Dialogue Cloud

On Premises

Install Call Controls plugin

Note

Please note that this plugin can only be utilized for AnywhereNow related products.

Important

Please note that the Call Control plugin has been replaced by the API plugin since bundle DC2023.04. To remove any unused settings, please refer to Un-install Call Controls plugin for instructions.

Prerequisites

Installation or Update of the plugin

  1. Log in on the server on which 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. service is running.
  2. Go to the plug ins folder (‘DRIVE:\program files\core\anywhere365\plugins\'). If it doesn't exist, create it.
  3. Create a folder "CallControlsPlugin" for the plugins folder.
  4. Copy the dlls and included config files from the Bundle Plugin package to this folder.

Note

In case the folder is already created and the plug in is in use by the UCC, the UCC will have to be stopped (check if stopping of the UCC is allowed).

Warning

Please note that it is necessary to restart the UCC service in order for the UCC service to use the plugin.

Add plugin to config

Per UCC

  1. Open file ‘Config.xml’ for editing purposes.

    Tip

    It is recommended that you make a backup of the config.xml file in case issues arise.

    The default path of this file is:

    C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

  2. Add "Plugin" value below ‘SettingsURL’ of the UCC.

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    XML
    <Plugin name="CallControlsPlugin" path="C:\Program Files\Core\Anywhere365\Plugins\CallControlsPlugin" file="Wsp.Anywhere365.CallControlsPlugin.dll" />

For UCC Service

  1. Open file ‘Config.xml’ for editing purposes.

    Tip

    First make a backup of the file to prevent problems!

    The default path of this file is:

    C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

  2. Add "Plugins" value below ‘Presence Provider’.

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    XML
    <Plugins>
    <Plugin name="CallControlsPlugin" path="C:\Program Files\Core\Anywhere365\Plugins\CallControlsPlugin" file="Wsp.Anywhere365.CallControlsPlugin.dll" />
    </Plugins>

Configure UCC Settings

Add Plugin Settings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

Setting Value Scope
Enabled TRUE CallControlsPlugin

Uri

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]:port

CallControlsPlugin

Note

FQDN = Can be internal facing address (WebAgent Service to UCC Service);

Port = Can be any free port.

Warning

The first UCC to start sets the port number. All subsequent UCCs in the same service must use this port.

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.

Restart UCC and validate

  1. Login to the AnywhereNow Application Server

  2. Start Services

  3. Restart "Anywhere365 Unified Contact Center"

  4. See the UCC logs if Call Controls Plugin is successfully loaded

    C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

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    Logs
    2020-07-21 08:36:25,060 [9] aa2 DEBUG - CallControlsPlugin - InitAsync() starting
    2020-07-21 08:36:25,060 [9] aa2 INFO  - CallControlsPlugin.InitAsyncInternal
    2020-07-21 08:36:25,060 [9] aa2 DEBUG - CallControlsPlugin - InitAsync() completed with result PluginInitializationResult(IsSuccessful=True, RequiredLists=ListConfiguration(ListName=PluginSettings, FieldNames=ID, Title, wsp_ucc_ps_value, wsp_ucc_ps_scope, wsp_ucc_ps_prompt_LookupValue, wsp_ucc_ps_prompt))
    2020-07-21 08:36:25,076 [9] aa2 INFO  - PluginManager::StartAsync initialized [CallControlsPlugin]. Will attempt to provide with lists [PluginSettings]