Configure user settings storage for WebAgent

Note

Planned for DC2025.01

This procedure shows you how to store WebAgent preferences in a central SQL database so they follow agents when they sign in from any browser or device.

Prerequisites

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. administrator rights for the SharePoint site.
An Azure SQL Database or SQL Server instance.
The fully qualified connection string for the database.

About server‑side storage

When SqlConnectionString is configured, WebAgent writes each user’s settings to the database. The database schema is created automatically after WebAgentService restarts.

Note

Configure the exact same setting in all UCCs using the same WebAgentService. If multiple UCCs publish different connection strings, WebAgentService uses the first value it receives and creates additional, unused databases for the others.

Configure the setting

Select UCC Config on your SharePoint site.
Select Plugin Settings.
On the command bar, select New.
Enter the values in the following table, and then select Save.

Field	Value	Notes
Name: `SqlConnectionString` Scope: `WebAgentService`	Encrypted password `Server=tcp:<server>.database.windows.net,1433;Initial Catalog=<dm-database-name>;User ID=<sa_username>;EncryptedPassword=<encrypted-password>;Persist Security Info=False;MultipleActiveResultSets=True;Encrypt=True;TrustServerCertificate=False;Connection Timeout=30;` Note When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % & Note Encrypt the password with `A365.PWTool.exe`. Plain‑text password (not recommended) `Server=tcp:<server>.database.windows.net;Initial Catalog=<dm-database-name>;User ID=<sa_username>;Password=<password>;Persist Security Info=False;MultipleActiveResultSets=True;Encrypt=True;TrustServerCertificate=False;Connection Timeout=30;` Note When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % & Warning It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.	Connection string for the SQL database that stores agent settings.