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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

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

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

 

Requirements

 

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