Install Email Dialogue Provider

Requirements

 

Installation

Deploy package

  1. Unzip the Anywhere365 Email Dialogue Provider package

  2. Edit the properties.ps1

    1. Domain = Domain of the install account

    2. UserName = Username of the install account

  3. Run install.ps1 in PowerShell as administrator

 

Add Plugins Settings

  1. Open the 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. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

    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://FQDNA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS)./api/v1/settings

    http://FQDN/DialogueManager/api/v1/settings

    http://FQDN/EmailDialogueProviderDev/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 ToastA toast is a skype instant message notification.

    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

    Equals

    Example value

    1.00

    Skill

    TextHandling

    Subject

    Not equals

    Example value

    2.00

    Skill

    TextHandling

More information about Plugin Flow Settings, Learn More

For more example, Learn More

Restart UCC and validate

  1. Login to the Anywhere365 Application Server

  2. Start Services

  3. Restart "Anywhere365 Unified Contact Center"

  4. See the logs if Dialogue Manager is successfully loaded

UCC Logs

6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

6.0: C:\Program Files\Anywhere365\Core\Logs

5.0: C:\Program Files\UCC\Logs

2019-04-18 15:39:30,716 [5] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest DEBUG - ListsPlugin SendRequest Endpoint: http://FQDN/EmailDialogueProvider/api/v1/settings - body: {"Version":"1.1.7"...}

 

Email Dialogue Provider log:

2019-04-18 16:13:32.7046 DEBUG SettingsManager - Added settings for UCC ucc__texthandling

2019-04-18 16:13:32.7075 TRACE ProviderManager - TryAddUcc ucc__texthandling