Dialogue Cloud

On Premises

Processing Emails with EDP (Email Dialogue Provider)

Introduction

These views shows the connections, steps and authentication paths taken when connecting to an e-mail box and displaying the e-mail 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 e-mail from a customer displayed to an Agent in WebAgent.

View 1 shows an e-mails sent to a centralized Exchange mailbox, picked up by the E-mail 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

  1. This scenario assumes established connections from SharePoint to Core, Core to all internal plugins and services, an Agent signed-in on Teams to present a presence state and signed in to WebAgent, and an exchange mailbox setup for an Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) "Graph" application (i.e. a started and configured UCC for EDP, and a logged in and available Agent).

  2. Customer sends an email to a mailbox address in the customer's exchange tenant.

  3. Email Dialogue Provider (EDP) reads the mailbox via Microsoft 365 Graph for incoming messages.

  4. EDP writes the email to the Dialogue Manager (DM AnywhereNow Dialogue Manager (DM) is the internal service which processes text based messages from various Dialogue Providers to and from WebAgent. It is a transactional database used to swiftly process messages rather than generate reports used by analytical databases.) database.

  5. Dialogue Manager service reads the new email from the Dialogue Manager database.

  6. Dialogue Manager service alerts the AnywhereNow Core (via the API plugin) of the (new) message status.

  7. AnywhereNow Core verifies and prepares connectivity with the SQL database for storage of current message's CDR record.

  8. Based on email attributes and other plugin flow settings programmed, AnywhereNow Core targets an available Agent based on Skill rules and Teams Presence.

  9. Realtime Presence is requested for targeted agent(s) via a Trusted App, Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD) and Microsoft Graph

  10. Microsoft Graph in turn gets Presence updated in Realtime from Microsoft Teams. Collected Teams Presence status is sent back through previous steps to AnywhereNow Core.

  11. For the available targeted Agent, AnywhereNow Core will instruct the WebAgent Service (WAS) to hunt the agent for this new or updated message.

  12. WebAgent Service (WAS) will alert the Agent's WebAgent to accept and consequently display the new or updated message inside the Agent's browser. If Agent rejects, the next available agent will be hunted). Once Agent accepts the message the accepted status and consequent replies over and forth with customer are sent over all previous steps back via AnywhereNow Core to the Dialogue Manager database.

  13. During the open dialogue with customer, the Universal Timeline Service will collect all previous contact moments by searching the SQL CDR database for the customer's email address. The retrieved records will be sent via the WebAgentService to the WebAgent.

  14. (Optionally) if Call Classifications are configured (a pre-configurable list of tags), the Agent can send a Call Classification tag back to the CDR database to append to the CDR. This is possible until the message has been marked as Handled by the Agent.