Dialogue Studio FAQ

A: From Core 8.0.5 and onward (on earlier 8.0 versions Dialogue Studio is only available under Enterprise+ license):

• Reception: not available

• Workgroup: not available

• Corporate: default off, option via supplemental license

• Enterprise: default off, option via supplemental license

• Enterprise+: default on

How are existing licenses handled?

If you have a licenses that is generated with an earlier version of the License Builder, Dialogue Studio will be:

Enabled if you have an Enterprise+ license

Disabled if you have any other license

How to see if Dialogue Studio is enabled in the License?

<?xml version="1.0" encoding="utf-16"?>
<License xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns="ANYWHERE365 UCC">
<Enable_DialogueStudio>true</Enable_DialogueStudio>
</License>

Consult the license file for Enable_DialogueStudio. If this is missing, you have an old license and DialogueStudio will only be enabled for Enterprise+.

A: Depending on the region where your 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. service is hosted and hence where your Dialogue Studio is hosted a public IP address should be allowed access to your external platform (For example Azure SQL, or SharePoint, or JS, java, etc.).

A: When there are multiple Dialogue Studio instances connected to the same UCC, only the instance with the highest priority will be able to control sessions via trigger nodes (such as the "Incoming conversation"). For instances with lower priority, the trigger nodes will not fire. In the case multiple Dialogue Studio instances have the same Priority you will get the "Multiple connections and this is not the active connection. All actions and events will be ignored." error.

A: Today, the plugin API and Dialogue Studio transcribe only the first agent in the session. If additional participants join—whether by invite or during a blind or consult transfer—their speech won’t appear in the transcript.

Exception: This limitation does not apply to a Skill Transfer. After a Skill Transfer, transcription works as expected for the receiving agent.

A: Check the input for the node that returns the error. Make sure there is a session object in the message when using the AnywhereNow Dialogue Studio components. When you want to know the input you can connect a debug node to the output of the node in front and log the full message by changing it's configuration.

A: DialogueStudio requires an Enterprise+ License. If you do not have this License, the Plugin will fail to load, printing an error similar to the following:

2019-12-13 10:46:33,474 [6] UccStarter ERROR - Wsp.Anywhere365.Ucc.PluginFramework.PluginValidationException: Unable to load plugin-in Name: NodeRedPlugin, FullPluginPath: C:\data\plugins\NodeRedPlugin\UccPlugin\Wsp.Anywhere365.Ucc.NodeRedPlugin.dll, IsIdentityPlugin: True, Uccs: ALL (1.0.0.0:). Plug-in NodeRedPlugin requires license EnterprisePlus but current license is Corporate

A: The can mean the transcriptor is not yet configured, see: How to configure UCC speech to text transcription