Install CRM Service for AFAS

The CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for AFAS is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the 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.. The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the AnywhereNow WebAgent.

Note

An additional AnywhereNow WebAgent for Voice or for Omnichannel license is required.

Note

A CRM connector license specific to each data source (Database or CRM backend platform) is required.

Dependencies

An AFAS Profit environment with Connectors Anywhere365_OrgPerson, Anywhere365_Contacts and Anywhere365_Cases should be created and configured in Afas Profit

AFAS Configuration for the AnywhereNow CRM Service

Using the GCN files containing the AFAS Get Connector definitions
A valid Afas Profit security token to access the AFAS Get Connectors for data retrieval

Received during: Step 3: Create an authentication token

Follow the instructions below to install the CRM Service for AFAS Profit.

Request CRM Service for Dialogue Cloud

For customers

Request the Crm Service for AfasProfit to be enabled (for specific UCC's) via your regular AnywhereNow contact or Partner.

For partners

Navigate to the Partner Portal
Request the "Integrated with AfasProfit" when selecting WebAgent > Webagent For Voice Communication / Webagent for Omnichannel Communication.

This can be done during:
1. Create UCC, see: Create - Contact Center (UCC)
2. Edit UCC, see: View (and edit) - Contact Centers (UCC's)

Validate Endpoint

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments.. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Validate CRMService settings endpoint to ListsPlugin ListsEndpoints

Setting	Value	Scope
ListsEndpoints	http://FQDN 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 http://FQDN/CrmServiceAfasProfit/api/v1/settings 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.	ListsPlugin

Setting

Value

Scope

ListsEndpoints

http://FQDN 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

http://FQDN/CrmServiceAfasProfit/api/v1/settings

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.

ListsPlugin

Validate WebAgentService URL

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Validate the following setting:

Setting	Value	Scope
CrmServiceUrl	http://fqdn/CrmServiceAfasProfit Note URL (Value) needs to be accessible from the WebAgentService to this CRM Service. If on the same server this can be http and a .local address. 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.	WebAgentService

Configure PluginSettings

Warning

This CRM service depends on settings which need to be identical if used across multiple UCC's within a service, meaning the values should be identical across all UCC configurations using it. We call these primary settings. A primary setting is defined by the first UCC to publish its settings during startup of the service. This may not always be the same UCC if multiple UCC's share this service! If values differ across multiple UCC's this will lead to unpredictable behavior after a service restart. It is extremely important to keep the values consistent/identical and valid.

Note

The Afas Profit CRM Service uses two lists in SharePoint for its configuration: PluginSettings and PluginAttributes. Only 3 PluginSettings are mandatory to enable the CrmService with its default configuration:

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Configure the following settings

Setting Value Scope

Token

Setting	Value	Scope
Token	Afas uses security tokens to retrieve information from Afas rest services. The Afas services only used to retrieve data are called Get Connectors. The token is used to validate the request. The token has to be encrypted with the A365 password tool. (e.g. `<token><version>1</version><data>D563AE2A016846549376192A1B70F968E85967B84A095DBCBA33748C1DE29CB2</data></token>`)	CrmService
ConnectorRestServiceBaseUrl	The Afas Online environment to which the A365 CRM Service has to connect to retrieve data. (e.g. `https://<Orgnumber>.rest.afas.online/Profitrestservices/connectors`) For more information see: Endpoints van Profit Connectoren (SOAP/XML en REST/JSON) Note Each Afas environment had a specific url used for the rest endpoints.The OrgNumber field between brackets is a place holder for the real organization number of the company using Afas. If for instance the organization number is 12345, the url becomes: https:/12345.rest.afas.online/Profitrestservices/	CrmService
Insite	Url of Afas Insite. Insite is the web application used to access Afas. (e.g. `https://12345.afasinsite.nl/`)	CrmService

Afas uses security tokens to retrieve information from Afas rest services. The Afas services only used to retrieve data are called Get Connectors. The token is used to validate the request. The token has to be encrypted with the A365 password tool.

(e.g. <token><version>1</version><data>D563AE2A016846549376192A1B70F968E85967B84A095DBCBA33748C1DE29CB2</data></token>)

CrmService

ConnectorRestServiceBaseUrl

The Afas Online environment to which the A365 CRM Service has to connect to retrieve data.

(e.g. https://<Orgnumber>.rest.afas.online/Profitrestservices/connectors)

For more information see: Endpoints van Profit Connectoren (SOAP/XML en REST/JSON)

Note

Each Afas environment had a specific url used for the rest endpoints.The OrgNumber field between brackets is a place holder for the real organization number of the company using Afas. If for instance the organization number is 12345, the url becomes: https:/12345.rest.afas.online/Profitrestservices/

CrmService

Insite

Url of Afas Insite. Insite is the web application used to access Afas.

(e.g. https://12345.afasinsite.nl/)

CrmService

This service can be additional configured by added optional settings, see Additional configuration for the Plugin Attributes defaults and base query settings.