WebAgent - Install CRM Service for SharePoint

Dependencies

A SharePoint Online environment.
SharePoint app registration. This is only necessary if the ClientId and ClientSecret settings are used for authentication instead of UserName and Password. For more information, see SharePoint authentication.

Follow the instructions below to install the Service for SharePoint.

Request CRM Service for Dialogue Cloud

For customers

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

For partners

Navigate to the Partner Portal
Request the "Integrated with SharePoint" 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/CrmServiceSharePoint/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/CrmServiceSharePoint/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/CrmServiceSharePoint 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
Configure the following settings

Setting	Value	Scope
`ApplicationHost`	SharePoint application URL. Note Only one `ApplicationHost` URL is allowed per CRM Service for all configured Unified Contact Centers (UCCs).	CrmService
`IsOnlineEnvironment`	Set the value to `True` for SharePoint Online.	CrmService
`UserName`	See SharePoint authentication.	CrmService
`Password`	See SharePoint authentication. Note Encrypt with the AnywhereNow password tool.	CrmService
`ClientId`	See SharePoint authentication. Note Encrypt with the AnywhereNow password tool.	CrmService
`ClientSecret`	See SharePoint authentication. Note Encrypt with the AnywhereNow password tool.	CrmService
`SiteName`	SharePoint lists contain site name. This is for initial validation. Note Encrypt with the AnywhereNow password tool.	CrmService
`ContactListName`	Contact list name. Ex: Contacts Note Encrypt with the AnywhereNow password tool.	CrmService
`BaseContactQuery`	XML <View> <Query> <Where/> </Query> <ViewFields /> <RowLimit>100</RowLimit> </View> Important `RowLimit` is mandatory.	CrmService

For additional or optional configuration parameters see Additional configuration CRM Service for SharePoint

SharePoint authentication

CRM Service for SharePoint can use login credentials or app-only access, depending on the SharePoint environment and authentication requirements.

Important

For SharePoint Online, do not use username and password authentication for accounts that require multi-factor authentication (MFA), Conditional Access, or another interactive sign-in requirement. Use app-only access for service integrations where possible.

Using login credentials
- For SharePoint Online, this option is only suitable when the configured account can sign in without MFA or Conditional Access policies that require interactive authentication.
- If login credentials are used, only the UserName and Password fields are mandatory credentials.
- Encrypt the password value and store the encrypted value in the Password field in PluginSettings.
- AnywhereNow allows encryption using the AnywhereNow.PWTool.exe.
- The configured user account must have enough permissions to add and modify the Contacts and Cases lists. If the user account does not have enough permissions, this is logged in the CRM Service log.
- The ClientId and ClientSecret parameters are optional.
App-only access
- If this option is selected, CRM Service needs a SharePoint app registration to access the SharePoint environment.
- The ClientId and ClientSecret settings use the older SharePoint App-Only model based on Azure Access Control Services (). For more information, see Grant access using SharePoint App-Only | Microsoft Learn.
- Microsoft has retired ACS for SharePoint Online, and states that it will stop working from April 2, 2026. For new SharePoint Online integrations, validate whether your CRM Service version supports app-only authentication before relying on ACS-based ClientId and ClientSecret authentication.
- Encrypt both the ClientId and ClientSecret values using the password tool (AnywhereNow.PWTool.exe).
- The app must have enough permissions to access the SharePoint lists.
  
  For more information, see Add-in permissions in SharePoint | Microsoft Learn.
  XML
```
<AppPermissionRequests AllowAppOnlyPolicy="true">
<AppPermissionRequest Scope="http://sharepoint/content/sitecollection/web/list" Right="FullControl"/> </AppPermissionRequests>
```
- The UserName and Password parameters are optional.