Dialogue Studio - Dialogue Cloud Core Nodes

Dialogue Studio provides a tool for designing and programming flows. This guide focuses primarily on the Dialogue Cloud Core nodes.

The connection, listener, and generic Event Bus guidance on this page describes Core nodes using the HTTP/SignalR plugin path. For nodes using another transport, use the connection details provisioned for that path.

Dialogue Cloud Trigger Nodes

How and when the Dialogue Cloud nodes will trigger your flow.

Icon Description

Incoming call

The Incoming call node triggers when an audio call enters the . Output will contain information about an incoming call for the selected . Only used for audio session, for text see Incoming message

Important

For normal incoming audio calls, UCC opening hours, holidays, and overflow are checked before Dialogue Studio. When these checks select closed-state or overflow handling, the Incoming Call node does not run. With Connect, eligible Always open endpoints or configured outside-hours routing can allow exceptions to closed-hours handling. With Unify, Always open does not bypass the opening-hours check. See Business Hours for the connect-model differences and remaining checks.

Configuration

SharePoint IVR applicability

SharePoint IVR and reuse of its questions apply to Dialogue Cloud Neo (Connect). Reuse an IVR question only within the same UCC.

SharePoint IVR and the IVR Question option in Action, Incoming Call, and IVR Menu nodes are not available for Dialogue Cloud Neo (Unify) in the documented DC2025.02a scope. They are marked as planned in Dialogue Cloud Neo (Unify) Feature Availability.

This restriction does not apply to native Dialogue Studio prompts and keypad menus. Available editor actions depend on the installed version.

  • Server (any-red-config) - Configuration for UCC connection.
  • Filter (string) - Only selected conversation type will be passed on, select 'All' to pass on all conversations.

Output Object

  • session.id (string) : Identifier to recognize session.

  • session.sipUri (string) : Sipuri that the customer uses to call the UCC.

  • session.type (string) : Type of session, will be 'audiovideo'.

  • actions (object) : Object containing functions that will be used by other AnywhereNow nodes. No need to use these.

  • originalRecipientUri (string) : The URI that was originally called. This is especially useful for inbound intercepted calls that are diverted to a UCC Call, to determine the skill based on the Agent Uri that was originally called.

    Introduced in DC2023.02

  • initialSessionId (string) : The correlation id of the initial UCC Call. It will be identical to session.Id for the first UCC Call, but will be different as soon as the call is transferred or forwarded from one UCC to another. Regardless of the number of transfers/forwards, the initialSessionId will remain the same.

    Introduced in DC2023.02

Details

The output can be used as a trigger to ask a question and wait for a response. Also it is possible to just say ac announcement to the caller before the call is queued. Lot's of possibilities here.

Ideas of scenarios after these events:

  • Check database if user has priority and queue it.
  • Queue depending on country call is coming from.
  • Ask user to chose a option (IVR) and queue him depending on answer.
  • Check time and disconnect or queue the user depending on opening hours.

Waiting Queue

The Waiting Queue node triggers when an incoming audio call enters the waiting queue. Only audio sessions are supported.

Configuration

  • Server (any-red-config) - Configuration for UCC connection.
  • Filter (string) - Only selected conversation type will be passed on.

Output Object – Customer Session (top)

  • session.id (string) - Identifier to recognize session.
  • session.sipUri (string) - Sipuri that the customer used to call the UCC.
  • session.type (string) - Type of session, will be 'audiovideo'.
  • session.state (object) - Object containing name and cancellation ID for current state.
  • endpoint (object) - (optional) Object containing information about the endpoint where the call entered the UCC.

Output Object – Position Change (bottom)

  • session.id (string) - Identifier to recognize session.
  • queue.real (number) - Current position in the queue for session.
  • queue.best (number) - Best position in the queue for session till now.
  • queue.previousReal (number) - Previous value for real position, -1 when there is no previous real entry.
  • queue.previousBest (number) - Previous value for best position, -1 when there is no previous best entry.

Details

The output can be used as a trigger to play Queue Position messages, informational messages, or waiting music to the Caller. It is also possible to let the Caller leave a call back request, transition the call to another queue, or execute any other action part of the “Action” node to offer the Caller an escape when it is waiting in the Queue longer than expected.

The sample that is included in Dialogue Studio will give you a head-start to build your own Queue strategy.

InDialogue

The InDialogue started (InDailogue) node triggers when a caller is connected with an agent. This scenario is specific for default one-on-one conversations. Each output contains information about the session for a participant. Only used for audio session, this feature is not available for text.

Configuration

  • Server (any-red-config) - Configuration for UCC connection.
  • Filter (string) - Only selected conversation type will be passed on, select 'All' to pass on all conversations.

Output - Customer

  • payload (object) - Output with information about the customer

Output - Agent

  • payload (object) - Output with information about the agent

Outputs (Object)

  • session.id (string) - Identifier to recognize session.
  • session.sipUri (string) - Sipuri that the customer uses to call the ucc.
  • session.type (string) - Type of session, will be 'audiovideo''.

Details

The InDialogue phase will contain at least two participants, the agent and the customer who is calling. For now we support a one-on-one conversation, if more participants are added we don't know what happens.

Both the outputs will contain the object as described in the paragraph 'Output Objects'.

Depending on the output you use you can whisper to the agent or even to the customer. It is also possible to initiate other actions, for example you can start and stop a transcoder when you press a key in the numpad. Many more scenarios can be imagined and created for this phase.

PostDialogue

The PostDialogue node triggers when a session reaches the post dialogue phase. This means a caller or agent disconnects the call. The other participant will trigger the output from this node, containing information about the session for the remaining participant. Only used for audio session, this feature is not available for text.

Note

To end this phase use the No Action node. No other node is allowed and if it is not triggered the call is not ended or going to the quality monitor.

Configuration

  • Server (any-red-config) - Configuration for UCC connection.
  • Filter (string) - Only selected conversation type will be passed on, select 'All' to pass on all conversations.

Output - Customer

  • payload (object) - Output with information about the customer

Output - Agent

  • payload (object) - Output with information about the agent

Outputs (Object)

  • session.id (string) - Identifier to recognize session.
  • session.sipUri (string) - Sipuri that the customer uses to call the ucc.
  • session.type (string) - Type of session, will be 'audiovideo'.

Details

The PostDialogue phase will normally contain only one participant, the customer or the agent, this depends on who disconnected the call.

One of the outputs will be passed and both will contain the object as described in the paragraph 'Output Objects'.

Depending on the output you use you can whisper to the agent or the customer. It is also possible to initiate other actions, for example you can ask confirmation for another action in an external system (DTMF).

QM Question

The Quality Monitor Question (QM Question) node triggers after the dialogue phase ends. It will trigger for each QM Question with the Plugin Name NodeRedPlugin that is configured in the UCC.

Configuration

Outputs Object

  • session.id (string) - Identifier to recognize session.
  • payload.questionId (int) - Quality monitor question id that is configured in the UCC.
  • payload.welcomeText (string) - Welcome text that is configured in the UCC.
  • payload.goodbyeText (string) - Goodbye text that is configured in the UCC.
  • payload.valueStartRange (int) - Start of valid answer range.
  • payload.valueEndRange (int) - End of valid answer range.

Details

When Dialogue Studio is configured to handle one or more Quality Monitor Questions, the Quality Monitor Question (QM Question) node will be triggered as soon as the dialogue between the Customer and the Agent is disconnected by the Agent. The first trigger provided by the QM Question node is for the Quality Monitor Question with the lowest order. As soon as this QM Question is answered by populating the provided feedback into the QM Answered node (or the Quality Monitor times out; configured in setting: QualityMonitorNoChoiceTimeOut), the QM Question node will be triggered for the subsequent QM Question with the next lowest order, until all QM Questions are either answered or timed out. The answers provided to the QM Answer node, will be made available in the reports.

Information about configuring the Quality Monitoring

Event Bus

The Event Bus node triggers when it receives a generic event from the Core service event bus. It does not depend on an active call session. Use Filter to pass only the selected event types to the next node.

Event Bus scope

For Core nodes using the HTTP/SignalR plugin connection, the UCC name in Server scopes normal callflow events and actions, but not generic Event Bus events. The bus can include events from other UCCs on the underlying Core service, not only UCCs connected to this Dialogue Studio instance. A dedicated plugin port does not provide per-UCC isolation for generic events.

The Event Bus Filter selects event types, not UCCs. Before acting on an event, filter events using the relevant UCC metadata when it is available. Event metadata varies by event type; do not assume every event contains the same UCC field or structure.

Configuration

  • Server (any-red-config) - Configuration for UCC connection.
  • Filter (string) - Only selected events of the selected types will be passed. Use comma's to separate the event names.

Output (Object)

values contained in the payload

  • EventType ( string) - Name of the event.
  • Event (object) - Object with data that can be used to handle the event.

AnywhereNow Action Nodes

Icon

Description

Say

The Say node sends an audio or text-message to a caller or agent. depending on the session type. Only used for audio session, for text see Say

Details

This node will try to make the UCC send a message to the session that it passed through the input. Depending of the type the conversation is the message will be spoken.

It's possible to use values from the input in the text that is send to the user. Select the type msg. and fill in the path to the wanted value. Other sources of Dialogue Studio are also available and you can combine values with JSONata.

The output is triggered when speaking the message is fully completed and it contains the input.

For audio sessions say method is available. You can select Default for the voice selection based on the UCC language configured. If you want to specify the culture and gender used, use the Voice option and configure one. Please keep in mind that the available voices depend on the configured voice plugin in the UCC settings. For advanced users SSML is also available, in this case the Message payload will be interpreted as SSML. Also keep in mind that the SSML that can be used might differ somewhat per speech to text engine that is configured in the UCC settings.

If an error message contains the sentence 'Can't format data ...', please check if the input contains the AnywhereNow session and actions.

Configuration

  • Message - The message you want to perform say with.
  • Method:
    • Default - Use default voice, configured by the UCC.
    • Custom Voice - Configure a custom voice.
    • SSML - Use SSML for more advanced options.

Play

The play node plays a configured audio file to the caller or agent. The audio file can be referenced by a web URL or selected from the audio files uploaded to the configured SharePoint.

Details

This node will try to make the UCC play an audio file to the session that it is put in. Play can only be called on a session using audio.

The output is triggered when playback is fully completed and it contains the input.

Configuration

  • Audio file - The audio file that will be played. Use the source selector next to the field to choose where the file is loaded from:
    • URL - Provide the web URL of the audio file.
    • SharePoint - Provide the name of the audio file. The UCC will look up the file in the Audio Files list of the configured SharePoint, matching the value against the title column.

Output (Object)

  • payload (object) - Will return if the Play action was successful.

Ask and wait for input

The Ask-and-Wait node asks a question to the caller and waits for an answer. The question can be presented either by speaking a text message (Say) or by playing an audio file (Play). The audio file can be referenced by a web URL or selected from the audio files uploaded to the configured SharePoint. Depending on the configuration answers can be given by speech or by using a keypad on a phone. Only audio sessions are supported by this node.

A variety of input answer can be:

  • Specific tone
  • Specific amount of tones
  • Speech recognized phrases / words

By making a selection where to 'wait for' the other options in the Configuration will change accordingly.

Configuration

  • Method - Selects how the question is presented to the caller:
    • Say - Type a message that will be spoken by the UCC (or use SSML). The Say options below apply.
    • Play - Play an audio file. The Play options below apply.

Say options

  • Text - Message that is spoken to the caller.
  • Speech:
    • Default - Use default voice, configured by the UCC.
    • Custom Voice - Configure a custom voice.
    • SSML - Use SSML for more advanced options.
  • Voice - Only for Custom Voice Select a configuration for a custom voice.
  • Play once (boolean) - Will play the message only once and will keep listening for input till it's canceled. Repeat every will not be available.
  • Repeat every (integer) - Message to user defined in say will be repeated after this amount of seconds.

Play options

  • Audio file - The audio file that will be played. Use the source selector next to the field to choose where the file is loaded from:
    • URL - Provide the web URL of the audio file.
    • SharePoint - Provide the name of the audio file. The UCC will look up the file in the Audio Files list of the configured SharePoint, matching the value against the title column.

Input options

  • Wait for (Option) - The node will wait for a specific tone, a specific amount of tones or a Speech recognized phrase
  • No. of tones (integer) - Only for Specific amount of tones Will wait till this amount of tones are received by caller
  • Tone (string) -Only for Specific tone Will wait till this tone is send by user. (Eg. #)
  • Phases (string) - Only for Speech recognized Comma separated list of possible phases where the node will wait for. (Eg. yes,no,mabye)
  • Culture (string) - Only for Speech recognized Culture the node will expect the answer to be in. (Eg. en-US)
  • Timeout (integer) - Amount of seconds the node will wait. When no answer is recognized, the second output will be triggered.

Input (Object)

No specific input is needed, only the actions created by the AnywhereNow api event nodes should be present.

  • actions (object) - Object containing actions that can be executed on api by AnywhereNow nodes.

Output (Object)

Result output
  • payload (object) - See details for output depending on 'Wait For' property configured.
Timeout
  • payload (string) - input will be passed to try again or continue.

Details

Depending on the input of the caller to wait for, different outputs with the answer are generated.

When a valid answer is presented the first output will be triggered. In case the 'Wait for' option is set to a specific amount of tones, the msg.payload.dtmf of the first output will be filled with the answer of the caller. If using the option specific tone the same field will be used, it will contain more characters and the selected tone will also be in it. With the option Speech recognized the output field will be different, When a phrase in the phrases field is recognized, the first output will contain msg.payload.speechDetected wich contains the answer.

If the timeout configured in this node is reached it will return the second output. It is possible to follow another tree or just try again after a message or delay.

If an error message contains the sentence 'Can't format data ...', please check if the input contains the AnywhereNow session actions.

DTMF

The Dtmf node listens to input provided by the participants in an audio session. The input is retrieved from Dtmf-tones produced by pressing the keypad on a phone.

Configuration

  • Wait for (Option) - The node will wait for a specific tone or a specific amount of tones.
  • No. of tones (integer) - Only for Specific amount of tones Will wait till this amount of tones are received by caller
  • Tone (string) - Only for Specific tone Will wait till this tone is send by user. (Eg. #)

Input (Object)

No specific input is needed, only the actions created by the AnywhereNow api event nodes should be present.

  • actions (object) - Object containing actions that can be executed on api by AnywhereNow nodes.

Details

This node will listen to dtmf actions and wait for the configured action before handing a result over. When finished the result will be available in the payload.dtmf property. Dtmf can only be used on a session using audio.

If an error message contains the sentence 'Can't format data ...', please check if the input contains the AnywhereNow session actions.

Wait for chat message

This node is only used for on-premises users in conjunction with Skype for Business chat. For information on chat nodes related to WebAgent and Dialogue Manager, please refer to Dialogue Manager Nodes for Dialogue Studio .

Translate

The Translate node translates text from one language into another. It is possible to translate input, a string and other sources.

Details

This node uses the configured text translator service in the UCC. It will translate the text provided that is configured. Please refer to Configure UCC translation. It is required to provide a source language and a target language in the BCP47 format.

Input

The default setting of this node is to translate the payload. You need to change this when this isn't the correct value.

Output

When a translation result is received from the UCC, it will be outputted in the following format:

JSON
{
"original_text": "Hello",
"translated_text": "Hallo",
"source_language": "en",
"target_language": "nl"
}

Troubleshooting

When you have troubles with the translator component, check if the following conditions are met:

  • Translator component configured in SharePoint PluginSettings list.
  • The configured translator service supports both the source and target language.
  • The message meets translator service requirements (some require minimum 3 characters).
  • No errors regarding translations visible in the UCC log.

If an error message contains the sentence 'Can't format data ...', please check if the input contains the AnywhereNow session actions.

Transcriptor

The transcriptor node sends all spoken words of a participant in a conversation to a service which will return a transcripted version of the spoken text. The transcriptor needs to be started for every phase again if you want it.

Important

Transcriptor plugin needs to be installed and configured for the UCC in order to get this working, see: How to configure UCC speech to text transcription

Configuration

  • Start (boolean) - If selected transcoder will be started else it will be stopped.

  • Culture (string) - Language the customer is talking in.

  • AI model (string) - Optional AI model used by the specific engine implementation. Sometimes, specific AI models are more suitable for certain transcription use-cases. For example, if the quality is known to be lower, it is better to use a model more specialized in phone calls in case it exists. If no value is provided, the default one is going to be set. See: Google Transcription Model (optional)

    Introduced in DC2023.03

  • Phrase list (string) - Optional phrase list set to provide commonly used phrases or single-words to give priority during transcription. If no value is provided, the default one is going to be set. See: Google Phrase List - Model Adaptation

    Introduced in DC2023.03

Output - Result

  • payload (object) - contains input and is send when successfully started or stopped.

Output - transcription

  • payload.Transcriptor (object) - Contains the result of the transcription. Transcript is the string that is returned.

Details

The transcriptor node will start or stop the transcoder depending on the settings.

It is also possible to override the start setting by giving a boolean true as payload.start or payload.stop. This allows you to toggle the transcriptor depending on actions occurring in the conversation or in other Dialogue Studio components.

When the transcriptor is started it will output many objects that are returned by the transcriptor configured in the AnywhereNow UCC in it's second output. By selecting the setting 'Only send final', only transcriptions where the result is as completed as possible is send. If not selected, all translation steps will be returned, which are a lot of events.

Also the culture can be overwritten if you use payload.culture and give a string representing the culture.

If an error message contains the sentence 'Can't format data ...', please check if the input contains the AnywhereNow session actions.

Dialogflow

The Dialogflow node will setup a connection to Google Dialogflow and pass the payload. The result from Dialogflow will be returned.

This node can be used to do actions on the Google Dialogflow platform. The payload will be send to dialogflow and the output will contain the result that is returned. Check the result using a debug node to find the information you need.

Details

Configure a Google Dialogflow agent to get started. Next change the identifier if needed. The default value should work for session in AnywhereNow. Finally select the language that is used.

Manipulate the input so it is passed as text in the payload. Google will use it's magic like configured in the agent and the result will be returned. Use the same identifier to continue the conversation with a new intent in the same agent.

More information about Google Dialogflow can be found in the Dialogflow docs.

Copilot Studio node icon

Copilot Studio

Introduced in DC2025.01

The Copilot Studio node hands off a customer message to a Microsoft Copilot Studio agent and returns the agent’s reply in text sessions. Use it to embed AI‑guided answers and flows directly in the conversation.

Note

Channel availability: Text only. This node is not available for audio/voice sessions.

Configuration

  • Culture (string) — ISO language‑culture code, for example en‑US. Overrides the customer’s default language.
  • Skill (string) — Skill used if the node escalates the conversation.
  • Copilot (string) — Reference to a saved Configure Copilot Studio node

Outputs

  • Result — msg.payload contains the agent’s response.
  • Escalation — msg.payload contains the response plus skill for the downstream Enqueue node.

Runtime overrides

Add payload.culture or payload.skill before the node executes to override the configured values.

Set Priority node icon

Set Priority

The Set Priority node changes the priority of an incoming call using a value from 0 to 3.

Details

This node sets the priority of the current dialogue, assigning a level from 0 (lowest) to 3 (highest). The default priority for dialogues is 1. The routing engine uses this setting for Unify sessions only.

The node is supported in the Incoming call and Waiting Queue phases.

Configuration

  • Priority (dropdown) - Select the priority level for the current dialogue: 0 - Low, 1 - Normal, 2 - Priority, or 3 - Emergency.

Output

  • msg (object) - The input message is forwarded unchanged.

Create chat

This node is only used for on-premises users in conjunction with Skype for Business chat. For information on chat nodes related to WebAgent and Dialogue Manager, please refer to Dialogue Manager Nodes for Dialogue Studio .

AnywhereNow Routing Nodes

Routing nodes inspect the current session context and direct the flow to different outputs based on configured conditions.

Icon Description

Business Hours

The Business Hours node routes messages based on time-of-day and day-of-week schedules. Each configured rule produces a separate output port. An optional Otherwise rule acts as a catch-all fallback for when no schedule rule matches.

UCC opening hours and flow routing

The Business Hours and Holidays nodes evaluate messages within a Dialogue Studio flow. They do not replace or disable the UCC's Business Hours or Holidays configured in SharePoint.

For normal incoming voice calls, the UCC checks its opening state before starting the flow. When the UCC is closed, the call follows UCC closed-state handling instead of reaching the flow. An in-flow node cannot override this check.

Connect: A side-entry endpoint with Always open enabled can bypass UCC Business Hours and Holidays for incoming voice calls. This endpoint setting does not override TemporarilyClosed or overflow checks. Other routing and flow-entry conditions still apply. Configured outside-hours routing can provide separate exceptions.

Unify: The endpoint's Always open setting does not bypass the UCC opening-hours check for incoming voice calls. If the UCC is closed, it plays the configured closed message and ends the call before starting Dialogue Studio. Do not rely on this setting to send calls into the flow outside UCC opening hours.

Configuration

  • Timezone (string) – Timezone used when evaluating rules. Defaults to UTC when left empty. Supports autocomplete.
  • Time (input) – Reference time for rule evaluation. Defaults to the message timestamp. Can be overridden with a message property or flow/global context value.
  • Business Hours – List of rules. Each Schedule rule selects one or more days of the week plus a start and end time. An Otherwise rule (maximum one) matches when no schedule rule fires.
  • Stop on first match (boolean) – When enabled, only the first matching rule produces output. When disabled, the message is sent to every matching output.

Details

Rules are evaluated from top to bottom. Each Schedule rule must have at least one day selected and the end time must be strictly after the start time. Overnight time spans (e.g. 22:00–02:00) are not supported; use two separate rules instead. If no rule matches and no Otherwise rule is configured, the message is dropped silently.

See: Routing node - Business Hours

Holidays

The Holidays node routes messages based on whether the current date matches a configured holiday or date range. The first output port is always the no match port; each configured rule adds a further output port.

Like the Business Hours node, this node evaluates messages only after they reach the flow. It does not replace or disable UCC holiday closures configured in SharePoint. See Business Hours for the UCC opening-hours check and differences between Connect and Unify.

Configuration

  • Country / State / Region (select) – Location hierarchy used for public holiday lookups via the date-holidays library. State and Region fields appear only when available for the selected country.
  • Timezone (select) – Determined automatically by the selected country/state/region. Shown only when a country is selected.
  • Time (input) – Reference time for rule evaluation. Defaults to the message timestamp.
  • Holidays – List of rules. A Days rule specifies a specific date range with an optional Repeat yearly setting. A Holidays rule automatically matches public holidays by type (Public, Bank, School, Optional, Observance) and optional named holiday.
  • Stop on first match (boolean) – When enabled, only the first matching rule produces output.

Details

When no rule matches, the message is routed to port 1 (no match). Each configured rule generates a dedicated output port, numbered from port 2 onward in list order. A Country must be selected before Holidays-type rules can resolve holiday names.

See: Routing node - Holidays

IVR Menu

The IVR Menu node plays a welcome prompt, listens for a single DTMF keypress (0–9, * or #), and then either executes a configured action or routes the session to a dedicated output port. Invalid keypresses and timeouts are automatically retried up to a configurable limit.

Configuration

  • Welcome / Introduction – Optional prompt played once when the menu is first entered. Choose None, Say (text-to-speech with Text, SSML, or Custom voice method), or Play (audio file from URL or SharePoint).
  • Timeout (sec) (integer) – Seconds to wait for DTMF input after the option prompts finish. Defaults to 10.
  • Max retries (integer) – Maximum combined count of invalid keypresses and timeouts before the session exits via the timeout action. Defaults to 3.
  • Timeout / Max retries action – Action taken when the retry limit is reached. Supports all option action types (see below). Defaults to Route (output).
  • Options – List of DTMF key options. Each option defines a Key (0–9, * or #), an optional question prompt played before the DTMF wait, an optional confirmation prompt played after the key is pressed, and an Action: Route (output), Disconnect, Enqueue, , Forward, Preferred Hunt, Queued Callback, Voicemail, or Merge Conversations. Some installed versions also offer IVR Question; see the version and model limits in Routing node - IVR Menu.

Details

On arrival the welcome prompt plays once, then option question prompts play in list order. After all prompts, the node waits for a DTMF keypress. A valid key triggers the optional confirmation prompt before executing the configured action. On retry, only the option prompts replay — the welcome is skipped. One output port is created per option with action type Route (output), plus one timeout port when the timeout action is also set to Route.

See: Routing node - IVR Menu

AnywhereNow End Nodes

Icon

Description

QM Answered

When the Quality Monitor Answer (QM Answer) node receives an answer for a Quality Monitor Question, it will report the outcome accordingly. If there are subsequent Quality Monitor Questions configured for Dialogue Studio, the QM Question node will be triggered for the next QM Question.

Configuration

  • Question Id – The Id of the QM Question that is provided by the QM Question node
  • Answer – The Answer provided by the customer for the corresponding QM Question

Details

This node will allow you to provide an answer to a Quality Monitor Question that is triggered by the QM Question node as soon as the dialogue between the Customer and the Agent is disconnected by the Agent. The QM Answer node will report the outcome of the QM Question, and if there are additional questions that still need to be answered by the Customer, the QM Question node will be triggered again for the next QM Question. As soon as all QM Questions are answered (or timed out) the call will be disconnected.

AnywhereNow Configuration Nodes

Icon Description

n/a

any-red-config

This configuration node connects Core nodes to a Unified Contact Center (UCC). Select it in the Server setting of the nodes that use the connection.

Details

Before configuring a flow, confirm the selected node's transport and the active configuration source for your environment. Use the connection details provided during provisioning. Applicability depends on that transport and configuration source, not the connect model alone.

For Core nodes using the HTTP/SignalR plugin connection, configure Server with the Core service URL, including the plugin listener port, and the UCC name. Use the HTTP or HTTPS scheme configured for that listener. The editor URL you open in your browser is not this service endpoint. For another transport, use its provisioned connection details rather than assuming these listener settings apply.

For the HTTP/SignalR plugin path, assigns a separate Dialogue Studio plugin port to each UCC during provisioning. Use the assigned port with the service URL and UCC name. Sharing a listener port is also supported for this plugin path, but is not standard OnePortal provisioning. Do not change an assigned port without coordinating with AnywhereNow. Align all affected connections and dependent network configuration when changing it.

For this HTTP/SignalR plugin connection, use http://<serviceHost>:<assignedPort>, or the equivalent https URL when HTTPS is configured. Enter the UCC name separately. The UCC name scopes normal callflow events and actions, not generic Event Bus events.

Only one active Dialogue Studio connection controls a UCC's call sessions. When multiple instances connect, the priority settings below determine which connection controls normal callflow events and actions. These rules do not provide per-UCC filtering of generic Event Bus events.

Priority

When there are multiple Dialogue Studio instances connected to the same UCC, only the instance with the highest priority will be able to control sessions via trigger nodes (such as the "Incoming conversation"). For instances with lower priority, the trigger nodes will not fire.

The priority can be set under the advanced configuration.

If you plan to connect multiple Dialogue Studio instances, it is recommended to increase the priority of your production instance. It is not recommended to increase the priority for Development or Test environments.

If multiple instances with the same priority connect, then only the one that is the first to connect will be the instance where the trigger nodes will fire.

The maximum value for priority is 999

AnywhereNow Combined Action Node

When you place the Combined Action Node at the end of your flow, you can either decide what will happen to your incoming and queued sessions, or just choose to end your session. Use the node properties to define the Action.

Note

This node combines several previously available separate End nodes into one node.

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Description

Use No Action or Empty Action to end the InDialogue phase.
See: Action node - No Action

Use Enqueue: skill Action to place session in a skill queue.
See: Action node - Enqueue skill

Use Disconnect Action to disconnect the session.
See: Action node - Disconnect

Use Merge Action to merge two conversations.
See: Action node - Merge

Use Callback Action to schedule a callback for a skill.
See: Action node - Callback

Use Forward Action to forward the session.
See: Action node - Forward

Use IVR Question Action to select a question from the default IVR within the same UCC. This reuse applies to Dialogue Cloud Neo (Connect), not Dialogue Cloud Neo (Unify) in the documented DC2025.02a scope.
See: Action node - IVR Question

Use Preferred Hunt Action to connect the session to preferred agents.
See: Action node - Preferred Hunt

Use Queued Callback Action to schedule a callback for a skill.
See: Action node - Queued Callback

Use Voicemail Action to direct the session to voicemail.
See: Action node - Voicemail