Install SugarCRM plugin

Installation of the plugin

  1. Log in on the server on which the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. service is running.
  2. Go to the plug ins folder (‘DRIVE:\program files\anywhere365\plugins\'). If it doesn't exist, create it.
  3. Create a folder "SugarCRMPlugin" for the plugins folder.
  4. Copy the dlls and included config files from the plug in package to this folder.

    Note In case the folder is already created and the plug in is in use by the UCC, the UCC will have to be stopped (check if stopping of the UCC is allowed).

  5. Open file ‘Config.xml’ for editing purposes.

    Tip First make a backup of the file to prevent problems!

    6.3: C:\ProgramData\Anywhere365\CoreThe Core is the center of Anywhere365. It manages all the Dialogues.\Service\UnifiedContactCenterService\Config.xml

    6.0: C:\Program Files\Anywhere365\Core\Config.xml

    5.0: C:\Program Files\UCC\Config.xml

  6. Add '<PluginsPath>DRIVE:\Program Files\Anywhere365\</PluginsPath>' below the License.
    This new field should refer to the folder where all plug ins are stored.
    The top of the config.xml should contain:

    <?xml version="1.0" encoding="UTF-8"?>

    <config version="1.5">

    <License>license.key</License>

    <PluginsPath>C:\Program Files\Anywhere365\</PluginsPath>

  7. Add "CrmCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way." value below ‘SettingsURL’ of the UCC.

    <Crm path="plugins\SugarCrmPlugin\" name="SugarCrmPlugin">SugarCrmPlugin.dll</Crm>

  8. Verify the path of plugin path with the Crm path.
  9. The UCC part in the config.xml should look like

<UnifiedContactCenterName="ucc_app">

<SettingsProvider>sharepoint</SettingsProvider>

<SettingsUrl>http://domain.com/sites/ucc/ucc_</SettingsUrl>

<Crm path="plugins\SugarCrmPlugin\" name="SugarCrmPlugin">SugarCrmPlugin.dll</Crm>

</UnifiedContactCenter>

Note Please note that it is necessary to restart the UCC service in order for the UCC service to use the plugin.

Configuring the UCC SharePoint settings

UCC Settings

  1. In your browser go the UCC SharePoint site.
  2. Click on ‘Settings’.
  3. Add setting ‘UseCRM’ with value 'True'.
  4. Add setting ‘UseStatistics’ with value 'True'.

 

PluginAttributes and PluginSettings list

The configuration of the plugin is stored in the PluginAttributes and the PluginSettings lists. These lists can be created by using PowerShell scripts in the plugin package. The settings can be imported from 2 csv files. Unzip the plugin package and go to the install folder. Run the PowerShell script A365_CreateLists.ps1 to create the lists and import the settings from the files. File properties.ps1 can be used to enter the SharePoint account credentials and url of the UCC SharePoint site:

  • $inputSiteUrl: The url to the UCC SharePoint site

  • $inputUsername: Username of the SharePoint account that is used to create the site.

  • $inputPassword: Password of the SharePoint account that is used to create the site.

Note Please note that it could be necessary to restart the UCC service in order for the UCC service to use the new settings.