Adding extra WebChat

Introduction

With an extra webchat endpoint, you give the customer a visual menu to choose the right topic. Including the availability of the Skill.

 

Configuration

Create extra endpoint

1. Open Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. Management Shell as admin

2. Use the following command:

    New-CsTrustedApplicationEndpoint -ApplicationId [UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. ID] -TrustedApplicationPoolFqdn [UCC Server 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]] –SipAddress sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:[Sipaddress]

 

Configure extra chat endpoint

1. Open Endpoint list

2. Create new endpoint

   1. Title = SIP address of the WebChat Endpoint

   2. Modality = chat

   3. Skill = Created Chat Skill

 

Add extra chat endpoint

1. Login on the Anywhere365 Application server

2. Open the following file in notepad

   C:\inetpub\wwwroot\ChatHub\appSettings.config 

3. Copy the following line in the file

   Sip=sip:[Endpoint address]#ChatName=[Displayname] Webchat#CanChat=1#DefaultContactName=[Contact Name]#Email=info@domain.com#JobTitle=Agent#Mobile=0612345678#Phone=0123456789 #RequestAgentName=1

4. Enter a , after the line and copy the line.

5. The record should look like:

    <add key="WebChatSubscriptions" value=" 
   Sip= sip:[Endpoint address]#ChatName=[Displayname] Webchat#CanChat=1#DefaultContactName=[Contact Name]#Email=info@domain.com#JobTitle=Agent#Mobile=0612345678#Phone=0123456789 #RequestAgentName=1, 
   Sip= sip:[Endpoint address]#ChatName=[Displayname] Webchat#CanChat=1#DefaultContactName=[Contact Name]#Email=info@domain.com#JobTitle=Agent#Mobile=0612345678#Phone=0123456789 #RequestAgentName=1" /> 

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