Processing Text (WhatsApp or SMS) messages with CM or Vonage Dialogue Provider
Introduction
These views shows the connections, steps and authentication paths taken when connecting to a messaging relay service like CM or Vonage and displaying these messages inside AnywhereNow WebAgent.
Note
Some steps in the views shown can be a simplified representation of reality but should provide you with a clearer understanding of these steps and building blocks involved. The direction of an arrow typically represent the initial direction a connection is made, after which signals or traffic can flow both ways. (For a step marked as "0" it is assumed the connection has already been configured or established in an earlier process)
View 1: Inbound text message from a customer through CM displayed to an Agent in WebAgent.
View 1 shows an text messagew sent to the message relay service CM, picked up by the CM Dialogue Provider, hunted to an available skilled agent and displayed in the Agents WebAgent. All text dialogue interactions (messages, replies and attachments) between 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). 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. and the Agent are stored in the Dialogue Manager SQL Database. All Call Details records (for reporting traffic metrics) are stored in the SQL CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. Database
View 2: Inbound text message from a customer through Vonage displayed to an Agent in WebAgent.
View 1 shows an text messagew sent to the message relay service Vonage, picked up by the Vonage Dialogue Provider, hunted to an available skilled agent and displayed in the Agents WebAgent. All text dialogue interactions (messages, replies and attachments) between the UCC and the Agent are stored in the Dialogue Manager SQL Database. All Call Details records (for reporting traffic metrics) are stored in the SQL CDR Database.
