Configure WebAgent in Bullhorn
Note
Additional Dialogue Cloud WebAgent and CTI Integration license required.
Prerequisites
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Before continuing make sure WebAgent sign-in is configured, see: Configure Sign-in for WebAgent
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To connect your Dialogue Cloud 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. to the WebAgent you also need the WebAgent Service configured, see: Install WebAgent Service
Add 'WebAgent' to the Bullhorn 'Company Actions' dropdown list
- Make sure you are signed in as an administrator in Bullhorn
- Make sure there is at least one company in the Bullhorn 'Company' List
To add the WebAgent to any company’s Actions dropdown list, follow these instructions:
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In the Menu, go to 'Admin' > ‘View Layout’
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Choose ‘Company’ in the Field Map Entity dropdown
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Go to tab ‘Custom Menu Actions’
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Click the ‘Add New’ button
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Enter the following values:
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Name: WebAgent
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Enabled: yes (ticked checkbox)
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Location: In a record, on the menu
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URL*: https://webagent.anywhere365.io?subdomain=[Subdomain]&clientid=[Clientid]&clientsecret=[Clientsecret]
* Use the WebAgent URL for your connect model.
Dialogue Cloud Neo (Connect)
Global:
https://webagent.anywhere365.io
NORA
https://nora-cus-webagent.anywhere365.io
https://nora-cus-2-webagent.anywhere365.io
https://nora-cus-3-webagent.anywhere365.io
EMEA
https://emea-weu-webagent.anywhere365.io
https://emea-weu-2-webagent.anywhere365.io
https://emea-weu-3-webagent.anywhere365.io
APAC
https://apac-eas-webagent.anywhere365.io
https://apac-eas-2-webagent.anywhere365.io
https://apac-eas-3-webagent.anywhere365.io
Dialogue Cloud Neo (Unify)
EMEA
https://app.emea.anywhere.now/login
APAC
https://app.apac.anywhere.now/login
NORA
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Subdomain: replace [subdomain] with the cluster subdomain of your Bullhorn instance, e.g. ‘cls91’. Where can I find my cluster domain?
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Clientid and Clientsecret: replace [Clientid] and [Clientsecret] with the clientid and cliensecret of your Bullhorn REST API. The Clientid and Clientsecret can be obtained by creating a support ticket via the Bullhorn Resource Center. If these values ever change for whatever reason, the url must be updated accordingly.
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User Types: the user roles which are allowed to use the WebAgent
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Register redirect url
In order for the WebAgent to be able to obtain a token for the Bullhorn REST API, the WebAgent url has to be registered by Bullhorn. This can be done by submitting a Bullhorn support ticket providing the request to update the redirect url.
Url: https://webagent.anywhere365.io for Dialogue Cloud Neo (Connect), or the Dialogue Cloud Neo (Unify) WebAgent URL for your region.
Note
Use the WebAgent URL for your connect model.
Warning
If this redirect url changes (for example when switching to regional WebAgent), it must be updated again by Bullhorn support via a support ticket.