Dialogue Cloud

On Premises

Link UCC to WebAgent

Note

An additional Anywhere365 WebAgent license is required.

Introduction

For 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. functionality to be used in the WebAgent a link must be made first.

Requirements

Validate Plugin Settings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature. Some, like ConnectionString will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Configure the following settings:

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

Note

URL needs to be accessible from the UCC Service to the WebAgent Service.

Warning

It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

If on the same machine, you can use localhost.

ListsPlugin

PollingIntervalMinutes

15

ListsPlugin