> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/webagent/configure-webagent-service-settings.md). # Configure WebAgent service settings Configure WebAgentService connections and UCC-specific service settings. WebAgentService settings connect WebAgent to the backend services that support enabled WebAgent capabilities for a UCC. Use the WebAgentService endpoint and related service URLs supplied for the customer environment. ## Prerequisites * WebAgent is enabled for the UCC. * The UCC exists and is ready for WebAgent configuration. * You have the WebAgentService endpoint provided for the environment. * You know which WebAgent features are enabled for the UCC, such as dashboard data, attendant integration, timeline, call properties, text requeue, or user settings storage. * Required backend services for the enabled features are available. {% hint style="warning" %} Do not use legacy local hostnames, local port examples, or legacy script values in Atlas cloud configuration. Use the endpoint values supplied for the customer environment. {% endhint %} ## Configure core service connections Configure the core service connections that WebAgentService needs for the UCC. | Setting | Scope | Required when | Value guidance | | --------------------- | ----------------- | -------------------------------------------- | -------------------------------------------------------------- | | `DashboardServiceUrl` | `WebAgentService` | WebAgent uses dashboard data | Use the Dashboard Service URL supplied for the environment. | | `AttendantServiceUrl` | `WebAgentService` | WebAgent needs Attendant Service integration | Use the Attendant Service URL supplied for the environment. | | `Uri` | `WebAgentService` | The UCC needs to reach WebAgentService | Use the WebAgentService endpoint supplied for the environment. | ## Configure capability-specific settings Configure capability-specific settings only when the matching feature is enabled for the UCC. Do not use package labels alone to decide which settings to add; confirm the enabled capabilities for the environment. The legacy source repeats many WebAgentService settings under voice and omnichannel headings. In Atlas, treat the settings as one WebAgentService reference and configure them according to the feature area that is active for the UCC. | Setting | Scope | Feature area | Value guidance | | -------------------------- | ----------------- | ---------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `TimelineServiceUrl` | `WebAgentService` | Timeline information for existing deployments that continue using Universal Timeline Service history | Use only when the customer environment is approved to continue Universal Timeline Service history. | | `CallPropertyServiceUrl` | `WebAgentService` | Call-property lookup and call classification support | Use the Call Property Service URL supplied for the environment. | | `ClassificationRequired` | `WebAgentService` | Required call classification | Set to `true` only when agents must classify audio dialogues before the handling flow is considered complete. | | `SqlConnectionString` | `WebAgentService` | Central WebAgent user-settings storage | Use the managed SQL connection configured for WebAgent user settings. | | `DciSkill` | `WebAgentService` | Direct Call Interceptor (DCI) calling | Use the skill name approved for DCI calls in the UCC. | | `EnableRecordingControl` | `WebAgentService` | Recording call controls | Set to `false` only when recording controls must be hidden for the environment. | | `AutoFinishAudioDialogue` | `WebAgentService` | Audio dialogue cleanup after disconnect | Set to `true` only when disconnected audio conversations should be removed automatically after the call ends. | | `SkillsRestrictedFor` | `WebAgentService` | Waiting-tab skill visibility | Use `None`, `AgentOnly`, or `AgentAndSupervisor` to control whether queued dialogues are shown for all skills or only assigned skills. This changes WebAgent visibility, not routing. | | `RequeueEnabled` | `WebAgentService` | Inbound text requeue capability | Defaults to enabled. Set only when the environment owner wants to disable inbound text requeue for the UCC. | | `DefaultPhoneNumberRegion` | `WebAgentService` | Phone-number parsing for contact-list values that are not already in E.164 format | Use an ISO 3166 alpha-2 region code such as `NL` or `US`. If not configured, the default region is `ZZ`. | ### Waiting-tab skill visibility Use `SkillsRestrictedFor` when agents or supervisors should see only a subset of queued dialogues on the WebAgent waiting tab. | Value | Waiting-tab behavior | | -------------------- | ------------------------------------------------------------------------------------------------ | | `None` | Agents and supervisors can see queued dialogues for all skills. | | `AgentOnly` | Agents see queued dialogues only for assigned skills; supervisors can still see all skills. | | `AgentAndSupervisor` | Agents see assigned skills only. Supervisors who are also agents see only their assigned skills. | This setting changes WebAgent visibility only. It does not assign skills to agents and does not change routing eligibility. ### Phone-number region parsing Use `DefaultPhoneNumberRegion` when WebAgent must parse national or international phone-number values from contact lists into the E.164 format required by the UCC. Configure the setting only when the customer environment uses contact-list phone numbers that need a default country or region during parsing. If contact-list values are already normalized to E.164, do not add an unnecessary regional assumption. For the broader relationship between WebAgent parsing, CRM Service recognition, CTI plugin URL formatting, and callback normalization, see **Phone-number formatting and normalization**. {% content-ref url="/pages/SVfbm8qnN8jL96ZNBHiv" %} [Phone-number formatting and normalization](/channels-integrations/setting-up-integrations/phone-number-formatting-and-normalization.md) {% endcontent-ref %} ## WebAgent history source From DC2025.02a, Dialogue Cloud Neo customers use Dialogue Insights for WebAgent history. Dialogue Insights starts gathering data after the DC2025.02a bundle update, so history becomes available from that point onward. New customers onboarding to Dialogue Cloud Neo (Connect) or Dialogue Cloud Neo (Unify) use Dialogue Insights only. A customer-owned CDR database is not supported for new Dialogue Cloud Neo deployments. Existing customers upgrading to Dialogue Cloud Neo can continue using an existing customer-owned CDR database together with Dialogue Insights where that configuration is already approved. For these environments, keep `TimelineServiceUrl` only when Universal Timeline Service history remains part of the approved setup. ## Configure ListsPlugin settings ListsPlugin settings allow settings from the UCC configuration source to be pushed to WebAgentService. | Setting | Purpose | Value guidance | | ------------------------ | ----------------------------------------------------------------- | -------------------------------------------------------------- | | `ListsEndpoints` | Defines the WebAgentService settings endpoint used by ListsPlugin | Use the WebAgentService settings endpoint for the environment. | | `PollingIntervalMinutes` | Defines how often ListsPlugin checks for settings updates | Use the interval supplied or approved for the environment. | The source endpoint shape for settings is `/api/v1/settings`. Combine that path only with the WebAgentService endpoint supplied for the environment. When multiple UCCs or Services in the same region use ListsPlugin-backed settings, keep `ListsEndpoints` aligned to the approved regional WebAgentService settings endpoint. Do not mix environment-specific endpoints unless support has confirmed the design. If more than one ListsPlugin value is required for an existing environment, keep each value on a separate line in the configuration source and validate that settings changes reach WebAgentService after the next polling cycle. ## Validate service settings 1. Confirm that WebAgentService has the required service URLs for the UCC. 2. Confirm that optional service URLs are present only for features enabled for the UCC. 3. Confirm that ListsPlugin points to the WebAgentService settings endpoint. 4. Sign in to WebAgent with a test user. 5. Validate the enabled feature areas, such as dashboard data, attendant integration, timeline information, call-property behavior, text requeue, or user settings storage. ## Troubleshooting | Symptom | Check | | ---------------------------------------------------- | ------------------------------------------------------------------------------------ | | WebAgent opens but feature data is missing | Confirm the related service URL is configured for the UCC. | | Inbound text dialogues cannot be requeued | Confirm `RequeueEnabled` is present and not disabled for the UCC. | | Settings changes do not reach WebAgentService | Confirm `ListsEndpoints` and `PollingIntervalMinutes` for ListsPlugin. | | A feature appears for a UCC where it is not expected | Confirm the feature entitlement and optional service URL configuration for that UCC. | --- # Agent Instructions This documentation is published with GitBook. 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