Dialogue Cloud

On Premises

Install API plugin

Note

Please note that this plugin can only be utilized for AnywhereNow related products.

Configure UCC Settings

Validate Plugin Settings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through Partner Portal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open 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. Config page on SharePoint
  2. Open the Plugin Settings list
  3. Validate the following settings:
Setting Value Scope
Enabled TRUE ApiPlugin
Uri http://fqdn FDQN 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]:port ApiPlugin

Note

FQDN = Can be internal facing address (Dialogue Manager to UCC)

Port = Can be any free port.

Warning

The first UCC to start sets the port number. All subsequent UCCs in the same service must use this port.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.