Configure user settings storage for WebAgent
Introduced in DC2025.01
WebAgent can store supported user preferences in a central SQL database. Saved preferences can follow the same user when they sign in from another browser or device connected to the same WebAgentService and settings database. Central storage does not cover every display or audio preference.
Which preferences use central storage?
The following preferences use central storage when the capability is enabled. Available controls depend on your version, layout, and enabled features.
- Personal contact groups, group membership, and expanded or collapsed group state.
- Waiting and Connected queue grouping, sorting, and compact or extended dialogue view.
- Keyboard shortcuts enabled or disabled, and auto-answer enabled or disabled.
- Selected 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., saved sidebar tab selection and expanded or collapsed view, and last navigation destination.
- Notification time, first open dialogue tab, incoming text-conversation ringtone, and incoming text-message alert.
- Previously selected transfer tab, agent overview panel state, conversation-widget configuration, and active UI plugin.
- Computer telephony integration (CTI) preferences: search after accept; pop-up behavior for a single match, multiple matches, or no match; no-match entity; single-match page; click-to-dial action; pop on session switch; wildcard search; and A toast is a pop-up instant message or audio call notification the user receives on his desktop. notifications.
Browser-specific settings and exceptions
- Theme: handled separately from the user-settings database. Do not use a theme change to check central storage.
- Browser-only display details: hiding inactive queue items, customized panel width, and collapsed Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. information are saved in browser storage, not this database.
- Sidebar exception: selecting a tab can be stored centrally, but deselecting the tab to return to the overview can save that tab choice only in the current browser.
Note
Do not assume that the audio-call ringtone or auto-answer delay follows the user. The reviewed settings controls save these values in browser storage, even though auto-answer enabled or disabled uses central storage. Confirm behavior for your deployed version with Support before relying on these values across devices.
Existing browser preferences
Enabling central storage does not upload all existing browser preferences. A preference may still appear in the original browser because it reads a local value; this does not mean it has been saved centrally. After central storage is enabled, select and save the supported preferences you need, then verify them in another browser.
Personal contact groups and memberships have a separate import path. When the corresponding server value is absent, loading contacts can import that data from the current browser's existing contact-group storage (IndexedDB). This is not a merge of contact lists from every browser, and existing server values take precedence. Use the browser containing the required groups and memberships, then verify them elsewhere before clearing its browser data.
Database schema creation or migration is separate from importing browser preferences. Do not assume changes appear immediately in other sessions that are already open.
Validate central storage
- Sign in with a test user after central storage is enabled.
- Change Notification time to a different available value, and record that value.
- Sign out, then sign in as the same user from another supported browser or device using the same WebAgentService and settings database.
- Open Settings and confirm that Notification time matches the value you selected.
- If it does not match, ask your administrator to check the central-storage capability, database connection, and user-settings record. Do not use a theme change as a substitute for this check.
Configure central storage
, by:
-
manually activating the capability by adding a setting in one or more UCC 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 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: SqlConnectionStringScope: WebAgentService |
Encrypted password
Note When creating a login or a password make sure it does NOT contain the following characters: Note Encrypt the password with Plain‑text password (not recommended)
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 string for the SQL database that stores agent settings. |