Dialogue Cloud

Install Email Dialogue Provider

Note: An additional Anywhere365 WebAgent license is required.

Note: An Enterprise license or higher is required to access these features.

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

      Description

      ClientId

      The app id of the app created in azure

      EmailDialogueProvider

      Azure app ID.

      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

      The client secret.

      EmailAddress

      username@domain.com

      EmailDialogueProvider

      The e-mail address of the mailbox.

      Enabled

      TRUE

      EmailDialogueProvider

      Enable the provider.

      Tenant

      The tenant id of the azure tenant in which the app is created

      EmailDialogueProvider

      Azure Active Directory ID

      Type

      Graph

      EmailDialogueProvider

      Use Microsoft Graph API ( https://docs.microsoft.com/en-us/graph/overview ) for the connection to the mailbox

    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

      Description

      EmailAddress

      username@domain.com

      EmailDialogueProvider

      The e-mail address of the mailbox.

      Enabled

      TRUE

      EmailDialogueProvider

      Enable the provider.

      EncryptedPassword

      Password

      EmailDialogueProvider

      Password encrypted using the A365.PWTool.

      Uri

      https://outlook.office365.com/EWS/Exchange.asmx

      EmailDialogueProvider

      Uri to the Exchange mailbox, e.g. https://outlook.office365.com/EWS/Exchange.asmx for Office365 Outlook

      Username

      username@domain.com

      EmailDialogueProvider

      Username to connect to the mailbox.

      Version

      Exchange2013

      EmailDialogueProvider

      Use Exchange WebServices API ( https://docs.microsoft.com/en-us/exchange/client-developer/exchange-web-services/start-using-web-services-in-exchange )

  4. Add the following settings

    Setting

    Value

    Scope

    Description

    OutboundTextSkill

    Note: Introduced in DC2022.04

    Name of the outbound skill (default is empty) For example: OUTBOUNDTextSkill

    Note: The Skill needs to be created in the UCC.

    WebAgentService

    Used for enabling the Outbound Text Session. This Skill is also used for Reporting purposes.

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