WebAgent FAQ

A:Cause:

The agent is signed in to Office 365 with multiple identities, for example domain1.com in Outlook and domain2.com in Teams. Microsoft may return an identity that is different from the sign-in address entered in WebAgent.

This typically occurs when agents sign in to WebAgent embedded in a Customer Relationship Management (CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers.) system.

Resolution:

Clear your browser cache and try again. If you sign in to Office 365 with the correct Microsoft identity the first time, WebAgent should work as expected.

A: First make sure you are set up as an Agents.

Next make sure your 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. is sending the right information to the WebAgent Service by checking the ListsEndpoints settings, see: Link UCC to WebAgent

Finally you can verify if your domain is connected to the right WebAgent Service, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "webagent".

5. Look at the preview of the second event named "webagent", in here you will see your WebAgent Service URL

This should match your WebAgent Service settings.

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for DCI, see: Configure Direct Call Interceptor / Outbound Calling for WebAgent

Finally you can verify if your UCC is capable of DCI, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The capability for DCI should be true.

A: First make sure you see your UCC in your Profiles and you have selected the right one.

Next make sure your UCC is configured for Call Controls, see: Configure Remote Call Controls for WebAgent

Finally you can verify if your UCC is capable of remote call controls, this can be done by doing the following steps:

1. Open your browser with Development Tools (F12).

2. Navigate to the WebAgent.

3. Sign In with your user.

4. Switch to the Network tab in the development tools and filter on "ucc".

5. Look at the preview of the second event named "ucc", in here you will see per UCC your capabilities.

The remote capability should be true.

A: This could be because the WebAgent Service cannot reach the Attendant Service. Ensure this is configured correctly, see: Validate Plugin Settings

A: This could be because the WebAgent Service cannot reach the Call Property Service. Ensure this is configured correctly, see: Validate Plugin Settings

A: If your error is similar to one listed there, see: WebAgent Errors & Solutions

A: Only direct inbound audio conversations (Inbound intercepted) missed by the agent are shown here. This does not include hunts or regular incoming UCC conversations. For more information, see: Interceptor

A: The WebAgent client uses the mobile and business phone fields in Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD). If a contact does not have a phone number in either field, “No Valid Endpoints” will be displayed. For more information, see: How to manage user profile information in the Microsoft Entra admin center - Microsoft Entra

A: WebAgent retrieves users and contacts through Microsoft Graph in Microsoft Entra ID Formerly known as Azure Active Directory (or Azure AD, or AAD), including Personal Contacts. To add a Personal Contact, follow these steps:

1. Open your Outlook client.

2. Switch to the People tab.

3. Select New Contact and enter the contact details.

A: There could be two reasons for this:

1. The personal contact does not have an email address.

2. Microsoft has not finished synchronizing your contact list. Allow up to 24 hours for synchronization.

A: When both CIF 1.0 and CIF 2.0 are enabled in the same Dynamics 365 environment, you must add the target-cti-plugin query-string parameter to the WebAgent Channel URL so that the WebAgent loads the correct CTI plugin for your department.

Use the following value depending on your CIF version:

• CIF 1.0: target-cti-plugin=DynamicsCTI

• CIF 2.0: target-cti-plugin=DynamicsV2CTI

For example, a CIF 1.0 Channel URL would look like:

https://webagent.anywhere365.io?target-cti-plugin=DynamicsCTI

And a CIF 2.0 Channel URL would look like:

https://webagent.anywhere365.io/?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch&target-cti-plugin=DynamicsV2CTI

For detailed configuration steps, see: Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 1.0) or Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 2.0)

A:Cause:

Your referrer property has not been correctly entered in your OpenFrame URL.

Resolution:

Follow the steps to Configure ServiceNow app for WebAgent.

A:Cause:

Most likely, the signed-in user does not have the correct Identity Role (LIVE_ACTIVITY_CENTER).

Resolution:

Follow the steps to Configure WebAgent for SAP C4C CTI.

A: Cause:

This is because Microsoft Teams closes tabs that aren't active. When switching back to the WebAgent tab, the WebAgent needs to retrieve the information from the service again.

Resolution:

While you cannot change this behavior in Microsoft Teams, you can choose to pop-out the WebAgent app . The WebAgent will now remain open while switching between tabs in Microsoft Teams.