Install CM Dialogue Provider

Prerequisites

• CM Account with WhatsApp channel

Installation

Configure Plugins Settings

Note: Settings in your SharePoint lists will be automatically added upon requesting this feature. Some (like ConnectionStrings) will need to be completed ASAP with your valid credentials.

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). A 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. Configure the following settings:

   Note: ProductToken is provided by Anywhere365 partner.

   Setting	Value	Description
   Setting: Enabled Scope: CmDialogueProvider	TRUE Warning: Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular UCC, but will shut down the Dialogue Manager service for all your UCCs using it!	Indicates whether the dialogue provider is actively used
   Setting: Name Scope: CmDialogueProvider	Anywhere365	Display name that is used for outgoing messages
   Setting: PollingIntervalInSeconds Scope: CmDialogueProvider	1	Time between each poll to send outgoing messages
   Setting: ProductToken Scope: CmDialogueProvider	XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX	Unique identifier to authorize against the Messaging API
   Setting: Sms Scope: CmDialogueProvider	+XXXXXXXXXX	Phonenumber for SMS
   Setting: WaitForStatusReport Scope: CmDialogueProvider	FALSE	Indicates whether system should wait for status reports on outgoing messages; status reports indicate whether sending an outgoing message is successful or not.
   Setting: WhatsApp Scope: CmDialogueProvider	+XXXXXXXXXX	Phonenumber for WhatsApp

Validate Endpoint

Note: Settings in your SharePoint lists will be automatically added upon requesting this feature. Some (like ConnectionStrings) will need to be completed ASAP with your valid credentials.

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Validate DialogueManager settings endpoint for ListsPlugin > ListsEndpoints

   Setting	Value	Description
   Setting: ListsEndpoints Scope: ListsPlugin	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 Note: URL needs to be accessible from the UCC Service to the CM Dialogue Provider. Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.	Used by the ListsPlugin to push the settings from the settings from SharePoint to the URL of the service.

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 pop-up instant message or audio call 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
   Channel	Equals	WhatsApp	1.00	Skill	WhatsApp
   Channel	Not equals	WhatsApp	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.