Install WebAgent Service
The WebAgent Service is used for communication between the WebAgent FrontEnd and Dialogue Cloud components. This installation is not the installation of the WebAgent FrontEnd itself which is globally hosted and managed by AnywhereNow.
Prerequisites
Licensing prerequisites
A valid WebAgent license is required.
Your subscription may already include the required entitlements. Contact your AnywhereNow representative if you are unsure whether your subscription includes these features.
Configuration prerequisites
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EventForwarder Plugin installed and configured for WebAgent, see: Installing Event Forwarder Plugin
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ApiPlugin installed and configured, see: Install API plugin
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DC2023.03 or lower: CallControls Plugin installed and configured, see: Install Call Controls plugin
Important
Please note that as of DC2023.04 or higher, the CallControls Plugin is no longer needed as a separate plugin as its features have been integrated into the ApiPlugin. You may safely remove any associated settings or configurations related to this plugin. Dialogue Cloud will remove the settings if a A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. upgrade has been requested through the Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments..
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ListsPlugin installed and configured, Install Lists plugin
Installation
Validate Plugin Settings
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.
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Open 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. Config page on SharePoint
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Open the Plugin Settings list
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Validate the following settings:
- Essentials
- for Voice
- for Omnichannel
Note
For DC2025.02a and higher, CallPropertyServiceUrl is no longer required. For Dialogue Cloud Neo (Unify), TimelineServiceUrl is also no longer required because history data is provided by the platform. Customers on earlier supported bundles still require the applicable settings.
| Setting | Value | Scope |
|---|---|---|
AttendantServiceUrl
|
http(s)://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. 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 |
DashboardServiceUrl
|
http(s)://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. |
WebAgentService |
Uri
|
http(s)://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. |
WebAgentService |
| Setting | Value | Scope |
|---|---|---|
AttendantServiceUrl
|
http(s)://fqdn/attendantservice Note URL needs to be accessible from the WebAgent API service to the Attendant 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 |
DashboardServiceUrl
|
http(s)://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. |
WebAgentService |
CallPropertyServiceUrl
|
http(s)://fqdn/CallPropertyService Note URL needs to be accessible from the WebAgent API service to the Call Property Service. This setting is no longer required for DC2025.02a and higher. 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 |
TimelineServiceUrl
|
http(s)://fqdn/UniversalTimelineService Note URL needs to be accessible from the WebAgent API service to the Universal Timeline Service. For Dialogue Cloud Neo (Unify), this setting is not required in DC2025.02a and higher. 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 |
Uri
|
http(s)://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. |
WebAgentService |
For the Dialogue Manager related settings, see: Install Dialogue Manager
| Setting | Value | Scope |
|---|---|---|
AttendantServiceUrl
|
http(s)://fqdn/attendantservice Note URL needs to be accessible from the WebAgent API service to the Attendant 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 |
DashboardServiceUrl
|
http(s)://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. |
WebAgentService |
CallPropertyServiceUrl
|
http(s)://fqdn/CallPropertyService Note URL needs to be accessible from the WebAgent API service to the Call Property Service. This setting is no longer required for DC2025.02a and higher. 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 |
TimelineServiceUrl
|
http(s)://fqdn/UniversalTimelineService Note URL needs to be accessible from the WebAgent API service to the Universal Timeline Service. For Dialogue Cloud Neo (Unify), this setting is not required in DC2025.02a and higher. 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 |
Uri
|
http(s)://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. |
WebAgentService |
RequeueEnabled |
TRUE/FALSE (Default = TRUE) Note Introduced in Bundle DC2024.02 |
WebAgentService |