Install WebChat Dialogue Provider 2.0

Installation

Configure Plugin 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:

   Setting	Value	Description
   Setting: Enabled Scope: WebChatDialogueProvider2	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!	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.
   Setting: PollingIntervalInSeconds Scope: WebChatDialogueProvider2	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.
   Setting: CustomerUriDomain Scope: WebChatDialogueProvider2	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: generated-id@customerdomain.
   Setting: DefaultAgentName Scope: WebChatDialogueProvider2	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.
   Setting: WebChatSipUri Scope: WebChatDialogueProvider2	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.
   Setting: Uri Scope: WebChatDialogueProvider2	Example: https://PUBLIC-FQDN/WebchatDialogueProvider2_<ucc-name> Note URL needs to be EXTERNALLY accessible and from the WebChat Front-end, i.e. the user interface the end-user will be using the WebChat on.	The public accessible location of the WebChatDialogueProvider2
   Setting: ForwardUri Scope: WebChatDialogueProvider2	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>/api/v1/dialogue-manager/ucc/presence 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 WebChatDialogueProvider2.	Used for the Dialogue Manager to forward presence information to the WebChatDialogueProvider2.

4. For all the available settings to finetune the WebChat Dialogue Provider, see: WebChat 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 to ListsPlugin ListsEndpoints

   Setting	Value	Description
   Setting: ListsEndpoints Scope: ListsPlugin	http://FQDN/webagentservice/api/v1/settings (should already exist) http://FQDN/DialogueManager/api/v1/settings (should already exist) http://FQDN/WebChatDialogueProvider2_<ucc-name>/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 WebChatDialogueProvider2.	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 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	Webchat	1.00	Skill	WebChat
   Channel	Not equals	Webchat	2.00	Skill	WebChat

More information, see: Plugin Flow Settings

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