Skype [v4.6.1]

For versions:4.6.1

This section describes for how to manage channel connector (Integrating between channels that will be used by users with 3Dolphins (Bot and Omnichannel contact center). This below contains instructions on how to access Channel Connector.

  • Login as “Administrator“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
  • Select “Integration” menu and then select the “Channel Connector” menu,
  • 3Dolphins will redirect you to channel connector page,

Create a Bot With Microsoft Bot Framework and Microsoft Azure

  • Check term of service microsoft azure, click ‘Save‘ button
  • In the bot framework page, fill out bot profile,
  1. Display Name : A friendly name for your bot (Fill in the display name for the Bot with 35 characters limit).
  2. Bot Handle : Used in the URL for your bot (Fill in the bot handle with alphanumeric and underscore only character). Cannot be changed once registered.
    For Example ‘AA7788988800CC88’ and the URL will become ‘https://dev.botframework.com/bots/settings?id= AA7788988800CC88
  3. Bot Description : Displayed on your card in the bot directory, if you choose to list it there.
  • On the configuration section, click ‘Manage Microsoft ID and Password‘ button,
  • In the App registration page, click ‘New Registration‘,
  • Enter your application’s registration information :
  1. Name : Enter a meaningful application name that will be displayed to the users.
  2. Select Accounts in any organizational directory option from Supported account types section.
  • Click ‘Register‘ button to create the application,
  • After a few moments, the newly created app registration should open a blade. 
  • Back to bot framework, in the configuration section, paste your App id,
  • Go the bottom of page, check on the ‘Term and Condition‘ and click ‘Register‘ button,
  • Create and registered Bot success.
  • After you register the bot, it will redirect the page to the channels list, Please add the Skype Channel by click the Skype icon,
  • After click the Skype channel, it will open Page “Configure Skype”, Please click the ‘Save‘ button,
  • On the pop up, check the ‘Term of Service‘ and then click ‘Agree‘ button,
  • The Skype channel should be added in the list,
  • Back to Microsoft Azure, click on ‘Certificates & secrets‘ in the left navigation column of your app registration’s blade.
  • In that blade, click the ‘New client secret‘ button. In the dialog that pops up, enter an optional description for the secret and select ‘Never‘ from the Expires radio button group, and then Click ‘Add‘ button,
  • Copy your secret’s value from the table under Client secrets and paste it into the Password field for your application, and click OK at the bottom of that blade. Then, proceed with the bot creation.

How to Create New Skype Channel

This section describes for how to mechanism for add skype channel, by doing the following steps :

  • Login as “Administrator“, for the 3Dolphins SRM login mechanism, do the steps described on the “Login” page,
  • Click the “Integration” menu in the main menu and selecting “Channel Connector” to create and manage channels account.
  • On the channel connector page, click “plus” button in the skype channel,
  • 3Dolphins will be redirect you to pop up channel setting appears,

Field Explanation :

  1. App Name : The name of the application on the App Registration.
  2. App ID : The ID of the application on the App Registration.
  3. App Password : The password of the application on the Client Secret.
  • Add channel skype successfully,

Channel component explanation :

  1. App Name : The name of our Skype App.
  2. Channel ID: Channel Id
  3. Channel URL Edit Button : Click to edit channel URL. If connecting with proxy, please adjust the URL accordingly.
  4. Channel URL Copy Button : Click to copy channel URL to clipboard.
  5. Delete Button   : Click to delete the channel.
  6. Onlline / Offline Button : Click to turn on or turn off channel. Red means offline channel and green means online channel.
  • Make sure channel url has been added port,
    Hover on top of channel name to view the channel port, see the image below.
  • Update the url channel (adding a port be obtained ‘31013‘). See the image below,
  • Copy and paste public URL for your configuration ‘Messaging Endpoint‘.
  • Do also copy and paste the callback URL to the Dashboard skype channel which can be found on the channel and click ‘Channel URL’. See image below.
  • and then, click ‘Save Changes‘ button,

Create New Skype Account

  • Go to skype.com
  • On the top right corner, click ‘Sign In’ and on the dropdown menus, click ‘Sign Up’,
  • You will be prompted to create a new account using your phone number.
  • Or, you can create a new account using your email.
  • Create a password, click ‘Next’.
  • Enter your first name and last name, click ‘Next’
  • To verify your email, enter the code that has been sent to your email, click ‘Next‘,
  • Enter character to proceeding creating your account, click ‘Next
  • After the character is successfully entered, you will be delivered to a new page on web.skype.com, where you can directly use Skype features such as sending messages, making voice or video calls.

How to Add New Skype Channel Rule

This section describes for how to be able to run the skype channel and how the chat customer can be entered as a ticket to the “Assigned” tab Agent, make a rule first by doing the following steps

  • First, click the “Customer Service” menu in the main menu and selecting “Rule Management” to create and manage skype channel that have been created.
  • 3Dolphins will redirect you to rule management page,
  • On the rule management page, click “New Rule” button,
  • 3Dophins will be redirect you to pop up add new rule, select the live chat channel was the created (example : ‘Skype Venom‘),
  • Enter Rule Name,
  • Select rule group,
  • Enter max assignment, click “Save” button,
  • Add rule channel email successfully, 3Dolphins will be redirect you to rule management page,
  • Add team member, click “Plus” button,
  • 3Dolphins will be redirect you to pop up add team member,
  • Search member will be added (Example search member name ‘Mira‘), to add team member click “Plus” button,
  • Added team member successfully,

Result of Create New Skype Channel

  • Click enable toggle to activate skype channel has been added,
  • On the channel bot, select and click channel ‘Skype’,
  • On the screen, click ‘Add to Contacts’ button,
  • Pop up appear, click ‘Open Skype‘ button,
  • On the skype account, to view response of bot, enter your message.
Display Chat Bot with Customer in the Skype for Desktop Application
Display Chat Bot with Customer in the Skype for Mobile Application
  • Chat customer can be entered as a ticket to the “Assigned” tab Agent,
If you login as ‘Agent‘, make sure agent status is ‘Available‘.
  • If the bot cannot respond to your customer’s chat, make sure that the ‘VenomBot‘ channel has been added to the ‘Channel Deployment‘ feature by taking the following steps:
  1. Go to ‘Bot Setting’, on the dropdown menus select ‘Bot Manager’,
  2. On the ‘Bot Manager‘ page, select bot and click ‘Channel Deployment’,
  • On the pop up channel deployment, Add ‘VenomBot‘ channel on the ‘Available Channel’,
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