Dialogue Cloud

WebAgentService Plugin Settings Overview

Note: An additional Anywhere365 WebAgent license required.

Note: An Enterprise license or higher is required to access these features.

Introduction

Below an overview of the available settings for the WebAgentService.

 

Plugin Settings

Setting

Value

Description

AttendantServiceUrl

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]/attendantservice

Note URL needs to be accessible from the WebAgent API service to the Attendant Service.

If on the same machine, you can use localhost.

The URL used by the WebAgentService to contact the Attendant Service.

ClassificationRequired

TRUE/FALSE

Default: False

Classification can enriched the your data. To make sure this is executed, the setting "ClassificationRequired" to make this mandatory.

CrmServiceUri

https://fqdn/CrmServiceDynamics365

Note: URL needs to be accessible from the WebAgent API service to the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service.

Note: The CrmService name could be different if a custom name was provided so could be https://fqdn/CrmService

The URL used by the WebAgentService to contact the CRM Service.

DashboardServiceUrl

https://fqdn/dashboardservice

Note URL needs to be accessible from the WebAgent API service to the Dashboard Service.

If on the same machine, you can use localhost.

The URL used by the WebAgentService to contact the Dashboard Service.

DciSkill

Name of the Skill used for DCI.

Example: DCISkill

Used to define the Skill name that will be used to perform DCI (Direct Call Interceptor The Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents.) calls in 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..

DefaultPhoneNumberRegion

A valid region/country code, eg "NL" or "US"

Default: ZZ

The region/country code to be used when parsing phonenumbers.

If the setting is not set in the UCC, then it is set to the default region "ZZ".

CallPropertyServiceUrl

https://fqdn/CallPropertyService

Note URL needs to be accessible from the WebAgent API service to the Call Property Service.

If on the same machine, you can use localhost.

The URL used by the WebAgent Service to contact the Call Property Service.

TimelineServiceUrl

https://fqdn/UniversalTimelineService

Note URL needs to be accessible from the WebAgent API service to the Timeline Service.

If on the same machine, you can use localhost.

The URL used by the WebAgentService to contact the Universal Timeline Service.

Uri

http://fqdn/webagentservice

Note URL needs to be accessible from the UCC Service to the WebAgent API service.

If on the same machine, you can use localhost.

Warning: A domain can only connect to a single WebAgent Service. When running multiple UCC's Services, need to connect to the same WebAgent Service.

The URL used by the UCC to reach the WebAgent Service.

EnableRecordingControl

true/false (default is true)

Note: Introduced in DC2022.02

If set to false the recording call controls are hidden