Dialogue Cloud

Install CRM Service for Afas Profit

The Afas Profit CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by 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). An 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.. The CRM Service retrieves contact info regarding the caller and the related relevant cases from the Afas Profit rest services. Normally the CRM Service will be used in combination with the Web Extension Window or the WebAgent.

Note: A CRM connector license specific to each data source is required.

Start with Installation

Follow the instructions below to install the CRM Service for Afas Profit.

Add PluginSettings

The Afas Profit CRM Service uses two lists in SharePoint for its configuration: PluginSettings and PluginAttributes. Only 3 PluginSettings are mandatory to enable the CrmService with its default configuration:

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory settings

    Setting

    Value

    Scope

    Token

    Afas uses security tokens to retrieve information from Afas rest services. The Afas services only used to retrieve data are called Get Connectors. The token is used to validate the request. The token has to be encrypted with the A365 password tool.

    CrmService

    ConnectorRestServiceBaseUrl

    The Afas Online environment to which the A365 CRM Service has to connect to retrieve data.

    CrmService

    Insite

    Url of Afas Insite. Insite is the web application used to access Afas.

    CrmService

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following mandatory setting
  4. Setting Value Scope
    CrmServiceUrl 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]/CrmServiceAFAS
    Note: URL needs to be accessible from the WebAgent API service to the CRM Service.
    Note: The CrmService name could be different if a custom name was provided so could be httsp://fqdn/CrmService or https://fqdn/CrmServiceAFASProfit
    WebAgentService

Proceed with Afas Profit Configuration for the Anywhere365 CRM Service to learn how to create the Get Connectors and how to create the authentication token.

This service can be additional configured by added optional settings, see Additional configuration for the Plugin Attributes defaults and base query settings.