Dialogue Cloud

On Premises

Setup Generic Dialogue Provider

This article describes the setup procedure for the Generic Dialogue Provider.

Note

An Enterprise license or higher is required to access these features.

Note

An additional AnywhereNow WebAgent for Omnichannel license is required.

Installation

This add-on feature can be requested for installation on your 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. through your regular AnywhereNow contact or Partner.

Validate PluginSettings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments.. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Configure the following settings:

    Setting Value Description

    Setting: Id

    Scope: GenericDialogueProvider

    Id of choice

    Example: 1234

    The Id of the Generic Dialogue Provider, must be unique. Only one GDP allowed per UCC

    Setting: Uri

    Scope: GenericDialogueProvider

    https://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]/GenericDialogueProvider

    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.

    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.

    Note

    URL needs to be accessible from the Dialogue Manager to the Generic Dialogue Provider service.

    The Uri of the Generic Dialogue Provider, must be unique. Only one GDP allowed per UCC

  4. For all the available settings to finetune the Generic Dialogue Provider, see: Generic Dialogue Provider Plugin Settings Overview

Validate ListsEndpoints

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Validate Generic Dialogue Provider settings endpoint for ListsPlugin -> ListsEndpoints

    Note

    Add to the existing item and separate with "Enter".

    Setting Value Description

    Setting: ListsEndpoints

    Scope: ListsPlugin

    http://FQDN/webagentservice/api/v1/settings

    http://FQDN/DialogueManager/api/v1/settings

    https://FQDN/GenericDialogueProvider/api/v1/settings

    Note

    URL needs to be accessible from the UCC Service to the Generic Dialogue Provider service.

    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.

    Used by the ListsPlugin to push the settings from the settings from SharePoint to the URL of the service.

Create and assign Skills

  1. Create regular skill, see: Standard Skill

  2. Add Agents

  3. Assign Skills per Agent

Add Plugin Attributes

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Attributes list

  3. Add the following attributes:

    Display Name System Name Show on Extension Window Show on Toast A toast is a pop-up instant message or audio call notification the user receives on his desktop. Order Open Automatically Category

    Subject

    Subject

    No

    No

    1

    No

    Contact

    SenderDisplayName

    SenderName

    No

    No

    2

    No

    Contact

    SenderUri

    SenderUri

    No

    No

    3

    No

    Contact

    Body

    Content

    No

    No

    4

    No

    Contact

Add Plugin Flow Settings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Flow Settings list

  3. Below an example on how to setup the Plugin Flow Settings:

    Attribute Operator Value Order Action Skill

    Subject

    Equals

    Example value

    1.00

    Skill

    Generic

    Subject

    Not equals

    Example value

    2.00

    Skill

    Generic

More information, see: Plugin Flow Settings

For more example, see: Plugin Flow Settings examples for Generic Dialogue Provider