Install Vonage Dialogue Provider

Prerequisites

• Vonage Account with WhatsApp or Message 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

   AuthorizationHeaderValue is provided by Vonage.

   Setting	Value	Description
   Setting: Enabled Scope: VonageDialogueProvider	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: Keyword Scope: VonageDialogueProvider	VonageDialogueProvider 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: VonageDialogueProvider	1	Time between each poll to send outgoing messages.
   Setting: BaseAddress Scope: VonageDialogueProvider	https://example.com	The base address of the Vonage Message API used to connect Vonage Message API.
   Setting: AuthorizationHeaderValue Scope: VonageDialogueProvider	XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX	The unique identifier used to authorize with the Messaging API For Basic Authentication use: "Basic {Base64 APIKey:APISecret}" For Bearer Authentication use: "Bearer {JWT Token}"
   Setting: Sms Scope: VonageDialogueProvider	+XXXXXXXXXX	Phonenumber for SMS.
   Setting: WaitForStatusReport Scope: VonageDialogueProvider	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: VonageDialogueProvider	+XXXXXXXXXX	Phonenumber for WhatsApp.

Validate Endpoint

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Validate DialogueManager settings endpoint for ListsPlugin > ListsEndpoints

   Note

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

   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/VonageDialogueProvider/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 Vonage Dialogue Provider.	Used by the ListsPlugin to push the settings from the settings from SharePoint to the URL of the service.

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

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:

   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, Learn More

For more example, Learn More

Configure Webhook in WhatsApp messaging partner

1. Login into the Vonage Dashboard

2. Navigate to Your applications

3. Select your application

4. Enable Messages

   Note

   Currently only the v0.1 Messaging API is supported.

5. Add the following Urls

   1. Inbound URL: https://FQDN/VonageDialogueProvider/api/v1/response

   2. Status URL: https://FQDN/VonageDialogueProvider/api/v1/status

   Note

   The URL needs to be publicly available.