Install Email Dialogue Provider

Requirements

• Microsoft Office365 mailbox

• (Graph only) An Azure App with the following permissions, Learn More

  • Mail.ReadWrite

  • Mail.Send

  • User.Read.All

  • Directory.Read.All

 

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, based on which method you want to use:

   1. Graph:

      Setting	Value	Scope
      ClientId	The app id of the app created in azure	EmailDialogueProvider
      ClientSecret	The app secret of the app created in azure Note Alternatively you can use EncryptedClientSecret Encrypt the Client Secret with the A365 Encryption Tool	EmailDialogueProvider
      EmailAddress	username@domain.com	EmailDialogueProvider
      Enabled	TRUE	EmailDialogueProvider
      Tenant	The tenant id of the azure tenant in which the app is created	EmailDialogueProvider
      Type	Graph	EmailDialogueProvider

   2. EWS (Exchange Web Service):

      Warning: When using EWS in production, do not interact with the mailbox (i.e. opening and reading the mails).

      Note: Microsoft has announced disabling Basis Authentication for Exchange Online. In this case we recommend using the Graph method. More information.

      Setting	Value	Scope
      EmailAddress	username@domain.com	EmailDialogueProvider
      Enabled	TRUE	EmailDialogueProvider
      EncryptedPassword	Password	EmailDialogueProvider
      PageSize	10	EmailDialogueProvider
      PollingIntervalInSeconds	10	EmailDialogueProvider
      Uri	https://outlook.office365.com/EWS/Exchange.asmx	EmailDialogueProvider
      Username	username@domain.com	EmailDialogueProvider
      Version	Exchange2013	EmailDialogueProvider

 

Add Endpoint

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add DialogueManager settings endpoint to ListsPlugin ListsEndpoints

   Note: Add to the existing item and separate with "Enter".

   Setting	Value	Scope
   ListsEndpoints	http://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]/webagentservice/api/v1/settings http://FQDN/DialogueManager/api/v1/settings http://FQDN/EmailDialogueProvider/api/v1/settings	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
   EmailSubject	Subject	No	No	1	No	Contact
   SenderDisplayName	SenderName	No	No	2	No	Contact
   SenderEmailAddress	SenderUri	No	No	3	No	Contact
   EmailBody	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	Contains	Example value	1.00	Skill	TextHandling
   Subject	Does not contains	Example value	2.00	Skill	TextHandling

More information about Plugin Flow Settings, Learn More

For more example, Learn More