Link UCC to WebAgent
Introduction
For 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. functionality to be used in the WebAgent a link must be made first.
Requirements
Configuration prerequisites
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WebAgent Service deployed and configured, see: Install WebAgent Service
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ListsPlugin deployed and configured, see: Install Lists plugin
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EventForwarder Plugin deployed and configured for WebAgent, see: Installing Event Forwarder Plugin
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ApiPlugin deployed and configured, see: Install API plugin
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DC2023.03 or lower only, CallControls Plugin deployed and configured, see: Install Call Controls plugin
Add Plugin Settings
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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Add the following settings:
| Setting | Value | Scope |
|---|---|---|
|
|
http://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]/webagentservice/api/v1/settings Note URL needs to be accessible from the UCC Service to the WebAgent 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. If on the same machine, you can use localhost. |
ListsPlugin |
|
|
15 |
ListsPlugin |
Validate Link
See the UCC logs to verify if the ListsPlugin is loaded and is sending data.
2019-04-18 14:59:59,563 [32] tx INFO - ListsPlugin ListsPluginConfiguration 2019-04-18 14:59:59,563 [32] tx INFO - ListsPlugin ListsPluginConfiguration Update 2019-04-18 14:59:59,579 [32] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest INFO - ListsPlugin SendNew [1] 1.1.7 ucc_ 65d84f1b-48d1-4303-aacd-dfd97a423975
As a result the UCC should show-up in the Manage Profile section of the WebAgent