WebAgent FAQ

A: Cause:

Agent is signed in to Office365 with multiple identities (e.g. domain1.com in outlook; and domain2.com in teams), and Microsoft returns an identity that is different from the identity entered as the sign-in address in the WebAgent (e.g. sign-in address is domain2.com but microsoft returns identity of domain1.com).

So far this only occurs when Agents login to the WebAgent embedded in CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers..

Resolution:

Clear browser cache and try again. If you login with the correct Microsoft Identity the first time you login to Office365, it should work as expected.

A: First make sure you are setup as an Agent, Learn More

Next make sure your 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. is sending the right information to the WebAgent Service by checking the ListsEndpoints settings, Learn More

Finally you can verify if your domain is connected to the right WebAgent Service, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "webagent".

5. Look at the preview of the second event named "webagent", in here you will see your WebAgent Service URL

This should match with your settings

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for DCI, Learn More

Finally you can verify if your UCC is capable of DCI, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for dci should be true.

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for Call Controls, Learn More

Finally you can verify if your UCC is capable of remote call controls, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for remote should be true.

A: This could be because the WebAgent Service cannot reach the Attendant Service. Make sure this is configured correctly, Learn More

A: This could be because the WebAgent Service cannot reach the Call Property Service Make sure this is configured correctly, Learn More

A: Please see our Errors and Solutions list if your error is similar to one mentioned here, Learn More

A:Cause:

Your referrer property has not been correctly entered in your OpenFrame URL.

Resolution:

Please follow the steps on how to configure the ServiceNow App,

A:Cause:

Most likely the signed in user doesn't have the right Identity Role (LIVE_ACTIVITY_CENTER)

Resolution:

Please follow the steps on how to configure the SAP C4C CTI

A: Cause:

This is because Microsoft Teams closes tabs that aren't active. When switching back to the WebAgent tab, the WebAgent needs to retrieve the information from the service again.

Resolution:

While you cannot change this behavior in Microsoft Teams, you can choose to pop-out the WebAgent app . The WebAgent will now remain open while switching between tabs in Microsoft Teams.