Dialogue Cloud

On Premises

Install Custom Sessions plugin

Note

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

Warning

Please note that the Custom Session plugin has been replaced by the API plugin and EventForwarder plugin since bundle DC2023.04. To remove any unused settings, please refer to Uninstall Custom Sessions plugin for instructions.

Configure UCC Settings

Note

The settings need to be configured for each 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. using the Custom Sessions Plugin.

PluginSettings list

  1. Open the UCC Config page on SharePoint
  2. Open the PluginSettings list
  3. Add the following settings:
Setting Value Scope
Enabled TRUE CustomSessionPlugin
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 CustomSessionPlugin

Note

FQDN = Can be internal facing address (WebAgent Service to UCC Service);

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.