Install CRM Service for AFAS

The Service for AFAS is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the . The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the Dialogue Cloud WebAgent.

Note

An additional Dialogue Cloud WebAgent for Voice or for Omnichannel license is required.

Note

A CRM connector license specific to each data source (Database or CRM backend platform) is required.

Dependencies

An AFAS Profit environment with Connectors Anywhere365_OrgPerson, Anywhere365_Contacts and Anywhere365_Cases should be created and configured in Afas Profit

AFAS Configuration for the AnywhereNow CRM Service

Using the GCN files containing the AFAS Get Connector definitions
A valid Afas Profit security token to access the AFAS Get Connectors for data retrieval

Received during: Step 3: Create an authentication token

Follow the instructions below to install the CRM Service for AFAS Profit.

Deploy package

Unzip the CRM Service package from the Package
Edit the properties.ps1
- Domain = Domain of the install account
- UserName = Username of the install account
Run InstallCrmService.ps1 in PowerShell as administrator

(Optional) More than one CRM Service - use the CRM Service variable

Used in file: properties.ps1

$crmservice = "CrmService"

The variable $crmservice allows you to change the name under which the CRM Service will be installed in IIS, as well as it’s folder name in wwwroot.

If you need to have more than one CRM Service on a server or want to make clear which CRM Service is installed you can alter this value to suit your needs. All CRM Services fall under the applicationpool CrmApplicationPool.

Configure Plugin

Deploy plugin

Unzip the AfasProfit package
Paste the AfasProfit folder inside the Plugin folder of the CRM Service:
Default path
```
C:\inetpub\wwwroot\CrmService\Plugins
```

Activate plugin

Open the CrmConfiguration.yaml

Default path

C:\inetpub\wwwroot\CrmService\CrmConfiguration.yaml

Change the description to:
CrmConfiguration.yaml
```
# Plugin
description: AfasProfit
```

Change the useSharePoint to:

CrmConfiguration.yaml

# Use SharePoint to get configuration
useSharePoint: true

Add Endpoint

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Add CRMService settings endpoint to ListsPlugin ListsEndpoints

Note

Add to the existing item and separate with "Enter".

Setting	Value	Scope
ListsEndpoints	http:///webagentservice/api/v1/settings http://FQDN/CrmServiceAfasProfit/api/v1/settings Note The CrmService name could be different if a custom name was provided during install so could be http://fqdn/CrmService or http://fqdn/CrmServiceAfasProfit. We advice to always install this service as http://fqdn/CrmServiceAfasProfit Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.	ListsPlugin

Setting

Value

Scope

ListsEndpoints

http:///webagentservice/api/v1/settings

http://FQDN/CrmServiceAfasProfit/api/v1/settings

Note

The CrmService name could be different if a custom name was provided during install so could be http://fqdn/CrmService or http://fqdn/CrmServiceAfasProfit. We advice to always install this service as http://fqdn/CrmServiceAfasProfit

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

ListsPlugin

Add WebAgentService URL

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Add the following setting:

Setting	Value	Scope
CrmServiceUrl	http://fqdn/CrmServiceAfasProfit Note URL (Value) needs to be accessible from the WebAgentService to this CRM Service. If on the same server this can be http and a .local address. Note The CrmService name may be different if a custom name was provided or if multiple CrmServices are configured. The URL values http://fqdn/CrmService or http://fqdn/CrmServiceAfasProfit may therefore be different. We advice to always install this service as http://fqdn/CrmServiceAfasProfit Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.	WebAgentService

Add PluginSettings

Warning

This CRM service depends on settings which need to be identical if used across multiple UCC's within a service, meaning the values should be identical across all UCC configurations using it. We call these primary settings. A primary setting is defined by the first UCC to publish its settings during startup of the service. This may not always be the same UCC if multiple UCC's share this service! If values differ across multiple UCC's this will lead to unpredictable behavior after a service restart. It is extremely important to keep the values consistent/identical and valid.

The Afas Profit CRM Service uses two lists in SharePoint for its configuration: PluginSettings and PluginAttributes. Only 3 PluginSettings are mandatory to enable the CrmService with its default configuration:

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Add the following settings

Setting Value Scope

Token

Setting	Value	Scope
Token	Afas uses security tokens to retrieve information from Afas rest services. The Afas services only used to retrieve data are called Get Connectors. The token is used to validate the request. Note Encrypt with the AnywhereNow password tool. (e.g. `<token><version>1</version><data>D563AE2A016846549376192A1B70F968E85967B84A095DBCBA33748C1DE29CB2</data></token>`)	CrmService
ConnectorRestServiceBaseUrl	The Afas Online environment to which the A365 CRM Service has to connect to retrieve data. (e.g. `https://<Orgnumber>.rest.afas.online/Profitrestservices/connectors`) For more information see: Endpoints van Profit Connectoren (SOAP/XML en REST/JSON) Note Each Afas environment had a specific url used for the rest endpoints.The OrgNumber field between brackets is a place holder for the real organization number of the company using Afas. If for instance the organization number is 12345, the url becomes: https:/12345.rest.afas.online/Profitrestservices/	CrmService
Insite	Url of Afas Insite. Insite is the web application used to access Afas. (e.g. `https://12345.afasinsite.nl/`)	CrmService

Afas uses security tokens to retrieve information from Afas rest services. The Afas services only used to retrieve data are called Get Connectors. The token is used to validate the request.

Note

Encrypt with the AnywhereNow password tool.

(e.g. <token><version>1</version><data>D563AE2A016846549376192A1B70F968E85967B84A095DBCBA33748C1DE29CB2</data></token>)

CrmService

ConnectorRestServiceBaseUrl

The Afas Online environment to which the A365 CRM Service has to connect to retrieve data.

(e.g. https://<Orgnumber>.rest.afas.online/Profitrestservices/connectors)

For more information see: Endpoints van Profit Connectoren (SOAP/XML en REST/JSON)

Note

Each Afas environment had a specific url used for the rest endpoints.The OrgNumber field between brackets is a place holder for the real organization number of the company using Afas. If for instance the organization number is 12345, the url becomes: https:/12345.rest.afas.online/Profitrestservices/

CrmService

Insite

Url of Afas Insite. Insite is the web application used to access Afas.

(e.g. https://12345.afasinsite.nl/)

CrmService

This service can be additional configured by added optional settings, see Additional configuration for the Plugin Attributes defaults and base query settings.