Dialogue Cloud

Install CM Dialogue Provider

Note: An Enterprise license or higher is required to access these features.
Note: An additional Anywhere365 WebAgent license is required.
Note: This feature requires an additional license from an Anywhere365 partner.

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.