On Premises

Install WebAgent Service

The WebAgent Service is used for communication between the WebAgent FrontEnd and Anywhere365 server components. This installation is not the installation of the WebAgent FrontEnd itself which is globally hosted and managed by Anywhere365.

Note

An additional Anywhere365 WebAgent license is required.

Prerequisites

Installation

Deploy package

  1. Unzip the Anywhere365 WebAgent Service package

  2. Edit the properties.ps1

    1. Domain = Domain of the install account

    2. UserName = Username of the install account

  3. Run installWebAgentService.ps1 in PowerShell as administrator

Check if webservice is available from the device the agent will be using: https://FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/WebAgentService/api/v1/

Note

The webservice needs to be available over HTTPS from the internet (Agent -> WebAgent FrontEnd -> WebAgentService), without errors and a valid certificate.

You should get an empty page. You can verify this by opening Developer Tools in your browser and check the network tab.

In here your should get a 200 OK response.

Note

This webservice URL needs to be shared with your Anywhere365 representative to be white listed.

Deploy Bundle Manifest

  1. Each bundle package contains a "manifest_bundle.json" file.

  2. Copy this file to the configured directory:

  3. Copy
    Default path
    C:\inetpub\wwwroot\WebAgentService\App_Data\

Add Plugin Settings

  1. Open 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. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

Setting Value Scope
AttendantServiceUrl

http(s)://fqdn/attendantservice

Note

URL needs to be accessible from the WebAgent API service to the Attendant Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
DashboardServiceUrl

http(s)://fqdn/dashboardservice

Note

URL needs to be accessible from the WebAgent API service to the Dashboard Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
Uri

http(s)://fqdn/webagentservice

Note

URL needs to be accessible from the UCC Service to the WebAgent API service.

Warning

It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

WebAgentService
Setting Value Scope
AttendantServiceUrl

http(s)://fqdn/attendantservice

Note

URL needs to be accessible from the WebAgent API service to the Attendant Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
DashboardServiceUrl

http(s)://fqdn/dashboardservice

Note

URL needs to be accessible from the WebAgent API service to the Dashboard Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
CallPropertyServiceUrl

http(s)://fqdn/CallPropertyService

Note

URL needs to be accessible from the WebAgent API service to the Call Property Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
TimelineServiceUrl

http(s)://fqdn/UniversalTimelineService

Note

URL needs to be accessible from the WebAgent API service to the Universal Timeline Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
Uri

http(s)://fqdn/webagentservice

Note

URL needs to be accessible from the UCC Service to the WebAgent API service.

Warning

It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

WebAgentService

For the Dialogue Manager related settings, see: Install Dialogue Manager

Setting Value Scope
AttendantServiceUrl

http(s)://fqdn/attendantservice

Note

URL needs to be accessible from the WebAgent API service to the Attendant Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
DashboardServiceUrl

http(s)://fqdn/dashboardservice

Note

URL needs to be accessible from the WebAgent API service to the Dashboard Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
CallPropertyServiceUrl

http(s)://fqdn/CallPropertyService

Note

URL needs to be accessible from the WebAgent API service to the Call Property Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
TimelineServiceUrl

http(s)://fqdn/UniversalTimelineService

Note

URL needs to be accessible from the WebAgent API service to the Universal Timeline Service.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

WebAgentService
Uri

http(s)://fqdn/webagentservice

Note

URL needs to be accessible from the UCC Service to the WebAgent API service.

Warning

It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

WebAgentService

Note

Whereas the public facing URL to WebAgentService should only be available over https (Agent -> WebAgent FrontEnd -> WebAgentService), the internal components (Core -> WebAgentService or DialogueManager -> WebAgentService) can and should still access the webservice over HTTP.

Configure Server Role

  1. Connect to the server where the WebAgent API is installed

  2. Open Turn Windows features on or off

  3. Add websocket protocol role