Dialogue Cloud

On Premises

Voicemails

Note

A Corporate license or higher is required.

Purpose

A voice mail is a recorded message of a Call who has selected the voice mail option in the IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent..

Explanation per field

Voice Mails will be stored on SharePoint automatically together with some meta data:

Item Description
Type

This is the file type.
Name

This is the Call id (GUID GUID stands for Globally Unique Identifier (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else.), created by AnywhereNow.

Modified

This is the date the recording is added.
Modified By

This is the account that adds the recording.

Caller

Uri of the contact who left the Voicemail.

Notifications

By default the voicemails are stored in SharePoint. It is possible to set an alert on this list, for example when a new voicemail is saved. For this you need to configure SMTP for SharePoint. When this is done, you can select Alert Me in the Item Tab.

Recording Locations

Voicemail On-premises

By default 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. will store the voicemail on the same SharePoint site as the configuration.

For this the following settings must be set:

Item Description
CopyVoicemailToSharePoint

True
CopyVoicemailToSharePointIsOnpremises

True

Voicemail Online AAD

Alternative recordings can be saved to SharePoint Online with AAD. For this you need the Azure Client ID and Tenant ID.

For this the following settings must be set:

Item Description
CopyVoicemailToSharePoint

True
CopyVoicemailToSharePointIsOnpremises

False
CopyVoicemailToSharePointOnlineUri

URL op document library on SharePoint Online
CopyVoicemailToSharePointOnlineAAD

True
CopyVoicemailToSharePointOnlineAADClientId

Azure Client ID, see below.
CopyVoicemailToSharePointOnlineAADTenantId

Azure Tenant ID, see below.

  1. Sign into the Azure Portal

  2. Go to the Active Directory Tab,

  3. Go to App-Registration and click Add

  4. Give it a name like NAME_TEST

  5. Choose for Application type “NATIVE” and press the arrow key on the bottom right.

  6. Fill in a redirect URI http://redirecturi.. and click create.

  7. Go to the new application NAME_TEST and click Settings

  8. Click Required permissions

  9. Click Add

  10. Click Select an API

  11. Choose “Office 365 SharePoint Online” and click select

  12. Under "Delegated Permissions" check the boxes in front of

    1. Read and write items and lists in all site collections

    2. Read and write items in all site collections

    3. Read items in all site collection

  13. Press the Done- button at the bottom

  14. Copy the Application ID and fill it in for the UCC setting
    “CopyVoicemailToSharePointOnlineAADClientId“

  1. Navigate to https://login.windows.net/TENANT_NAME.onmicrosoft.com/.well-known/openid-configuration

  2. Tenant ID can be found in authorization_endpoint":"https://login.windows.net/[TENANT ID]/oauth2/authorize

SharePoint Online ADFS

Alternative recordings can be saved to SharePoint Online with ADFS.

For this the following settings must be set:

Item Description
CopyVoicemailToSharePoint

True
CopyVoicemailToSharePointIsOnpremises

False
CopyVoicemailToSharePointOnlineUri

URL op document library on SharePoint Online
CopyVoicemailToSharePointOnlineADFS

True

Install Direction

Alternative recordings can be saved locally in the install directory

Item Description
CopyVoicemailToSharePoint

False