Install CM Dialogue Provider
Note Enterprise license and higher
Note This feature requires an additional license from an Anywhere365 partner.
Prerequisites
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CM Account with WhatsApp channel
Installation
Add Plugins Settings
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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
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Open the Plugin Settings list
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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
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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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
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Create regular skill, Learn More
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Add Agents, Learn More
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Assign Skills to Agents, Learn More
Add Plugins Attributes
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Open the UCC Config page on SharePoint
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Open the Plugin Attributes list
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Add the following attributes:
Display Name
System Name
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
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Open the UCC Config page on SharePoint
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Open the Plugin Flow Settings list
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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
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Login into the CM Dashboard
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(if you have multiple accounts) Select your Account
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Navigate to Channels
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Navigate to WhatsApp Business
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Open your Business profile
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Select Add destination
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Destination = Webhook
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Content type = Json
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Enter a webhook url = Example, https://FQDN/CmDialogueProvider/api/v1/response
Note: The URL needs to be publicly available.
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