Installation of Attendant Console for Dialogue Cloud
The Attendant Console for Dialogue Cloud needs to be correctly configured before first use.
The prerequisites for using the Attendant Console for Dialogue Cloud summarized are:
Prerequisites
Licensing prerequisites
- A valid Attendant Console for Dialogue Cloud license for each operator.
- A valid Dialogue Cloud Neo subscription with a configured and operational 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..
Contact your AnywhereNow representative to confirm the required entitlements for your subscription.
Configuration prerequisites
- Confirm your license or request a trial, see: Obtaining a (trial) license (below).
- A configured and operational Dialogue Cloud environment, including the WebAgent.
- App Permissions for the AnywhereNow Attendant Console for Dialogue Cloud application to access the customer tenant's Microsoft resources.
Detailed instructions for performing these steps are found below.
Detailed instructions
Obtaining a (trial) license
If you do not already have a license for Attendant Console for Dialogue Cloud, you can request a trial license for one or more persons by contacting AnywhereNow or the Partner assisting you with your deployment.
Once a valid license has been obtained for one or more users they can access the Attendant Console on URL:
If the following screen appears (after signing in), you either do not yet have a valid license, or there is a registration/administration issue.
If your license is valid, the Attendant Console for Dialogue Cloud will open (see below).
Confirming Your Dialogue Cloud (including Web Agent) is Operational
Because the Attendant Console for Dialogue Cloud shares its configuration with the Web Agent, a functioning WebAgent is required. If you have a functioning WebAgent, the Attendant Console for Dialogue Cloud should also work for the same user.
Azure Communication Services (ACS) Service Principal Requirement (temporary)
Note
This prerequisite is temporary and will be removed once the product team updates the ACDC consent flow.
During the admin consent process for Attendant Console for Dialogue Cloud (ACDC), the application requests a shared permission set that includes Azure Communication Services (ACS). Although ACDC does not use ACS, Azure AD still attempts to provision the ACS service principal:
AppId: 1fd5118e-2576-4263-8130-9503064c837a
If this service principal is not present in your tenant, the consent process fails before the consent screen is displayed and results in the following error:
AADSTS650052: The app is trying to access Azure Communication Services but your tenant lacks a service principal
This prevents completion of the ACDC admin consent step.
Why This Is Required
- ACDC currently shares its permission A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. with other AnywhereNow Attendant Console Apps.
- This bundle includes ACS-related permissions.
- Azure AD must create the ACS service principal before rendering the consent UI.
- If the service principal does not exist, the consent flow terminates with
invalid_clientredirects. - This is a known product limitation, not a customer configuration issue.
Workaround (Required to Continue Setup)
To proceed with ACDC initial setup, an Azure administrator must manually create the ACS service principal. This action:
- does not deploy ACS resources
- does not require an active Azure subscription
- does not introduce costs
- only registers the ACS identity needed for the consent flow
Steps (PowerShell 7)
Connect-MgGraph -Scopes "Application.ReadWrite.All", "Directory.ReadWrite.All" New-MgServicePrincipal -AppId "1fd5118e-2576-4263-8130-9503064c837a"
Optional Verification
Get-MgServicePrincipal -Filter "AppId eq '1fd5118e-2576-4263-8130-9503064c837a'"
After the service principal has been created:
- Re-run the ACDC admin consent URL
- The consent screen should appear normally
- Continue with the standard ACDC setup steps
Notes
- The elevated permissions in
Connect-MgGraphare required to allow creation of service principals. - This is a temporary workaround until ACS is removed from the ACDC default permission scope.
- Documentation and product updates are planned to eliminate this prerequisite in the future.
Obtaining Consent for the Attendant Console for Dialogue Cloud Application
If the AnywhereNowAttendant Console for Dialogue Cloud application does not have sufficient rights to access the customer tenant, a Microsoft notification will be displayed.
To request approval to use this application, enter a justification and click on Request approval. An email will then be sent to the customer’s Microsoft administrator who will grant the required permissions..
Administrators of the Microsoft tenant who do have sufficient permissions will have the option to consent on behalf of the organization:
Consent can also be granted pre-emptively by sharing this URL with a Formerly known as Azure Active Directory (or Azure AD, or AAD) administrator:
https://login.microsoftonline.com/common/adminconsent?client_id=b49e1919-ca4f-4a60-bae4-24bb7b231f97
The administrator will see a screen like this and can consent for the organization:
Opening the Attendant Console for Dialogue Cloud
Once all prerequisites have been fulfilled, you will be able to use the Attendant Console for Dialogue Cloud.
To run it, using a standard web browser, navigate to:
A standard Microsoft sign in screen will appear. Sign in using the same Microsoft credentials used for the WebAgent. The Attendant platform will -on the fly- create a customer tenant and user profile during the first login.
After a successful login, you should see the Attendant Console for Dialogue Cloud main screen:
Basic Initial Configuration of Attendant Console for Dialogue Cloud
To begin using Attendant Console for Dialogue Cloud, you will need to configure which UCC you want your queues and outbound calls to use.
To configure queues
- Click on the user name at the top-right of the Attendant Console window
- From the drop-down menu, select Preferences.
- Within the Preferences window, select the Queues tab.
- Make your selection in the Joined Queues and Monitored Queues sections and click Close. In a Joined queue, an operator/agent is part of the call distribution, whereas in a Monitored queue call information is displayed and allows for a call to be manually picked up.
- On the Queues tab, you can select queues (UCCs) to monitor:
To configure conversations
- Click on the user name at the top-right of the Attendant Console window
- From the drop-down menu, select Preferences.
- Within the Preferences window, select the Conversation tab.
- In the Calling Identity section, select the desired UCC/Caller ID for outbound calls [This will require you to have the DCIskill for the UCC] and click on Close.
Additional Configuration
You may want to specify and configure certain other settings such as Mail Servers, Mail Templates, User Access, etc. Please refer to Configuring Administrator Portal Settings in Attendant Console for Dialogue Cloud.