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Install CRM Service for SQL Server

Introduction

Below in instructions to install the CRM Service for SQL Server.

This service can be additional configured by added optional settings, Learn More

 

Installation

Add PluginSettings

  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). 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. Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings

    Setting

    Value

    Scope

    ConnectionString

    Encrypted Connectionstring to make contact with the database

    CrmService

    BaseContactQuery

    Mandatory query used for the retrieval of contacts:

    Select Top (100) {0} From Contact Where {1}

    CrmService

    BaseLeadsQuery

    Mandatory query used for the retrieval of contacts:

    Select Top (100) {0} From Contact Where {1}

    CrmService

 

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    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]/CrmService

    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 https://fqdn/CrmService or https://fqdn/CrmServiceSQL

    WebAgentService