Install Manual

Note Corporate license or higher.

Installation Prerequisites

The extension window can be deployed on the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. server, alternative this can also be a other server with IIS. The extension window has the following requirements:

 

Installation of the plugin

For the Extension Window to work a plugin needs to be loaded in the UCC.

Note If your plugin isn't in this list, then the information can be requested at the Support Team.

 

 

 

 

Extension window Installation

  1. Log in on the server on which the UCC service is running.

  2. Create a folder in the wwwroot folder and call this folder ‘CRMCasesExtension’. Copy the unzipped files from the extension windows package to this folder , e.g.:
    C:\inetpub\wwwroot\CRMCasesExtension’.

  3. Open IIS.

  4. In IIS choose option ‘Convert to Application’. A popup will appear.

  5. Click on the select button to choose the 'UCCServiceApplicationPool' application pool.

  6. Click on the ‘OK’ button.

  7. To verify select 'Browse *' on the right side of IIS.

 

Configure Extension window

Learn More

 

Configure when to open Extension window

Learn More

 

Configure UCC for Extension window

Make sure the following UCC Settings are "true" and the plugin is configured on SharePoint, Learn More:

  • UseCRM

  • UseStatistics

 

Installation of the Extension window for Lync and Skype for Business users

  1. Create an .reg file with the following code

    1. Replace the 'ucc.domain.com' with the correct FQDNFDQN 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].

    2. Verify the URL by opening it in a browser.

    Windows Registry Editor Version 5.00

    ;Start Office v15.0 settings

    [HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\LyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required.\Addins]

    [HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Lync\Addins\{683B0E00-AFE5-4277-BB53-E747883AC1BC}]

    "Name"="Cases CRMCRM stands for Customer Relationship Management and is a method/technology for managing your external interactions and relationships with customers. Integrate Anywhere365 with your CRM client to show customer information alongside your inbound and outbound interactions. extension"

    "InternalURL"="http://ucc.domain.com/CRMCasesExtension/CRMCasesExtensionWindowPage.aspx"

    "ExternalURL"="http://ucc.domain.com/CRMCasesExtension/CRMCasesExtensionWindowPage.aspx"

    "ExtensibilityWindowSize"=dword:00000002

    "DefaultContextPackage"=dword:00000000

    "ExtensibilityApplicationType"=dword:00000000

    [HKEY_CURRENT_USER\Software\Microsoft\Office\Lync\Security\Trusted Sites\ucc.domain.com\]

    "http"=dword:00000001

    "https"=dword:00000001

    ;End Office v15.0 settings

    ;Start Office v16.x settings

    [HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Lync\Addins]

    [HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Lync\Addins\{683B0E00-AFE5-4277-BB53-E747883AC1BC}]

    "Name"="Cases CRM extension"

    "InternalURL"="http://ucc.domain.com/CRMCasesExtension/CRMCasesExtensionWindowPage.aspx"

    "ExternalURL"="http://ucc.domain.com/CRMCasesExtension/CRMCasesExtensionWindowPage.aspx"

    "ExtensibilityWindowSize"=dword:00000002

    "DefaultContextPackage"=dword:00000000

    "ExtensibilityApplicationType"=dword:00000000

    [HKEY_CURRENT_USER\Software\Microsoft\Office\Lync\Security\Trusted Sites\ucc.domain.com\]

    "http"=dword:00000001

    "https"=dword:00000001

    ;End Office v16.0 settings

  2. Run the .reg file when signed in as the user. (with Elevated Rights)

Note After running the registry settings file, it is a good practice to shut down and restart the Skype for Business client. Otherwise Skype for Business might not use the changes caused by the registry file in a proper way.

TipIf the user cannot run the registry key and you need to run as another user. You can replace "HKEY_CURRENT_USER" "HKEY_USERS\<USER_SID>". You can find the User_Sid with the command:

whoami /user

If command prompt is blocked, you can also determine a user’s SID by executing the following command as an admin:

wmic useraccount get name,sid

Or look it up in the registry as an admin:

Go to:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList

And check the ProfileImagePath values

 

(Optional) Set Elevated Trust Setting on Agent Client

Note These steps need to be performed to:

  • Open links in your standard browser

  • Download files, for example in the Email Dialogue Provider

  1. Run the following reg key on the clients of the Agent

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\Software\Microsoft\Silverlight\]

"AllowElevatedTrustAppsInBrowser"=dword:00000001

[HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Silverlight\]

"AllowElevatedTrustAppsInBrowser"=dword:00000001

 

(Required for Elevated Trust) Deploy certificate

  1. Request certificate at WORKSTREAMPEOPLE

  2. Run the certificate

  3. Select Install Certificate

  4. Select Local Machine

  5. Place in Certificate store "Trusted Publisher"