On Premises

Link UCC to WebAgent

Note: An additional Anywhere365 WebAgent license is required.

Introduction

For 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. functionality to be used in the WebAgent a link must be made first.

 

Requirements

  • WebAgent Service deployed and configured, Learn More

  • ListsPlugin deployed and configured, Learn More

  • EventForwarder Plugin deployed and configured for WebAgent, Learn More

  • ApiPlugin deployed and configured, Learn More

  • CallControls Plugin deployed and configured, Learn More

 

Add Plugin Settings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings:

Setting

Value

Scope

ListsEndpoints

http://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/settings

Note: URL needs to be accessible from the UCC Service to the WebAgent Service.

If on the same machine, you can use localhost.

ListsPlugin

PollingIntervalMinutes

15

ListsPlugin

 

See the UCC logs to verify if the ListsPlugin is loaded and is sending data.

Copy
Logs
2019-04-18 14:59:59,563 [32] tx INFO  - ListsPlugin ListsPluginConfiguration
2019-04-18 14:59:59,563 [32] tx INFO  - ListsPlugin ListsPluginConfiguration Update
2019-04-18 14:59:59,579 [32] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest INFO  - ListsPlugin SendNew [1] 1.1.7 ucc_ 65d84f1b-48d1-4303-aacd-dfd97a423975

As a result the UCC should show-up in the Manage Profile section of the WebAgent