Dialogue Studio FAQ
This article provides answers to common questions regarding Dialogue Studio.
Support
Q: I have a connection set up from my Dialogue Studio to an external platform for which the originating IP address needs to be allowed. Where can I find the Dialogue Studio IP address to use?
A: Depending on the region where your 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. service is hosted and hence where your Dialogue Studio is hosted a public IP address should be allowed access to your external platform (For example Azure SQL, or SharePoint, or JS, java, etc.).
Note
Please contact your AnywhereNow contact (Professional Service Engineer during project delivery or through an AnywhereNow Support ticket for an operational platform), or your technical delivery Partner contact, which exact IP address should be configured.
Q: Error is showing: "Multiple connections and this is not the active connection. All actions and events will be ignored."
A: When there are multiple Dialogue Studio instances connected to the same UCC, only the instance with the highest priority will be able to control sessions via trigger nodes (such as the "Incoming conversation"). For instances with lower priority, the trigger nodes will not fire. In the case multiple Dialogue Studio instances have the same Priority you will get the "Multiple connections and this is not the active connection. All actions and events will be ignored." error.
Q: I invited a / transferred to a colleague, but the transcript only shows one agent. Why?
A: Today, the plugin API and Dialogue Studio transcribe only the first agent in the session. If additional participants join—whether by invite or during a blind or consult transfer—their speech won’t appear in the transcript.
Exception: This limitation does not apply to a Skill Transfer. After a Skill Transfer, transcription works as expected for the receiving agent.
Q: Error is showing: "Can't format data for ...."
A: Check the input for the node that returns the error. Make sure there is a session object in the message when using the AnywhereNow Dialogue Studio components. When you want to know the input you can connect a debug node to the output of the node in front and log the full message by changing it's configuration.
Q: The transcriptor node give the error "GeneralApiException: Cannot create transcriptor session"
A: The can mean the transcriptor is not yet configured, see: How to configure UCC speech to text transcription