Install CM Dialogue Provider

Prerequisites

• CM Account with WhatsApp channel

 

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:

   Note: ProductToken is provided by Anywhere365 partner.

   Setting	Value	Scope	Description
   Enabled	TRUE	CmDialogueProvider	Indicates whether the dialogue provider is actively used
   Name	Anywhere365	CmDialogueProvider	Display name that is used for outgoing messages
   PollingIntervalInSeconds	1	CmDialogueProvider	Time between each poll to send outgoing messages
   ProductToken	XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX	CmDialogueProvider	Unique identifier to authorize against the Messaging API
   Sms	+XXXXXXXXXX	CmDialogueProvider	Phonenumber for SMS
   WaitForStatusReport	FALSE	CmDialogueProvider	Indicates whether system should wait for status reports on outgoing messages; status reports indicate whether sending an outgoing message is successful or not.
   WhatsApp	+XXXXXXXXXX	CmDialogueProvider	Phonenumber for WhatsApp

 

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 https://FQDN/CmDialogueProvider/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
   Subject	Subject	No	No	1	No	Contact
   SenderDisplayName	SenderName	No	No	2	No	Contact
   SenderUri	SenderUri	No	No	3	No	Contact
   Body	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	WhatsApp
   Subject	Not equals	Example value	2.00	Skill	WhatsApp

More information about Plugin Flow Settings, Learn More

For more example, Learn More

 

Configure Webhook in WhatsApp messaging partner

1. Login into the CM Dashboard

2. (if you have multiple accounts) Select your Account

3. Navigate to Channels

4. Navigate to WhatsApp Business

5. Open your Business profile

6. Select Add destination

   1. Destination = Webhook

   2. Content type = Json

   3. Enter a webhook url = Example, https://FQDN/CmDialogueProvider/api/v1/response

      Note: The URL needs to be publicly available.