Install CM Dialogue Provider

Requirements

• Install ASP.NET CoreThe Core is the contact center application of Anywhere365. It manages all the Dialogues and Dialogue related settings. The Core product can be extended with several Platform Elements. 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

 

Installation

Deploy package

1. Unzip the Anywhere365 CM 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 UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. 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://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 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 ToastA 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

 

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

2019-04-18 15:39:30,716 [5] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest DEBUG - ListsPlugin SendRequest Endpoint: http://FQDN/CmDialogueProvider/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__whatsapp
2019-04-18 16:13:32.7075 TRACE ProviderManager - TryAddUcc ucc__whatsapp

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