Enabling Skype for Business on-premises in a chatbot application

You can use Skype for Business on-premises as one of the communication channels for chatbot applications so that the on-premises users can connect to BMC Helix Chatbot. The configuration for BMC Helix Chatbot to work with Skype for Business on-premises is a tenant-level configuration. If you have multiple chatbots, you must configure Skype for Business on-premises for each chatbot.

Important

End users can use Skype for Business on-premises for one-to-one instant messaging only. Other Skype for Business on-premises features such as group conversations and conference calls are not supported.

Before you begin

Ensure that Skype for Business Server 2015 or higher is installed on-premises.
Use an existing contact or add a new contact in Skype for Business on-premises that end users can connect to.
For example, if you want to connect to the HR Chatbot from Skype for Business on-premises, create a contact HR-Bot.
Important
If you want to configure Skype for Business on-premises for multiple chatbots, you must create a new contact for each chatbot.
Ensure that you have the Lync Autodiscover URL that is accessible to the BMC Helix Platform server. For more information about getting the Lync Autodiscover URL, see Autodiscover service requirements in Microsoft documentation.
If you are using a secured connection (https), ensure that your Skype for Business server has the certificates issued by Certificate Authorities (CAs). For more information, see Environmental requirements in Microsoft documentation.

Process for enabling Skype for Business on-premises in a chatbot application

Task	Action	Description	Reference
1	Create a chatbot for your line of business	In BMC Helix Innovation Studio, create a specialized chatbot for your line of business. If you want to use localization, create a chatbot for each locale.	Setting-up-chatbots-for-your-line-of-business
2	Configure the IBM Watson Assistant service credentials	In BMC Helix Innovation Studio, provide the Skill ID of IBM Watson Assistant Skills, so that the BMC Helix Cognitive Automation can connect to the Watson Skills. Additionally, if you want to use localization, provide the IBM Watson Assistant Skill ID for each locale.	To configure the Skill ID for a chatbot
3	Configure the chatbot to work with Skype for Business on-premises	In BMC Helix Innovation Studio, provide the Skype for Business on-premises credentials.	To configure a chatbot application to work with Skype for Business on-premises

To configure a chatbot application to work with Skype for Business on-premises

Log in to BMC Helix Innovation Studio.
On the Workspace tab, click the application in which you want to configure a chatbot to work with Skype for Business on-premises.
Click the Chatbots tab and click the chatbot that you want to configure to work with Skype for Business on-premises.
Click the Channels tab, and select New > Skype for Business On-premises.

In the Skype for Business On-premises settings section, enter values for the following fields:

Field	Description
Description	Enter the description that provides details about this setting.
Discovery URL	Enter the complete Lync Autodiscover URL with the domain in the following format: http://lyncdiscover.domain.com
Chatbot User Name	Enter the user name that you use to sign in to the Skype for Business on-premises client. Typically the format is domain\user or user@domain.com Example: calbro\hrbot or hrbot@calbro.com Image of the username that you must enter
Chatbot User Password	Enter the password that you use to sign in to the Skype for Business on-premises client.
Locale	Enter the locale code of the chatbot application. Example: If you want to enter the Chinese locale, enter zh-CN.

Click Save.

If the credentials provided are correct, the settings are saved and the status of the contact that you added in Skype for Business on-premises changes to Available. If the credentials are incorrect, the settings are not saved and the contact continues to be offline.

The following image is an example of configuring an HR chatbot application to work with Skype for Business on-premises:

Localization of the chatbot application configured with Skype for Business on-premises

Administrators can use one of the following methods to localize chatbot conversations:

Troubleshooting

The following table provides the troubleshooting steps for common scenarios:

Scenario	Troubleshooting steps
The chatbot status is offline or away. The chatbot is not responding.	The chatbot status can be offline if BMC Helix Chatbot cannot connect to the Skype channel. For example, when the Skype server is in its maintenance window. Re-register the chatbot application with the Skype server by performing the following steps: In BMC Helix Innovation Studio, navigate to Workspace > Chatbots > Channels > Skype for Business On-premises section. To unregister the chatbot application from the Skype server, click Cancel Skype Server Registration. To register the chatbot application with the Skype server, click Register with Skype server.

Scenario

Troubleshooting steps

The chatbot status is offline or away.
The chatbot is not responding.

The chatbot status can be offline if BMC Helix Chatbot cannot connect to the Skype channel. For example, when the Skype server is in its maintenance window.

Re-register the chatbot application with the Skype server by performing the following steps:

In BMC Helix Innovation Studio, navigate to Workspace > Chatbots > Channels > Skype for Business On-premises section.
To unregister the chatbot application from the Skype server, click Cancel Skype Server Registration.
To register the chatbot application with the Skype server, click Register with Skype server.