WebChat Dialogue Provider Plugin Settings Overview
This article provides an overview of the available settings for the WebChat Dialogue Provider
Plugin Settings
|
Setting |
Value |
Description |
|---|---|---|
|
Enabled |
TRUE Warning: Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular 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., but will shut down the Dialogue Manager service for all your UCCs using it!
|
The provider will start, and the background tasks will start running. However, when the tasks to process any data are triggered, they will not execute and be skipped. |
|
PollingIntervalInSeconds |
1 |
The provider will look for data to process each x-seconds. The provider will first check whether there are any active sessions, if so, it will query the database for data. |
|
CustomerUriDomain |
Example: mydomain.com |
When there is no customer (sip) URI provided with the chat session, an URI will be generated based on the conversation identifier; this domain will be used as post-fix. For example: gerated-id@customerdomain. |
|
DefaultAgentName |
Example: Agent |
The default agent name to display to the customer, when the agent's name can not, or has not yet been, retrieved from the database. |
|
WebChatSipUri |
Example: sip:ucc_service_webchat@mydomain.com |
The default sip URI that will be used for any purpose when none can be found or none is provided. |
|
Uri |
Example: 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]/WebchatDialogueProvider2_<ucc-name>/ Note: URL needs to be accessible from the WebChat Front-end, i.e. the user interface the end-user will be using the WebChat on.
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. |
The public accessible location of the WebChatDialogueProvider2. |
|
ForwardUri |
Example: http://FQDN/WebchatDialogueProvider2_<ucc-name>/api/v1/dialogue-manager/ucc/presence Note: URL needs to be accessible from the Dialogue Manager to the WebChatDialogueProvider2. If on the same machine, you can use localhost.
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 for the Dialogue Manager to forward presence information to the WebChatDialogueProvider |
|
TimeToLiveInMinutes |
0 or higher default: 0 |
The time a subscription can stay active in minutes; used to determine when a subscription should be actively closed by the WebChat provider. For example, a new subscription was created, but the client closed their browser window or lost connection. When this value is zero (0) or less, subscriptions will stay active forever (until an agent closes them). |
|
ReopenHandledSession |
FALSE or TRUE default: TRUE |
Reopen sessions that have been handled by the agent. |