Below an overview of the available settings for the WebAgentService.
Plugin Settings
Essentials
for Voice
for Omnichannel
Setting
Value
Description
AttendantServiceUrl
https://FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/attendantservice
Note
URL needs to be accessible from the WebAgent API service to the Attendant Service. If on the same machine, you can use localhost.
Warning
Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple 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. 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.
The URL used by the WebAgentService to contact the Attendant Service.
DashboardServiceUrl
https://fqdn/dashboardservice
Note
URL needs to be accessible from the WebAgent API service to the Dashboard Service.
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.
The URL used by the WebAgentService to contact the Dashboard Service.
DciSkill
Name of the Skill used for DCI.
Example: DCISkill
Used to define the Skill name that will be used to perform DCI (Direct Call The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents.) calls in the UCC.
DefaultPhoneNumberRegion
A valid region/country code, eg "NL" or "US"
Default: ZZ
The region/country code to be used when parsing phonenumbers.
If the setting is not set in the UCC, then it is set to the default region "ZZ".
Uri
http://fqdn/webagentservice
Note
URL needs to be accessible from the UCC Service to the WebAgent API service.
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.
The URL used by the UCC to reach the WebAgent Service.
EnableRecordingControl
true/false (default is true)
If set to false the recording call controls are hidden
AutoFinishAudioDialogue
true/false (default is false)
If set to true, the conversation will be removed after the call has been disconnected.
SkillsRestrictedFor
None - (Queued Dialogues for ALL skills are shown to Agent and Supervisor)
AgentOnly - (Queued Dialogues for ASSIGNED skills are shown to Agent and ALL skills shown to Supervisor)
AgentAndSupervisor - (Queued Dialogues for ASSIGNED skills are shown to Agent and ASSIGNED skills shown to Supervisor if also an Agent)
Introduced in DC2024.02
Controls which queued dialogues appear on the Waiting tab in WebAgent. Use this to limit visibility to the skills assigned to the signed-in user. This setting does not change routing; it only filters the list that is shown in the UI
SqlConnectionString
Option 1 (with encrypted Password, which will be decrypted by DialogueManager):
When creating a login or a password make sure it does NOT contain the following characters: # $ [] () , ; ? * ! @ = . % &
SqlConnectionString to connect to SQL Server. Only set this setting on the SharePoint of one of the UCCs used.
Setting
Value
Description
AttendantServiceUrl
https://fqdn/attendantservice
Note
URL needs to be accessible from the WebAgent API service to the Attendant Service. If on the same machine, you can use localhost.
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.
The URL used by the WebAgentService to contact the Attendant Service.
ClassificationRequired
TRUE/FALSE
Default: False
Classification can enriched the your data. To make sure this is executed, the setting ClassificationRequired to make this mandatory.
CrmServiceUri
https://fqdn/CrmServiceDynamics365
Note
URL needs to be accessible from the WebAgent API service to the Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service.
Note
The CrmService name could be different if a custom name was provided so could be https://fqdn/CrmService
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.
The URL used by the WebAgentService to contact the CRM Service.
DashboardServiceUrl
https://fqdn/dashboardservice
Note
URL needs to be accessible from the WebAgent API service to the Dashboard Service.
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.
The URL used by the WebAgentService to contact the Dashboard Service.
DciSkill
Name of the Skill used for DCI.
Example: DCISkill
Used to define the Skill name that will be used to perform DCI (Direct Call Interceptor) calls in the UCC.
DefaultPhoneNumberRegion
A valid region/country code, eg "NL" or "US"
Default: ZZ
The region/country code to be used when parsing phonenumbers.
If the setting is not set in the UCC, then it is set to the default region "ZZ".
CallPropertyServiceUrl
https://fqdn/CallPropertyService
URL needs to be accessible from the WebAgent API service to the Call Property Service. If on the same machine, you can use localhost.
The URL used by the WebAgent Service to contact the Call Property Service.
TimelineServiceUrl
https://fqdn/UniversalTimelineService
Note
URL needs to be accessible from the WebAgent API service to the Timeline Service.
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.
The URL used by the WebAgentService to contact the Universal Timeline Service.
Uri
http://fqdn/webagentservice
Note
URL needs to be accessible from the UCC Service to the WebAgent API service.
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.
The URL used by the UCC to reach the WebAgent Service.
EnableRecordingControl
true/false (default is true)
If set to false the recording call controls are hidden
AutoFinishAudioDialogue
true/false (default is false)
If set to true, the conversation will be removed after the call has been disconnected.
SkillsRestrictedFor
None - (Queued Dialogues for ALL skills are shown to Agent and Supervisor)
AgentOnly - (Queued Dialogues for ASSIGNED skills are shown to Agent and ALL skills shown to Supervisor)
AgentAndSupervisor - (Queued Dialogues for ASSIGNED skills are shown to Agent and ASSIGNED skills shown to Supervisor if also an Agent)
Introduced in DC2024.02
Controls which queued dialogues appear on the Waiting tab in WebAgent. Use this to limit visibility to the skills assigned to the signed-in user. This setting does not change routing; it only filters the list that is shown in the UI
SqlConnectionString
Option 1 (with encrypted Password, which will be decrypted by DialogueManager):
URL needs to be accessible from the WebAgent API service to the Attendant Service. If on the same machine, you can use localhost.
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.
The URL used by the WebAgentService to contact the Attendant Service.
ClassificationRequired
TRUE/FALSE
Default: False
Classification can enriched the your data. To make sure this is executed, the setting ClassificationRequired to make this mandatory.
CrmServiceUri
https://fqdn/CrmServiceDynamics365
Note
URL needs to be accessible from the WebAgent API service to the CRM Service.
Note
The CrmService name could be different if a custom name was provided so could be https://fqdn/CrmService
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.
The URL used by the WebAgentService to contact the CRM Service.
DashboardServiceUrl
https://fqdn/dashboardservice
Note
URL needs to be accessible from the WebAgent API service to the Dashboard Service.
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.
The URL used by the WebAgentService to contact the Dashboard Service.
DciSkill
Name of the Skill used for DCI.
Example: DCISkill
Used to define the Skill name that will be used to perform DCI (Direct Call Interceptor) calls in the UCC.
DefaultPhoneNumberRegion
A valid region/country code, eg "NL" or "US"
Default: ZZ
The region/country code to be used when parsing phonenumbers.
If the setting is not set in the UCC, then it is set to the default region "ZZ".
CallPropertyServiceUrl
https://fqdn/CallPropertyService
URL needs to be accessible from the WebAgent API service to the Call Property Service. If on the same machine, you can use localhost.
The URL used by the WebAgent Service to contact the Call Property Service.
TimelineServiceUrl
https://fqdn/UniversalTimelineService
Note
URL needs to be accessible from the WebAgent API service to the Timeline Service.
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.
The URL used by the WebAgentService to contact the Universal Timeline Service.
Uri
http://fqdn/webagentservice
Note
URL needs to be accessible from the UCC Service to the WebAgent API service.
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.
The URL used by the UCC to reach the WebAgent Service.
EnableRecordingControl
true/false (default is true)
If set to false the recording call controls are hidden
AutoFinishAudioDialogue
true/false (default is false)
If set to true, the conversation will be removed after the call has been disconnected.
SkillsRestrictedFor
None - (Queued Dialogues for ALL skills are shown to Agent and Supervisor)
AgentOnly - (Queued Dialogues for ASSIGNED skills are shown to Agent and ALL skills shown to Supervisor)
AgentAndSupervisor - (Queued Dialogues for ASSIGNED skills are shown to Agent and ASSIGNED skills shown to Supervisor if also an Agent)
Introduced in DC2024.02
Controls which queued dialogues appear on the Waiting tab in WebAgent. Use this to limit visibility to the skills assigned to the signed-in user. This setting does not change routing; it only filters the list that is shown in the UI
SqlConnectionString
Option 1 (with encrypted Password, which will be decrypted by DialogueManager):