Use Case - Setting Up Interact

Learn how to set up your Interact web presence step by step.

On this page, we're going through an example step by step setup for your own Interact web presence:

PRECONDITIONS

Audio / Video Instant Message (Private PreviewThis use case will cover 2 modality scenarios: Instant Messaging (IM / Chat) and AV (Audio / Video Calls). You can configure either or both options via the steps below.

✅ Either modality must be enabled on your Tenant first in order to be configurable for Interact. Please get in contact with your Luware Customer Success specialist to discuss this.

The following preconditions apply in any modality case.

  • You require tenant administrator rights to to create and update tenant, user and service settings.
  • You need to have a dedicated ACS (Azure Communication Service) instance from Azure.
  • You need a dedicated O365-user (teams license assigned) on behalf of which Teams-meetings will be created. This user needs to have a proper Access-Policy assigned.
 

ACS Instance Setup

INC ACS Instance Setup

The following steps describe how an ACS instance can be setup. Which is required for Nimbus Assistant and/or Interact.

AZURE BILLING

Usage of Interact will cause additional monthly ACS (Azure Communication Services) cost depending on modality (IM/AV) used. These cost are determined by Microsoft. Also see: https://learn.microsoft.com/en-us/azure/communication-services/concepts/pricing

  • Before enabling additional modality features for your services, get in touch with your Luware Customer Success specialist to discuss terms, usage scenarios and necessary setup procedures.
  • Please note that Nimbus and Interact support does not cover pricing discussions or make recommendations based on Microsoft Azure infrastructure.
 

Create new Azure Communication Service

To create a new Azure Communication Service perform the steps:

  1. Head to Azure Portal and login with tenant admin rights.
  2. Search for "Azure Communication Service" component and click "Create".   
     
    ☝ Make sure not to use any underline/underscores within the name.
  3. Switch to the Keys tab and copy the connection string  

 

 
 

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Determine Your Features

Interact can be configured for multiple modalities:

Modality
Description

Audio / Video

Calls are handled according to the service's Audio Video Workflows. Customers interact via an Interact widget on the your website where they can configure their headset, webcam and screensharing options.

Instant Message (Private Preview)

Chats are handled either directly with a user (agent) OR with a service's Instant Message Workflows. In either case customers interact via an Interact widget on the your website where they can specificy a nickname and start chatting.

💡 You can configure either modality independently per service and user. If not marked further, steps are generally applicable regardless of modality.

Configure Your Tenant for Interact

  1. Navigate to Nimbus Admin > Tenant Administration.
  2. Locate the Interact section.
  3. Enable Interact for your Tenant.
  4. Specify the Interact settings:
    1. ACS Connection string (from the ACS instance which was created)
    2. O365 User ID (newly created Azure EntraID User with a proper Teams License)
    3. Widget Key (autogenerated)
    4. Session Recovery Timeout in Seconds
  5. Save the changes.

After the configuration is completed your are required to run the Nimbus Provisioning script. In order to get the changes applied.


Configure Domain Template

Domain templates define where Interact widgets are allowed to be used, so no external websites can "redirect" traffic to your services. Templates can be applied to either users or services independently. To define templates:

  1. Navigate to Nimbus Admin > Configuration > Interact Domain Templates (CORS)
  2. Create a new Domain Template
  3. Specify Domain name(s) on which you want to allow Interact usage (whitelist)
  4. Specify all required Interact settings:
    1. Name
    2. Organization Units
  5. Save the Template

Restrict Access (CORS)

Now we apply the previously configured domain templates to either users or services.

For Users
For Services
  1. Navigate to Nimbus Admin > Users 
  2. Enable Interact license for the User → The Interact User Settings tab becomes enabled
  3. Enable " Restrict Access" (or skip if you want not to apply domain templates for this user)
  4. Select the previously created CORS-Domain-Template in "Domain Template" drop-down list.
  5. Save the changes

Contact Center

  1. Navigate to Nimbus Admin > Services
  2. Assign a Contact Center license to the service → The Interact Service Settings tab becomes enabled
  3. Enable " Restrict Access" (or skip if you want not to apply domain templates for this user)
  4. Select the previously created CORS-Domain-Template in "Domain Template" drop-down list.
  5. Save the changes

Configure Services/Users

✅ Ensure the modality has been enabled for your tenant as described in the prerequirements, otherwise you will not see any options in this step.

The allowed modality selection can be made for both user or service individually
For Users For Services
  1. Navigate to Interact User Settings
  2. Enable the Interact license for the User  → The Interact User Settings tab becomes enabled
  3. Enable the modality of choice (→ see screenshot above)
  4. Optionally: Enable "Restrict Access" (or skip if you want not to apply domain templates for this user)
  5. Select the previously created CORS-Domain-Template in "Domain Template" drop-down list.
  6. Save the changes
  1. Navigate to Interact Service Settings
  2. Enable a Contact Center license for the service → The Interact Service Settings tab becomes enabled
  3. Enable the modality of choice (→ see screenshot above)
  4. Optionally: Enable "Restrict Access" (or skip if you want not to apply domain templates for this service)
  5. Select the previously created CORS-Domain-Template in "Domain Template" drop-down list.
  6. Save the changes

☝ Please Note: CORS templates with the same or a higher Organization Units level as your user / service may be available for selection. Ensure you do not select the wrong template (e.g. provided by a higher OU-level administrators) or your embedded widgets may not work.

Test Integration Snippets

For Users For Services
  1. Navigate to Interact User Settings
  2. Ensure that Interact has been enabled on your tenant (see that thre is no ☝ warning next to the "Active" toggle) 
  3. Within the "Integration" section:

Use "Preview" to open a mockup-website to test Interact functionality.  
... and, once satisfied ...

  1. "Copy" the User snippet and insert it into an HTML web page of your choice.
  2. Save the changes
  1. Navigate to Interact Service Settings
  2. Ensure that Interact has been enabled on your tenant (see that thre is no ☝ warning next to the "Active" toggle) 
  3. Within the "Integration" section:

Use "Preview" to open a mockup-website to test Interact functionality.  
... and, once satisfied ...

  1. "Copy" the Service snippet and insert it into an HTML web page of your choice.
  2. Save the changes

Final Checks and Rollout

Instant Message (Private PreviewChat only: Ensure that your users have registered with the chat bot. This is done via their User Preferences (Portal) > Permissions Tab. Further details can be found on Use Case - Setting up Instant Messaging.


 Instant Message (Private Preview) Audio / VideoFor all modalities:

  1. For each of your service, double-check that Modality Service Settings have the respective Workflows applied to handle the modality of your choice.
  2. The final step is to test and copy the snippets for your services and users to the destination website. If you do not have the expertise, ask your web administrator to embed the widget snippets for you.
  3. Customers can now interact with your users and services directly via the Interact.

🔍 Refer to Call Handling and Chat Handling for descriptions on the respective interaction.

Known Issues and Troubleshooting

🤔 Preview or Embed code not working? Check if:

KNOWN INTERACT LIMITATIONS

  • Interact has certain javascript calling limitations in regards to operating systems and browsers. Refer to the official MSFT documentation.

Audio Video Calls initiated from Interact have the following workflow limitations:

Workflow Activity Limitations
Transfer

Can only target services. Not supported targets are:

  • external
  • user
  • parameter
Queue "Pickup" distribution type is not supported.
Voice Message Not supported.
Customer Input Sending DTMF over Interact (Client/SDK) is not supported
 

KNOWN INSTANT MESSAGING LIMITATIONS

NON-PRODUCTIVE / PRIVATE PREVIEW Chat-related features are depending on Microsoft "Private Preview" APIs and SDKs, limiting access to early-adopters. For these reasons, Nimbus cannot offer a productive operation environment nor provide official support for the Chat modality yet. Until the situation changes, the feature is not yet available.
  • Engaging in chat with Nimbus Services currently requires Interact and its SDK. Native support for Chat via MS Teams will be implemented when Microsoft releases the according functionality for public use.
  • When a customer initiates a chat, the MS Teams Client will just show "Guest" instead of <UserName> (Guest) to the receiving user. → This is a confirmed Microsoft issue (ACS Teams Interop Bridge). We will continue to monitor this issue and remove this limitation once it has been resolved.  
     
 

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