> 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-ui-and-call-controls.md). # Configure WebAgent UI and call controls Configure shared WebAgent UI behavior and outbound calling controls. Configure only shared WebAgent UI and call-control behavior in this section. CRM-specific embedded UI settings and CTI-plugin-specific settings belong with the relevant integration. ## Prerequisites * WebAgent is enabled for the UCC. * You know which call-control features are enabled for the environment. * You have access to the UCC configuration area that stores WebAgent settings. * You know whether outbound calling is enabled for the UCC. ## Enable outbound calling Use the `UseOutboundCalling` setting to enable outbound calling for WebAgent. | Setting | Scope | Value guidance | | -------------------- | -------- | ------------------------------------------------------------------------------------------------------------ | | `UseOutboundCalling` | `Dialer` | Set to the value approved for the UCC. Use `True` only when outbound calling is enabled for the environment. | {% hint style="info" %} Use `UseOutboundCalling` as the configuration path for current WebAgent outbound calling. Do not use legacy outbound-calling settings unless support instructs you to do so for the customer environment. {% endhint %} ## DTMF capability DTMF sending is controlled per environment. Enable or expose DTMF controls only when the capability is available for the customer environment. If agents must send DTMF tones into the caller or customer leg, for example to operate a remote gate, confirm that DTMF controls are available for the environment and that `EnableDTMFToInitiator` is enabled. Default `False`. ## Legacy call-control plugins For current Dialogue Cloud Neo (Connect) voice scenarios, treat remote call controls as an API plugin, EventForwarder plugin, and call-control capability dependency. Do not introduce legacy plugin configuration unless support confirms that the customer environment still requires it. Legacy source references include these replacement notes: | Legacy plugin | Current guidance | | ---------------------- | --------------------------------------------------------------------------- | | Call Controls plugin | Replaced by the API plugin from bundle DC2023.04. | | Custom Sessions plugin | Replaced by the API plugin and EventForwarder plugin from bundle DC2023.04. | ## Configure generic UI plugin behavior WebAgent can load UI plugin or manifest-bundle behavior when the environment is configured for it. Keep this configuration limited to shared WebAgent UI behavior. ### Iframe plugin availability for Dialogue Cloud Neo The iframe plugin can embed an approved website as a panel inside WebAgent when the target site supports iframe embedding. Before you change UI plugin behavior: 1. Confirm that the setting applies to WebAgent globally and not to a specific CTI or CRM integration. 2. Confirm the manifest or plugin bundle path supplied for the environment. 3. Validate the UI behavior in a non-production UCC or test environment. 4. Confirm that WebAgent still opens correctly for the target user roles. {% hint style="warning" %} Do not move CRM-specific embedded UI settings into generic WebAgent administration. Keep integration-specific UI behavior with the CTI plugin or CRM integration that owns it. {% endhint %} ### Conversation variables in iframe URLs When a conversation is active, WebAgent can append conversation metadata to the configured iframe URL. Use placeholders in angle brackets, for example: ``` https://example.contoso/support?correlationId=&agentUri=&customerUri= ``` Common placeholders include: | Placeholder | Value | | ------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `` | The session identifier for the agent's current WebAgent session. From DC2025.02a, this uses the platform dialogue or call ID instead of the previous hunting conversation ID. | | `` | The internal conversation correlation value. Use this as the lookup key when an iframe integration must keep using the previous internal conversation identifier. | | `` | The signed-in agent's UPN, without the `sip:` prefix. | | `` | The customer URI, such as the phone number or email address of the active dialogue, without the `sip:` or `tel:` prefix. | | `` | The names of the skills the agent belongs to. | | `` | The UCC ID of the active dialogue. | | `` | The UCC IDs the agent belongs to. | {% hint style="warning" %} Before updating to DC2025.02a or higher, review iframe plugin configurations that use `` as a lookup key. If the integration expects the previous internal conversation identifier, change it to use `` instead. The `` placeholder is available from DC2025.01. {% endhint %} ## Validate call controls 1. Sign in to WebAgent with a test user enabled for the target UCC. 2. Confirm that outbound calling is available only when `UseOutboundCalling` is enabled. 3. Confirm that DTMF controls appear only when the capability is available for the customer environment. 4. Confirm that shared UI plugin behavior loads without blocking WebAgent sign-in or call handling. 5. If an iframe plugin uses conversation identifiers, confirm that the receiving system handles the identifier format used by the customer's bundle version. ## Troubleshooting | Symptom | Check | | ---------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | | Outbound calling is unavailable | Confirm `UseOutboundCalling` is enabled for the UCC and the user has the required entitlement. | | DTMF controls are missing | Confirm that the customer environment has DTMF capability available. | | WebAgent UI fails after a plugin change | Revert the last UI plugin or manifest-bundle change and validate with the integration owner. | | Iframe lookup opens the wrong record after a bundle update | Confirm whether the iframe configuration should use `` or `` for the customer environment and bundle version. | --- # Agent Instructions This documentation is published with GitBook. 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