Install Email Dialogue Provider

Note Additional Anywhere365 WebAgent license required.

Note Enterprise license and higher

Requirements

  • Microsoft Office365 mailbox

  • Install ASP.NET Core 2.2.8 (or a later 2.2 series) Runtime & Hosting Bundle (if you have not already done this)

    • https://dotnet.microsoft.com/download/dotnet-core/2.2

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

    • Mail.ReadWrite

    • Mail.Send

    • User.Read.All

    • Directory.Read.All

 

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 UCC 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):

      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://FQDNFDQN 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 ToastA 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

 

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