Install CM Dialogue Provider

Prerequisites

• CM Account with WhatsApp or SMS channel

Installation

Configure Plugins Settings

1. Open 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. Config page on SharePoint

2. Open the Plugin Settings list

3. Configure the following settings:

   Note

   ProductToken is provided by CM.

   Note

   You need either SMS or WhatsApp. You can also use both.

   Setting	Value	Description
   Setting: Enabled Scope: CmDialogueProvider	TRUE Warning Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular UCC, but will shut down the Dialogue Manager service for all your UCCs using it!	Indicates whether the dialogue provider is actively used.
   Setting: Name Scope: CmDialogueProvider	CmDialogueProvider Note: This name is not the name displayed on the WhatsApp for Business Number, which is configured via the Meta Business Manager. This name is only used to be stored within the AnywhereNow Dialogue Manager database. Warning: The Name can only have the following characters: Lower case: a-z Upper case: A-Z Numbers: 0-9	Used a ReceiverName for Dialogue Manager database.
   Setting: PollingIntervalInSeconds Scope: CmDialogueProvider	1	Time between each poll to send outgoing messages.
   Setting: ProductToken Scope: CmDialogueProvider	XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX	Unique identifier to authorize against the Messaging API.
   Setting: Sms Scope: CmDialogueProvider	+XXXXXXXXXX	Phonenumber for SMS.
   Setting: WaitForStatusReport Scope: CmDialogueProvider	FALSE	Indicates whether system should wait for status reports on outgoing messages; status reports indicate whether sending an outgoing message is successful or not.
   Setting: WhatsApp Scope: CmDialogueProvider	+XXXXXXXXXX	Phonenumber for WhatsApp.

4. For all the available settings to finetune the CM Dialogue Provider, see: WhatsApp and SMS Dialogue Provider Plugin Settings Overview

Validate Endpoint

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Validate DialogueManager settings endpoint for ListsPlugin > ListsEndpoints

   Setting	Value	Description
   Setting: ListsEndpoints Scope: ListsPlugin	http://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]/webagentservice/api/v1/settings http://FQDN/DialogueManager/api/v1/settings https://FQDN/CmDialogueProvider/api/v1/settings 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 UCC Service to the CM Dialogue Provider.	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, see: Agents

3. Assign Skills to Agents, see: Skills per Agent

Add Plugins 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:

   Tip

   If you are using SMS, the value should be SMS.

   Attribute	Operator	Value	Order	Action	Skill
   Channel	Equals	WhatsApp	1.00	Skill	WhatsApp
   Channel	Not equals	WhatsApp	2.00	Skill	WhatsApp

More information about Plugin Flow Settings, Plugin Flow Settings

For more example, Plugin Flow Settings examples for WhatsApp and SMS Dialogue Provider

Configure Webhook in WhatsApp/SMS messaging partner

1. Login into the CM Dashboard

2. (if you have multiple accounts) Select your Account

3. Navigate to Channels

4. Navigate to WhatsApp Business or SMS Number & Keywords

   Tip

   If you want to use both, you need to do these actions on both channels.

5. Open your Business profile

6. Select Add destination

   1. Destination = Webhook

   2. Content type = Json

   3. Enter a webhook url = Example, https://FQDN/CmDialogueProvider/api/v1/response

      Note

      The URL needs to be publicly available.