Hours, existing items should be deleted from the list first.
    If you select No, existing items will remain, and new items will be added to the lists.

 

SharePoint Online

If the UCC SharePoint Configuration Sites are hosted by SharePoint Online the following prompts should be completed:

  • - Please enter the account to connect to SharePoint (<user>@<domain>):
    Enter the sign-in address of the user account
  • - Do you want to use “user@domain.com” to connect to SharePoint?
    If you miss typed the sign-in address of your user account you can select No. If the user account is correct, select Yes.
  • - Please enter the password for “user@domain.com”:
    Enter the password in order to be let the script sign-in to SharePoint successfully.
  • - Do you want to delete existing items from the SharePoint lists?
    If you select Yes, existing items will be deleted from the lists that will be imported. This might be useful, take the Business Hours as an example: the default items in the list are Monday till Sunday from 00:00 till 23:59. If you want to override the Business Hours with your own set of Business Hours, existing items should be deleted from the list first.
    If you select No, existing items will remain, and new items will be added to the lists.

After all prompts are completed the Mass Config will setup a connection to the first UCC SharePoint Configuration Site. If this connection is unsuccessful an error will be thrown.

If this connection is successful the items from the generated input files will be imported in the corresponding UCCs.

When one of the items contains malformed data, an error will be thrown that indicates why the item cannot be imported. In this case, correct the input file, and re-run Mass Config.

 

Advanced Mass Config

When a lot of UCCs with an identical configuration should be created (or part of the configuration is identical for these UCCs), there is an advanced way to import this data into these UCCs.

If, for example, 10 settings should be added to 10 different UCCs, and these 10 UCCs do have the same 10 Holidays as well as the same 10 Business Hours, you must create 3 Input Files (04. BusinessHours.csv, 05. Holidays.csv, and 07. Settings.csv) each of them containing 100 lines (10 lines per UCC).

Instead of creating the 3 Input Files with 100 lines each (as described above), you can also create 4 Input Files with 10 lines each.

  1. 04. BusinessHours.csv containing the 10 Business Hours
  2. 05. Holidays.csv containing the 10 Holidays
  3. 07. Settings.csv containing the 10 Settings
  4. 99. UCC.csv containing the 10 UCCs

Every Input File contains a column UCC, but if the Input File “99. UCC.csv” exists, this column will be ignored. Instead all items from all Input Files will be imported in all UCCs that are defined in the Input File “99. UCC.csv”.

 

99. UCC

If all items from all specified Input Files should be added to multiple UCCs, these UCCs can be configured in the file “99. UCC.csv”. This CSV-file contains two columns:

  1. UccName: this is the UCC reference (as explained earlier)
  2. Site: the complete hyperlink to the UCC SharePoint Configuration Site.

 

Start the Mass Config

The process for running the advanced Mass Config is identical to running the regular Mass Config. The only difference is that when the Input File “99. UCC.csv” is present, the UCC column in all other Input Files will be ignored and all items from all other Input Files will be added to all UCCs that are defined in the Input File “99. UCC.csv” (if the Mass Config is able to successfully sign-in to the specific UCC SharePoint Configuration File).

 

Final Remark

Be aware that the regular Mass Config and the advanced Mass Config cannot be used together in a single run of the Mass Config. In case you have some lists that should have identical items across multiple UCCS, use the advanced Mass Config first with only these Input Files that hold the generic items. Next, remove all Input Files (including 99. UCC.csv) and replace them with the Input Files holding UCC specific items, and run the Mass Config again.

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