Dialogue Cloud

On Premises

Dependencies

  • A SharePoint Online Environment.

  • SharePoint connected App (Only necessary if the 'Client Id' and 'Client Secret' settings are used for authentication instead of 'User Name' and 'Password') Check this for more details SharePoint Authentication

Follow the instructions below to install 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 SharePoint.

Request CRM Service for Dialogue Cloud

For customers

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

For partners

  1. Navigate to the Partner Portal

  2. 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 Partner Portal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. 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/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 Partner Portal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. 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

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

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Configure the following settings

Setting Value Scope
ApplicationHost

SharePoint application URL.

Note

Only one ApplicationHost URL allowed per CrmService (for all configured UCC's)

 CrmService
IsOnlineEnvironment

Value should be True for SharePoint Online environment, and should be False for SharePoint on-premises environment.

 CrmService
UserName

See chapter SharePoint Authentication

 CrmService
Password

See chapter SharePoint Authentication

Note

Encrypt with the AnywhereNow password tool.

 CrmService
ClientId

See chapter SharePoint Authentication

Note

Encrypt with the AnywhereNow password tool.

 CrmService
ClientSecret

See chapter SharePoint Authentication

Note

Encrypt with the AnywhereNow password tool.

 CrmService
SiteName

SharePoint lists contain site name. This is for initial validation.

Note

Only one SiteName name allowed per CrmService (for all configured UCC's)

 CrmService
ContactListName

Contact list name. Ex: Contacts

Note

Only one SiteName name allowed per CrmService (for all configured UCC's)

 CrmService
BaseContactQuery
Copy
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

There are two ways to access the SharePoint Online environment. Below are the two ways. But SharePoint on-premises environment only supports Using Login Credentials option.

  • Using Login Credentials

    • If the login credentials are used, only the "UserName" and "Password" fields are mandatory credentials.

    • It is mandatory to encrypt the password value and store the encrypted value in the Password field in PluginSettings.

    • AnywhereNow allows encryption using the AnywhereNow.PWTool.exe.

    • The used user account should have "Edit" rights. The configured user account should have enough rights to add and modify the Contacts and Cases lists. If the user account does not have enough rights, it will be logged in the Crm Service log.

    • "ClientId" and "ClientSecret" parameters are optional.

  • App-Only Access

    • If this option is selected, then the Crm Service will need a SharePoint APP to access the SharePoint environment.

    • Please refer the given link to create the APP: Grant access using SharePoint App-Only | Microsoft Learn

    • Both "ClientID" and "ClientSecret" value should be encrypted using the password tool (AnywhereNow.PWTool.exe).

    • The app should be given full rights to access the SharePoint lists.

      For more information please refer: Add-in permissions in SharePoint | Microsoft Learn

      Copy
      XML
      <AppPermissionRequests AllowAppOnlyPolicy="true">
      <AppPermissionRequest Scope="http://sharepoint/content/sitecollection/web/list" Right="FullControl"/> </AppPermissionRequests>

    • "UserName" and "Password" parameters are optional.