Dialogue Cloud

Web Agent Infrastructure Overview

Note Additional Anywhere365 WebAgent license required.

Introduction

The below overview gives you information about the relations between the components.

 

Overview

 

Components (alphabetic)

Attendant Service

The Attendant Service is responsible for handling interactions between the users and the UCC. For example, switching Formal states or Taking a conversation from the queue.

 

Call Controls Plugin

The Call Controls Plugin are used so Teams Agents can use the call controls in the WebAgent.

 

CallProperty Services

The CallProperty Services is used for writing additional properties of a conversation into the Anywhere365 CDR Database. For example, adding classifications.

 

CDR Database

The CDR (Call Detail Recording) is used by the Core to store the call details. This information is used by the Dialogue intelligence (Learn More), Power BI (Learn More), and to provide information to the clients. For example, the timeline.

 

CM Dialogue Provider

The CM Dialogue Provider is used to connect to the CM Platform. With CM you can add WhatsApp and SMS as a dialogue type.

 

Core

The Core is the control center of Anywhere365. It manages all the Dialogues and Dialogue related settings. Learn More

 

CRM Service

The CRM Service is used to retrieve contact and case information from your CRM back-end, this information will then be shown in the WebAgent.

 

Custom Session Plugin

The Custom Session Plugin is used to create Custom Session into the UCC. A custom session is used for any other dialogue not using Audio or Skype Chat. For example, WhatsApp, WebChat, or Emails.

 

Dashboard Service

The Dashboard Service is responsible for sharing dashboard information between the UCC and the clients. For example present Queue information in the WebAgent.

 

Dialogue Manager

The Dialogue Manager handles text-based dialogues. It is the central component that communicates between the UCC and the various Dialogue Providers.

 

Dialogue Manager Database

The Dialogue Manager Database is used by the Dialogue Manager and the various Dialogue Provider. It stores all content related to the text-based dialogues.

 

Email Dialogue Provider

The Email Dialogue Provider is used to connect to EWS (Exchange Web Service). With EWS you can add Emails as a dialogue type.

 

Event Forwarder Plugin

The Event Forwarder Plugin subscribes to the EventBus and forwards all events to the WebAgent Service. This way the WebAgent Service is aware of all the events happening in the Core.

 

Identity Service

The identity Service is a service that will validate if you can log in, where you need to login, which integrations to load, and to what WebAgent Service you need to connect to. This part is managed by WORKSTREAMPEOPLE.

 

Lists Plugin

This plugin shares information configured in the SharePoint lists, with various other services like the WebAgent Service. This way you have a central location on where to configure your settings.

 

Universal Timeline

The UniversalTimelineService is a separate service used to provide a unified timeline based on CRM-information. This timeline information is presented in the WebAgent via the WebAgent Service.

 

WebAgent

This is the web app the user opens in their browser. This is the FrontEnd of the WebAgent.

 

WebAgent Service

The WebAgent Service API is used for communication between the WebAgent FrontEnd and Anywhere365 components.

 

WebChat Dialogue Provider

The WebChat Dialogue Provider is used to connect to WebChat Front End. With WebChatDialogueProvider you can add WebChat as a dialogue type.

 

WebChat Front End

The WebChat FrontEnd is used to connect to WebChatDialogueProvider. It provides an interface for the customer to start a WebChat dialogue.