Install WebChat Dialogue Provider 2.0
Prerequisites
Licensing prerequisites
An Enterprise license or higher is required to access these features.
Your subscription may already include the required entitlements. Contact your AnywhereNow representative if you are unsure whether your subscription includes these features.
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.
Installation
Configure Plugin Settings
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 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
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Open the Plugin Settings list
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Configure the following settings:
Setting Value Description Setting: Enabled
Scope: WebChatDialogueProvider2
TRUE
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:
PollingIntervalInSecondsScope: 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:
CustomerUriDomainScope: 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:
DefaultAgentNameScope: 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:
WebChatSipUriScope: 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.
Scope: WebChatDialogueProvider2
Example:
https://PUBLIC-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 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:
ForwardUriScope: WebChatDialogueProvider2
Example:
http://FQDN/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.
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For all the available settings to finetune the WebChat Dialogue Provider, see: WebChat Dialogue Provider Plugin Settings Overview
Validate Endpoint
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 DialogueManager settings endpoint to ListsPlugin
ListsEndpointsSetting Value Description Setting:
ListsEndpointsScope: 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
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Create regular skill, see: Standard Skill
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Add Agents, see: Agents
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Assign Skills to Agents, see: Skills per Agent
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 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