Install CM Dialogue Provider

Note Additional Anywhere365 WebAgent license required.

Note Enterprise license and higher

Requirements

 

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 Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

    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://FQDNA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS)./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 instant message notification.

    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

6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

6.0: C:\Program Files\Anywhere365\Core\Logs

5.0: C:\Program Files\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