WebAgent FAQ

A:Cause:

Agent is signed in to Office365 with multiple identities (e.g. domain1.com in outlook; and domain2.com in teams), and Microsoft returns an identity that is different from the identity entered as the sign-in address in the WebAgent (e.g. sign-in address is domain2.com but microsoft returns identity of domain1.com).

So far this only occurs when Agents login to the WebAgent embedded in CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers..

Resolution:

Clear browser cache and try again. If you login with the correct Microsoft Identity the first time you login to Office365, it should work as expected.

A: First make sure you are setup as an Agents

Next make sure your 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. is sending the right information to the WebAgent Service by checking the ListsEndpoints settings, see: Link UCC to WebAgent

Finally you can verify if your domain is connected to the right WebAgent Service, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "webagent".

5. Look at the preview of the second event named "webagent", in here you will see your WebAgent Service URL

This should match with your settings

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for DCI, see: Configure Direct Call Interceptor / Outbound Calling for WebAgent

Finally you can verify if your UCC is capable of DCI, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for dci should be true.

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for Call Controls, see: Configure Remote Call Controls for WebAgent

Finally you can verify if your UCC is capable of remote call controls, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for remote should be true.

A: This could be because the WebAgent Service cannot reach the Attendant Service. Make sure this is configured correctly, see: Add Plugin Settings

A: This could be because the WebAgent Service cannot reach the Call Property Service Make sure this is configured correctly, see: Add Plugin Settings

Additionally make sure your Call Property Service is configured correctly, see: Install Call Property Service

A: Please see our Errors and Solutions list if your error is similar to one mentioned here, see: WebAgent Errors & Solutions

A: Only direct inbound audio conversations (Inbound intercepted) missed by the agent are shown here. This does not include hunts or regular incoming UCC conversations. For more information about, see: Interceptor

A: The WebAgent client uses the mobile and business phone fields in Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD). If a contact does not have a phone number in either field, “No Valid Endpoints” will be displayed. For more information about, see: How to manage user profile information in the Microsoft Entra admin center - Microsoft Entra

A: The WebAgent retrieves users and contacts through Microsoft Graph (Azure AD), including Personal Contacts. To add a Personal Contact, follow these steps:

1. Open your Outlook client.

2. Switch to the People tab.

3. Select New Contact and enter the contact details.

A: There could be two reasons for this:

1. The personal contact does not have an email address.

2. Microsoft has not finished synchronizing your contact list. Please allow up to 24 hours for synchronization.

A:Cause:

Your referrer property has not been correctly entered in your OpenFrame URL.

Resolution:

Please follow the steps on how to Configure ServiceNow app for WebAgent

A:Cause:

Most likely the signed in user doesn't have the right Identity Role (LIVE_ACTIVITY_CENTER)

Resolution:

Please follow the steps on how to Configure WebAgent for SAP C4C CTI

A: Cause:

This is because Microsoft Teams closes tabs that aren't active. When switching back to the WebAgent tab, the WebAgent needs to retrieve the information from the service again.

Resolution:

While you cannot change this behavior in Microsoft Teams, you can choose to pop-out the WebAgent app . The WebAgent will now remain open while switching between tabs in Microsoft Teams.