Dialogue Cloud

On Premises

Install CRM Service for TOPdesk

Last updated: March 2024

The CRM Service for TOPdesk is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the UCC. 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 AnywhereNow WebAgent.

Note

An additional AnywhereNow 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

  • Valid Topdesk credentials to access the TOPdesk Api for data retrieval.

    The group linked to the user needs to have read permissions to REST API. See : TOPdesk API tutorial

Follow the instructions below to install the CRM Service for TOPdesk.

Deploy package

  1. Unzip the CRM Service package from the Bundle Package

  2. Edit the properties.ps1

    • Domain = Domain of the install account

    • UserName = Username of the install account

  3. 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

  1. Unzip the Topdesk package

  2. Paste the Topdesk folder inside the Plugin folder of the CRM Service:

    Copy
    Default path
    C:\inetpub\wwwroot\CrmService\Plugins

Activate plugin

  1. Open the CrmConfiguration.yaml

    Copy
    Default path
    C:\inetpub\wwwroot\CrmService\CrmConfiguration.yaml

  2. Change the description to:

    Copy
    CrmConfiguration.yaml
    # Plugin
    description: Topdesk

  3. Change the useSharePoint to:

    Copy
    CrmConfiguration.yaml
    # Use SharePoint to get configuration
    useSharePoint: true

Add Endpoint

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add CRMService settings endpoint to ListsPlugin ListsEndpoints

Note

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

Setting Value Scope
ListsEndpoints

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

http://FQDN/CrmServiceTopdesk/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/CrmServiceTopdesk. We advice to always install this service as http://fqdn/CrmServiceTopdesk

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

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following setting:
Setting Value Scope
CrmServiceUrl

http://fqdn/CrmServiceTopdesk

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/CrmServiceTopdesk may therefore be different. We advice to always install this service as http://fqdn/CrmServiceTopdesk

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.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following settings

Setting Value Scope
ApplicationHost

Url to the Topdesk environment. Necessary to connect to the Topdesk rest services.

(e.g. https://[name].topdesk.net)

 CrmService
Username

Username of the Service Account used to access the Topdesk API.

CrmService
ApplicationPassword

Password of the Service Account used to access the Topdesk API.

Note

Encrypt with the AnywhereNow password tool.

 CrmService

For additional or optional configuration parameters see Additional configuration CRM Service for TopDesk