Configure CC Settings nodes

CC Settings nodes let you use 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. cache information directly in Dialogue Studio, without retrieving it through SharePoint.

Prerequisites

• Administrator access to the UCC Config SharePoint site.
• Dialogue Studio deployed.

Add Dialogue Studio to the Lists plugin

1. Go to your UCC Config site in SharePoint.

2. Open Plugin Settings.

3. Edit the ListsEndpoint setting under the ListsPlugin scope.

4. Enter the Dialogue Studio URL followed by /api/v1/settings.
   You can find the Dialogue Studio URL in OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments..

Repeat these steps for each UCC that you want to use with the CC Settings nodes.

Add CC Settings Ingest to Dialogue Studio

1. Go to the Dialogue Studio instance that you configured in the previous step.

2. Drag the CC Settings Ingest node into a flow, and then click Deploy.

   This deploys an endpoint that listens for the UCC cache sent by the Lists plugin. All received information is stored in the Global Context under cc-settings:{ucc-name}.

Use CC Settings data

You can retrieve the UCC cache in two ways.

Option 1: CC Settings Reader

1. Drag the CC Settings Reader node into your flow.

2. Enter the UCC name, either as a fixed string or by using msg.name.

3. Select a collection, either from the dropdown list or by using msg.collectionName.

4. The selected collection is returned in msg.payload.

Option 2: Function node

1. Drag a Function node into your flow.

2. Use the following function:

   Copy

   function

   const name = 'ucc-'; // Enter the UCC name
                           const collectionName = 'Agents'; // Replace with the collection name you want to retrieve
   
                           msg.payload = global.get(`cc-settings:${name}`).config[collectionName];
   
                       return msg;

3. The selected collection is returned in msg.payload.