Install WebChat Dialogue Provider 2.0

Note This product is part of an Invitation Release. Please contact your Sales Contact for more information.

Note Enterprise license and higher

Note Additional Anywhere365 WebAgent license required.

Requirements

  • Install ASP.NET Core 3.1.6 (or a later 3.1 series) Runtime & Hosting Bundle (if you have not already done this)

    • https://dotnet.microsoft.com/download/dotnet-core/3.1

 

Installation

Deploy package

  1. Unzip the Anywhere365 WebChat 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 UCC 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.

 

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://FQDNFDQN 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/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

 

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/WebChatDialogueProvider2/api/v1/settings - body: {"Version":"1.1.7"...}

 

WebChat Dialogue Provider log:

2019-04-18 16:13:32.7046 DEBUG SettingsManager - Added settings for UCC ucc__webchat

2019-04-18 16:13:32.7075 TRACE ProviderManager - TryAddUcc ucc__webchat