Configure user settings storage for WebAgent

Introduced in DC2025.01

WebAgent can store Agent preferences (personal settings, like personally selected layouts, themes, pop-up behaviors, sorting orders of various queue tabs, personal contact lists and whether a contact group is expanded or not) in a central SQL database so they will follow agents when they sign in from another browser or device

, by:

manually activating the capability by adding a setting in one or more 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. SharePoint sites.

Via adding a SharePoint list setting

Prerequisites

UCC administrator rights for the SharePoint site.
An Azure SQL Database or SQL Server instance (this can be shared with CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. or DialogueManager database but preferably a standalone database).
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. Important If the database does not yet exist, it may take longer than 30 seconds to be created. In this case, the default `Connection Timeout=30` value may cause the connection attempt to fail. To avoid this, increase the timeout value to 300 seconds during initial setup.	Connection string for the SQL database that stores agent settings.