Install Email Dialogue Provider Component

Note

An Dialogue Cloud WebAgent for Omnichannel license is required.

Note

An Enterprise license or higher is required to access these features.

Requirements

  • Microsoft Office365 mailbox
  • Install ASP.NET Core 6.0.8 (or a later 6.0 series) Hosting (if you have not already done this)

  • Bundle 2024.02 and later: Microsoft ASP.NET Core 8.0.0 (or a later 8.0 series) Hosting Bundle installed (may already be installed).

  • (Graph only) An Azure App with the following permissions, Learn More

    Note

    If for company policies the access needs to be restricted, please see: Limit Mailbox Access

    • Mail.ReadWrite
    • Mail.Send
    • User.Read.All
    • Directory.Read.All

Installation

Deploy package

  1. Unzip the AnywhereNow Email Dialogue Provider package

  2. Edit the properties.ps1

    1. Domain = Domain of the install account

    2. UserName = Username of the install account

  3. Run install.ps1 in PowerShell as administrator

Add Plugin Settings

  1. Open the Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

    Setting Value Description
    Setting: ClientId
    Scope: EmailDialogueProvider

    The app id of the app created in azure

    Azure app ID.
    Setting: ClientSecret
    Scope: EmailDialogueProvider

    The client secret value of the app created in azure.

    Important

    Use the Value, not the Secret ID.

    Note

    Alternatively you can use EncryptedClientSecret
    Encrypt the Client Secret with the AnywhereNow Encryption Tool

    The client secret.
    Setting: EmailAddress
    Scope: EmailDialogueProvider

    username@domain.com

    The e-mail address of the mailbox.
    Setting: Enabled
    Scope: EmailDialogueProvider

    TRUE

    Enable the provider.
    Setting: Tenant
    Scope: EmailDialogueProvider

    The tenant id of the azure tenant in which the app is created

    Microsoft Entra tenant
    Setting: Type
    Scope: EmailDialogueProvider

    Graph

    Use Microsoft Graph API ( https://learn.microsoft.com/en-us/graph/overview ) for the connection to the mailbox

  4. For all the available settings to finetune the Email Dialogue Provider, see: Email Dialogue Provider Plugin Settings Overview

Enable Outbound

  1. Add the following settings

    Setting Value Description
    Setting: OutboundTextSkill
    Scope: WebAgentService

    Name of the outbound skill (default is empty) For example: OUTBOUNDTextSkill

    Note

    The Skill needs to be created in the UCC, but doesn't have to be assigned to an agent.

    Used for enabling the Outbound Text Session. This Skill is also used for Reporting purposes.

Add Endpoint

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add DialogueManager settings endpoint to ListsPlugin ListsEndpoints

    Note

    Add to the existing item and separate with "Enter".

    Setting Value Description
    Setting: ListsEndpoints
    Scope: ListsPlugin

    http:///webagentservice/api/v1/settings

    http://FQDN/DialogueManager/api/v1/settings

    http://FQDN/EmailDialogueProvider/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 Email Dialogue Provider.

    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 Plugins Attributes

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Attributes list

  3. Add the following attributes:

    Display Name System Name Show on Extension Window Show on Order Open Automatically Category
    EmailSubject Subject No No 1 No Contact
    SenderDisplayName SenderName No No 2 No Contact
    SenderEmailAddress SenderUri No No 3 No Contact
    EmailBody Content No No 4 No Contact

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
    Subject Contains Example value 1.00 Skill TextHandling
    Subject Does not contains Example value 2.00 Skill TextHandling

More information about Plugin Flow Settings, Learn More

For more example, Learn More

Restart UCC and validate

  1. Login to the AnywhereNow Application Server

  2. Start Services

  3. Restart "Unified Contact Center"

  4. See the logs if Dialogue Manager is successfully loaded

UCC Logs

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

2019-04-18 15:39:30,716 [5] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest DEBUG - ListsPlugin SendRequest Endpoint: http://FQDN/EmailDialogueProvider/api/v1/settings - body: {"Version":"1.1.7"...}

Email Dialogue Provider log:

2019-04-18 16:13:32.7046 DEBUG SettingsManager - Added settings for UCC ucc__texthandling
2019-04-18 16:13:32.7075 TRACE ProviderManager - TryAddUcc ucc__texthandling