Dialogue Cloud

On Premises

Installing Event Forwarder 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

ForwardUri

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]

For the WebAgent:

You need to use [WebAgentService Uri]/api/v1/EventsHook

Warning

It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

For example:  https://customer.anywhere365.cloud/webagentservice/api/v1/EventsHook

For the Dialogue Manager (for WebChat or Email for example):

You need to use [Dialogue Manager Uri]/api/v1/EventsHook

Warning

It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

For example:  https://customer.anywhere365.cloud/dialoguemanager/api/v1/EventsHook

EventForwarderPlugin

Uri

http://fqdn:port

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.

EventForwarderPlugin

Additional Plugin Settings

Setting Value Scope
SubscribeToAllTopics

True/False

 EventForwarderPlugin
Topic

You can only subscribe as:

Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Agents/#

 EventForwarderPlugin

Additional Information

The Plugin allows multiple values for "ForwardUri", separated by an [enter].

Duplicates are filtered. So if you configure the same URI multiple times, you will still only receive one POST Event

Events are broadcasted on service level.

Configuring a single UCC is enough to receive all the events across all the UCCs in a service.

If you want to filter per UCC you have to do this on the REST Endpoint.

Currently the Plugin does not do any retries or buffering. So if your endpoint is temporarily offline all events are lost.