Installing Event Forwarder Plugin
Note
Please note that this plugin can only be utilized for AnywhereNow related products.
Installation of the plugin per UCC
The plugins are predelivered inside the folder:
DRIVE:\program files\core\<UCCService>\plugins\Wsp.Anywhere365.EventForwarderPlugin
Configure Plugin
Per UCC
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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
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Add "Plugin" value below ‘SettingsURL’ of 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..
XML<Plugin name="EventForwarderPlugin" path="C:\Program Files\Core\Anywhere365\Plugins\Wsp.Anywhere365.EventForwarderPlugin" file="Wsp.Anywhere365.EventForwarderPlugin.dll" />
For UCC Service
-
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
-
Add "Plugins" value below ‘Presence Provider’.
XML<Plugins> <Plugin name="EventForwarderPlugin" path="C:\Program Files\Core\Anywhere365\Plugins\Wsp.Anywhere365.EventForwarderPlugin" file="Wsp.Anywhere365.EventForwarderPlugin.dll" /> </Plugins>
Configure UCC Settings
Add Plugin Settings
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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Add the following settings:
|
Setting |
Value |
Scope |
|---|---|---|
|
|
http://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] For the WebAgent: You need to use [WebAgentService Uri]/api/v1/EventsHook 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. For example: https://customer.anywhere365.cloud/webagentservice/api/v1/EventsHook For the Dialogue Manager (for WebChat or Email for example): You need to use [Dialogue Manager Uri]/api/v1/EventsHook 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. For example: https://customer.anywhere365.cloud/dialoguemanager/api/v1/EventsHook |
EventForwarderPlugin |
|
|
http://fqdn:port Note FQDN = Can be internal facing address (Dialogue Manager to UCC) 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. |
EventForwarderPlugin |
Additional Plugin Settings
| Setting | Value | Scope |
|---|---|---|
SubscribeToAllTopics |
True/False |
EventForwarderPlugin |
Topic |
You can only subscribe as: Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Agents/# |
EventForwarderPlugin |
Restart UCC and validate
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Login to the AnywhereNow Application Server
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Start Services
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Restart "Unified Contact Center"
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See the UCC logs if Event Forwarder Plugin is successfully loaded
C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs
Log2021-01-18 15:39:21,433 [8] abe DEBUG - EventForwarderPlugin - InitAsync() starting 2021-01-18 15:39:21,464 [8] abe INFO - EventForwarderPlugin Unsubscribing from 0 topics. 2021-01-18 15:39:21,464 [8] abe INFO - EventForwarderPlugin Subscribing to default topic Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Dialogues/Participants/# 2021-01-18 15:39:21,480 [8] abe INFO - EventForwarderPlugin Subscribing to default topic Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Dialogues/Recorder/# 2021-01-18 15:39:21,480 [8] abe INFO - EventForwarderPlugin Subscribing to default topic Wsp/Anywhere365/Ucc/EventBus/Messages/Events/Dialogues/Conferencing/# 2021-01-18 15:39:21,480 [8] abe DEBUG - EventForwarderPlugin - 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))
Additional Information
Does the plugin allow multiple values?
The Plugin allows multiple values for ForwardUri, separated by an [enter].
Duplicates are filtered. So if you configure the same URI multiple times, you will still only receive one POST Event
Do I need to configure it for multiple UCCs?
Events are broadcasted on service level.
Configuring a single UCC is enough to receive all the events across all the UCCs in a service.
If you want to filter per UCC you have to do this on the REST Endpoint.
What about retries?
Currently the Plugin does not do any retries or buffering. So if your endpoint is temporarily offline all events are lost.