Install WebChat Dialogue Provider 2.0

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:

   Setting	Value	Scope	Description
   Enabled	TRUE	WebChatDialogueProvider2	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	WebChatDialogueProvider2	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	WebChatDialogueProvider2	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	WebChatDialogueProvider2	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	WebChatDialogueProvider2	The default sip URI that will be used for any purpose when none can be found or none is provided.
   ForwardUri Note: Introduced in WebChat 2.1	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/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.	WebChatDialogueProvider2	Used for the Dialogue Manager to forward presence information to the WebChatDialogueProvider.
   ForwardUri Note: Introduced in WebChat 2.1	Example: http://FQDN/DialogueManager/api/v1/EventsHook Note URL needs to be accessible from the Dialogue Manager to the WebChatDialogueProvider2. If on the same machine, you can use localhost.	EventForwarderPlugin	Used for the EventForwarderPlugin to send event to the Dialogue Manager.

 

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/webagentservice/api/v1/settings http://FQDN/DialogueManager/api/v1/settings https://FQDN/WebChatDialogueProvider2/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 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	Example value	1.00	Skill	WebChat
   Channel	Not equals	Example value	2.00	Skill	WebChat

More information about Plugin Flow Settings, Learn More

For more example, Learn More