Dialogue Cloud

On Premises

WebAgent Architecture Overview

This article provides an architecture overview of the relationships between the different components that can be part of an AnywhereNow WebAgent. Typically not all components mentioned or written herein are part of your deployment but probably just a selection which varies per customer.
It furthermore contains a checklist of the configuration settings for setting up your AnywhereNow WebAgent as well as a reference list of AnywhereNow components displayed in the diagram.

Note

An additional AnywhereNow WebAgent license is required.

WebAgent Architecture Diagram - All (Possible) Components

ApiPlugin

Enabled: true

Uri: http://<xyz>-01.<ucc-region>.dialoguecloud.local:<port 1>*

CallControlsPlugin

Enabled: true

Uri: http://<xyz>-01.<ucc-region>.dialoguecloud.local:<port 2>*

CrmService

<Connector Specific settings (multiple settings allowed), see GoLive>, Learn More

CustomSessionsPlugin

Enabled: true

Uri: http://<xyz>-01.<ucc-region>.dialoguecloud.local:<port 3>*

DialogueManager

Enabled: true

SqlConnectionString: <SQL-ConnectionString to DialogueManager Database>

Uri: http://<xyz>-01.<region-service>.dialoguecloud.local/dialoguemanager ***

DialogueStudio

HttpsEnabled: false

HttpPort: <port 4>**

EmailDialogueProvider

<Connector Specific settings (multiple settings allowed/required), see GoLive>, Learn More

EventForwarderPlugin

ForwardUri:

    http://<xyz>-01.<region-service>.dialoguecloud.local/webagentservice/api/v1/eventshook ***

    http://<xyz>-01.<region-service>.dialoguecloud.local/dialoguemanager/api/v1/eventshook ***

ListsPlugin

PollingIntervalMinutes: 15

ListsEndpoints:

    http://<xyz>-01.<region-service>.dialoguecloud.local/webagentservice/api/v1/settings ***

    http://<xyz>-01.<ucc-region>.dialoguecloud.local/crmservice<name>/api/v1/settings

    http://<xyz>-01.<region-service>.dialoguecloud.local/dialoguemanager/api/v1/settings ***

    http://<xyz>-01.<ucc-region>.dialoguecloud.local/emaildialogueprovider/api/v1/settings

    http://<xyz>-01.<ucc-region>.dialoguecloud.local/webchatdialogueproviderdialogueprovider2<_ucc_name>/api/v1/settings

WebAgentService

DciSkill: DCISkill

AttendantServiceUrl: http://<xyz>-01.<ucc-region>.dialoguecloud.local/attendantservice

CallPropertyServiceUrl: http://<xyz>-01.<ucc-region>.dialoguecloud.local/callpropertyservice

CrmServiceUrl: http://<xyz>-01.<ucc-region>.dialoguecloud.local/crmservice<name>

DashboardServiceUrl: http://<xyz>-01.<ucc-region>.dialoguecloud.local/dashboardservice

TimelineServiceUrl: http://<xyz>-01.<ucc-region>.dialoguecloud.local/universaltimelineservice

Uri: http://<xyz>-01.<region-service>.dialoguecloud.local/webagentservice ***

WebChatDialogueProvider2

<Customer Specific settings (multiple settings allowed/required), see GoLive>, Learn More

ForwardUri:

    http://<xyz>-01.<ucc-region>.dialoguecloud.local/WebChatDialogueProviderDialogueProvider2<_ucc_name>/api/v1/Dialogue-manager/ucc/presence

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SharePoint 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. “Settings” list checklist:

DashboardServiceUrl: http://<xyz>-01.<ucc-region>.dialoguecloud.local/DashboardService

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*    : unique/available port (on platform/server), multiple UCC's running in the same service must share the same port for this plugin.

** : unique/available port (on platform/server) per service per type (identityprompt or identityplugin), multiple UCC's running in the same service must share the same port for this plugin per type. See GoLive for additional requirements if both types want to be used within same service. Learn More

***: In principle there is one WebAgentService and one DialogueManager per region, each with their own front-end URL. If necessary this can be expanded as custom work to more per region in case additional (localised) database(s) need to be supported.

Attendant Service

The Attendant Service is responsible for handling interactions between the users and the UCC. For example, switching Formal states or Taking a conversation from the queue.

This service is deployed by default when installing the AnywhereNow Core software. Make sure the WebAgent Service can reach this service.

Call Controls Plugin

The Call Controls Plugin are used so Teams Agents can use the call controls in the WebAgent.

This plugin is only needed when you are using the Teams platform and needs to be installed separately, Learn More. Make sure the WebAgent Service can reach this plug-in’s URI.

CallProperty Services

The CallProperty Services is used for writing additional properties of a conversation into the AnywhereNow CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. Database. For example, adding classifications.

This service needs to be installed separately, Learn More. Make sure the WebAgent Service can reach this service.

CDR Database

The CDR (Call Detail Recording) is used by the Core to store the call details. This information is used by Power BI (Learn More), and to provide information to the clients. For example, the timeline.

This database is generated when running the AnywhereNow Core software.

CM Dialogue Provider

The CM Dialogue Provider is used to connect to the CM Platform. With CM you can add WhatsApp and SMS as a dialogue type.

This is a module that needs to be installed when using the Dialogue Manager, if you want to enable WhatsApp or SMS, Learn More

Core

The Core is the control center of AnywhereNow. It manages all the Dialogues and Dialogue related settings. Learn More

CRM Service

The CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service is used to retrieve contact and case information from your CRM back-end, this information will then be shown in the WebAgent.

This service needs to be installed separately, Learn More. Make sure the WebAgent Service can reach this service.

Custom Session Plugin

The Custom Session Plugin is used to create Custom Session into the UCC. A custom session is used for any other dialogue not using Audio or Skype Chat. For example, WhatsApp, WebChat, or Emails.

This plugin is only needed when you are using WhatsApp, WebChat or Emails, and needs to be installed separately, Learn More. Make sure the WebAgent Service can reach this plug-in's URI.

Dashboard Service

The Dashboard Service is responsible for sharing dashboard information between the UCC and the clients. For example present Queue information in the WebAgent.

This service is deployed by default when installing the AnywhereNow Core software. Make sure the WebAgent Service can reach this service.

Dialogue Manager

The Dialogue Manager handles text-based dialogues. It is the central component that communicates between the UCC and the various Dialogue Providers.

This service needs to be installed separately, Learn More. The Dialogue Manager needs to be installed in combination with a Dialogue Provider model. For example, the Email Dialogue Provider.

Dialogue Manager Database

The Dialogue Manager Database is used by the Dialogue Manager and the various Dialogue Provider. It stores all content related to the text-based dialogues.

This database is generated during the installation of the Dialogue Manager.

Email Dialogue Provider

The Email Dialogue Provider is used to connect to Microsoft Graph. With Graph you can add Emails as a dialogue type.

This is a module that needs to be installed when using the Dialogue Manager, if you want to enable emails, Learn More

Event Forwarder Plugin

The Event Forwarder Plugin subscribes to the EventBus and forwards all events to the WebAgent Service. This way the WebAgent Service is aware of all the events happening in the Core.

This plugin is only needed when you are using the Teams platform and needs to be installed separately, Learn More. Make sure the WebAgent Service can reach this plug-in’s URI.

Identity Service

The identity Service is a service that will validate if you can log in, where you need to login, which integrations to load, and to what WebAgent Service you need to connect to. This part is managed by AnywhereNow.

This service is hosted and managed by AnywhereNow.

Lists Plugin

This plugin shares information configured in the SharePoint lists, with various other services like the WebAgent Service. This way you have a central location on where to configure your settings.

This plugin needs to be installed separately, Learn More. Make sure the UCC (which uses the plugin) can reach the configured services.

Universal Timeline

The UniversalTimelineService is a separate service used to provide a unified timeline based on CRM-information. This timeline information is presented in the WebAgent via the WebAgent Service.

This service needs to be installed separately, Learn More. Make sure the WebAgent Service can reach this service.

WebAgent

This is the web app the user opens in their browser. This is the FrontEnd of the WebAgent.

This service is hosted and managed by AnywhereNow.

WebAgent Service

The WebAgent Service API is used for communication between the WebAgent FrontEnd and AnywhereNow components.

This service needs to be installed separately, Learn More. Make sure the client you are working from can reach this service.

WebChat Dialogue Provider

The WebChat Dialogue Provider is used to connect to WebChat Front End. With WebChatDialogueProvider you can add WebChat as a dialogue type.

This is a module that needs to be installed when using the Dialogue Manager, if you want to enable WebChat, Learn More

WebChat Front End

The WebChat FrontEnd is used to connect to WebChatDialogueProvider. It provides an interface for the customer to start a WebChat dialogue.

This is a module that needs to be installed when using the Dialogue Manager, if you want to enable WebChat, Learn More