Install CRM Service for TOPdesk
Prerequisites
Licensing prerequisites
To display Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. 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 TOPdesk is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the 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 Dialogue Cloud WebAgent.
Dependencies
-
Valid Topdesk credentials to access the TOPdesk Api for data retrieval.
The group linked to the user needs to have read permissions to REST API. See : TOPdesk API tutorial
Follow the instructions below to install the CRM Service for TOPdesk.
Request CRM Service for Dialogue Cloud
For customers
Request the Crm Service for Topdesk to be enabled (for specific UCC's) via your regular AnywhereNow contact or Partner.
For partners
-
Navigate to the Partner Portal
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Request the "Integrated with Topdesk" when selecting WebAgent > Webagent For Voice Communication / Webagent for Omnichannel Communication.
This can be done during:
-
Create UCC, see: Create - Contact Center (UCC)
-
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 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.
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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Validate CRMService settings endpoint to ListsPlugin
ListsEndpoints
| Setting | Value | Scope |
|---|---|---|
ListsEndpoints |
http://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/CrmServiceTopdesk/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/CrmServiceTopdesk Note URL (Value) needs to be accessible from the WebAgentService to this CRM Service. 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 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
-
Configure the following settings
| Setting | Value | Scope |
|---|---|---|
ApplicationHost |
Url to the Topdesk environment. Necessary to connect to the Topdesk rest services. (e.g. |
CrmService |
Username |
Username of the Service Account used to access the Topdesk API. |
CrmService |
ApplicationPassword |
Password of the Service Account used to access the Topdesk API. Note Encrypt with the AnywhereNow password tool. |
CrmService |
For additional or optional configuration parameters see Additional configuration CRM Service for TopDesk