Install CRM Service for Bullhorn

Prerequisites

Licensing prerequisites

To display contact and case information in WebAgent, you need:

A valid WebAgent license.
A CRM connector entitlement for each configured data source or CRM connection. This may be included in your subscription or provided through AW301, CRM Connector (read-only).

A CRM connector retrieves information for WebAgent. It does not, by itself, license embedding WebAgent inside a CRM application.

Contact your AnywhereNow representative if you are unsure whether your subscription includes the required connector.

Introduction

The CRM Service for Bullhorn is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the . 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 Dialogue Cloud WebAgent.

Dependencies

A Bullhorn Environment with an OAuth application endpoint by creating a support ticket via the Bullhorn Resource Center.

See: Get Started with the Bullhorn REST API | Bullhorn
A Bullhorn user account for authenticating with the following permission:
- Login information access: Permissions to access login-related information.
- API access: Permissions to use the Bullhorn API, including accessing endpoints and making requests.
- Authentication: Permissions related to authentication mechanisms, such as OAuth or API key authentication.
- Role-based access: Depending on your organization's setup, the API username may need specific roles or permissions assigned to it to access the login information endpoint.

Request login information from BullHorn

Making a request (GET) to this endpoint to return the list of correct URLs for that user.

cUrl

curl --location --globoff 'https://rest.bullhornstaffing.com/rest-services/loginInfo?username={API_Username}'

Note

API_Username: Correspond with the username with API permissions.

The response should look similar to:

Response

{
    "atsUrl": "https://cls91.bullhornstaffing.com",
    "billingSyncUrl": "https://wfr-west9.bullhornstaffing.com/billing-sync-services",
    "coreUrl": "https://cls91.bullhornstaffing.com/core",
    "documentEditorUrl": "https://docs-emea.bullhornstaffing.com/document/",
    "mobileUrl": "https://m-west9.bullhorn.com",
    "oauthUrl": "https://auth-west9.bullhornstaffing.com/oauth",
    "restUrl": "https://rest-west9.bullhornstaffing.com/rest-services",
    "samlUrl": "http://cls91.bullhornstaffing.com/BullhornStaffing/SAML/Login.cfm",
    "novoUrl": "https://app.bullhornstaffing.com",
    "pulseInboxUrl": "https://pulse-inbox.bullhornstaffing.com",
    "canvasUrl": "https://lasbigateway.bullhorn.com/canvas/cgi-bin/cognosisapi.dll",
    "npsSurveyUrl": "https://surveys-west9.bullhorn.com{{path}}?sl=91&{{params}}",
    "ulUrl": "https://lasuniversal9.bullhornstaffing.com/universal-login",
    "dataCenterId": 91,
    "superClusterId": 91
}

Follow the instructions below to install the CRM Service for Bullhorn.

Request CRM Service for Dialogue Cloud

For customers

Request the Crm Service for Bullhorn 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 Bullhorn" 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 . 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

Setting	Value	Scope
`ListsEndpoints`	http:///webagentservice/api/v1/settings http://FQDN/CrmServiceBullhorn/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

ListsEndpoints

http:///webagentservice/api/v1/settings

http://FQDN/CrmServiceBullhorn/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/CrmServiceBullhorn 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

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

Setting	Value	Scope
`ApplicationHost`	Bullhorn application URL. This correspond with the `atsUrl` in the response during Request login information from BullHorn (e.g. `https://api-[CLUSTER_ID].bullhornstaffing.com`)	CrmService
`AuthorizationUrl`	Bullhorn authorization URL. This correspond with the `oauthUrl` in the response during Request login information from BullHorn s(e.g. `https://auth-[CLUSTER_ID].bullhornstaffing.com`)	CrmService
`RestApiLoginUrl`	Bullhorn Rest API Login URL. This correspond with the `restUrl` in the response during Request login information from BullHorn (e.g. `https://rest-[CLUSTER_ID].bullhornstaffing.com)`	CrmService
`Username`	Username of the Bullhorn user created in theDependencies	CrmService
`Password`	Password of the Bullhorn user created in theDependencies Note Value should be encrypted by A365.PWTool.exe	CrmService
`ClientId`	Connected App provided client ID. This is retrieved when requesting an OAuth application endpoint by creating a support ticket via the Bullhorn Resource Center	CrmService
`ClientSecret`	Connected App provided Client secret. This is retrieved when requesting an OAuth application endpoint by creating a support ticket via the Bullhorn Resource Center	CrmService

This service can be additional configured by added optional settings, Learn More