WebChat Dialogue Provider Plugin Settings Overview
This article provides an overview of the available settings for the WebChat Dialogue Provider
Note
An Enterprise license or higher is required to access these features.
Plugin Settings
| Setting | Value | Description |
|---|---|---|
|
Enabled |
TRUE Warning Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular 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., but will shut down the Dialogue Manager service for all your UCCs using it! |
The provider will start, and the background tasks will start running. However, when the tasks to process any data are triggered, they will not execute and be skipped. |
| PollingIntervalInSeconds |
1 |
The provider will look for data to process each x-seconds. The provider will first check whether there are any active sessions, if so, it will query the database for data. |
| CustomerUriDomain |
Example: mydomain.com |
When there is no customer (sip) URI provided with the chat session, an URI will be generated based on the conversation identifier; this domain will be used as post-fix. For example: gerated-id@customerdomain. |
| DefaultAgentName |
Example: Agent |
The default agent name to display to the customer, when the agent's name can not, or has not yet been, retrieved from the database. |
| WebChatSipUri |
Example: sip:ucc_service_webchat@mydomain.com |
The default sip URI that will be used for any purpose when none can be found or none is provided. |
| Uri |
Example: 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]/WebchatDialogueProvider2_<ucc-name>/ Note URL needs to be accessible from the WebChat Front-end, i.e. the user interface the end-user will be using the WebChat on. 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. |
The public accessible location of the WebChatDialogueProvider2. |
| ForwardUri |
Example: http://FQDN/WebchatDialogueProvider2_<ucc-name>/api/v1/dialogue-manager/ucc/presence Note URL needs to be accessible from the Dialogue Manager to the WebChatDialogueProvider2. If on the same machine, you can use localhost. 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 for the Dialogue Manager to forward presence information to the WebChatDialogueProvider |
| TimeToLiveInMinutes |
0 or higher default: 0 |
The time a subscription can stay active in minutes; used to determine when a subscription should be actively closed by the WebChat provider. For example, a new subscription was created, but the client closed their browser window or lost connection. When this value is zero (0) or less, subscriptions will stay active forever (until an agent closes them). |
| ReopenHandledSession |
FALSE or TRUE default: TRUE |
Reopen sessions that have been handled by the agent. |
| CustomerAllowedToUpload
Note Introduced in DC2023.01 |
defaults to false |
Allows the customer to upload when true |
| UploadMaxFiles Note Introduced in DC2023.01 |
defaults to 0 |
Indicates the maximum number of files the customer is allowed to upload for one message. Note Please ensure that the value you enter for this setting is a positive number. Values of 0, empty, or negative numbers will not work as expected. |
|
UploadMaxFileSizeInMB Note Introduced in DC2023.01
|
defaults to 0 |
Indicates the maximum file size in MB the customer is allowed to upload in one action (POST) Note Please ensure that the value you enter for this setting is a positive number. Values of 0, empty, or negative numbers will not work as expected. |
| UploadAllowedFileTypes Note Introduced in DC2023.01 |
Example: .txt(new line).jpg Defaults to '.txt .pdf .docx .doc .gif .png .jpeg .jpg' |
Indicates the allowed extensions for the files, the customer is allowed to upload. (multiple values separated by newline) |