WebAgentService Plugin Settings Overview

Note

An additional AnywhereNow WebAgent license is required.

Note

An Enterprise license or higher is required to access these features.

Introduction

Below an overview of the available settings for the WebAgentService.

Plugin Settings

Essentials
for Voice
for Omnichannel

Setting	Value	Description
AttendantServiceUrl	https://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]/attendantservice Note URL needs to be accessible from the WebAgent API service to the Attendant Service. If on the same machine, you can use localhost. Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple 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. 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.	The URL used by the WebAgentService to contact the Attendant Service.
DashboardServiceUrl	https://fqdn/dashboardservice Note URL needs to be accessible from the WebAgent API service to the Dashboard 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.	The URL used by the WebAgentService to contact the Dashboard Service.
DciSkill	Name of the Skill used for DCI. Example: DCISkill	Used to define the Skill name that will be used to perform DCI (Direct Call Interceptor The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents.) calls in the UCC.
DefaultPhoneNumberRegion	A valid region/country code, eg "NL" or "US" Default: ZZ	The region/country code to be used when parsing phonenumbers. If the setting is not set in the UCC, then it is set to the default region "ZZ".
Uri	http://fqdn/webagentservice Note URL needs to be accessible from the UCC Service to the WebAgent API service. 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.	The URL used by the UCC to reach the WebAgent Service.
EnableRecordingControl	true/false (default is true)	If set to false the recording call controls are hidden
AutoFinishAudioDialogue	true/false (default is false)	If set to true, the conversation will be removed after the call has been disconnected.

Setting	Value	Description
AttendantServiceUrl	https://fqdn/attendantservice Note URL needs to be accessible from the WebAgent API service to the Attendant Service. If on the same machine, you can use localhost. 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.	The URL used by the WebAgentService to contact the Attendant Service.
ClassificationRequired	TRUE/FALSE Default: False	Classification can enriched the your data. To make sure this is executed, the setting "ClassificationRequired" to make this mandatory.
CrmServiceUri	https://fqdn/CrmServiceDynamics365 Note URL needs to be accessible from the WebAgent API service to 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. Note The CrmService name could be different if a custom name was provided so could be https://fqdn/CrmService 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.	The URL used by the WebAgentService to contact the CRM Service.
DashboardServiceUrl	https://fqdn/dashboardservice Note URL needs to be accessible from the WebAgent API service to the Dashboard 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.	The URL used by the WebAgentService to contact the Dashboard Service.
DciSkill	Name of the Skill used for DCI. Example: DCISkill	Used to define the Skill name that will be used to perform DCI (Direct Call Interceptor) calls in the UCC.
DefaultPhoneNumberRegion	A valid region/country code, eg "NL" or "US" Default: ZZ	The region/country code to be used when parsing phonenumbers. If the setting is not set in the UCC, then it is set to the default region "ZZ".
CallPropertyServiceUrl	https://fqdn/CallPropertyService URL needs to be accessible from the WebAgent API service to the Call Property Service. If on the same machine, you can use localhost.	The URL used by the WebAgent Service to contact the Call Property Service.
TimelineServiceUrl	https://fqdn/UniversalTimelineService Note URL needs to be accessible from the WebAgent API service to the Timeline 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.	The URL used by the WebAgentService to contact the Universal Timeline Service.
Uri	http://fqdn/webagentservice Note URL needs to be accessible from the UCC Service to the WebAgent API service. 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.	The URL used by the UCC to reach the WebAgent Service.
EnableRecordingControl	true/false (default is true)	If set to false the recording call controls are hidden
AutoFinishAudioDialogue	true/false (default is false)	If set to true, the conversation will be removed after the call has been disconnected.

For the Dialogue Manager related settings, see: Dialogue Manager Plugin Settings Overview

Setting	Value	Description
AttendantServiceUrl	https://fqdn/attendantservice Note URL needs to be accessible from the WebAgent API service to the Attendant Service. If on the same machine, you can use localhost. 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.	The URL used by the WebAgentService to contact the Attendant Service.
ClassificationRequired	TRUE/FALSE Default: False	Classification can enriched the your data. To make sure this is executed, the setting "ClassificationRequired" to make this mandatory.
CrmServiceUri	https://fqdn/CrmServiceDynamics365 Note URL needs to be accessible from the WebAgent API service to the CRM Service. Note The CrmService name could be different if a custom name was provided so could be https://fqdn/CrmService 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.	The URL used by the WebAgentService to contact the CRM Service.
DashboardServiceUrl	https://fqdn/dashboardservice Note URL needs to be accessible from the WebAgent API service to the Dashboard 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.	The URL used by the WebAgentService to contact the Dashboard Service.
DciSkill	Name of the Skill used for DCI. Example: DCISkill	Used to define the Skill name that will be used to perform DCI (Direct Call Interceptor) calls in the UCC.
DefaultPhoneNumberRegion	A valid region/country code, eg "NL" or "US" Default: ZZ	The region/country code to be used when parsing phonenumbers. If the setting is not set in the UCC, then it is set to the default region "ZZ".
CallPropertyServiceUrl	https://fqdn/CallPropertyService URL needs to be accessible from the WebAgent API service to the Call Property Service. If on the same machine, you can use localhost.	The URL used by the WebAgent Service to contact the Call Property Service.
TimelineServiceUrl	https://fqdn/UniversalTimelineService Note URL needs to be accessible from the WebAgent API service to the Timeline 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.	The URL used by the WebAgentService to contact the Universal Timeline Service.
Uri	http://fqdn/webagentservice Note URL needs to be accessible from the UCC Service to the WebAgent API service. 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.	The URL used by the UCC to reach the WebAgent Service.
EnableRecordingControl	true/false (default is true)	If set to false the recording call controls are hidden
AutoFinishAudioDialogue	true/false (default is false)	If set to true, the conversation will be removed after the call has been disconnected.