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Install WebAgent Service

The WebAgent Service is used for communication between the WebAgent FrontEnd and Anywhere365 components. This installation is not the installation of the WebAgent FrontEnd itself which is globally hosted and managed by Anywhere365.

Note: An additional Anywhere365 WebAgent license is required.

Requirements

  • EventForwarder Plugin installed and configured for WebAgent, Learn More

Installation

Configure UCC

  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). A 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
AttendantServiceUrl

http(s)://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.

 WebAgentService
DashboardServiceUrl

http(s)://fqdn/dashboardservice

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

WebAgentService
CallPropertyServiceUrl

http(s)://fqdn/CallPropertyService

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

 WebAgentService
TimelineServiceUrl

http(s)://fqdn/UniversalTimelineService

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

WebAgentService
Uri

http(s)://fqdn/webagentservice

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

 WebAgentService