Setup Generic Dialogue Provider
Prerequisites
Licensing prerequisites
A valid WebAgent license for Omnichannel Communication is required. This entitlement may be included in your subscription or provided through PUL11, WebAgent for Omnichannel Communication.
Your subscription may already include the required entitlements. Contact your AnywhereNow representative if you are unsure whether your subscription includes these features.
Setup overview
This article describes the setup procedure for the Generic Dialogue Provider.
Installation
This add-on feature can be requested for installation on your 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 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.
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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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://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
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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.
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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Validate Generic Dialogue Provider settings endpoint for ListsPlugin ->
ListsEndpointsNote
Add to the existing item and separate with "Enter".
Setting Value Description Setting:
ListsEndpointsScope: 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
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Create regular skill, see: Standard Skill
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Add Agents
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Assign Skills per Agent
Add Plugin Attributes
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Open the UCC Config page on SharePoint
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Open the Plugin Attributes list
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Add the following attributes:
Display Name System Name Show on Extension Window Show on 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
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Open the UCC Config page on SharePoint
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Open the Plugin Flow Settings list
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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