How to uninstall CRM Service

The following steps describe how to uninstall 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, which was used to retrieve customer records from your CRM back office system to be displayed in the Anywhere365 Webagent.

Because CRM Service is a web service, there are two places where there is data, that needs to be removed: Internet Information Services Manager (IIS) and the actual folder. There is also data about it stored on the 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. SharePoint Site, where Plugin settings and Plugin attributes have been defined during the installation process.

Remove data that was stored for the CRM Service at the following server locations and in SharePoint:

Server Uninstall

Step 1 The default installation path is C:\inetpub\wwwroot\CrmServiceV2 (or CrmService)

Step 2 Remove the folder for CrmService

Tip: If it is not found and there is nothing indicating that this is the location of the Crm Service, find the CrmService application in IIS and click on Explore to see the reference files.

IIS Uninstall

Step 1 Click on the Windows button and then start typing "IIS" to find the IIS Manager. In Internet Information Services (IIS) Manager window, click on the server name to get two options, Application Pools and Sites.

Step 2 Select Sites to open the Default Web Site option below. Default Web Site will show a list of all registered web applications on this server.

Step 2 Scroll to the one named CrmServiceV2 (or CrmService) to remove it with the right click option - Remove.

If you could not find the install folder before, right click on CrmService and choose explore, this will take you to the folder. You can also remove the service from IIS via the right click menu, as there is also an option for remove.

Step 3 Next check the application pools section to see if there is an application pool with zero instances and the name CrmServiceV2 (or CrmService). If this is the case you can delete this application pool. If the name does not exist, it was running on another application pool so no further action is required. If there is an application pool CrmV2ApplicationPool (or CrmApplicationPool) but the number is higher than zero then other web applications are using this application pool, so in this case leave it alone. If you could not delete the install folder before, you should be able to do so now, so if you have not performed this step do this now. This concludes the physical removal of the CRM Service.

SharePoint Uninstall

Navigate to the UCC SharePoint Site. If you do not know the url, you can find this in the config.xml in the install folder of the UCC.

Step 1 There are two places to check on this SharePoint site, PluginSettings list and PluginAttributes list, which are both in the category UCC Config.

Step 2 Remove all attributes under PluginAttributes that have the scope CrmService.

Step 3 Remove all settings under PluginSettings that have the scope CrmService.

Step 4 Check under scope WebAgentService if you find a connectionstring, that is used to connect to the Crm Service.

Step 5 Remove the connectionstring

Result: With all these references removed the uninstall of the Crm Service is complete.