Configure user settings storage for WebAgent
Introduced in DC2025.01
WebAgent can store Agent preferences (personal settings, like personally selected layouts, themes, pop-up behaviors, sorting orders of various queue tabs, personal contact lists and whether a contact group is expanded or not) in a central SQL database so they will follow agents when they sign in from another browser or device
-
storing and activating the connection details in the Secure Vault in OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments. (the preferred method), or
-
manually activating the capability by adding a setting in one or more 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. SharePoint sites.
Method 1: Via Secure Vault in OnePortal (preferred)
Prerequisites
- A configured Secure Vault in OnePortal.
- An Azure SQL Database or SQL Server instance (this can be shared with CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. or DialogueManager database but preferably a standalone database).
- The App-Only connection details to the Azure SQL database.
About server‑side storage
With the capability activated, WebAgent writes each user’s settings to the database. The database schema is created automatically after WebAgentService restarts.
Note
Your database is shared by all WebAgents connected to a specific WebAgentService (WAS). In other words once activated, the feature will be enabled for every WebAgent (e.g. global or regional Url) using that specific WebAgentService.
Configure the capability
For steps to enable this capability, see: How to Connect WebAgent settings DB
Method 2: Via adding a SharePoint list settingPrerequisites
- UCC administrator rights for the SharePoint site.
- An Azure SQL Database or SQL Server instance (this can be shared with CDR or DialogueManager database but preferably a standalone database).
- The fully qualified connection string for the database.
About server‑side storage
When SqlConnectionString is configured, WebAgent writes each user’s settings to the database. The database schema is created automatically after WebAgentService restarts.
Note
Configure the exact same setting in all UCCs using the same WebAgentService. If multiple UCCs publish different connection strings, WebAgentService uses the first value it receives and creates additional, unused databases for the others.
Configure the setting
- Select UCC Config on your SharePoint site.
- Select Plugin Settings.
- On the command bar, select New.
- Enter the values in the following table, and then select Save.
| Field | Value | Notes |
|---|---|---|
Name: SqlConnectionStringScope: WebAgentService |
Encrypted password
Note When creating a login or a password make sure it does NOT contain the following characters: Note Encrypt the password with Plain‑text password (not recommended)
Note When creating a login or a password make sure it does NOT contain the following characters: Warning It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior. Important If the database does not yet exist, it may take longer than 30 seconds to be created. In this case, the default |
Connection string for the SQL database that stores agent settings. |