Install CRM Service for Topdesk

Introduction

The Topdesk CRM Service is used to retrieve relevant information about the caller (inbound)\ Callee (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 Topdesk rest services. Normally the CRM Service wil be used in combination with the the WebAgent. The Topdesk Crm Service currently supports 2 Topdesk rest API versions.

 

Dependencies

• The TopDesk CRM Service package

  Note: This CRM Service was tested against Topdesk version: TOPdesk 11.01.023 (SAAS) and Topdesk API version: 3.3.0

  Note the dependencies in the package)

  • ListsPlugin 2.0.0 (Used for processing sharepoint data)

  • NLog 4.6.8 (Used for logging)

  • Newtonsoft.json (Used for JSON serialization)

  • Google.LibPhonenumber 1.0.0 (Used for checking the phone number format)

  • Microsoft.IdentityModel 7.0.0 (Used for token authentication)

  • Polly 7.2.1 (Used to handle a fault tolerant REST API calls)

• Valid Topdesk credentials to access the Topdesk Api for data retrieval.

• The Crm Service will be hosted in IIS (Microsoft Windows Server)

 

Requirements

• UCC 8.1.0.41554 or higher

• ListsPlugin 2.0.0 (Dlls in package are still numbered as 1.0.0)

• .Net 4.7.1 (C# 7.0 Compliant) or higher

• .Net Core 2.1 or higher (Be aware that Core 2.2 and higher 2.x versions have reached end-of-life End-of-life (EOL) is used to describe a software version, that is no longer supported and therefore has reached the end of the defined support period., but 2.1 isn't. Update to 3.x if you want to go higher then 2.1)

 

Start with Installation

Follow the instructions below to install the CRM Service for TopDesk.

 

Add PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add the following mandatory setting

   Setting	Description	Value	Scope
   TopDeskUrl	Url to the Topdesk environment. Necessary to connect to the Topdesk rest services.	...	CrmService
   Username	Username of the Service Account used to access the Topdesk API.	...	CrmService
   ApplicationPassword	Password of the Service Account used to access the Topdesk API. Note: Encrypt with the A365 password tool.	...	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]/CrmServiceTopDesk 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/CrmServiceTopDesk	WebAgentService