Genesys Multimedia Reference Manual
Below you will find brief information for Multimedia 7.6. This document provides information on configuration options and on field codes used in standard responses for the Genesys Multimedia platform. It covers components like Universal Contact Server, Interaction Server, Web API Server, Chat Server, and E-mail Server.
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Multimedia 7.6
Reference Manual
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2005–2009 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com
for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories,
Inc. All other trademarks and trade names referred to in this document are the property of other companies. The
Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com
.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following regional numbers:
Region
North and Latin America
Europe, Middle East, and Africa
Asia Pacific
Japan
Telephone
+888-369-5555 or +506-674-6767
+44-(0)-1276-45-7002
+61-7-3368-6868
+81-3-6361-8950
Prior to contacting technical support, please refer to the
Genesys Technical Support Guide
for complete contact information and procedures.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys 7 Licensing Guide
.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Document Version: 76mm_ref_01-2009_v7.6.101.00
Preface
Chapter 1
Table of Contents
Multimedia and the CIM Platform .............................................................. 8
Document Conventions ........................................................................... 10
Making Comments on This Document .................................................... 14
Document Change History ...................................................................... 14
New in Version 7.6.1........................................................................... 14
Configuration Options ......................................................................... 15
New in this 7.6.1 Release........................................................................ 16
Common Log Options and Servers ......................................................... 17
General Changes to Configuration Options............................................. 17
Universal Contact Server Options ........................................................... 18
Universal Contact Server Proxy Options ................................................. 37
Interaction Server Options....................................................................... 37
Interaction Server Proxy Options............................................................. 60
Web API Server Options ......................................................................... 60
Web Compound Samples........................................................................ 63
E-mail Server Java Options..................................................................... 70
Multiple POP clients............................................................................ 71
E-mail Server Java—Options Table.................................................... 72
Reference Manual 3
Table of Contents
Chapter 2
Appendix
Co-Browsing Server Options ................................................................. 101
Classification Server Options ................................................................ 102
Training Server Options......................................................................... 105
Knowledge Manager Options ................................................................ 106
Disconnect Detection Protocol for Components .................................... 109
Field Codes in Standard Responses ................................................ 113
Escape Codes and Sequences ........................................................ 114
Operator Precedence ....................................................................... 118
Named Constants ............................................................................. 119
Date/Time Functions......................................................................... 127
Type Conversion ............................................................................... 135
Mathematical Functions .................................................................... 144
Miscellaneous Functions .................................................................. 145
Interaction Object.............................................................................. 150
Retired Components and Options .................................................... 153
Retired Between Multimedia 7.5 and Multimedia 7.6 ............................ 153
Retired Between Multimedia 7.2 and Multimedia 7.5 ............................ 153
Retired Between Multi-Channel Routing 7.1 and Multimedia 7.2 .......... 154
Retired Between Multi-Channel Routing 7.0 and 7.1 ............................ 154
Universal Contact Server .................................................................. 154
Web Compound Samples ................................................................. 155
Retired Between ICS 6.5.x and Multi-Channel Routing 7.0................... 155
Retired Components ......................................................................... 155
Universal Contact Server Options..................................................... 155
Web API Server Options................................................................... 157
Chat Server Options ......................................................................... 158
E-mail Server Java Options .............................................................. 158
Classification Server Options............................................................ 167
Training Server Options .................................................................... 167
4 Multimedia 7.6
Table of Contents
Index
Reference Manual—Title of Book, if Needed (Title2) 5
Table of Contents
6 Multimedia 7.6
Reference Manual
Preface
Welcome to the Multimedia 7.6 Reference Manual. This document provides you with information on Multimedia 7.6 configuration options and on field codes used in standard responses.
Multimedia was known as Multi-Channel Routing in releases 7.0 and 7.1.
This manual is valid only for the 7.6 release(s) of this product.
Note:
For versions of this document created for other releases of this product, please visit the Genesys Technical Support website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
z z z z z z z
This chapter provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information:
Multimedia and the CIM Platform, page 8
Making Comments on This Document, page 14
Document Change History, page 14
7
8
Preface Multimedia and the CIM Platform
Multimedia and the CIM Platform
Genesys Multimedia (formerly Multi-Channel Routing) is a cover term for
Genesys components that work together to manage interactions whose media is something other than traditional telephonic voice (for example, e-mail or chat).
Multimedia includes some parts of the Genesys Customer Interaction
Management (CIM) Platform, plus certain of the media channels that run on top of the Platform.
CIM Platform
The CIM Platform consists of the following:
•
Management Framework
•
Reporting (CC Analyzer, CCPulse+)
•
Interaction Management, which in turn consists of:
Universal Routing
Interaction Workflow
Knowledge Management
Content Analysis
Universal Contact History
On top of the CIM Platform are various media channels. Some, such as
Genesys Network Voice, handle traditional telephony. Others, such as Genesys
E-mail, handle other media.
Multimedia
Multimedia, then, consists of the following:
•
From the CIM Platform, all of Interaction Management except for
Universal Routing:
Interaction Workflow—centralized handling of interactions irrespective of media type
Knowledge Management—creation and maintenance of standard responses and screening rules
Content Analysis—optional enhancement to Knowledge Management, applying natural language processing technology to categorize interactions
Universal Contact History—storage of data on contacts and on interactions (linked as threads)
Universal Routing is not considered part of Multimedia because it deals with both traditional telephonic interactions and the nontraditional interactions that are handled in Multimedia.
Multimedia 7.6
Preface
Reference Manual
Multimedia and the CIM Platform
•
From the media channels, at least one of the following:
Genesys E-mail—e-mail
Genesys Web Media—chat
Genesys Open Media—ability to add customized support for other media (fax, for example)
•
Optionally, Web Collaboration—the ability for agents and customers to cobrowse (simultaneously navigate) shared web pages. This is an option that you can add to either Genesys Web Media or Inbound Voice.
See
Media
Channels
(others) Genesys
Inbound
Voice
Genesys
Network
Voice
Genesys
Genesys
Web
Media
Genesys
Open
Media
Interaction Management
Universal Routing
Knowledge Management
Content Analysis
Interaction Workflow Universal Contact History
Multimedia
Reporting
Framework
Figure 1: Multimedia in Relation to the CIM Platform and Media Channels
Note:
Although Universal Routing is not considered part of Multimedia, any functioning solution (platform plus channels) that includes any part of the Interaction Management sector requires Universal Routing.
Licensing
Licensing requirements are:
•
For each agent: one Multimedia Agent seat.
•
For each media option: one media channel (E-mail and/or Web Media and/or custom media).
•
For Genesys Content Analyzer: NLP Content Analysis license.
See also the Genesys 7 Licensing Guide.
Reporting
Reporting templates are available for Multimedia. For details see the Reporting
Technical Reference Guide for the Genesys 7.x Release.
9
Preface Intended Audience
Intended Audience
This document, primarily intended for all users involved in setting up Genesys
Multimedia, assumes that you have a basic understanding of:
•
E-mail and web technology.
•
Network design and operation.
•
Your own network configurations.
You should also be familiar with:
•
Genesys Framework architecture and functions.
•
Computer-telephony integration (CTI) concepts, processes, terminology, and applications.
Chapter Summaries
In addition to this preface, this document contains the following chapters and appendix:
•
Chapter 1, “Configuration Options,” on page 15 . This chapter
provides infor
mation about setting options, and lists all
configuration options for
Multimedia.
•
Chapter 2, “Field Codes in Standard Responses,” on page 113
.
This chapter provides information on field codes and their uses in standard responses.
•
The appendix, “Retired Components and Options” on page 153 . This
appendix lists the configuration options retired in releases 7, 7.1, and 7.2.
Document Conventions
This document uses certain stylistic and typographical conventions— introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
76mm_ref_01-2009_v7.6.001.00
You will need this number when you are talking with Genesys Technical
Support about this product.
10 Multimedia 7.6
Preface Document Conventions
Type Styles
Examples:
Italic
In this document, italic is used for emphasis, for documents’ titles, for definitions of (or first references to) unfamiliar terms, and for mathematical variables.
•
Please consult the Genesys 7 Migration Guide for more information.
•
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
•
Do not use this value for this option.
•
The formula, x +1 = 7 where x stands for . . .
Examples:
Example:
Monospace Font
A monospace font, which looks like teletype or typewriter text
, is used for all programming identifiers and GUI elements.
This convention includes the names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages; the values of options; logical arguments and command syntax; and code samples.
•
Select the Show variables on screen check box.
•
Click the
Summation
button.
•
In the
Properties
dialog box, enter the value for the host server in your environment.
•
In the Operand text box, enter your formula.
•
Click
OK
to exit the
Properties
dialog box.
•
The following table presents the complete set of error messages T-Server
® distributes in
EventError
events.
•
If you select true
for the inbound-bsns-calls
option, all established inbound calls on a local agent are considered business calls.
Monospace is also used for any text that users must manually enter during a configuration or installation procedure, or on a command line:
•
Enter exit
on the command line.
Screen Captures Used in This Document
Screen captures from the product GUI (graphical user interface), as used in this document, may sometimes contain a minor spelling, capitalization, or grammatical error. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from
Reference Manual 11
Preface Related Resources installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Square Brackets
Square brackets indicate that a particular parameter or value is optional within a logical argument, a command, or some programming syntax. That is, the parameter’s or value’s presence is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Here is a sample: smcp_server -host [/flags]
Angle Brackets
Angle brackets indicate a placeholder for a value that the user must specify.
This might be a DN or port number specific to your enterprise. Here is a sample: smcp_server -host
<confighost>
Related Resources
Consult these additional resources as necessary:
•
Multimedia 7.6 Deployment Guide, which describes deployment procedures for all Multimedia components.
•
Multimedia 7.6 User’s Guide, which provides overall information and recommendations on the use and operation of Multimedia.
•
Multimedia 7.6 Universal Contact Server Manager Help, which is a guide to the Universal Contact Server Manager user interface.
•
Multimedia 7.6 Knowledge Manager Help, which is a guide to the
Knowledge Manager user interface.
•
Multimedia 7.6 Web API Reference, which is a Javadoc listing of classes, methods, fields, and constants of the Web API portion of the Web API
Server component.
•
Multimedia 7.6 Web API Client Developer’s Guide, which describes the structure of the Web API, explains the Simple and Compound Samples, and describes procedures for customizing them.
•
Genesys 7 Events and Models Reference Manual, which includes a set of basic interaction models, showing the components involved and the event messages sent among them. These models and events were formerly
12 Multimedia 7.6
Preface
Reference Manual
Related Resources presented in the Open Media Interaction Models Reference Manual. The request messages that were also described in that book are now documented in the API References of the Platform SDK.
•
Genesys Desktop 7.6 Deployment Guide, which describes deployment procedures for the Genesys Desktop.
•
Genesys Desktop 7.6 Developer’s Guide, which describes customizing the
Genesys Desktop.
•
Genesys Desktop 7.6 Agent Help, which is a guide to the Genesys Agent
Desktop.
•
Genesys Desktop 7.6 Supervisor's Help, which is a guide to the Genesys
Supervisor Desktop.
•
Universal Routing 7.6 Reference Manual, which contains descriptions of all routing strategy objects, including those that are specific to Multimedia.
•
Universal Routing 7.5 Strategy Samples, which describes the sample strategies supplied with Universal Routing.
•
Universal Routing 7.5 Business Process User’s Guide, which contains step-by-step instructions for using Interaction Routing Designer to design interaction workflows. It also describes the sample business processes supplied with Multimedia.
•
Universal Routing 7.6 Interaction Routing Designer Help, which is a guide to Interaction Routing Designer, including the portion of it that designs interaction workflows and business processes for Multimedia.
•
“Multimedia Log Events” in Framework 7.6 Combined Log Events Help, which is a comprehensive list and description of all events that may be recorded in logs.
•
The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library DVD and which provides a comprehensive list of the Genesys and CTI terminology and acronyms used in this document.
•
The Genesys 7 Migration Guide, also on the Genesys Documentation
Library DVD, which contains a documented migration strategy for
Genesys product releases 5.x and later. Contact Genesys Technical Support for additional information.
•
The Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/support
•
The documentation on the other three members of the Genesys Customer
Interaction Platform: Universal Routing, Reporting, and Management
Framework.
Information on supported hardware and third-party software is available on the
Genesys Technical Support website in the following documents:
•
Genesys Supported Operating Systems and Databases
•
Genesys Supported Media Interfaces
13
Preface Making Comments on This Document
Genesys product documentation is available on the:
•
Genesys Technical Support website at
http://genesyslab.com/support
.
•
Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]
.
Making Comments on This Document
If you especially like or dislike anything about this document, please feel free to e-mail your comments to
.
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical
Support if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
Document Change History
This section lists topics that are new in the current release of this document, or that have changed significantly from the preceding release.
New in Version 7.6.1
The following topics have been added or significantly changed since the initial
7.6 release:
•
“Universal Contact Server Proxy Options” on page 37
is new for the 7.6.1 release.
•
“Interaction Server Proxy Options” on page 60
is new for the 7.6.1 release.
•
For the 7.6.1 release, new options have been added for the Interaction
Server DAP for Event Logger. Refer to Table 6 on page 40
for a list of these new options.
•
The previously undocumented option db-schema-name has been documented for Universal Contact Server.
14 Multimedia 7.6
Chapter
1
Configuration Options
This chapter describes the configuration options for Multimedia and includes the following topics: z z z z z z z z z z z z z z z
New in this 7.6.1 Release, page 16
Common Log Options and Servers, page 17
General Changes to Configuration Options, page 17
Universal Contact Server Options, page 18
Universal Contact Server Proxy Options, page 37
Interaction Server Options, page 37
Interaction Server Proxy Options, page 60
Web API Server Options, page 60
E-mail Server Java Options, page 70
Co-Browsing Server Options, page 101
Classification Server Options, page 102
Training Server Options, page 105
Knowledge Manager Options, page 106
Disconnect Detection Protocol for Components, page 109
z z
Note:
The Application Cluster component has no configuration options, so it is not discussed in this chapter.
Reference Manual 15
Chapter 1: Configuration Options New in this 7.6.1 Release
New in this 7.6.1 Release
Genesys has made the following changes to the configuration of Multimedia
7.6.1 components, compared to their 7.6.0 counterparts:
•
For the UCS option log-memory-usage
, the default value has been changed from
FALSE
to
TRUE
.
•
For the UCS option log-db-flow-rate
, the default value has been changed from
FALSE
to
TRUE
.
•
A new option, max-workbin-interactions
, has been added for Interaction
Server.
•
For the Interaction Server DAP, new sections and options have been added for Event Logger. For more information on Event Logger, refer to the
Multimedia 7.6 User’s Guide. The following sections and options have been added to the configuration of the Interaction Server DAP:
sections esp-custom-data , esp-service-data, and itx-custom-data have been added to provide the ability to define user data to be saved to the database.
section event-filtering has been added with the following new
options: log-agent-activity log-agent-state log-esp-service log-queue log-strategy log-userdata section logger-settings
has been added with the following new
options: batch-size mandatory-logging max-queue-size storing-timeout
•
For Web Compound Samples, changed the applets-code-base option’s default (and valid) values from
/CodeBase76
to
/CodeBase761
.
•
Two new components have been added. The names of these new components are Universal Contact Server Proxy and Interaction Server
Proxy.
Setting Options
Depending on the option and component, you configure options in various locations. You configure some on the Options tab in the Properties dialog box
16 Multimedia 7.6
Chapter 1: Configuration Options Common Log Options and Servers of each application. You configure others on the
Annex
tab in the
Properties dialog box for the applications, objects, and Tenants used by Multimedia.
To access the
Annex
tab on the
Properties
dialog box, make sure that the
Annex tab is displayed:
1. In Configuration Manager, select
Options
from the
View
menu.
2.
Make sure that the
Show Annex tab in object properties
check box is selected.
The following sections list all options for Multimedia. The same option can appear in the
Properties
dialog box of different configuration objects.
Common Log Options and Servers
The log
section and its associated log options are common to all Genesys servers. Many of the default values for these options are standard. With the exception of the messagefile
option, all servers specific to Multimedia 7.6 have the same log options and values. The common log options and values include:
•
all
= stdout
•
buffering
= false
•
standard
= stdout
•
trace
= stdout
•
verbose
= standard
All sections for components are listed in this chapter. However, for the log section, only the messagefile
option is specifically mentioned for each server, because its value is unique to the server. For a detailed description of these options, see Chapter 2, “Common Log Options,” in the Framework 7.6
Configuration Options Reference Manual.
General Changes to Configuration Options
In Multimedia 7.6, a few options were added or changed. All additions or changes for each component are indicated in their tables and options in this chapter.
Previously, in Multi-Channel Routing 7.1, most of the option names were changed to lowercase letters and hyphens, to reflect standard-naming conventions for options in Genesys products.
Reference Manual 17
Chapter 1: Configuration Options Universal Contact Server Options
Note:
See the Appendix on page 153 for information about what options
were retired in this release (or in Multimedia 7.2 or Multi-Channel
Routing 7 and 7.1), and whether these options or their functionality were incorporated into other options.
Universal Contact Server Options
This section describes the configuration options for Universal Contact Server
(UCS), a stand-alone application. Use Configuration Manager to view or
change these options. See page 16
for information on accessing configuration options.
UCS options are located in two places:
•
On the Options tab of the Properties
lists the sections and the options that belong in each section.
•
In the Database Access Point (DAP) configuration object. In the DAP object, selecting the
JDBC Connection
option on the
General
tab displays a
JDBC Info
tab with these options. Table 2 on page 20
lists them.
If the
JDBC Connection
is checked, this DAP specifies a JDBC type connection (for Java applications using JDBC). If it is not checked, the
DAP is a regular DAP for an application using a DB Server application.
Note:
The main-db-pruning and archive-db-pruning sections and their associated options do not appear in the UCS application template.
When Universal Contact Server (UCS) Manager first connects to UCS, these sections and options are created automatically and appear in the
Annex tab. If you have more than one tenant, these options include the tenant dbid. You configure the options in these sections only through
UCS Manager. Do not modify them using Configuration Manager.
lists these options.
18 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
Table 1: Universal Contact Server Configuration Options
Option Section
Options Tab
ports settings
New/Existing
ucsapi allow-additional-column allow-missing-index archiving-nb-records-per-task archiving-task-pool-size convert-idn-to-unicode enable-reporting fieldcode-format-locale hide-attached-data log-db-flow-rate log-memory-usage max-select-count openmedia-create-full-interaction primary-attribute-lookup-strategy replace-blank-fieldcode reporting-interval reporting-notifier-pool-size reporting-event-queue-size reporting-event-queue-size retry-on-deadlock
New
Existing
Existing
Existing
Existing
Existing srl-cache-load-attachment-summary Existing synchronize-cache Existing synchronize-contact-metadata-attributes Existing synchronize-ixn-attributes synchronize-ixn-metadata-attributes
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
New
Reference Manual
See Page
19
Chapter 1: Configuration Options Universal Contact Server Options
Table 1: Universal Contact Server Configuration Options (Continued)
Section Option
settings (continued) third-party-max-queueing-time log third-party-pool-size ucsapi-backlog ucsapi-duplex-mode ucsapi-loopback-timeout messagefile
New/Existing
Existing
Existing
Existing
Existing
Existing
Existing
Table 2: UCS Configuration Options in DAP Object
Tab
JDBC Info
Options tab, any section
Option
Debug
QueryTimeout
Role connection-failed-retry db-schema-name inactive-scroll-timeout inactive-txn-timeout instance interpret-prepared-statements login-timeout long-query-timeout max-connections max-idle-time service
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
New/Existing
Existing
Existing
Existing
Existing
Existing
See Page
See Page
20 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
Table 3: UCS Configuration Options in Annex Tab
Section Option
main-db-pruning
Note: Options listed in this section are set using UCS Manager.
Do not change them using Configuration
Manager. Doing so might cause consistency problems.
action day-of-month day-of-week frequency period period-type run-at run-status archive-db-pruning
Note: Options listed in this section are set using UCS Manager.
Do not change them using Configuration
Manager. Doing so might cause consistency problems.
day-of-month day-of-week frequency period period-type run-at run-status
Option descriptions follow.
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
New/Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Note:
If the default value of an option differs from that in the application template, consider the value in the template more accurate.
See Page
action
Default Value: move-old-threads
Valid Values: move-old-threads, delete-old-threads
Changes Take Effect: Immediately
Specifies the type of action to be performed when the pruning process runs.
•
delete-old-threads
specifies that UCS will delete old threads from the source database.
•
move-old-threads
specifies that UCS will delete old threads from the source database and copy them to the Archive database.
See the Note on
Reference Manual 21
Chapter 1: Configuration Options Universal Contact Server Options
allow-additional-column
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Allows (
TRUE
) or prohibits (
FALSE
) Universal Contact Server to run with tables that have additional columns.
allow-missing-index
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Allows (
TRUE
) or prohibits (
FALSE
) Universal Contact Server to run with tables that have missing indexes.
archiving-nb-records-per-task
Default Value:
1000
Valid Values: Any integer greater than 1
Changes Take Effect: After restart
Specifies the number of rows that a task processes sequentially during an
archiving or pruning database process. See the Note on page 18 .
archiving-task-pool-size
Default Value: 4
Valid Values: Any integer greater than
1
Changes Take Effect: After restart
Specifies the default number of parallel or pruning tasks used to execute a database archiving process. See the Note on
connection-failed-retry
Default Value: 2
Valid Values: Any integer greater than or equal to
0
Changes Take Effect: After restart
Specifies the number of attempts to get a database connection when the connection is refused by the server hosting the database. This option applies only to MSSQL databases.
convert-idn-to-unicode
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
This option enables or disables the conversion from idn-encoded to unicode. If this option is set to
FALSE
, UCS works in compatibility mode, using the same behavior as previous versions of Multimedia.
22 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
If this option is set to
TRUE
, at the next startup after the option change:
•
UCS converts all idn-encoded contact e-mail addresses in the database to unicode
•
E-Mail Server Java reads the updated UCS option and converts all idnencoded addresses to unicode
•
UCS TT reads the updated UCS option and converts all contact e-mail addresses that are idn-encoded to unicode during the migration of contacts from 6.5.
If this option is changed from
TRUE
to
FALSE
, at the next startup after the option change, UCS converts contact e-mail addresses that are unicode to idnencoded.
day-of-month
Default Value:
1
Valid Values: Any integer from
1–28
Changes Take Effect: Immediately
Specifies the day of the month to run the pruning process, if you set the value of the frequency
option to monthly.
See the Note on
day-of-week
Default Value: sunday
Valid Values: Any day of the week (not case sensitive)
Changes Take Effect: Immediately
Specifies the day of the week to run the process, if the you set the value of the frequency
option to weekly.
.
db-schema-name
Default Value: None
Valid Values: Any character string
Changes Take Effect: After restart
This option stores the name of the owner that created (is the owner of) the UCS database schema. This option is only used when UCS connects to an Oracle database using an account that is not the owner of the database schema.
Debug
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Enables or disables the debugging information for the JDBC driver (console only). When enabled (value of true
), debugging information is provided.
enable-reporting
Default Value:
TRUE
Reference Manual 23
Chapter 1: Configuration Options Universal Contact Server Options
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Enables (
TRUE
) or disables (
FALSE
) the computing of UCS reporting metrics by
Stat Server.
fieldcode-format-locale
Default Value: No default value
Valid Values: Any valid Java locale in the language_COUNTRY format
Changes Take Effect: Immediately
When specified, defines the locale that must be used to format date, time, currency, and percent values in Field Codes. If not specified, the server uses the default platform.
Table 4 lists the available values for this option, in accordance with the IS0 639
and ISO 3166 standards. The value format is:
<two letter code of ISO 639>_<two letter code of ISO 3166>
Note:
See http://www.w3.org/WAI/ER/IG/ert/iso639.htm
and http://www.iso.org/iso/en/prods-services/iso3166ma/02iso-3166code-lists/list-en1.htm
for information on these standards.
Value
ar_AE ar_BH ar_DZ ar_EG ar_IQ ar_JO ar_KW ar_LB ar_LY ar_MA ar_OM ar_QA
Table 4: Values for fieldcode-format-locale Option
Language/Country Value
Arabic (United Arab Emirates) es_PE
Arabic (Bahrain)
Arabic (Algeria) es_PR es_PY
Arabic (Egypt)
Arabic (Iraq) es_SV es_UY
Arabic (Jordan)
Arabic (Kuwait) es_VE et_EE
Arabic (Lebanon)
Arabic (Libya) fi_FI fr_BE
Arabic (Morocco)
Arabic (Oman) fr_CA fr_CH
Arabic (Qatar) fr_FR
Language/Country
Spanish (Peru)
Spanish (Puerto Rico)
Spanish (Paraguay)
Spanish (El Salvador)
Spanish (Uruguay)
Spanish (Venezuela)
Estonian (Estonia)
Finnish (Finland)
French (Belgium)
French (Canada)
French (Switzerland)
French (France)
24 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
Table 4: Values for fieldcode-format-locale Option (Continued)
Value
ar_SA da_DK de_AT de_CH de_DE de_LU el_GR en_AU en_CA ar_SD ar_SY ar_TN ar_YE be_BY bg_BG ca_ES cs_CZ en_GB en_IE en_IN en_NZ en_US en_ZA es_AR es_BO es_CL
Language/Country
Arabic (Saudi Arabia)
Arabic (Sudan)
Arabic (Syria)
Arabic (Tunisia)
Arabic (Yemen)
Byelorussian (Belarus)
Bulgarian (Bulgaria)
Catalan (Spain)
Czech (Czech Republic)
Danish (Denmark)
German (Austria)
German (Switzerland)
German (Germany)
German (Luxembourg)
Greek (Greece)
English (Australia)
English (Canada)
English (United Kingdom)
English (Ireland)
English (India)
English (New Zealand)
English (United States)
English (South Africa)
Spanish (Argentina)
Spanish (Bolivia)
Spanish (Chile)
Value
fr_LU ko_KR lt_LT lv_LV mk_MK nl_BE nl_NL no_NO no_NO_NY hi_IN hr_HR hu_HU is_IS it_CH it_IT iw_IL ja_JP pl_PL pt_BR pt_PT ro_RO ru_RU sh_YU sk_SK sl_SI sq_AL
Language/Country
French (Luxembourg)
Hindi (India)
Croatian (Croatia)
Hungarian (Hungary)
Icelandic (Iceland)
Italian (Switzerland)
Italian (Italy)
Hebrew (Israel)
Japanese (Japan)
Korean (South Korea)
Lithuanian (Lithuania)
Latvian/Lettish (Latvia)
Macedonian (Macedonia)
Dutch (Belgium)
Dutch (Netherlands)
Norwegian (Norway)
Nynorsk (Norway)
Polish (Poland)
Portuguese (Brazil)
Portuguese (Portugal)
Romanian (Romania)
Russian (Russia)
Serbo-Croatian (Yugoslavia)
Slovak (Slovakia)
Slovenian (Slovenia)
Albanian (Albania)
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Chapter 1: Configuration Options Universal Contact Server Options
Table 4: Values for fieldcode-format-locale Option (Continued)
Value
es_CO es_CR es_DO es_EC es_ES es_GT es_HN es_MX es_NI es_PA
Language/Country Value
sr_YU
Spanish (Columbia)
Spanish (Costa Rica) sv_SE
Spanish (Dominican Republic) th_TH
Spanish (Ecuador)
Spanish (Spain) th_TH_TH tr_TR
Spanish (Guatemala)
Spanish (Honduras) uk_UA zh_CN
Spanish (Mexico)
Spanish (Nicaragua) zh_HK zh_TW
Spanish (Panama)
Language/Country
Serbian (Yugoslavia)
Swedish (Sweden)
Thai (Thailand)
Thai (Thailand, TH)
Turkish (Turkey)
Ukrainian (Ukraine)
Chinese (China)
Chinese (Hong Kong)
Chinese (Taiwan)
frequency
Default Value: daily
Valid Values: hourly, daily, weekly, monthly
Changes Take Effect: Immediately
Specifies the frequency to run the process. A value of:
•
hourly means running the process once an hour.
•
daily
means running the pruning process once a day at the time you specify for the run-at
).
•
weekly means running the pruning process once a week on the day you specify for the day-of-week
option (see
page 23 ) and at the time you specify
for the run-at
).
•
monthly
means running the pruning process once a month on the day specified by the day-of-month
option (see
specify for the run-at
).
See the Note on
Note:
The value for this option affects the run-at
(see
runstatus
(see
hide-attached-data
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
26 Multimedia 7.6
Chapter 1: Configuration Options
Reference Manual
Universal Contact Server Options
Prohibits or allows the printing of attached data in the log output. A value of
TRUE
prohibits printing.
Note:
The default value was changed from
FALSE
to
TRUE
in the 7.1 release.
inactive-scroll-timeout
Default Value:
600
Valid Values: Any positive integer
Changes Take Effect: After restart
Specifies the maximum time in seconds that UCS keeps scroll results to this datasource before closing to release system resources. If set to
0
or less, the default value is used.
inactive-txn-timeout
Default Value:
3600
Valid Values: Any positive integer
Changes Take Effect: After restart
Specifies the maximum time in seconds that UCS keeps inactive transactions to this datasource before closing to release system resources. If set to
0
or less, the default value is used.
instance
Default Value: No default value
Valid Values: Any valid MSSQL instance name
Changes Take Effect: After restart
Specifies the name of the MSSQL (Microsoft SQL) instance that UCS looks to for the database. This database is the one entered in the
Database Name
field on the DB Info tab of the UCS DAP configuration objects. If the option does not exist, UCS looks for that database on the default MSSQL instance.
Note:
For more information about UCS DAPs, see the Multimedia 7.6
Deployment Guide.
interpret-prepared-statements
Default Value: FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Enables or disables the interpretation of prepared SQL statement parameters in log messages. When disabled (value of FALSE ), statement parameters appear with question marks in the requests. When enabled (value of
TRUE
), the real values of statement parameters appear in the requests.
log-db-flow-rate
Default Value:
TRUE
27
Chapter 1: Configuration Options Universal Contact Server Options
Valid Values:
TRUE, FALSE
Changes Take Effect: After next restart
Specifies whether or not to include the database flow rate in the log output.
The database flow rate provides information about the following:
•
the number of database operations processed per second
•
the average connection wait time
To include the database flow rate in the logs, enter
TRUE
. To exclude the flow rate, enter FALSE .
Note:
The default value of this option changed from
FALSE
to
TRUE
in the 7.6.1 release.
log-memory-usage
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Specifies whether the UCS log should include the memory usage that the Java
Virtual Machine uses to run UCS Java code. A value of
TRUE
indicates that the
UCS log includes such memory usage.
Notes:
The memory usage is not the total for UCS, because it does not include the memory used by the Java Virtual Machine itself.
The default value of this option was changed from
FALSE
to
TRUE
in release 7.6.1
login-timeout
Default Value:
10
Valid Values: Any integer greater than or equal to
0
Changes Take Effect: After restart
Specifies the maximum time, in seconds, that this data source waits while attempting to connect to a database. A value of
0
means there is no timeout.
long-query-timeout
Default Value:
3600
Valid Values: Any integer greater than or equal to
0
Changes Take Effect: After restart
Specifies, in seconds, the query timeout used for some long running SQL requests.
max-connections
Default Value:
40
Valid Values: Any integer from 0 – 5000
28 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
Changes Take Effect: After restart
Specifies the maximum number of connections that Universal Contact Server can open simultaneously to this datasource. With a value of
0,
there is no limit to the number of connections.
Note:
The default value was changed from
0
to
40
in the 7.1 release.
max-idle-time
Default Value:
310
Valid Values: Any integer from 0 – 3600
Changes Take Effect: After restart
Specifies the maximum time, in seconds, that Universal Contact Server retains idle connections to this datasource before it closes the connection and releases system resources. With a value of
0,
there is no time limit for Idle connections; once connections are opened they remain open. This option only applies to
MSSQL and Oracle databases.
Note:
The default value was changed from
0
to
310
in the 7.1 release.
max-select-count
Default Value:
2000
Valid Values: Any integer greater than 1
Changes Take Effect: After restart
Sets the maximum number of records that a user can select at one time using a
Find
request. This option prevents Universal Contact Server from receiving
OutOfMemoryError
exceptions in cases where a client asks for too many records.
Note:
If you select a value lower than the default of
2000
, Universal Contact
Server increases that value to the default level.
openmedia-create-full-interaction
Default Value:
FALSE
Valid Values:
TRUE
or
FALSE
Changes Take Effect: After next restart.
Enables ( TRUE ) or disables ( FALSE ) the creation of media-specific records for third-party media interactions submitted by the Open Media Service. If enabled, UCS creates both a generic Interaction record and an additional record specific to the media type supported by Open Media Service. If disabled, only the generic Interaction record is created.
To create the full media-specific interaction, complete the following steps:
1. Set this option, openmedia-create-full-interaction , to TRUE .
Reference Manual 29
Chapter 1: Configuration Options Universal Contact Server Options
2.
In the
Interaction
entity, set the
EntityTypeId
to the type of media supported by the Open Media Service. Valid values include:
EmailIn
=
0
EmailOut = 1
PhoneCall = 3
Chat = 2
Callback = 5
3.
Set all mandatory parameters related to the media type. For example:
For
EmailIn
, enter a valid string for the
Mailbox
parameter.
For
Callback
, enter valid integers for
DesiredResponseType
and
Attempts
, as well as valid strings for
StartTime
and
CustomerNumber
.
For more information about
Interaction
entities, see the Multimedia 7.6
Selected Conceptual Data Models for the UCS Database.
Note:
This option applies to third-party media interactions only, not Genesys
Multimedia interactions.
period
Default Value:
5
Valid Values: Any integer from 1 – 9999
Changes Take Effect: Immediately
Sets the time frame for pruning. See the Note on page 18
.
For example, if period
=
6
and period-type
= days,
then the pruning process prunes all threads older than 6 days.
See also
period-type
Default Value: months
Valid Values: days, months, years
Changes Take Effect: Immediately
Specifies the units to use when pruning. See the Note on page 18
.
•
A value of days
specifies pruning threads older than N days, where N is specified by the period
setting.
•
A value of months
(default) specifies pruning threads older than N months.
•
A value of years
specifies pruning threads older than N years.
Also see
primary-attribute-lookup-strategy
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
30 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
Controls the behavior of contact lookups performed using Genesys Agent
Desktop or any other client using the AIL
ContactManager.SearchContact
method.
With a value of TRUE, if the search is specified as contains or ends with, UCS performs the lookup only on primary attributes (that is, on the
Contact
table instead of the
ContactAttribute
table). This improves lookup performance on databases containing large numbers of contacts.
With a value of FALSE, or if the search is specified as begins with, the behavior remains as it was before the addition of this option: UCS performs the contact lookup on all attributes in the
ContactAttribute
table.
QueryTimeout
Default Value:
0
Valid Values: Any positive integer
Changes Take Effect: After restart
Specifies the timeout (in seconds) that the driver waits for a SQL statement to execute. A value of
0
sets an infinite timeout causing the driver to wait indefinitely.
Note:
The default value was changed from
60
to
0 in the 7.1 release.
However, the recommended value is 120.
replace-blank-fieldcode
Default Value: FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Specifies whether field code names will be displayed in a response where the field code does not have any content. If set to TRUE , this option applies to responses generated by desktops, but not to automated responses generated by
E-mail Server Java (ACK, AutoResponse).
reporting-interval
Default Value:
00:00:30
Valid Values: Any time period between
00:00:10
and
01:00:00
(10 seconds and 1 hour) in the hh:mm:ss
format
Changes Take Effect: Immediately
Specifies the time interval that Universal Contact Server uses to publish its reporting metrics to Stat Server. The interval determines the frequency for sending data to the Stat Server java
extension. It is not the interval for computing aggregations.
Note:
A value less than
10
seconds automatically registers as
10
seconds.
A value greater than
1
hour automatically registers as
1
hour.
Reference Manual 31
Chapter 1: Configuration Options Universal Contact Server Options
reporting-notifier-pool-size
Default Value:
30
Valid Values: Any integer equal to or greater than
1
Changes Take Effect: At next restart
Specifies the number of threads dedicated to the processing of email statistics.
The higher you set this maximum, the faster UCS can process its email statistics and deliver them to Stat Server. However, a larger thread-pool consumes a greater share of system resources. Keep this balance in mind when setting this option.
If you set this option to a value less than
1
, UCS considers the setting invalid and instead uses the default value of
30
.
Note:
Genesys recommends you coordinate the settings for reportingnotifier-pool-size
and
size results in a greater volume of events dispatched to the thread pool, requiring that you set the reporting-notifier-pool-size
to a higher number in order to maintain satisfactory performance. The default values (
4000
for reporting-event-queue-size
and
30
for reportingnotifier-pool-size
) provide an optimal balance.
reporting-event-queue-size
Default Value:
4000
Valid Values: Any integer equal to or greater than
1
Changes Take Effect: At next restart
Specifies the maximum number of events held simultaneously in the events queue. These events are used to process the email statistics sent to Stat Server.
If the queue reaches the maximum that you set here, new events are forced to wait until a free space in the queue becomes available. This delay causes a slowdown in both the overall processing of events and in the corresponding initial database requests. A higher maximum can minimize these slowdowns.
However, a larger queue consumes a greater share of system resources. Keep this balance in mind when setting this option.
If you set this option to a value less than
1
, UCS considers the setting invalid and instead uses the default value of
4000
.
Note:
Genesys recommends that you coordinate the settings for reportingevent-queue-size
and reporting-notifier-pool-size . A larger queue
size results in a greater volume of events dispatched to the thread pool, requiring that you set the reporting-notifier-pool-size
to a higher number in order to maintain satisfactory performance. The default values ( 4000 for reporting-event-queue-size and 30 for reportingnotifier-pool-size
) provide an optimal balance.
32 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
retry-on-deadlock
Default Value:
2
Valid Values: Any integer equal to or greater than
0
Changes Take Effect: After restart
Specifies the number of retry attempts after an SQL request has failed due to a database deadlock.
Role
Default Value:
Main
Valid Values:
Main, Archive
Changes Take Effect: After restart
Specifies the role of the DAP. If there is only one DAP, you must set the value to
Main
on the
JDBC Info
tab of the DAP object. An additional DAP is not required.
With a second DAP, set the value for this option on the JDBC Info tab to
Archive
for this second DAP object.
Note:
If the
JDBC Info
tab does not appear in the DAP object, select the
JDBC
Connection
check box on the
General
tab.
run-at
Default Value:
00:00
Valid Values: Any time period in the hh:mm
format (the 24-hour format)
Changes Take Effect: Immediately
Specifies that the pruning process is to run at this time, according to the interval specified by the frequency
). See the Note on
Also see
run-status
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately
Turns the pruning process on and off.
With a value of on,
the pruning process runs at the time set by the run-at option, according to the interval specified by the frequency
).
See the Note on
Also see
Reference Manual 33
Chapter 1: Configuration Options Universal Contact Server Options
service
Default Value: No default value
Valid Values: Any valid service name
Changes Take Effect: After restart
Specifies the network service name of a database. See the service_names parameter in the init.ora (or init<dbName>.ora) file. If the service name is specified, the service name replaces the database name. This option applies only to Oracle databases.
srl-cache-load-attachment-summary
Default Value: TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Enables (
TRUE
) or disables (
FALSE
) the Desktop (through AIL) to know immediately which StandardResponses have an associated Attachment
(attached files).
synchronize-cache
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next synchronization attempt
Enables ( TRUE ) or disables ( FALSE ) the synchronization of the UCS internal memory cache with database records contained in the Contact and Interaction metadata tables:
•
ContactAttributeMetaData
•
IxnAttributeMetaData
To ensure that the UCS memory cache remains synchronized with the
Configuration Server, Genesys recommends that you keep all of the following synchronization options set to the default of
TRUE
:
•
synchronize-cache
•
synchronize-contact-metadata-attributes, page 34
•
synchronize-ixn-metadata-attributes, page 35
synchronize-contact-metadata-attributes
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next synchronization attempt
Enables (
TRUE
) or disables (
FALSE
) the synchronization of Contact records in the UCS database with the Configuration Server. If enabled, synchronization occurs on a regular basis. Reasons to disable synchronization include:
•
Reduces unnecessary consumption of time and resources in cases where no changes have been made to any of the Contact attributes.
•
Reduces complexity in the log output.
34 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Options
Note:
This synchronization process works in one direction only—from
Configuration Server to UCS. Data changes in UCS are not synchronized to Configuration Server.
synchronize-ixn-attributes
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next restart
Enables ( TRUE ) or disables ( FALSE ) synchronization of Interaction attributes with user data when updating or inserting interactions into the UCS database.
synchronize-ixn-metadata-attributes
Default Value: TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next synchronization attempt
Enables (
TRUE
) or disables (
FALSE
) the synchronization of Interaction records in the UCS database with the Configuration Server. If enabled, synchronization occurs on a regular basis. Reasons to disable synchronization include:
•
Reduces unnecessary consumption of time and resources in cases where no changes have been made to any of the Interaction attributes.
•
Reduces complexity in the log output.
Note:
This synchronization process works in one direction only—from
Configuration Server to UCS. Data changes in UCS are not synchronized to Configuration Server.
third-party-max-queueing-time
Default Value:
15000
Valid Values: Any integer greater than
0
Changes Take Effect: After restart
Specifies the maximum time (in milliseconds) that third-party requests from
Interaction Server wait in the Universal Contact Server queue before they are considered too old and are rejected. These requests are related to routing blocks that UCS implements, such as
StopProcessing.
third-party-pool-size
Default Value:
10
Valid Values: Any integer greater than
1
Changes Take Effect: After restart
Specifies the maximum size of the thread pool used to process third-party protocol requests. This is also the maximum number of simultaneous connections that Universal Contact Server accepts.
Reference Manual 35
Chapter 1: Configuration Options Universal Contact Server Options
ucsapi
Default Value: No default value
Valid Values: Any valid and available port number (TCP/IP) greater than
0
Changes Take Effect: After restart
Specifies the port used for the RMI (Remote Method Invocation) connection to the Universal Contact Server API. This port must be different from the standard server port, used to “listen” for third-party protocol connections.
ucsapi-backlog
Default Value:
0
Valid Values: Any integer greater than
0
Changes Take Effect: After restart
Specifies the maximum length of the queue of incoming socket connections. A value of
0
means the Operating System chooses the appropriate value.
ucsapi-duplex-mode
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Enables (
TRUE
) or disables (
FALSE
) the communication between UCS and its clients in duplex mode. Duplex mode allows bidirectional communication between UCS and its clients through firewalls or NAT routers. Usually, this mode can be enabled/disabled for every single client using a client specific option. Duplex mode must be enabled both on UCS and on the client for the duplex mode to be used.
ucsapi-loopback-timeout
Default Value:
10000
Valid Values: Any integer greater than 0
Changes Take Effect: After next restart
Set the maximum length of time, in milliseconds, that UCS will wait for the client to establish a callback socket during duplex mode communication. For
more information about duplex mode, see ucsapi-duplex-mode .
Log Options
Except for the messagefile
option, all log options for Universal Contact Server are identical to those for other servers specific to Multimedia 7.6. See
“Common Log Options and Servers” on page 17
for a list of these options.
For Universal Contact Server, the value for the messagefile
option is
ContactServer.lms.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
36 Multimedia 7.6
Chapter 1: Configuration Options Universal Contact Server Proxy Options
Universal Contact Server Proxy Options
This section describes the configuration options for Universal Contact Server
Proxy (UCS Proxy), a new application for release 7.6.1. Use Configuration
Manager to view or change these options. See page 14 for information on accessing configuration options. The only options to be configured for UCS
Proxy are in the log section. Except for the messagefile option, all log options for Universal Contact Server Proxy are identical to those for other servers
For Universal Contact Server Proxy, the value for the messagefile option is ucs_proxy.lms.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Interaction Server Options
This section describes the configuration options for Interaction Server.
Interaction Server options are on the
Options
tab of the
Properties
dialog box for the Interaction Server Application object. You can also configure options in the
<Interaction Server>
section on the
Annex
tab for the Universal Routing
Server Application object, and the default
and
<Universal Routing Server> sections of the
Annex
tab for the Strategy object.
Table 5 lists the sections/options on the
Options
tab of the
Properties
dialog box for the Interaction Server object and the
Annex
tab of other objects that affect Interaction Server.
Table 5: Interaction Server Configuration Options
Option Section
Options Tab
agent-reservation license reject-subsequent-request request-collection-time reservation-time ics_custom_media_channel ics_email_webform_channel ics_live_web_channel ics_multi_media_agent_seat
New/Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
See Page
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Chapter 1: Configuration Options Interaction Server Options
Table 5: Interaction Server Configuration Options (Continued)
Section
license (continued) log log-control log-filter log-filter-data reporting-extensions settings
Option
license-file messagefile mandatory-keys-to-log max-key-value-list-size
New/Existing
Existing
Existing
Existing
Existing max-protocol-attribute-size max-protocol-message-size default-filter-type
Existing
Existing
Existing
Note: For this section, you can add custom options for any key-valuepair that you want to always hide or show in the log output. These individual custom settings override the default set in the log-filter section.
Options include:
• skip
• hide
• copy
Existing interactions allow-duplicates-in-change
Existing
Existing allow-duplicates-in-submit Existing default-max-submission-rate Existing default-max-submitted-per-strategy Existing default-max-submitted-per-router Existing default-view-freeze-interval Existing delay-updates Existing delivering-timeout handling-timeout hide-attached-data
Existing
Existing
Existing
See Page
N/A
38 Multimedia 7.6
Chapter 1: Configuration Options Interaction Server Options
Table 5: Interaction Server Configuration Options (Continued)
Section
settings (continued)
Option
high-pull-threshold ignore-read-only-on-change ignore-read-only-on-submit low-pull-threshold max-interactions-per-pull max-interactions-per-snapshot max-number-of-snapshots
New/Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing max-workbin-interactions not-ready-on-invitation-timeout registration-timeout routing-timeout statistic-interval submit-timer-interval third-party-server-queue-size third-party-server-timeout
New
Existing
Existing
Existing
Existing
Existing
Existing
Existing third-party-server-window-size
Annex Tab (Universal Routing Server Application Object)
<Interaction Server> max-submitted-interactions
Existing
Existing
Existing max-submission-rate
Annex Tab (Strategy Object) default max-submitted-interactions Existing
<Universal Routing Server name>
<Interaction Server Name>.maxsubmitted-interactions
Existing
Annex Tab (of any
Interaction Queue View object in the Resources > Scripts folder)
View freeze-interval Existing
See Page
Reference Manual 39
Chapter 1: Configuration Options Interaction Server Options
Table 6: Interaction Server Configuration Options in DAP Object a
Section
esp-custom-data esp-service-data event-filtering
Option
<user data attribute name>
<parameter name> log-agent-activity log-agent-state log-esp-service event-filtering (continued) log-queue log-strategy log-userdata
<user data attribute name> itx-custom-data logger-settings batch-size mandatory-logging max-queue-size storing-timeout
New
New
New
New
New
New
New
New
New/Existing
New
New
New
New
New
See Page
a. The Interaction Server DAP options are for Event Logger, which is new in Multimedia 7.6.1. For more information on Event Logger, including deployment procedures, refer to the “Event Logger” section in the
“Interaction Server: Advanced Topics” section of the “Ongoing Administration and Other Topics” chapter of the Multimedia 7.6 User’s Guide.
40
Note:
Additional Interaction Server options can be configured on the Annex tab of any Interaction Queue View object (in the Resources > Scripts folder). Refer to the “Creating Business Process Objects” chapter of the Universal Routing 7.6 Business Process User’s Guide for more information.
Option descriptions follow.
Note:
If the default value of an option differs from that in the application template, consider the value in the template more accurate.
<parameter name> (esp-service-data)
Default value: None
Valid Values: field-name;type;length
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Changes Take Effect: After restart of Interaction Server
The esp-service-data section of the DAP object specifies the list of keys for
ESP service that are to be stored into the separate fields of the Event Logger database (table rpt_esp). For each parameter name, specify the database field name, its type, and its length. Event Logger will map values of these keys from each esp-related event (envelope/Parameters) to the appropriate database field.
Each parameter should be defined as a separate option. The option value is defined in the format:
<field-name>;<type>;<length>
< parameter name
> – specifies the parameter name that should be stored in the database in the specified separate field.
field-name – specifies the database field name. The field name should be exactly the same as defined in the database. This parameter is mandatory.
type
– specifies the database field type (case sensitive). This parameter is optional. If absent, the field type defaults to string
. The following types may be defined:
•
string
. Field type is varchar.
•
integer
. Field type is numeric.
•
timestamp
. Field type is timestamp.
length
– length of the field. This parameter is optional and will be inferred from the field type. For string
type this parameter defaults to
64
.
Note:
Logger will not check the accuracy of field definitions. Be sure to correctly define all names and values.
Both the name and the value of this option are case-sensitive.
<user data attribute name> (esp-custom-data section)
Default value: None
Valid Values: field-name;type;length
Changes Take Effect: After restart of Interaction Server
The esp-custom-data section of the DAP object specifies the list of user data keys that are to be stored into the separate fields of the Event Logger database
(table rpt_esp
). For each user data key name, you must specify the database field name, its type, and its length. Event Logger will map values of these keys from each esp-related event to the appropriate database field. The option name
<user data attribute name> specifies the user data key name that should be stored in the database in the specified separate field. Each user data attribute should be defined as a separate option. The option value is defined in the format:
<field-name>;<type>;<length> field-name
– specifies the database field name. The field name should be exactly the same as defined in the database. This parameter is mandatory.
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Chapter 1: Configuration Options Interaction Server Options type
– specifies the database field type (case sensitive). This parameter is optional, if absent, the field type defaults to string
. The following types may be defined:
•
string . Field type is varchar.
•
integer
. Field type is numeric.
•
timestamp
. Field type is timestamp.
length
– length of the field. This parameter is optional and will be inferred from the field type. For string type this parameter defaults to 64 .
Note:
Logger will not check the accuracy of field definitions. Be sure to correctly define all names and values.
Both the name and the value of this option are case-sensitive.
<user data attribute name> (itx-custom-data section)
Default value: None
Valid Values: field-name;type;length
Changes Take Effect: After restart of Interaction Server
The itx-custom-data
section of the DAP object specifies the list of user data keys that are to be stored into the separate fields of the Event Logger database
(table rpt_interaction ). For each user data key name, you must specify the database field name, its type, and its length. Event Logger will map values of these keys from each interaction-related event to the appropriate database field.
The option name <user data attribute name> specifies the user data key name that should be stored in the database in the specified separate field. Each user data attribute should be defined as a separate option. The option value is defined in the format:
<field-name>;<type>;<length> field-name
– specifies the database field name. The field name should be exactly the same as defined in the database. This parameter is mandatory.
type
– specifies the database field type (case sensitive). This parameter is optional, if absent, the field type defaults to string
. The following types may be defined:
•
string
. Field type is varchar.
•
integer
. Field type is numeric.
•
timestamp
. Field type is timestamp.
length
– length of the field. This parameter is optional and will be inferred from the field type. For string
type this parameter defaults to
64
.
Note:
Logger will not check the accuracy of field definitions. Be sure to correctly define all names and values.
Both the name and the value of this option are case-sensitive.
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allow-duplicates-in-change
Default Value: true
(allow duplicates)
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
Specifies whether the server should allow duplicated interaction properties in
RequestChangeProperties
(or
RequestUpdateUserDat a from Universal Routing
Server). If set to false , the server rejects any request that contains duplicated properties. If set to true
, Interaction Server allows duplicated properties, but accepts only the last value into the account; all other values are ignored.
allow-duplicates-in-submit
Default Value: true
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
Specifies whether the server should allow duplicate interaction properties in
RequestSubmit.
With a value of true or yes,
duplicate properties are allowed but Interaction Server takes only the last value. With a value of false or no,
Interaction Server rejects any interaction submission from a media server or an agent application that contains duplicate properties.
batch-size
Default Value:
500
Valid Values:
1
—
5000
Changes Take Effect: Immediately
Defines how many records (or events) will be stored in internal memory before flushing to the database. For database performance, bulk operations are more efficient than record operation. Changing this parameter defines the size of the bulk for database operation.
default-filter-type
Default Value: copy
Valid Values: skip, hide, copy
Changes Take Effect: Immediately, applies to all new reporting events
Sets the default for filtering the output of user data keys to the Interaction server log. You can set the default filter to one of three values:
•
skip
—does not output key-value pair from user data
•
hide
—hides the value of the key
•
copy
—prints both the key and its value
This default filter applies to all user data keys—except any individual key in the log-filter-data
section, which you custom-define to always hide or show in the log output, regardless of the default filter type.
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Note:
To process the log-filter
and log-filter-data
sections, you must set hide-attached-data to false . Both the hide-attached-data and mandatory-keys-to-log
options override the log-filter
and logfilter-data
sections
If you set hide-attached-data
to true
, then the filters established in log-filter-data are ignored, and the only attached data printed to the output log are those keys specified in mandatory-keys-to log
.
default-max-submission-rate
Default Value:
10/second
Valid Values: Any number/interval combination, where the number can be 0 or greater and the interval can be second, minute, or hour
Changes Take Effect: Immediately
Specifies the submission rate of interactions to Universal Routing Server. If no interval is specified, Interaction Server assumes the interval is the second interval. The value of the Universal Routing Server (URS) option max-submission-rate
) overrides the value of this option.
Value examples include:
10/second, 25/minute, 1/hour, 1000/hour.
A value of
0
disables submissions to URS; the maximum value is
1000/second.
See Figure 2 on page 56 for a diagram of the interaction-submission process.
Note:
This option specifies only the submission rate. It does not specify the interval between submissions.
default-max-submitted-per-router
Default Value:
1000
Valid Values: Any integer from
1
–
50,000
Changes Take Effect: Immediately
Specifies the number of interactions that can be submitted at one time to
Universal Routing Server. The value of the option max-submittedinteractions
in the
<Interaction Server>
section of the Universal Routing
Server configuration object overrides this value for this particular Interaction
Server.
See also “max-submitted-interactions (of the URS object)” on page 54
and
for a diagram of the interaction-submission process.
44 Multimedia 7.6
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Reference Manual
Note:
You can configure multiple Interaction Servers. If you do, the
Universal Routing Server configuration object may include a section for each Interaction Server in the
Annex
tab. This means that the value specified in the max-submitted-interactions
option within each
< Interaction Server>
section overrides the corresponding value of default-max-submitted-per-router for the associated Interaction
Server object.
default-max-submitted-per-strategy
Default Value:
1000
Valid Values: Any integer from
1
–
50,000
Changes Take Effect: Immediately
Specifies the number of interactions that can be submitted to Universal
Routing Server (URS) per strategy. The Strategy object for a particular strategy loaded on a particular URS can override the value for this option.
See max-submitted-interactions
(of the Strategy object) on
<Interaction Server>
.max-submitted-interactions
on
, and also see
for a diagram of the interaction-submission process.
Note:
The default value of this option changed from
200
to
1000
in the 7.5 release.
default-view-freeze-interval
Default Value:
300
Valid Values: Any integer from
0
(min) to
3600
(1 hour, max)
Changes Take Effect: As soon as the current freeze interval for a given view expires
Specifies the length of time, in seconds, that the Interaction Server suspends database checks for views that do not have any interactions.
delay-updates
Default Value: true
Valid Values: true, false, yes, no
Changes Take Effect: Immediately, for new interactions or for interactions pulled from the database. Ignored for active interactions (those being handled by an agent or router).
Specifies that Interaction Server should not flush updates of interaction properties into the database each time it processes
RequestChangeProperties, but should instead flush all the updates at once when the interaction is placed into a queue or workbin.
delivering-timeout
Default Value:
30
Valid Values: Any integer from
10
–
300
(5 minutes)
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Chapter 1: Configuration Options Interaction Server Options
Changes Take Effect: Immediately
Specifies the timeout (in seconds) for an agent to accept an interaction that is being delivered to him or her. If the agent does not respond before the timeout expires, the interaction is revoked and returned to the queue from which it was taken by Universal Routing Server.
Note:
Value changes do not affect interactions that are already being delivered.
freeze-interval (of the Interaction Queue View object)
Default Value: N/A
Valid Values: Any integer from
0
(min) to
3600
(1 hour, max)
Changes Take Effect: As soon as the current freeze interval for a given view expires
Specifies the length of time, in seconds, that Interaction Server suspends database checks for a particular view when it has no interactions. If this option exists in the
View
section on the
Annex
tab of any
Interaction Queue View
object, its value overrides the value specified by the default-view-freezeinterval
option (see page 45 ) for this particular view only.
Note:
If a particular view contains a time-sensitive condition, you may want to set the freeze-interval
option to a value less than the value of the
. This ensures that interactions visible
through the view will appear as per the specified time condition, even though no new interactions are placed into the underlying queue.
For example, if you set the
_age
condition so that the view only shows interactions that are 1 hour old, but the freeze-interval is set to 600 seconds (10 minutes), then a new interaction may have to wait a maximum of 10 additional minutes after meeting the 1-hour time condition before it appears in the view. To reduce this possible lag time, set the freeze-interval
to a smaller number: 5 seconds, for example.
handling-timeout
Default Value:
180
Valid Values: Any integer from
20
–
1440
(24 hours)
Changes Take Effect: Immediately
Specifies the handling timeout (in minutes) for any interaction. If no requests are received from an agent who handles the interaction during this time interval, the agent application is considered inactive and the interaction is revoked and returned to the queue.
Note:
Value changes do not affect interactions that are already being handled.
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hide-attached-data
Default Value: true
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
Prohibits or allows the printing of attached data in the log output. A value of true
or yes
prohibits the printing.
high-pull-threshold
Default Value:
200
Valid Values: From
50
(min) to
1000
(max)
Changes Take Effect: Immediately
Specifies the maximum number of interactions that Interaction Server tries to cache for a view when it checks for more interactions in the database.
Interaction Server enforces a difference of at least 50 interactions between the high-pull-threshold
and the corresponding low-pull-threshold . If you set the
high-pull-threshold
to within 50 interactions of the low-pull value, then
Interaction Server automatically decreases the low-pull value until the difference of 50 is reached. For example, if you assign the high-pullthreshold to a value of 56 , while the low-pull-threshold is already set to 17 , then Interaction Server decreases the low-pull value to
6
. You can see this change reflected in the output log.
Note:
Threshold changes to enforce the 50-interaction difference in high and low values do not show up in Configuration Manager. These are working values only. Check the logs for definitive values.
ics_custom_media_channel
Default Value:
0
Valid Values: Any positive integer up to the number of licenses for the feature in the license file
Changes Take Effect: Immediately
Specifies the number of licenses to check out for this option license to support
OpenMedia capabilities. Each login at a place uses one license per media type, not including e-mail and Chat. E-mail and chat are not considered custom
media and have their own options, ics_email_webform_channel
and
ics_live_web_channel respectively.
When determining how many licenses you need for agent and supervisor logins, use the following example as a guide.
Media and Licensing Example
An agent logs in to a place that supports e-mail, chat, fax, and alert medias. In this case, the agent needs the following licenses:
•
one from ics_email_webform_channel
for e-mail
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•
one from ics_live_web_channel
for chat
•
one from ics_multi_media_agent_seat
for the agent
•
two from ics_custom_media_channel
for the fax and alert medias
If you have 10 agents with identical media needs, you need 10 licenses each of the first three items, e-mail, chat, and agent seat. You also need 20 licenses for the other two medias.
If you have a supervisor, who does not handle customer interactions, you need to allocate an extra seat license ( ics_multi_media_agent_seat ).
Note:
If fewer licenses are available than the number of agents currently logged in after the value changes, Interaction Server automatically logs out the extra agents.
If there is no option or the value is set to 0
,
no licenses are checked out for this feature.
To use the maximum number of available licenses, set the value to a number equal to or greater than the numbering of licenses for this feature in the license file.
ics_email_webform_channel
Default Value:
0
Valid Values: Any positive integer up to the number of licenses for the feature in the license file
Changes Take Effect: Immediately
Specifies the number of licenses to check out for this option license to support e-mail capabilities. Each login for media at a place uses one license. See
for an example of how to determine the number of licenses you need when supporting multiple media types.
ics_live_web_channel
Default Value:
0
Valid Values: Any positive integer up to the number of licenses for the feature in the license file
Changes Take Effect: Immediately
Specifies the number of licenses to check out for this option license to support
licenses you need when supporting multiple media types.
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ics_multi_media_agent_seat
Default Value:
0
Valid Values: Any positive integer up to the number of licenses for the feature in the license file
Changes Take Effect: Immediately
Specifies the number of licenses to check out for this option license. This limits the total number of places that can be logged in, even without a media type. Each login at a place uses one license. See
Example” for an example of how to determine the number of licenses you need
when supporting multiple media types.
ignore-read-only-on-change
Default Value: false
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
Specifies whether Interaction Server should ignore read-only properties in
RequestChangeProperties. If set to true
or yes
, Interaction Server accepts
RequestChangeProperties with read-only properties specified in the user data, but ignores the values of those properties. If set to false or no , Interaction
Server generates an error and rejects the RequestChangeProperties that have read-only properties in the user data.
ignore-read-only-on-submit
Default Value: true
Valid Values: true, false, yes, no
Changes Take Effect: Immediately
Specifies whether Interaction Server should ignore read-only properties in interaction submission requests (
RequestSubmit
). If set to true
or yes,
Interaction Server allows submission requests with read-only properties, specified in the user data, but ignores the values of those properties. If set to false
or no,
Interaction Server generates an error and rejects the submission requests that have read-only properties in the user data.
interactions
Default Value: enable:all
Valid Values: enable:all[:url] disable:all[:url] enable:<Stat Server name>[:url] disable:<Stat Server name>[:url]
Changes Take Effect: Immediately
Describes the statistic extension that receives the interactions-related statistic data. Connections to Stat Servers that do not receive statistic data are closed immediately and new connections are opened as necessary and immediately.
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Statistic data can be sent to all Stat Servers defined on the
Connections
tab of the Interaction Server object, or to the Stat Server specified in this option value. The url
portion specifies the extension URL (default value is eServiceInteractionStat.jar
).
The enable or disable portion of the value indicates whether Interaction Server should send the data to the Genesys Stat Server.
The default value enable:all
means that the data is sent to all Stat Servers on the Connections tab of the Interaction Server object.
license-file
Default Value: No default value
Valid Values: Any valid port address in the format,
<
your_license_server_port>
@
<your_license_server_host
> or the full path to the license file
Changes Take Effect: After restart
Specifies the location of the license file.
log-agent-activity
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Setting this option to false
turns on the event filtering group agent activity.
All events defined at this group level will be skipped.
log-agent-state
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Setting this option to false
turns on the event filtering group agent state.
All events defined at this group level will be skipped.
log-esp-service
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Setting this option to false
turns on the event filtering group esp service.
All events defined at this group level will be skipped.
log-queue
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
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Setting this option to false
turns on the event filtering group queue.
All events defined at this group level will be skipped.
log-strategy
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Setting this option to false
turns on the event filtering group strategy.
All events defined at this group level will be skipped.
log-userdata
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Setting this option to false
means that for each interaction activity reporting event, customer defined user data will not be stored.
low-pull-threshold
Default Value:
50
Valid Values: From
0
(min) to
500
(max)
Changes Take Effect: Immediately
Specifies the number of interactions cached for any view that triggers
Interaction Server to check for more interactions in the database.
Interaction Server enforces a difference of at least 50 interactions between the low-pull-threshold
and the corresponding
. If you update the low-pull-threshold
to within 50 interactions of the high-pull value, then
Interaction Server automatically increases the high-pull value until the difference of 50 is reached. For example, if you assign the low-pull-threshold to a value of
31
, while the high-pull-threshold
is already set to
56
, then
Interaction Server increases the high-pull value to
81
. You can see this change reflected in the output log.
Note:
Threshold changes to enforce the 50-interaction difference in high and low values do not show up in Configuration Manager. These are working values only. Check the logs for definitive values.
mandatory-keys-to-log
Default Value: No default value
Valid Values: Any valid key name(s) separated by ‘
,’
Changes Take Effect: Immediately
Specifies a list of keys that are always visible in the log, regardless of the value of the hide-attached-data
option.
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52
Interaction Server Options
mandatory-logging
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Determines how Interaction Server behaves if the Event Logger database is unavailable. If set to true
and logger cannot store data to the database for any reason, Interaction Server will stop interaction processing and will wait until the database is available. If set to false
and the database is unavailable,
Interaction Server will not use this logger and will continue processing.
max-interactions-per-pull
Default Value:
100
Valid Values: Any integer from 1 – 1000
Changes Take Effect: Immediately
Specifies the maximum number of interactions an agent can pull in a single pull operation.
max-interactions-per-snapshot
Default Value:
500
Valid Values: Any integer from
100
–
2000
Changes Take Effect: Immediately
Specifies the maximum number of interactions that clients can select in a snapshot.
Note:
Value changes do not affect snapshots already taken.
max-key-value-list-size
Default Value:
16384
(16 x 1024)
Valid Values: Any integer from
2048
–
524288
(2 x 1024–512 x 1024)
Changes Take Effect: Immediately
Specifies the maximum size, in bytes, of the key-value list Interaction Server logs. If any portion of the key-values list in the protocol message is larger, none of the key-value list content is logged.
max-number-of-snapshots
Default Value:
2000
Valid Values: Any integer from
0
–
10,000
Changes Take Effect: Immediately
Specifies the maximum number of snapshots that can be active (taken and not yet released) at any given moment for Interaction Server as a whole. If more snapshots are already taken, they are not affected.
max-protocol-attribute-size
Default Value:
1024
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Valid Values:
256
–
8192
(8 x 1024)
Changes Take Effect: Immediately
Specifies the maximum size, in characters, of the protocol attribute to log. If text representation of the attribute is greater than the specified number of characters the output is truncated.
max-protocol-message-size
Default Value:
8192
(8 x 1024)
Valid Values:
1024–131072
(128 x 1024)
Changes Take Effect: Immediately
Specifies the maximum size, in characters, of the protocol message to log. If text representation of the message is greater than the specified number of characters the output is truncated.
max-queue-size
Default Value:
20000
Valid Values:
10000–100000
Changes Take Effect: Immediately
Specifies the maximum number of records (or events) that are kept in memory while waiting to be written to the database. If the amount of queued events becomes greater, Interaction Server will discard the data and events will not be written to the database. While setting this parameter, keep in mind that reporting events, depending on average event size, may consume large amounts of memory. This parameter should be set to allow for safe failover to the backup DB Server. Note that Interaction Server makes immediate attempts to reconnect to DB Server (primary or backup) if connection is lost.
max-submission-rate
Default Value: No default value
Valid Values: Any number/interval combination, where the number can be
0
or greater, and the interval can be second, minute,
or hour
Changes Take Effect: Immediately
Specifies the number of interactions per unit that are submitted to URS. This option is specified in the
<
Interaction Server Name
>
section within the Annex tab of the Universal Routing Server configuration object.
•
If the option is found, Interaction Server uses this value to specify the rate that interactions are submitted to URS. The value set here overrides the value for default-max-submission-rate
(see page 44 ) specified within the
settings
section Interaction Server object.
•
If this option is not configured in the Universal Routing Server object,
Interaction Server uses the value for default-max-submission-rate.
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Value examples include:
10/second, 25/minute, 1/hour, 1000/hour.
A value of
0
disables submissions to URS; the maximum value is
1000/second.
See also Figure 2 on page 56 , for a diagram of the interaction submission
process.
max-submitted-interactions (of the Strategy object)
Default Value: No default value
Valid Values: Any integer from
0
–
50,000
Changes Take Effect: Immediately; does not affect interactions already submitted to URS
Specifies the maximum number of interactions that Interaction Server can submit to URS. If this option exists in the default
section on the
Annex
tab of the Strategy object, its value overrides the value specified for the default-maxsubmitted-per-strategy
) for this particular strategy.
Note:
A value of
0
prevents interactions from being submitted to the strategy.
If you reset the value of this option to a lower value, Interaction Server will not submit any more interactions until the number of interactions falls below the new value.
See also Figure 2 on page 56 , for a diagram of the interaction submission
process.
max-submitted-interactions (of the URS object)
Default Value: No default value
Valid Values: Any integer from
0
–
50,000
Changes Take Effect: Immediately; does not affect interactions already submitted to URS
Specifies the maximum number of interactions that Interaction Server can submit to Universal Routing Server (URS).
•
If this option exists in the
<
Interaction Server Name
>
section on the
Annex tab of the URS configuration object, Interaction Server uses its value to specify the maximum number of interactions submitted to URS. That value also overrides the value specified for the default-max-submitted-perrouter
).
•
If the Interaction Server does not find this option, it uses the value of the default-max-submitted-per-router option (see
settings section.
Note:
A value of 0 prevents interactions from being submitted to URS.
If you reset the value of this option to a lower value, Interaction Server will not submit any more interactions until the number of interactions falls below the new value.
54 Multimedia 7.6
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See also Figure 2 on page 56 , for a diagram of the interaction-submission
process.
<Interaction Server Name>.max-submitted-interactions
Default Value: No default value
Valid Values: Any integer from
1
–
50,000
Changes Take Effect: Immediately; does not affect interactions already submitted to URS
Specifies the maximum number of interactions that Interaction Server can submit to Universal Routing Server (URS).
For any given strategy (
X
), loaded on a particular URS (
Y
):
•
Interaction Server first searches for this option, <Interaction Server
Name>.max-submitted-interactions,
in the
<Universal Routing Server Y> section on the
Annex
tab of the Strategy
X
object. If Interaction Server finds the option there, it uses that value as a limit for the number of interactions that can be submitted to this strategy loaded on this URS.
•
If Interaction Server does not find the option there, it looks to maxsubmitted-interactions
) in the default
section of the
Strategy
X
object. If Interaction Server finds this option in that section, it uses its value for the interaction limit for that strategy loaded on that URS.
•
If Interaction Server does not find this option in that section, it uses the value for default-max-submitted-per-strategy
(see
) in its own settings
section.
See also
Figure 2 , for a diagram of the interaction-submission process.
Note:
If you reset the value of this option to a lower value, Interaction Server will not submit any more interactions until the number of interactions falls below the new value.
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Chapter 1: Configuration Options
Interaction Server Object - Options tab
Settings section
Option 'default-max-submitted-per-router'
Option 'default-max-submitted-per-strategy'
Option 'default-max-submission-rate'
Interaction Server Options
Universal Routing Server Object
<Interaction Server Name> section - Annex tab
Option 'max-submitted-interactions'
Option 'max-submission-rate' overrides overrides overrides
Strategy Object - Annex tab default section
Option 'max-submitted-interactions'
<Universal Routing Server Name> section
Option '<Interaction Server Name>.max-submitted-interactions' overrides
Figure 2: Interaction Submission Process
max-workbin-interactions
Default Value:
200
Valid Values:
50
–
1000
Changes Take Effect: Immediately
Specifies the maximum number of interactions that Interaction Server returns in response to
RequestGetWorkbinContent.
not-ready-on-invitation-timeout
Default Value: true
Valid Values: true, false, yes, no
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Chapter 1: Configuration Options Interaction Server Options
Changes Take Effect: Immediately
Specifies whether Interaction Server should automatically make an agent
Not Ready
on media if delivering-timeout
) expires while attempting to deliver an interaction to an agent as a result of routing.
If an agent does not respond within this timeout after receiving an invitation to handle an interaction (
EventInvite
), the interaction is revoked. Setting the option to true
or yes
causes Interaction Server to automatically make the agent
Not Ready for the media in this situation.
Note:
The agent remains in the current state if the invitation is the result of a transfer, conference, or intrusion (chat media).
registration-timeout
Default Value:
30
Valid Values: Any integer from
3
–
300
Changes Take Effect: Immediately for all new clients
Specifies the timeout (in seconds) for client registration. If a client has connected, but does not register before the timeout expires, the client is disconnected.
Note:
A value change does not affect clients that are already connected.
reject-subsequent-request
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
With a value of true,
Interaction Server rejects subsequent requests for an agent reservation from the same client application as the same agent. With a value of false,
a subsequent request prolongs the current reservation made by the same client application for the same agent.
request-collection-time
Default Value:
100
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the interval (in milliseconds) at which agent-reservation requests are collected before a reservation is granted. During the interval specified, agent reservation requests are delayed to balance successful reservations between routing client applications (usually between Universal Routing Servers).
reservation-time
Default Value:
10000
Valid Values: Any positive integer
Reference Manual 57
Chapter 1: Configuration Options
58
Interaction Server Options
Changes Take Effect: Immediately
Specifies the default interval (in milliseconds) at which an agent is reserved to receive a routed interaction. During the interval specified, the agent cannot be reserved again.
routing-timeout
Default Value:
720
Valid Values: Any integer from
20
–
525600
(one year)
Changes Take Effect: Immediately for all new interactions submitted to URS
Specifies the timeout (in minutes) for any interaction to remain with URS before its routing is considered a failure.
Note:
Value changes do not affect interactions already sent to URS.
statistic-interval
Default Value:
5
Valid Values: Any integer from
1
–
60
Changes Take Effect: Immediately
Specifies the interval (in seconds) between each successive distribution of server-calculated statistics to the Reporting components.
storing-timeout
Default Value:
1000
Valid Values:
50
–
60000
Changes Take Effect: Immediately
Specifies the time interval (in milliseconds) between two write operations to the database. This option also makes it possible for logger to collect a bulk of records before storing to database.
submit-timer-interval
Default Value: 2000
Valid Value: From
0
(min) to
10,000
(10 seconds, max)
Changes Take Effect: As soon as the current submit interval expires
Specifies the frequency, in milliseconds, with which Interaction Server checks views for interactions.
third-party-server-queue-size
Default Value:
200
Valid Values: Any integer from
0
–
2000
Changes Take Effect: Immediately; however, does not affect ESP (External
Service Protocol) requests already received from Universal Routing Server or other clients.
Specifies the maximum number of ESP requests that Interaction Server queues for a given ESP server. If the number of queued ESP requests reaches this limit, Interaction Server immediately rejects new requests.
Multimedia 7.6
Chapter 1: Configuration Options Interaction Server Options
third-party-server-timeout
Default Value:
30
Valid Values: Any integer from
5
–
180
Changes Take Effect: Immediately
Specifies the timeout (in seconds) for third-party server requests. If Interaction
Server does not receive a response from the third-party server within the timeout, Interaction Server considers this request failed and sends an error message to Universal Routing Server.
Changes made to this value do not affect third-party requests already sent to third-party servers.
Warning!
You must coordinate the value of this option with the value of the service-timeout
option for Universal Routing Server. If the value for third-party-server-timeout
is greater than the value for service-timeout
in URS, URS will timeout first and will thus ignore any response from Interaction Server/third-party server. If the value for service-timeout
is greater than third-party-servertimeout,
Interaction Server will timeout first and URS will receive an error message (Error Code 4, third-party server response timeout) from Interaction Server. In both cases, the third-party server block in the strategy fails. See the Universal Routing 7.6
Reference Manual for information on the service-timeout
option.
third-party-server-window-size
Default Value:
10
Valid Values: Any integer from
0
–
1000
Changes Take Effect: Immediately; however, does not affect requests already sent to ESP (External Service Protocol) servers.
Specifies the maximum number of outstanding requests that Interaction Server can have with any ESP server. (Outstanding requests are those sent to an ESP server for which no response has been received.)
Log Options
Except for the messagefile
option, all log options for Interaction Server are
identical to those for other servers specific to Multimedia 7.6. See “Common
Log Options and Servers” on page 17
for a list of these options.
For Interaction Server, the value for the messagefile
option is interaction_server.lms.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Reference Manual 59
Chapter 1: Configuration Options Interaction Server Proxy Options
Interaction Server Proxy Options
This section describes the configuration options for Interaction Server Proxy, a new application for release 7.6.1. Use Configuration Manager to view or change these options. See page 14 for information on accessing configuration options. The only options to be configured for Interaction Server Proxy are in the log section. Except for the messagefile option, all log options for
Interaction Server Proxy are identical to those for other servers specific to
Multimedia 7.6. See “Common Log Options and Servers” on page 17
for a list of these options.
For Interaction Server Proxy, the value for the messagefile option is interaction_server_proxy.lms
.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Web API Server Options
This section describes the configuration options for Web API Server. Use
Configuration Manager to view or change these options. See
information on accessing configuration options.
Web API Server options are on the
Options
tab of the
Properties
dialog box.
Table 7 lists the sections on this tab and the options that belong in each section.
Table 7: Web API Server Configuration Options
Section
endpoints:<tenant_dbid> settings a
Option
default default-char-set default-code-page messagefile
New/Existing
Existing
Existing
Existing
Existing
See Page
log a.
<tenant_dbid>
represents the tenant’s database ID, in decimal format. For example, a complete endpoints section name might be: endpoints:101
. In a multiple-tenant environment, create a separate endpoints:<tenant_dbid>
section for each tenant.
Option descriptions follow.
Note:
If the stated default value of an option differs from that in the application template, consider the value in the template more accurate.
60 Multimedia 7.6
Chapter 1: Configuration Options Web API Server Options
default
Default Value: No default value
Valid Values: Any valid queue, in the format
<queue name>
Changes Take Effect: Immediately
Identifies the default endpoint for the endpoints:<tenant_dbid>
section in which this option occurs. You only use this option for submitting custom web forms directly to Interaction Server. The option is not mandatory and may be absent.
Within each endpoints:<tenant_dbid>
section, each key-value pair represents an individual endpoint. The key is an endpoint name, and the value is a queue.
You can configure additional endpoints besides default
, as needed to support your routing strategies. Here is an example of a configured endpoints:<tenant_dbid>
section:
[endpoints:101] default=”Chat inbound queue” chat-inbound = "Chat inbound queue" email-inbound = "Inbound queue" email-outbound = "Outbound queue"
default-char-set
Default Value: windows-1252
Valid Values: Any character set supported by Genesys for this server (see
Changes Take Effect: After restart
Specifies the default character set used by Web API Server.
Note:
The default value was changed from iso-8859-1
to windows-1252
in release 7.
default-code-page
Default Value:
Cp1252
Valid Values: Any valid code page supported by Genesys for this server (see
Changes Take Effect: After restart
Specifies the default code page used by Web API Server.
Note:
The default value was changed from
8859_1
to
Cp1252
in release 7.
Reference Manual
Table 8: Supported Code Pages and Character Sets
Description
ISO Latin-1
ISO Latin-2
Code Page
ISO8859_1
ISO8859_2
Character Set
ISO-8859-1
ISO-8859-2
61
Chapter 1: Configuration Options Web API Server Options
Table 8: Supported Code Pages and Character Sets (Continued)
Description
ISO Latin-3
ISO Latin-4
ISO Latin-5/Cyrillic
ISO Latin-7/Greek
ISO Latin-8/Hebrew
ISO Latin-9/Turkish
EUC_JP Japanese
ISO2022JP Japanese
SJIS Japanese on Solaris
SJIS Japanese on Windows32
Big 5 Traditional Chinese
GB2312-80 Simplified Chinese
Korean (EUC)
Korean (ISO)
Windows Eastern European
Windows Cyrillic Cp1251
Windows Latin-1 (Western European) Cp1252
Windows Greek Cp1253
Windows Turkish
Windows Hebrew
Windows Baltic
Cp1254
Cp1255
Cp1257
Code Page
ISO8859_3
ISO8859_4
ISO8859_5
ISO8859_7
ISO8859_8
ISO8859_9
EUC_JP
ISO2022JP
SJIS
MS932
Big5
EUC_CN
EUC_KR
ISO2022KR
Cp1250
Character Set
ISO-8859-3
ISO-8859-4
ISO-8859-5
ISO-8859-7
ISO-8859-8
ISO-8859-9
EUC-JP
ISO-2022-JP
Shift_JIS
Shift_JIS
Big5
GB2312
EUC-KR
ISO-2022-KR windows-1250 windows-1251 windows-1252 windows-1253 windows-1254 windows-1255 windows-1257
Log Options
Except for the messagefile
option, all log options for Web API Server are
identical to those for other servers specific to Multimedia 7.6. See “Common
Log Options and Servers” on page 17
for a list of these options.
For Web API Server, the value for the messagefile
option is webapimsg.lms.
62 Multimedia 7.6
Chapter 1: Configuration Options Web Compound Samples
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Web Compound Samples
This section describes the configuration options for Web Compound Samples.
Use Configuration Manager to view or change these options. See page 16
for information on accessing configuration options.
Web Compound Samples options are on the
Options
tab of the
Properties dialog box.
lists the sections on this tab and the options that belong in each section.
Table 9: Web Compound Samples Configuration Options
Section
e-mail chat miscellaneous
Option
email-queue email-stat-interval chat-queue chat-stat-interval applets-code-base stat-refresh-interval tenant
Option descriptions follow.
New/Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
See Page
Note:
If the default value of an option differs from that in the application template, consider the value in the template more accurate.
applets-code-base
Default Value: /CodeBase761
Valid Values:
/CodeBase761
Changes Take Effect: After restart of Web API Server
Specifies the name of the virtual directory containing the oChatpannel.cab
and oChatpannel.jar
files as well as all gif, jpg, and xsl files.
Note:
The default value was changed from
/
CodeBase76 to
/
CodeBase761 in release 7.6.1
Reference Manual 63
Chapter 1: Configuration Options Web Compound Samples
chat-queue
Default Value:
Chat inbound queue
Valid Values: Any valid queue name in the format
<queue name>
Changes Take Effect: After restart of Web API Server
Specifies the queue to handle requests about current chat statistics. These statistics include the following:
•
The number of chat requests currently in queue
•
The total number of requests processed by Chat Server
•
The total amount of time spent to these requests
chat-stat-interval
Default Value: An empty string
Valid Values: Any option name stored in the TimeProfiles section of Stat
Server.
Changes Take Effect: After restart of Web API Server
Specifies the predefined interval at which Stat Server calculates statistics on chat requests, based on
TimeProfiles
options configured in Stat Server. By specifying the name of one of those options, its associated value is used for the interval. If a default value is not specified, the interval is a 24 hour growing interval.
See the Framework 7.6 Stat Server User’s Guide for information on
TimeProfiles
options and creating them for your needs.
email-queue
Default Value:
Inbound queue
Valid Values: Any valid queue name in the format
<queue name>
Changes Take Effect: After restart of Web API Server
Specifies the queue to handle requests about current Web-Form statistics.
These statistics include:
•
The number of Web-Form and e-mail requests currently in queue
•
The total number of requests processed by E-mail Server Java
•
The total amount of time spent to these requests
email-stat-interval
Default Value: An empty string
Valid Values: Any option name stored in the TimeProfiles section of Stat
Server.
Changes Take Effect: After restart of Web API Server
Specifies the predefined interval at which Stat Server calculates statistics on
E-mail requests, based on
TimeProfiles
options configured in Stat Server. By specifying the name of one of those options, its associated value is used for the interval. If a default value is not specified, the interval is a 24-hour growing interval.
64 Multimedia 7.6
Chapter 1: Configuration Options Chat Server Options
See the Framework 7.6 Stat Server User’s Guide for information on
TimeProfiles
options and creating them for your needs.
stat-refresh-interval
Default Value:
30
Valid Values: Any positive integer
Changes Take Effect: After restart of Web API Server
Specifies the interval (in seconds) for a statistics refresh on statistics pages for the Web Compound Samples.
Note:
The default value was changed from
25
to
30
in release 7.
tenant
Default Value: <Tenant_Name>
Valid Values: Any valid tenant name
Changes Take Effect: After restart of Web API Server
Specifies the tenant name for Web Compound Samples. A value for this option is required, whether you have a single-tenant or multi-tenant environment, to ensure that load balancing works correctly.
When you install Web Compound Samples and specify a tenant, the value you select or enter becomes this option’s value.
If you change the tenant name, you must also change the value of this option to exactly match that name.
Chat Server Options
This section describes the configuration options for Chat Server. Use
Configuration Manager to view or change these options. See
information on accessing configuration options.
Chat Server options are on the
Options
tab of the
Properties
dialog box.
lists the sections on this tab and the options that belong in each section.
Endpoints
The endpoints:<tenant_dbid>
section, added in release 7.2, replaced the queues
section in release 7.1 and the
Routing Points
section in previous releases.
<tenant_dbid> represents the tenant’s database ID, in decimal format. For example, a complete endpoints section name might be: endpoints:101.
When you launch the Multimedia Wizard, the wizard prompts you to specify queues that correspond to the queues to which Web clients should send
Chat requests. The wizard then creates options that represent these queues as
Reference Manual 65
Chapter 1: Configuration Options Chat Server Options key/value pairs in the
endpoints:<tenant_dbid>
section, where the key is an endpoint name, and the value is a queue.
This section’s default
option has no default value of its own in the application template.
Table 10: Chat Server Configuration Options
Section
endpoints:<tenant_dbid>
New/Existing
Existing
See Page
esp-settings settings settings (continued) log
Option
[list of endpoints, which could include a default endpoint] esp-default-nickname esp-server-port flex-disconnect-timeout hide-attached-data max-waiting-requests message-log-print-size stop-abandoned-interaction transcript-auto-save use-contact-server user-register-timeout webapi-port web-user-max-messages xml-request-max-size messagefile
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Option descriptions follow.
Note:
If the stated default value of an option differs from that in the application template, consider the value in the template more accurate.
66 Multimedia 7.6
Chapter 1: Configuration Options Chat Server Options
default
Default Value: No default value
Valid Values: Any valid queue, in the format
<queue name>
Changes Take Effect: Immediately
Specifies the name of the default queue used for routing chat requests if Chat
Server is unable to resolve the queue
keyword from the web application. No value is automatically configured for this option. You can configure this
section using the Interaction Routing Designer. See also “Endpoints” on page 65 .
esp-default-nickname
Default Value: system
Valid Values: Any string
Changes Take Effect: Immediately
A name to impersonalize the strategy in chat sessions where no nickname is provided in the ESP (External Service Protocol) request.
Note:
Starting with 7.2 release, Chat Server provides the new possibility of sending messages to the chat session from the routing strategy. This feature could be used to inform a waiting customer about how his or her request for a chat is processing. To display such a message, you can use this option to configure the nickname of a special chat user that will represent the strategy within the session.
esp-server-port
Default Value:
0
Valid Values:
0
to disable; otherwise, to enable: any valid [integer] port number different from the host’s main port number and from the webapi-port
value.
Changes Take Effect: Immediately
Interaction Server uses the port that you specify in this option to connect to
Chat Server. If the option is not present, or is set to
0
, or is not an integer value,
Interaction Server does not connect to Chat Server and so Chat Server’s ESP functionality is disabled.
Warning!
You must give this option a value greater than zero if you want to use (or to see) this functionality in strategy samples.
flex-disconnect-timeout
Default Value:
300
Valid Values: Any positive integer between
1
and
86400
Changes Take Effect: Immediately
Specifies the timeout (in seconds) after which Chat Server disconnects an inactive HTML chat client.
Reference Manual 67
Chapter 1: Configuration Options Chat Server Options
hide-attached-data
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Prohibits or allows the printing of attached data in the log output. A value of true
prohibits printing.
max-waiting-requests
Default Value:
-1
Valid Values:
-1
or any integer equal to or greater than
0
, to a maximum of
999999.
Changes Take Effect: Immediately
Specifies the maximum number of requests waiting for an agent reply that
Chat Server can handle.
A value of -1 means that Chat Server can handle an infinite number of requests.
A value of
0
means that Chat Server will not process any new requests.
message-log-print-size
Default Value:
128
Valid Values: Between
0
and
7000
Changes Take Effect: Immediately
Specifies the number of characters from the whole client message that prints in the log, starting from the beginning of the message.
stop-abandoned-interaction
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
This option specifies how Chat Server handles chat interactions that were dropped by the requesting chat client before being answered by an agent
(abandoned). If set to true
, the interaction is stopped (7.2 compatibility mode).
If set to false
, the interaction mode is changed to “offline” but will still be present in Interaction Server (thus allowing the interaction to be process by the strategy).
transcript-auto-save
Default Value:
0
Valid Values:
0, 1
Changes Take Effect: Immediately
If this option is set to
1
, Chat Server sends the updated chat session transcript to Universal Contact Server after each submitted message. If set to
0
, no UCS records are updated until the chat session ends.
68 Multimedia 7.6
Chapter 1: Configuration Options Chat Server Options
Note:
Enabling this option will provide greater reliability, however, it may also impose significant load on the database if there is a high volume of chat messages.
use-contact-server
Default Value: true
Valid Values: true, false
Changes Take Effect: After restart
If this option is set to true , Chat Server creates and updates records in
Universal Contact Server for each session that is created. If set to false
, Chat
Server does not interact with Universal Contact Server.
Note:
The value “ false
” must be used very carefully, and only in specifically customized environments. Genesys Desktop cannot process interactions that do not exist in Universal Contact Server.
user-register-timeout
Default Value:
30
Valid Values:
1
–
604800
(1 week)
Changes Take Effect: Immediately, for all newly connected chat users
Specifies the timeout, in seconds, during which the chat client must send a registration request before they are disconnected. If the specified value is out of the range of valid values, either the minimum (1 second) or the maximum
(604800 seconds) will be used. This option is intended for debugging Web
Applications. It has almost no practical use in a regular environment.
webapi-port
Default Value: 0
Valid Values: Any valid port number
Changes Take Effect: Immediately
Sets the port number for an additional port for Chat Server—specifically for flex protocol for web clients.
Using a specific port for flex
protocol with a firewall may improve system security.
Note:
A value of
0
means that Chat Server uses the main port associated with the host. If this option is not listed, Chat Server uses the default value of 0 for this function. No additional port is opened if you do not specify a value (leave the value blank).
web-user-max-messages
Default Value:
100
Reference Manual 69
Chapter 1: Configuration Options E-mail Server Java Options
Valid Values:
0 to
9999
, and
-1
(infinite)
Changes Take Effect : Immediately
Sets a limit on the number of messages a web user can submit during a session.
This limit prevents the transcript from growing too large, thus reducing the over-consumption of RAM as well as Universal Contact Server database space. Or if you prefer to allow an unlimited number of messages, set the option to a value of
-1
(infinite).
xml-request-max-size
Default Value: 32768
Valid Values:
512
to
10485760
bytes
Changes Take Effect: Immediately
Sets a limit on the size of incoming XML packets. This limit helps prevent
Chat Server from hanging during XML parsing of overly large amounts of incoming data.
Log Options
Except for the messagefile
option, all log options for Chat Server are identical
to those for other servers specific to Multimedia 7.6. See “Common Log
Options and Servers” on page 17 for a list of these options.
For Chat Server, the value for the messagefile
option is
ChatServer.lms.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
E-mail Server Java Options
This section describes the configuration options for E-mail Server Java. Use
Configuration Manager to view or change these options. See
information on accessing configuration options.
Endpoints
The endpoints:<tenant_dbid>
section, added in release 7.2, replaced the default-outbound-queue section in release 7.1.
<tenant_dbid> represents the tenant’s database ID, in decimal format. For example, a complete endpoints section name might be:
endpoints:101.
When you launch the Multimedia Wizard, the wizard prompts you to specify queues that correspond to the queues to which E-mail Server should send
E-mails. The wizard then creates options that represent these queues as key/value pairs in the
endpoints:<tenant_dbid>
section, where the key is an endpoint name, and the value is a queue.
70 Multimedia 7.6
Chapter 1: Configuration Options E-mail Server Java Options
This section’s default
option has no default value of its own in the application template.
Create only one endpoints:<tenant_dbid>
section in E-mail Server Java’s configuration object, because E-mail Server Java supports only a single tenant.
See the Multimedia 7.6 Deployment Guide for more information.
Multiple POP clients
If you have multiple POP clients, you can create multiple [ pop-client xxx
] sections. For each section, you must include a name starting with pop-client
; for example, section
pop-client support
containing option address
with value [email protected]
, section pop-client sales
containing option address with value [email protected]
, and so on.
Use unique mailbox addresses
You must not use the same mailbox address for more than one POP client.
Each POP client requires a unique mailbox address, which you define using the address
option for that pop-client xxx section.
Note:
In the E-mail Server Java log file, the mailbox
output refers to this mailbox address option, not to the explicit mailbox option used to specify the login name for your corporate mail server. For more information about the mailbox
option, see “mailbox” on page 92
.
For each POP client you also specify an endpoint queue, to which the client submits outgoing e-mails. A one-to-one relationship is built between the mailbox address and the endpoint queue, and E-mail Server Java uses the resulting map to route e-mails accordingly. Therefore, if multiple POP clients share the same address, outgoing messages from one POP client might get routed to another POP client's queue.
If you want to use the same outgoing email address for more then one POP client, do not use the address
option; instead use the default-from-address option in the email-processing
section of the application object.
Reference Manual 71
Chapter 1: Configuration Options E-mail Server Java Options
E-mail Server Java—Options Table
E-mail Server Java options are on the
Options
tab of the
Properties
dialog
lists the sections on this tab and the options that belong in each section.
Table 11: E-mail Server Java Configuration Options
Section
chat-client email-encoding email-processing
Option
address x-user-defined attachment-mngt autobot-agent-login-name autowar-detect-period autowar-max-reply-count autowar-scan-all-threads-of-contact bcc-address check-email-address contact-identification default-domain default-from-address default-inbound-queue enable-autowar-detect enable-extract-uuencoded-file enable-inbound-processor enable-inbound-submitter enable-mail-loops enable-outbound-submitter enable-message-id-check enable-same-mail-from-mailboxes ext-resource-incoming-address fieldcode-format-locale
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
New/Existing See Page
Existing
Existing
Existing
Existing
Existing
72 Multimedia 7.6
Chapter 1: Configuration Options E-mail Server Java Options
Table 11: E-mail Server Java Configuration Options (Continued)
Section
email-processing
(continued)
Option
hide-attached-data inbound-msg-thread-pool-size inbound-processor-high-watermark inbound-processor-low-watermark inbound-processor-period inbound-processor-thread-pool-size inbound-submitter-period inbound-submitter-high-watermark inbound-submitter-low-watermark inbound-submitter-thread-pool-size ixn-server-cnx-max-idle-time ndr-senders-list outbound-msg-charset outbound-msg-thread-pool-size outbound-submitter-period outbound-submitter-high-watermark outbound-submitter-low-watermark outbound-submitter-thread-pool-size quote-from quote-prefix quote-sent quote-separator quote-subject socket-timeout subject-forward-prefix
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
New/Existing See Page
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Reference Manual 73
Chapter 1: Configuration Options E-mail Server Java Options
Table 11: E-mail Server Java Configuration Options (Continued)
Section
email-processing
(continued) mime-customization pop-client a
Option
subject-reply-prefix subject-threading-substrings enable-inbound enable-inbound-debug-log enable-outbound enable-outbound-debug-log inbound-class-name inbound-keep-received-mime outbound-class-name outbound-keep-sent-mime address allow-bad-msg-size connect-timeout cycle-time delete-bad-formatted-msg delete-big-msg enable-big-msg-stripping enable-client enable-debug enable-ssl endpoint leave-msg-on-server mail.<javamail-property> mailbox maximum-msg-number
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
New/Existing See Page
Existing
Existing
Existing
Existing
Existing
Existing
Existing
74 Multimedia 7.6
Chapter 1: Configuration Options E-mail Server Java Options
Table 11: E-mail Server Java Configuration Options (Continued)
Section
pop-client (continued) smtp-client iwe-processing settings
Option
maximum-msg-size password port protocol-timeout server type cnx-check-idle-time cnx-max-idle-time cnx-pool-size connect-timeout enable-authentication enable-debug enable-ssl password port protocol-timeout server user address enable-web-form endpoint worker-threads cnx-to-ucs-wait-time max-cnx-to-ucs ucs-duplex-mode
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
Existing
New/Existing See Page
Existing
Existing
Existing
Existing
Existing
Existing
Existing
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Chapter 1: Configuration Options E-mail Server Java Options
Table 11: E-mail Server Java Configuration Options (Continued)
Section Option
webapi-port
New/Existing See Page
Existing
settings (continued) services third-party-max-queueing-time third-party-pool-size
Existing
Existing endpoints:<tenant_dbid> [list of endpoints, which could include one called
default
; see “Endpoints” on page 70 ]
Existing log messagefile Existing
a. If you have multiple POP clients, you can create multiple [ pop-client xxx
] sections. For more
information, see “Multiple POP clients” on page 71
.
Option descriptions follow.
Note:
If the default value of an option differs from that in the application template, consider the value in the template more accurate.
address (chat-client section)
Default Value: No default value
Valid Value: Any valid e-mail address
Changes Take Effect: Immediately
The e-mail address used to fill in the
From
field in the Chat Transcript email-out.
The Chat Transcript email-out
is the e-mail sent to the customer that includes the transcript of the chat in which the customer had engaged.
The value must comply with RFC2822, and therefore must be encoded according to RFC2047. Examples of valid values include the following:
•
•
“Legal Dpt” <[email protected]>
•
“=?Cp1252?Q?Dpt_=E9_Legal?=” <[email protected]> where
“=?Cp1252?Q?Dpt_=E9_Legal?=”
is the French equivalent of
Legal Dept
and includes French accents
address (iwe-processing section)
Default Value: No default value
Valid Value: Any valid e-mail address
Changes Take Effect: Immediately
The e-mail address used to fill in the
Mailbox
field of
WebForm-transformed email-in. This address becomes the default from address when replying to web
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Mailbox
key.
The value must comply with RFC2822, and therefore must be encoded according to RFC2047. Examples of a valid value includes the following:
•
address (pop-client section)
Default Value: No default value
Valid Value: Any valid e-mail address
Changes Take Effect: Immediately
Specifies both the mailbox address used to route outgoing reply messages and the e-mail address used to fill in the From field in an email-out that is created from an email-in
received from this pop-client.
If the email-out
is an automated response or an acknowledgement, the address is the default address. However, if an agent creates a reply email-out,
the agent can change the From address by choosing an address among those popclient addresses defined in all E-mail Server Java components connected to the same Interaction Server as the desktop application.
The value must comply with RFC2822, and therefore must be encoded according to RFC2047. Examples of valid values include the following:
•
•
“Legal Dpt” <[email protected]>
•
“=?Cp1252?Q?Dpt_=E9_Legal?=” <[email protected]> where
“=?Cp1252?Q?Dpt_=E9_Legal?=”
is the French equivalent of
Legal Dept
and includes French accents
Note:
You can create multiple pop-client xxx sections. However, you must use a unique address
for each pop-client xxx section that you create.
For more information, see “Multiple POP clients” on page 71 .
allow-bad-msg-size
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
Specifies how E-mail Server Java handles messages with a negative size. If set to
FALSE
, the message is left on the corporate server, if set to
TRUE
, the message is considered a normal message.
attachment-mngt
Default Value:
LEAVE
Valid Values:
LEAVE, REMOVE
Changes Take Effect: Immediately
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Specifies the strategy used by E-mail Server Java to handle attachments of incoming messages for this account.
•
The value of
LEAVE
causes this E-mail Server Java to store a message in the database with attachments.
•
The value of
REMOVE
causes this server to store a message in the database without attachments.
In the 6.5 release, this option, previously called
AttachmentMngt,
was located in the pop-client
section.
Note: A value of
Archive
is not supported in release 7.x.
autobot-agent-login-name
Default Value: No default value
Valid Values: Any valid agent login name
Changes Take Effect: Immediately
Specifies the agent (the autobot Person) used to render standard responses containing agent-related field codes. For information about autoresponses, see the “E-mail Objects” section in Chapter 3 of the Universal Routing 7.6
Reference Manual.
Note:
If you want to control what the interaction history shows as the owner of e-mails (for example, acknowledgements, autoresponses, and replies from agents) generated by E-mail Server Java, you can use the User
Data key
_OwnerEmployeeId,
introduced in version 7.0.100.10. Its value must be the Employee ID of a Person object.
For example in a routing strategy, you can add a Function object, specify the Update function, and manually enter the _OwnerEmployeeId key. You could also specify the
UData
function with a
GD_OriginalAgentEmployeeId key, which gets its value from the User
Data
GD_OrginalAgentEmployeeId
.
The person designated by the value becomes the owner shown in the interaction history.
Previously, the owner of this type of interaction was determined only by the value of this autobot-agent-login-name
option. If you do not assign any value to the
_OwnerEmployeeId
key, the owner of this type of interaction is determined by the autobot Person.
autowar-detect-period
Default Value: 00:10:00
Valid Values: Any time period in the hh:mm:ss
format
Changes Take Effect: Immediately
Sets the timespan during which E-mail Server Java counts previous automatic e-mails (autoresponses and acknowledgements) that it sent to the same contact in the same thread.
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autowar-max-reply-count
Default Value:
5
Valid Values: Any integer greater than
0
.
Changes Take Effect: Immediately
Sets the maximum number of automated replies that E-mail Server Java sends in the configured autowar-detect-period
.
autowar-scan-all-threads-of-contact
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
If set to
TRUE,
E-mail Server Java scans all the threads of the current contact in order to count the number of autoresponses and auto-acknowledgements. If set to
FALSE
, E-mail Server Java scans only the current thread for this contact.
bcc-address
Default Value: No default value
Valid Values: Any valid e-mail address or list of e-mail addresses
Changes Take Effect: Immediately
Specifies an additional address, or comma-delimited list of addresses to which all outgoing messages are sent as a Bcc.
The value must comply with RFC2822, and therefore must be encoded according to RFC2047. Examples of valid values include the following:
•
•
[email protected],[email protected]
•
“Legal Dpt” <[email protected]>
•
“=?Cp1252?Q?Dpt_=E9_Legal?=” <[email protected]>
where
“=?Cp1252?Q?Dpt_=E9_Legal?=” is the French equivalent of Legal Dept and includes French accents
Note:
You must specify this optional parameter manually.
check-email-address
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Allows you to disable the checking of incoming e-mails for compliance with
RFC822 (governing whether e-mail addresses with white spaces are accepted).
The default value of
TRUE
leaves such checking enabled, and Genesys strongly recommends this setting.
Disabling this checking means the system attempts to process noncompliant e-mails, which may cause problems. You may, however, consider disabling the checking if large numbers of noncompliant e-mails are being received (for
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From
field). If you disable this checking (a value of
FALSE
), such e-mails are no longer processed as failed e-mails.
cnx-check-idle-time
Default Value:
00:00:30
Valid Values: Any valid time in hh:mm:ss
format
Changes Take Effect: After restart
Specifies the amount of time an SMTP (Simple Mail Transfer Protocol) connection can stay idle
before E-mail Server Java checks to see whether the connection is really established. If the SMTP connection is idle for longer than the specified value, E-mail Server Java first sends a NOOP command to the
SMTP server on the connection, before using the connection.
With the value of
00:00:00,
E-mail Server Java checks the connection each time before using it. However, this is an expensive operation, and some SMTP servers do not support it very well.
cnx-max-idle-time
Default Value:
00:05:00
Valid Values: Any time period in hh:mm:ss
format
Changes Take Effect: After restart
Specifies the amount of time an SMTP connection can stay
Idle
before E-mail
Server Java closes the connection.
Warning!
Make sure the value is less than the SMTP Server timeout value, if that option exists.
cnx-pool-size
Default Value:
10
Valid Values: Any integer greater than
0
Changes Take Effect: After restart
Specifies the pool size for the SMTP connection. This option sets the maximum number of messages SMTP can send in parallel.
cnx-to-ucs-wait-time
Default Value:
30000
Valid Values: Any integer equal to or greater than
0
Changes Take Effect: After restart or reconnection to UCS, if the connection was closed.
Specifies the maximum time–in milliseconds–that a thread waits to acquire a token, which allows it to perform an operation on UCS. A value of
0
means an infinite wait time. E-mail Server Java must receive this token first, before it can perform an operation in UCS. The max-cnx-to-ucs
)
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E-mail Server Java can make.
connect-timeout
(In the pop-client
section)
Default Value:
00:05:00
Valid Values: Any time period in the hh:mm:ss
format
Changes Take Effect: At the next pop cycle
(In the smtp-client section)
Default Value:
00:05:00
Valid Values: Any time period in the hh:mm:ss
format
Changes Take Effect: Immediately
For the pop-client
and smtp-client
sections, specifies the timeout value for the socket connection. The timeout is raised if the connection to the server
(corporate e-mail server for the pop-client
section or SMTP server for the smtp-client section) cannot be established within the time specified for this option.
Note:
The default value was changed from
5:00
to
00:05:00
in release 7 because the format for valid values changed.
contact-identification
Default Value:
IDENTIFY-AND-CREATE
Valid Values:
IDENTIFY-AND-CREATE, IDENTIFY-ONLY, DO-NOTHING
Changes Take Effect: Immediately
Specifies how E-mail Server Java handles contact identification and autocreation. A value of
IDENTIFY-AND-CREATE
means E-mail Server Java attempts to identify the contact. If the contact is not found, it is created. A value of
IDENTIFY-ONLY
means E-mail Server Java attempts to identify the contact, but does not create a new contact if it is not found. If set to
DO-NOTHING
Server Java does not identify the contact.
cycle-time
Default Value:
00:00:30
Valid Values: Any time period in the hh:mm:ss
format except
00:00:00
Changes Take Effect: At the next pop cycle
Specifies the time that E-mail Server Java waits before retrieving new messages from this account again.
Note:
The default value was changed from
0:00:10
to
00:00:30
in release 7.
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default (endpoints:<tenant_dbid> section)
Default Value: No default value
Valid Values: Any string that matches the name of an existing
Interaction Server queue
Changes Take Effect: Immediately
Specifies the default endpoint, which E-mail Server Java uses when it cannot find a match for any of the endpoints listed as options in the endpoints:<tenant_dbid>
section. See also “Endpoints” on page 70 .
default-domain
Default Value: No default value
Valid Values: Any valid domain name
Changes Take Effect: Immediately
Specifies the domain name added to all e-mail addresses that do not have a domain name.
default-from-address
Default Value: No default value
Valid Values: Any valid e-mail address
Changes Take Effect: Immediately
If not empty, specifies the address shown in the
From
field of outgoing e-mails.
The value must comply with RFC2822, and therefore must be encoded according to RFC2047.
Examples of valid values include the following:
•
•
“Legal Dpt” <[email protected]>
•
“=?Cp1252?Q?Dpt_=E9_Legal?=” <[email protected]>
where
“=?Cp1252?Q?Dpt_=E9_Legal?=”
is the French equivalent of
Legal Dept
and includes French accents
default-inbound-queue
Default Value: No default value
Valid Values: Any valid and defined queue (
Script
objects of
Interaction
Queue
type)
Changes Take Effect: Immediately
Specifies the default inbound queue used to submit new inbound messages.
Note:
This option’s former default value ( InboundQueue ) was removed in release 7.2. There is now no default.
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delete-bad-formatted-msg
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
Specifies whether a message should be deleted from the corporate e-mail server if it cannot be retrieved from that server.
Note:
Leaving messages on a corporate e-mail server works only when using
IMAP
protocol; it does not work when using
POP3
protocol.
delete-big-msg
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
Specifies whether an e-mail should be deleted from a corporate server if the
E-mail’s message size exceeds the value set in the option maximum-msg-size
(see
Note:
Leaving messages on a corporate e-mail server works only when using
IMAP protocol; it does not work when using POP3 protocol. When you are using
IMAP,
these messages are flagged as read and are not selected any more. When you are using
POP3,
these messages are considered each time.
enable-authentication
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables the use of Authentication with the corporate e-mail server. With a value of
TRUE,
the options user
and password
are used to log in to the corporate e-mail server.
Note:
When you use Authentication, the corporate e-mail server verifies the authenticity by comparing the user and the e-mail’s
From
address.
enable-autowar-detect
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables (
TRUE
) or disables (
FALSE
) the detection and counting of e-mails that it sent to the same contact in the same thread, and that are both (a) parent to the
Customer Reply and (b) of type
Auto-Response
or
Acknowledgement.
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When enabled, E-mail Server Java attaches the resulting number to the
Customer Reply as a value of the key
_AutoReplyCount.
You can then create a routing strategy to compare the value of
_AutoReplyCount
to a threshold that you define. If the value exceeds the threshold, the strategy can refrain from creating an autoresponse or acknowledgement.
enable-big-msg-stripping
Default Value: TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
Specifies whether E-mail Server Java must create a stripped version of messages whose size exceeds the configured maximum-msg-size
).
The stripped version contains only the headers of the original message, plus specific attached data to identify it.
enable-client
Default Value:
TRUE
Valid Values: TRUE, FALSE
Changes Take Effect: At the next pop cycle
Enables monitoring of this account. All other options in this pop-client section apply only if you set enable-client
to true.
enable-debug
(In the pop-client
section)
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
(In the smtp-client
section)
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables or disables protocol ( POP3 for pop-client or SMTP for smtp-client ) logging to the server’s standard output.
Warning!
Enabling this option slows down the server.
enable-extract-uuencoded-file
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables extraction of UUEncoded files as attachments.
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enable-inbound
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
Enables (
TRUE
) or disables (
FALSE
) inbound mime customization. If set to
TRUE
, a valid transformer fully qualified class name must be specified for the inbound-class-name option.
enable-inbound-debug-log
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
Enables (
TRUE
) or disables (
FALSE
) inbound mime customization debug logging.
enable-inbound-processor
Default Value:
TRUE
Valid Values: TRUE, FALSE
Changes Take Effect: Immediately
Enables Inbound Processor when the value is set to
TRUE.
enable-inbound-submitter
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables Inbound Submitter when the value is set to
TRUE.
enable-mail-loops
Default Value:
FALSE
Valid Values: TRUE, FALSE
Changes Take Effect: Immediately
Specifies whether E-mail Server Java can (
TRUE
) or cannot (
FALSE,
the default) send mail to the addresses specified in the following sections and options:
Section
email-processing email-processing iwe-processing chat-client pop-client
Option
default-from-address ext-resource-incoming-address address address address
Sending e-mails to these addresses may be useful if you want to direct copies of outbound e-mails to system-internal addresses for purposes of (for example) validating or archiving.
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enable-message-id-check
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next POP cycle
Enables (
TRUE
) or disables (
FALSE
) the Message-Id uniqueness check during the
POP cycle. If enabled, E-mail Server Java checks received e-mail against existing e-mail in the database, and silently deletes any duplicate e-mail from the corporate mail server. Use this option to prevent the mail server from inadvertently offering the same e-mail in successive POP cycles. If you set this option to
FALSE
, E-mail Server Java does not check the uniqueness of the
Message-Id, and no silent removal of duplicate e-mail will occur.
enable-outbound
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables (
TRUE
) or disables (
FALSE
) outbound mime customization. If set to
TRUE
, a valid transformer fully qualified class name must be specified for the outbound-class-name option.
enable-outbound-debug-log
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables (
TRUE
) or disables (
FALSE
) outbound mime customization debug logging.
enable-outbound-submitter
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Enables Outbound Submitter when the value is set to
TRUE.
enable-same-mail-from-mailboxes
Default Value: false
Valid Values: false, true
Changes Take Effect: At next POP cycle
Determines what E-mail Server Java does when it retrieves multiple incoming e-mails with the same Message-Id from different mailboxes.
With the default setting
false
, if among all the retrieved incoming e-mails
(from any mailbox) from the corporate mail server, there is more than one e-mail that has the same Message-Id header field, E-mail Server Java
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With the setting true
, E-mail Server Java retrieves a separate e-mail from each mailbox.
enable-ssl
(In the pop-client
section)
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
(In the smtp-client
section)
Default Value: FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
In both the pop-client
and smtp-client
sections, enables (a value of
TRUE
) or disables (a value of FALSE ) the use of SSL (Secure Sockets Layer) encryption when connecting to the corporate e-mail server.
enable-web-form
Default Value: TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
With a value of true,
enables the entry point for integrated Web Form processing for Web API Server. With a value of false or if the option is not listed in this section, Web Form processing is disabled.
Note:
The default value was changed from
FALSE
to
TRUE
in release 7.
endpoint (iwe-processing section)
Default Value: No default value
Valid Values: A string that matches the name of an endpoint defined in the endpoints:<tenant_dbid>
section
Changes Take Effect: Immediately
Specifies the endpoint name by which E-mail Server Java identifies the queue to which it will submit a webform. This endpoint name should be defined in the endpoints:<tenant_dbid>
section (see “Endpoints” on page 70
).
If this endpoint name is not defined in that section, then E-mail Server Java uses the default endpoint from the endpoints:<tenant_dbid>
section.
If no default endpoint is configured in the endpoints:<tenant_dbid>
section, or if the endpoints:<tenant_dbid>
section does not exist, then E-mail Server Java works in 7.1 compatibility mode, and uses the email-processing
section’s default-inbound-queue
option.
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endpoint (pop-client section)
Default Value: No default value
Valid Values: A string that matches the name of an endpoint defined in the endpoints:<tenant_dbid>
section
Changes take effect: At the next pop cycle
Specifies the endpoint name by which E-mail Server Java identifies the queue to which it will submit an e-mail from this pop client. This endpoint name should be defined in the endpoints:<tenant_dbid>
section (see “Endpoints” on page 70 ).
If this endpoint name is not defined in that section, then E-mail Server Java uses the default endpoint from the endpoints:<tenant_dbid>
section.
If no default endpoint is configured in the endpoints:<tenant_dbid>
section, or if the endpoints:<tenant_dbid>
section does not exist, then E-mail Server Java works in 7.1 compatibility mode, and uses the email-processing
section’s default-inbound-queue option.
ext-resource-incoming-address
Default Value: No default value
Valid Values: Any valid e-mail address that is RFC2822 compliant (see below)
Changes Take Effect: Immediately
Specifies the e-mail address used when external agents reply to messages. This option also prevents the specified e-mail address for this external resource from receiving system generated e-mails, such as acknowledgements.
Without this last control, if this e-mail address was accidentally specified as a recipient (To or CC) in the Format tab of an E-mail object, E-mail Server Java would receive the system-generated e-mail that it had just sent out.
You set this value set during E-mail Server Java setup. The value must comply with RFC2822 and therefore must be encoded according to RFC2047.
Examples of valid values include the following:
•
•
Legal Dpt <[email protected]>
•
“=?Cp1252?Q?Dpt_=E9_Legal?=” <[email protected]> where
“=?Cp1252?Q?Dpt_=E9_Legal?=”
is the French equivalent of
Legal Dept
and includes French accents
fieldcode-format-locale
Default Value: No default value
Valid Values: Any valid Java locale in the language_COUNTRY format
Changes Take Effect: Immediately
When specified, defines the locale that must be used to format date, time, currency, and percent values in Field Codes. If not specified, the server uses the default platform.
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lists the available values for this option, in accordance with the IS0 639 and ISO 3166 standards. The value format is:
<two letter code of ISO 639>_<two letter code of ISO 3166>
Note:
See http://www.w3.org/WAI/ER/IG/ert/iso639.htm
and http://www.iso.org/iso/en/prods-services/iso3166ma/02iso-3166code-lists/list-en1.htm
for information on these standards.
hide-attached-data
Default Value:
TRUE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Specifies whether attached data is printed in the log output. A value of
TRUE prohibits printing.
Note:
The default value was changed from FALSE to TRUE in the 7.1 release.
inbound-class-name
Default Value: No default value
Valid Values: A fully qualified transformer class name
Changes Take Effect: At the next pop cycle
Specifies the fully qualified Java class name of the custom inbound transformer, in the format email.transformer.inbound.MyClass
, where email.transformer.inbound
is the package name, and
MyClass
is the class name.
inbound-keep-received-mime
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
Specifies whether the received, unmodified mime content of an e-mail is saved in the Universal Contact Server database in addition to the “E-mail Server Java ready to be processed” content. If set to
TRUE
, the unmodified mime content is saved. If set to
FALSE
, it is not saved.
inbound-msg-thread-pool-size
Default Value:
10
Valid Values: Any integer greater than
0
Changes Take Effect: Immediately
Sets the thread-pool size for retrieving inbound messages. This is the maximum number of inbound mailboxes being popped from POP3/IMAP servers in parallel.
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inbound-processor-high-watermark
Default Value:
200
Valid Values: Any integer greater than
0
and greater than the value of
inboundprocessor-low-watermark
Changes Take Effect: After restart
Specifies the maximum number of interactions in the Inbound Processor queue. Once the queue reaches this value, the database scan is stopped.
Note:
The default value was changed from
50
to
200
in release 7.1.
inbound-processor-low-watermark
Default Value:
20
Valid Values: Any integer greater than
0
and less than the value of
inboundprocessor-high-watermark
Changes Take Effect: After restart
Specifies the minimum number of interactions in the Inbound Processor queue.
If the number in the queue falls below this value, a database scan is done to refill the queue.
Note:
The default value was changed from 10 to 20 in release 7.1.
inbound-processor-period
Default Value: 00:00:30
Valid Values: Any valid time period in the hh:mm:ss
format
Changes Take Effect: Immediately
Specifies the amount of time that Inbound Processor waits before rescanning the database for inbound interactions when no new interactions are found.
inbound-processor-thread-pool-size
Default Value: 5
Valid Values: Any integer greater than
0
Changes Take Effect: After restart
Sets the thread pool size for Inbound Processor. This is the maximum number of inbound interactions being processed in parallel.
inbound-submitter-high-watermark
Default Value:
200
Valid Values: Any integer greater than
0
and greater than the value of
inboundsubmitter-low-watermark
Changes Take Effect: After restart
Specifies the maximum number of interactions in the Inbound Submitter queue. Once the queue reaches this value, the database scan is stopped.
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Note:
The default value was changed from
50
to
200
in release 7.1.
inbound-submitter-low-watermark
Default Value:
20
Valid Values: Any integer greater than
0
and less than the value of
inboundsubmitter-high-watermark
Changes Take Effect: After restart
Specifies the minimum number of interactions in the Inbound Submitter queue.
If the number in the queue falls below this value, a database scan is done to refill the queue.
Note:
The default value was changed from
10
to
20
in release 7.1.
inbound-submitter-period
Default Value:
00:00:30
Valid Values: Any time period in the hh:mm:ss
format
Changes Take Effect: Immediately
Specifies the amount of time that Inbound Submitter waits before rescanning the database for inbound interactions when no new interactions are found.
inbound-submitter-thread-pool-size
Default Value:
5
Valid Values: Any integer greater than 0
Changes Take Effect: After restart
Specifies the thread-pool size for Inbound Submitter. This is the maximum number of inbound interactions being submitted to Interaction Server in parallel.
ixn-server-cnx-max-idle-time
Default Value:
00:05:00
Valid Values: Any valid time period in hh:mm:ss
format
Changes Take Effect: After restart
In the connection pool to Interaction Server, specifies the amount of time a connection to Interaction Server can stay
Idle
before the connection is closed.
leave-msg-on-server
Default Value: FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: At the next pop cycle
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Specifies whether retrieved incoming messages should be deleted from a corporate e-mail server after being successfully downloaded.
Note:
Leaving messages on a corporate e-mail server works only when you are using IMAP protocol; it does not work when you are using POP3 protocol.
mail.<javamail-property>
Default Value: No default value
Valid Values: Depends on the specific property; see reference below
Changes Take Effect: At the next POP cycle
You can set certain JavaMail properties by simply adding them as option names to the E-mail Server Java's pop-client section. One example would be mail.pop3.disabletop
, with value true
. For a list of the JavaMail properties that you are allowed to set in this manner, and for further explanation, see the
"Ongoing Administration and Other Topics" chapter of the Multimedia 7.6
User's Guide.
mailbox
Default Value: No default value
Valid Values: Any valid account name
Changes Take Effect: At the next pop cycle
Specifies the login name
associated with the
POP/IMAP
account. You set this value during the E-mail Server Java setup.
Note:
In the E-mail Server Java log file, mailbox
does not refer to this login option, but instead refers to the address option also found in this popclient xxx section. You use the address
option both to specify the mailbox address and to fill the
From
field in outgoing reply e-mails. For more information about the address
option, see the address (popclient section) option on
max-cnx-to-ucs
Default Value:
30
Valid Values: Any non-zero positive integer
Changes Take Effect: After restart or reconnection to UCS if the connection is closed
Specifies the maximum number of UCS API calls (for example, creating, updating, looking for an object in the UCS database) that E-mail Server Java can simultaneously perform on its connected UCS. This limitation of throughput from E-mail Server Java to UCS helps avoid overloading UCS if several other applications are connected to the same UCS that has many open connections.
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maximum-msg-number
Default Value:
500
Valid Values: Any integer greater than
0
Changes Take Effect: At the next pop cycle
Specifies the maximum number of messages that E-mail Server Java can retrieve during an incoming cycle for this account.
Note:
The default value was changed from 50 to 500 in release 7.
maximum-msg-size
Default Value: 5
Valid Values: Any integer greater than
0
Changes Take Effect: At the next pop cycle
Specifies the maximum size (in MB) of an incoming message. Also see the option delete-big-msg on
ndr-senders-list
Default Value: mailer-daemon,postmaster,mmdf
Valid Values: Any valid string or comma-separated list of strings
Changes Take Effect: Immediately
Specifies the string used to identify nondelivery report (ndr) e-mails when the message does not comply with RFC1891. In this case, E-mail Server Java tries to match the From field of the inbound e-mail with each string defined in this option. If the match is successful, the e-mail is considered an ndr e-mail.
outbound-class-name
Default Value: No default value
Valid Values: A fully qualified transformer class name
Changes Take Effect: Immediately
Specifies the fully qualified Java class name of the custom outbound transformer, in the format email.transformer.outbound.MyClass
, where email.transformer.outbound
is the package name, and
MyClass
is the class name.
outbound-keep-sent-mime
Default Value:
FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: Immediately
Specifies whether the mime content after transformation of an outgoing e-mail is saved in the Universal Contact Server database in addition to the initial content. If set to TRUE , the mime content of the sent message is saved. If set to
FALSE
, it is not saved.
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outbound-msg-charset
Default Value: utf-8
Valid Values: Any valid character set, IANA (Internet Assigned Numbers
Authority)–registered
Changes Take Effect: Immediately
Specifies the default character set used to encode all outgoing messages.
outbound-msg-thread-pool-size
Default Value:
10
Valid Values: Any integer greater than
0
Changes Take Effect: Immediately
Specifies the thread-pool size for sending outbound messages. This is the maximum number of outbound messages being sent to SMTP server in parallel.
outbound-submitter-high-watermark
Default Value:
200
Valid Values: Any integer greater than
0 and greater than the value of outbound-submitter-low-watermark
Changes Take Effect: After restart
Specifies the maximum number of interactions in Outbound Submitter. Once the queue reaches this value, the database scan is stopped.
Note:
The default value was changed from 50 to 200 in release 7.1.
outbound-submitter-low-watermark
Default Value:
20
Valid Values: Any integer greater than
0
and less than the value of
outboundsubmitter-high-watermark
Changes Take Effect: After restart
Specifies the minimum number of interactions in the Outbound Submitter queue. If the number in the queue falls below this value, a database scan is done to refill the queue.
Note:
The default value was changed from
10
to
20
in release 7.1.
outbound-submitter-period
Default Value:
00:00:30
Valid Values: Any time period in hh:mm:ss
format
Changes Take Effect: Immediately
Specifies the amount of time that Outbound Submitter waits before rescanning the database for outbound interactions, when no new interactions are found.
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outbound-submitter-thread-pool-size
Default Value:
5
Valid Values: Any integer greater than
0
Changes Take Effect: After restart
Specifies the thread-pool size for Outbound Submitter. This is the maximum number of outbound interactions being submitted to Interaction Server in parallel.
password
(In the pop-client
section)
Default Value: No default value
Valid Values: Any string or none
Changes Take Effect: At the next pop cycle
(In the smtp-client
section)
Default Value: No default value
Valid Values: Any string or none
Changes Take Effect: Immediately
In the pop-client
section, specifies the password associated with this account.
You set this value during E-mail Server Java setup.
In the smtp-client
section, specifies the password used to authenticate the user with respect to the corporate e-mail server when sending out messages. This applies only when you have set enable-authentication
) to
TRUE.
port
(In the pop-client
section)
Default Value:
110
Valid Values: Any valid port number
Changes Take Effect: At the next pop cycle
(In the smtp-client
section)
Default Value:
25
Valid Values: Any valid port number
Changes Take Effect: Immediately
Specifies the port number for connecting to the corporate e-mail server. Allows the port to be changed for access through a firewall.
Note:
For the pop-client section, commonly used values are 110 for POP3 and
143
for
IMAP.
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protocol-timeout
(In the pop-client
section)
Default Value:
00:05:00
Valid Values: Any time period in the hh:mm:ss
format
Changes Take Effect: At the next pop cycle
(In the smtp-client
section)
Default Value: 00:05:00
Valid Values: Any time period in the hh:mm:ss
format
Change Take Effect: Immediately
Whether in the pop-client
or smtp-client
section, specifies the message timeout value. The timeout is raised if the corporate e-mail server does not reply to protocol messages sent to it within the time specified for this option.
You may want to adjust the timeout value to handle large messages. If the timeout expires before a message has finished processing, the following may occur:
•
A large incoming message may be repeatedly resubmitted, blocking processing of all following messages. Prevent this by increasing the value for this option in the pop-client
section.
•
A large outgoing message may result in a Send service failure. Prevent this by configuring this option in the smtp-client
section.
Note:
The default value was changed from
5:00
to
00:05:00
in release 7, because the format changed for valid values.
quote-from
Default Value:
From:
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the string used when quoting the original message to indicate the sender of the original message.
quote-prefix
Default Value:
>
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the prefix to insert at line beginnings when quoting the original message’s content.
quote-sent
Default Value:
Sent:
Valid Values: Any string
Changes Take Effect: Immediately
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Specifies the string used when quoting the original message to indicate the date the original message was sent.
quote-separator
Default value:
----- Original Message -----
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the string used to separate an e-mail response from the quotation of the original message.
quote-subject
Default Value: Subject:
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the string used when quoting the original message to indicate the subject of the original message.
server
(In the pop-client
section)
Default Value: No default value
Valid Values: Any valid host name or IP address
Changes Take Effect: At the next pop cycle
(In the smtp-client
section)
Default Value: No default value
Valid Values: Any valid host name or IP address
Changes Take Effect: Immediately
In the pop-client
section
, specifies the host name or IP address of the corporate e-mail server on which the account resides.
In the smtp-client
section, specifies the name of the corporate SMTP server.
You set the value during E-mail Server Java setup.
socket-timeout
Default Value:
00:02:00
Valid Values: Any time period in the hh:mm:ss
format
Changes Take Effect: Immediately
Sets the input/output timeout value for connections to Interaction Server. The timeout is triggered when Interaction Server does not reply within the specified amount of time. Setting the timeout value to
00:00:00
means that there is an infinite timeout period.
subject-forward-prefix
Default Value:
Fwd:
Valid Values: Any string
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Changes Take Effect: Immediately
Specifies the prefix that will be inserted at the beginning of a message’s subject line when forwarding a message.
subject-reply-prefix
Default Value:
Re:
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the prefix that will be inserted at the beginning of a message’s subject line when replying to a message.
subject-threading-substrings
Default Value: re:, reply, out of office, out of the office
Valid Values: Any valid string or comma-separated list of strings
Changes Take Effect: Immediately
Defines the list of string substring tokens to remove from the start of the e-mail
Subject, to normalize the subject. When finding the parent interaction for an email, E-mail Server Java first uses the MIME-based threading mechanism.
(The
In-Reply-To
or
References E-mail
header text boxes contain parent interaction MIME id.
) The server searches for substrings in the Subject text box to determine whether it is a reply. If the server finds such a substring, it attempts to thread the e-mail by Subject.
If the server does not find a substring, it tries to look for an existing e-mail with the same Subject. When doing so, the server bases the Subject lookup and comparison on the normalized subject, which is computed from the e-mail
Subject by removing any leading token defined by this option.
Configure this option to avoid autobot wars. For information about autobots, see the “E-Mail Objects” section in Chapter 3 of the Universal Routing 7.6
Reference Manual.
Note:
In release 7, the default value was changed from no default value to re:; reply, out of office; out of office.
third-party-max-queueing-time
Default Value: 15000
Valid Values: Any integer greater than
0
Changes Take Effect: After restart
Specifies the maximum time (in milliseconds) that third-party requests from
Interaction Server wait in the E-mail Server Java queue before being considered too old and rejected. These requests are related to routing blocks that E-mail Server Java implements, such as
Autoresponse, ACK
(for acknowledgement),
Forward,
and so on.
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third-party-pool-size
Default Value:
50
Valid Values: Any integer greater than
1
Changes Take Effect: After restart
Specifies the thread-pool size for Service processing.
type
Default Value:
POP3
Valid Values: POP3, IMAP
Changes Take Effect: At the next pop cycle
Specifies the protocol used to retrieve incoming messages from a corporate e-mail server.
Note:
Remember to set the value of the port
), which corresponds to this setting. For example, if you are using the IMAP protocol, the commonly used port is 143.
ucs-duplex-mode
Default Value: FALSE
Valid Values:
TRUE, FALSE
Changes Take Effect: After restart
Enables (
TRUE
) or disables (
FALSE
) the communication between Universal
Contact Server and E-mail Server Java in duplex mode. Duplex mode allows bidirectional communication between Universal Contact Server and E-mail
Server Java through firewalls or NAT routers. Duplex mode must be enabled both on UCS (with the ucsapi-duplex-mode
option) and on E-mail Server Java
(with the ucs-duplex-mode
option) for the duplex mode to be used
.
user
Default Value: No default value
Valid Values: Any valid logon user name
Changes Take Effect: Immediately
Specifies the name used to log in to the corporate e-mail server. This option applies only when you have set enable-authentication
to
TRUE.
webapi-port
Default Value:
7777
Valid Values: Any valid port number
Changes Take Effect: After restart
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Specifies the incoming listening port of the entry point for Web-Form processing for Web API Server.
Note:
This option applies only if you set enable-web-form
(see
TRUE.
worker-threads
Default Value:
5
Valid Values: Any integer greater than
0
Changes Take Effect: After restart
Specifies the number of worker threads to launch for Web-Form processing.
This does not need to be a large number because a single thread can handle many client connections. This value also specifies the maximum number of simultaneous connections E-mail Server Java accepts from Web API Server.
Note:
This option applies only if you set enable-web-form
(see
TRUE.
x-user-defined
Default Value: us-ascii
Valid Values: Any encoding that JRE 1.4.2 supports
Changes Take Effect: After restart
In the email-encoding
section, maps the encoding used by incoming e-mail to the replacement encoding used by E-mail Server Java. With a value of usascii,
the encoding for incoming e-mails is converted to us-ascii.
For a list of encodings that JRE 1.4.2 supports, see http://java.sun.com/j2se/1.4.2/docs/guide/intl/encoding.doc.html.
In the email-encoding section, you can configure other options that handle problems with retrieving e-mails with other unknown encodings similar to the x-user-defined
option. For example, if you experience problems with other bad encodings, you can configure an other-bad-encoding
option with a value of iso-8859-1 to handle them.
Note:
The supported encoding for valid values changed from JRE 1.4.1 to
JRE 1.4.2 in the 7.1 release.
Log Options
Except for the messagefile option, all log options for E-mail Server Java are
identical to those for other servers specific to Multimedia 7.6. See “Common
Log Options and Servers” on page 17
for a list of these options.
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For E-mail Server Java, the value for the messagefile
option is
EmailServer.lms.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Note:
In release 7.x, the period used to reload logging options is internally fixed to
30 seconds
, therefore the
ParamsReloadPollingPeriod
option is no longer required.
Co-Browsing Server Options
This section describes the configuration options available for Web
Collaboration’s Co-Browsing Server. Use Configuration Manager to view or
change these options. See Page 16
for information on accessing configuration options.
Co-Browsing Server options are on the Options tab of the Properties window.
lists the sections on the Options tab of the Properties window and the options that belong in each section.
Table 12: Co-Browsing Server Configuration Options
Section
General
Log
Option
alias web-server-host messagefile
Option descriptions follow.
New/Existing
Existing
Existing
Existing
See Page
alias
Default value: None
Valid values: Any four ASCII characters
Changes Take Effect: Upon restart of a server
A short name for the Co-Browsing Server. This option is used for load balancing.
messagefile
Default value: cobrowse.lms
Valid values: cobrowse.lms
Changes Take Effect: Immediately
Name of the Co-Browsing Server message file.
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web-server-host
Default Value: No default value
Valid Values: The fully qualified domain name of a web server that is used by
KANA Response Live Co-Browse Server
Changes Take Effect: Immediately
Specifies the fully qualified domain name of the web server that is used by
KANA Response Live Co-Browse Server. This option is used by the Load
Balancing Servlet that is part of Web API Server. It is used for load-balancing of Co-Browsing Servers that have web servers installed on a separate host from the servlet engine.
Log Options
Except for the messagefile option, all log options for Co-Browsing Server are
identical to those for other servers specific to Multimedia 7.6. See “Common
Log Options and Servers” on page 17
for a list of these options.
For Co-Browsing Server, the value for the messagefile
option is cobrowse.lms.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Classification Server Options
This section describes the configuration options for Classification Server. Use
Configuration Manager to view or change these options. See
information on accessing configuration options.
Classification Server options are on the Options tab of the Properties dialog
box. Table 13 lists the sections on this tab and the options that belong in each
section.
Table 13: Classification Server Configuration Options
Section
cengine license
Option
log-level log-path model-check-interval model-storage subject-body-header license-file
New/Existing
Existing
Existing
Existing
Existing
Existing
Existing
See Page
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Table 13: Classification Server Configuration Options (Continued)
Section
log settings
Option
messagefile hide-attached-data
New/Existing
Existing
Existing
See Page
Option descriptions follow.
Note:
If the default value of an option differs from that in the application template, consider the value in the template more accurate.
hide-attached-data
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Prohibits, or allows, the printing of attached data in the log output. The default value ( true
) prohibits printing.
license-file
Default Value: No default value
Valid Values: Any valid port address in the format,
<
your_license_server_port>
@
<your_license_server_host
> or the full path to the license file
Changes Take Effect: After restart
Specifies the location of the license file.
log-level
Default Value: standard
Valid Values: standard, none
Changes Take Effect: Immediately
Sets the logging level for Classification Server.
Note:
The default value changed from all
to standard
in the 7.x releases.
log-path
Default Value:
CEngineLog
Valid Values: Any valid path
Changes Take Effect: Immediately
Sets the path to the
Classification Server Log directory.
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model-check-interval
Default Value:
1
Valid Values: Any positive integer
Changes Take Effect: Immediately
Sets the time period interval–in seconds–at which Classification Server checks the Contact Server database to see if:
•
Classifications models were created or deleted.
•
The state (
Active/Not Active
) of any classification model changed.
•
Any screening rules were created, deleted, or changed.
Note:
The units for this option were changed from minutes (as they were in release 7) to seconds in release 7.1.
model-storage
Default Value: ModelStorage
Valid Values: Any valid path
Changes Take Effect: Immediately
Sets the path to the directory for storing training models.
Note:
The default value was changed from ./ModelStorageDirectory to
ModelStorage
in release 7.
subject-body-header
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies how an e-mail’s Subject, Body, and Header fields are treated during screening. A value of true
means screening rules treat the Subject, Body, and
Header fields as a single unit when doing matching. If set to false
, the screening rules scan the Subject, Body and Header separately.
Note:
Be sure this option has the same value as the Knowledge Manager option of the same name, located in that component’s general
section.
Log Options
Except for the
messagefile
option, all log options for Classification Server are
identical to those for other servers specific to Multimedia 7.6. See “Common
Log Options and Servers” on page 17
for a list of these options.
For Classification Server, the value for the messagefile
option is iknowserver.lms.
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For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Training Server Options
This section describes the configuration options for Training Server. Use
Configuration Manager to view or change these options. See
information on accessing configuration options.
Training Server options are on the
Options
tab of the
Properties
dialog box.
lists the sections on this tab and the options that belong in each section.
Table 14: Training Server Configuration Options
Section
cengine log
Option
log-level log-path model-check-interval model-storage messagefile
New/Existing
Existing
Existing
Existing
Existing
Existing
See Page
Option descriptions follow.
Note:
If the default value of an option differs from that in the application template, consider the value in the template more accurate.
log-level
Default Value: standard
Valid Values: all, standard, none
Changes Take Effect: Immediately
Sets the logging level for Training Server.
Note:
The default value changed from all
to standard
in the 7.x releases.
log-path
Default Value:
CEngineLog
Valid Values: Any valid path
Changes Take Effect: Immediately
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This option sets the path to the
Training Server Log directory.
model-check-interval
Default Value: 30
Valid Values: Any positive integer
Changes Take Effect: Immediately
Sets the time period interval—in seconds—at which Training Server checks the Contact Server database to see whether any new training jobs were created
(that is, whether there were any requests to create or test classification models).
Notes:
The default value for this option was changed from 1 to 30 in the 7.5 release.
The units for this option were changed from minutes (as they were in release 7) to seconds in 7.1.
model-storage
Default Value:
ModelStorage
Valid Values: Any valid path
Changes Take Effect: Immediately
Sets the path to the directory for storing training models.
Log Options
Except for the messagefile
option, all log options for Training Server are
identical to those for other servers specific to Multimedia 7.6. See “Common
Log Options and Servers” on page 17
for a list of these options.
For Training Server, the value for the messagefile option is iknowserver.lms.
For a description of log options, see the Framework 7.6 Configuration Options
Reference Manual.
Knowledge Manager Options
This section describes the configuration options for Knowledge Manager. Use
Configuration Manager to view or change these options. (See “Setting
Options” on page 16 for general information about accessing configuration
options.)
Knowledge Manager options are on the
Properties
dialog box’s
Options
tab.
lists only two sections ( general
and training
) that appear on that tab, along with the options that belong in that section. A third configuration section, not listed on the
Options
tab, is called
Training
and contains internal options.
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Warning!
Do not change the
Training
section options unless a Genesys
Technical Support representative directs you to do so.
Table 15: Knowledge Manager Configuration Options
Section
general training
Option
log-file log-level update-cfg subject-body-header training-license
New/Existing
Existing
Existing
Existing
Existing
Existing
See Page
Option descriptions follow.
Note:
If the default value of an option differs from that in the application template, consider the value in the template more accurate.
log-file
Default Value: No default value
Valid Values: Any file name
Changes Take Effect: After restart
Specifies the filename for the Knowledge Manager log.
log-level
Default Value: debug
Valid Values: debug, normal
Changes Take Effect: After restart
Specifies the log level that is printed.
•
A value of normal,
prints error information and also essential connection information to Universal Contact Server and Configuration Server.
•
A value of debug,
prints debug information, error information, and also essential connection information to Universal Contact Server and
Configuration Server.
training-license
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
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Enables you to use content analysis and is associated with the Classification
Server Content Analysis license. The license is required so that Classification
Server can process classification requests.
The value is automatically set to true if, as you use the Deployment Wizard, you answer
Yes
to the question asking whether you installed the Classification
Server Content Analysis license.
Otherwise, the value is set to false.
If you install the Classification Server
Content Analysis license later, you must manually change this option value from false
to true.
subject-body-header
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart.
Specifies how an e-mail’s Subject, Body, and Header fields are treated during screening. A value of true means screening rules treat the Subject, Body, and
Header fields as a single unit when doing matching. If set to false
, the screening rules scan the Subject, Body and Header separately.
Notes:
For a screening rule to apply to these fields, you must also select the
Subject, Body, and Header check boxes in the Screening Rule Editor, as in previous releases.
Be sure this option has the same value as the Classification Server option of the same name, located in that component’s cengine
section.
update-cfg
Default Value: true
Valid Values: true, false
Changes Take Effect: After restart
If set to true,
Knowledge Manager dynamically updates data from
Configuration Server without requiring the user to click the
Refresh
button.
Knowledge Manager reloads the following information:
•
Tenant list for Universal Contact Server
•
Language list for each tenant
•
Agent list, if used during the creation of Training objects
•
EmailAccounts list, if used during the creation of Screening rules
Warning!
If you set this option to true,
you might experience slow performance when building a Training Object with a large number of agents (several thousand). To improve performance, set this option to false.
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If set to false,
changes made to such configuration information—for example, the addition of a new agent—will be loaded to Knowledge Manager only after it is restarted.
Disconnect Detection Protocol for
Components
A disconnect detection protocol, either Advanced Disconnect Detection
Protocol (ADDP) or others, is used for detecting a connection failure with servers to which another component connects as a client. For the components that support ADDP, you can configure it on the
Connections
tab of the
Properties
dialog box.
lists the Client names, the associated servers in their Connections tab, and the type of disconnect detection protocol each supports.
Table 16: Servers and ADDP Connection Support
Client Name
Interaction Server
Interaction Server Proxy
Universal Contact Server
Server Name
Configuration Server
DB Server
Message Server d
Stat Server
ESP Servers:
• Universal Contact Server
• Classification Server
• E-mail Server Java
• Outbound Contact Server
• Chat Server
• Any other custom servers
Configuration Server
Message Server d
Interaction Server
Configuration Server
Message Server d
Stat Server
Disconnect Detection
Protocol
ADDP
ADDP
ADDP
ADDP
ADDP
ADDP
ADDP
ADDP
ADDP
ADDP
Not Supported
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Table 16: Servers and ADDP Connection Support (Continued)
Client Name
Universal Contact Server
Proxy
Server Name
Disconnect Detection
Protocol
ADDP
ADDP
ADDP
Proprietary RMI ping b
Universal Contact Server
Manager
E-mail Server Java
Configuration Server
Message Server d
Universal Contact Server
Universal Contact Server
Web API Server
Co-Browsing Server
Chat Server
Configuration Server
Message Server d
Interaction Server
Universal Contact Server
Configuration Server
Message Server d
Solution Control Server
Chat Server
E-mail Server Java
Universal Contact Server
Stat Server
Interaction Server
Co-Browsing Server
Configuration Server
Message Server
Configuration Server
Message Server d
Interaction Server
Universal Contact Server
ADDP
ADDP
Not Supported
Proprietary RMI ping b
ADDP
ADDP
Proprietary SCS ping a
Not Applicable e
Not Applicable e
Not Applicable e
Not Supported
Not Applicable e
Not Applicable e
ADDP
ADDP
ADDP
ADDP
ADDP
ADDP
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Table 16: Servers and ADDP Connection Support (Continued)
Client Name
Classification Server
Training Server
Knowledge Manager
AIL
(Agent Interaction Layer)
Server Name
Configuration Server
Message Server d
Universal Contact Server
Configuration Server
Message Server d
Universal Contact Server
Universal Contact Server
Configuration Server
Chat Server
Universal Contact Server
Configuration Server
Interaction Server
Interaction Server Proxy
Disconnect Detection
Protocol
ADDP
ADDP
Proprietary RMI ping b
ADDP
ADDP
Proprietary RMI ping b
Proprietary RMI ping b
Not Supported
ADDP c
Proprietary RMI ping b
ADDP
ADDP
ADDP a. Proprietary implementation of disconnection detection via sending a special management protocol packet to
SCS.
b. Proprietary implementation of disconnection detection via sending a ping packet over RMI protocol.
c. Must be specified in the chat-addp-protocol
option (with value of true
) in the Genesys Desktop–Agent application because there are no connections to Chat Server (host and port comes in the attached data of the
Invite
event from Interaction Server). ADDP connection parameters ( trace = both, timeout = 30, remote-timeout = 30
) are hardcoded into AIL.
d. The Message Server connection is optional and is needed only if you intend to output logs to the Message
Server. Also, ADDP to the Message Server is controlled internally by the Genesys Log library.
e. Web API Server does not keep a persistent connection with this server—instead, it establishes a separate connection each time it needs to send a request.
Note:
You do not configure Proprietary detection in Configuration
Manager/Configuration Server.
Configure each Client Application object as follows:
1. Launch Configuration Manager.
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Chapter 1: Configuration Options Disconnect Detection Protocol for Components
2.
In the
Applications
folder, double-click the Application object to open its
Properties
dialog box.
3.
Select the
Connections
tab.
This tab lists the servers to which the application connects.
On the
Connections
tab for each server that supports ADDP, do the following:
1. Double-click the server name in this list to open its
Properties
dialog box.
2.
Type addp
in the
Connection Protocol
text box.
Protocol specifies the method for detecting connection failures between two or more servers and determining the operational status of these servers.
The value of addp
activates ADDP.
3.
Enter the
Local Timeout
and
Remote Timeout
values in their respective text boxes.
These boxes specify the timeout (in milliseconds) between the moment an
ADDP signal is no longer received and the generation of a
Server
Disconnected
event. The specified value must be greater than twice the round-trip ADDP polling time to servers.
Local Timeout
is the heartbeat-polling interval (in milliseconds) on a client side.
Remote Timeout
is the heartbeat-polling interval (in milliseconds) on a server side. A valid value is any positive integer.
4.
From the
Trace Mode
drop-down list, select a trace level (
Trace On Both
Sites, Trace On Client Site,
or
Trace On Server Site
).
Trace specifies the level of the ADDP log.
5.
Click
OK
to close the server
Properties
dialog box.
6.
After specifying the
ADDP
option for the servers, click
OK
to close the
Properties
dialog box.
112 Multimedia 7.6
Chapter
2
Field Codes in Standard
Responses
z z
This chapter describes field codes used in standard responses and includes the following topics:
Overview
With field codes, you can compose standard responses that are automatically personalized when they are used. This feature is very similar to the Mail-
Merge feature in word-processing applications such as Microsoft Word.
Consider, for example, this standard response:
Dear <$Contact.FirstName$>,
…...
<$Agent.Signature$>
This response has two field codes. When an agent inserts this response into an e-mail, the first field code, <$Contact.FirstName$>, is replaced by the contact’s first name as it appears in Universal Contact Server. The second field code,
<$Agent.Signature$>,
is replaced by the agent’s signature as it appears in
Configuration Manager.
For example, if an agent named Danielle uses this standard response while replying to an e-mail from a contact named Sam, the result might look like this:
Dear Sam,
…
Thank you for choosing Acme Wickets.
Sincerely,
Danielle Rather
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Customer Support Specialist www.AcmeWickets.com
See the Multimedia 7.6 User’s Guide for information on how use fields codes in standard responses.
Reference
This section lists and describes field codes for standard responses.
Escape Codes and Sequences
Since the delimiters
<$
and
$>
have special meanings when they appear in field codes, you cannot include them “as is” in a standard response. If you want to write a standard response that includes either or both of these field code delimiters, you must insert a space between the two symbols that make up each delimiter. For example, here is a valid standard response:
These field codes are great! You begin them with < $ and end them with $ >.
Data Types
Number
You use numbers in field code formulas in much the same way you would in other applications, such as Microsoft Excel. All arithmetic calculations are performed internally using floating point arithmetic (with the decimal point).
Rounding occurs only during formatting.
When you write numbers in formulas, you can use scientific notation (for example, 12.34e-2 is the same as 0.1234
).
lists the operators that you can use with numbers. (Some rows show more than one symbol for the same operator. In these cases, the symbols are synonyms.)
Table 17: Operators
Operator
/
-
^
*
Description
Unary Minus
Exponentiation
Multiplication
Division
Example
-4
2^3
2*3
8/2
-4
8
6
4
Result
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Table 17: Operators (Continued)
<
LT
<=
LE
:
=
==
EQ
<>
!=
NE
>
GT
>=
GE
-
+
Operator
Mod
Description
Modulus (Remainder)
Addition
Subtraction
Greater Than
Greater Than or Equal To
Less Than
Less Than or Equal To
Equal To
Not Equal To
Format
Example
14 Mod 5
2 + 3
2 – 3
2 > 3
Result
4
5
-1
False
2 >= 2
2 < 3
2 <= 3
2 = 3
2 <> 3
2 :
“
#.##
”
True
True
True
False
True
2.00
String
Use the
String
data type to represent textual data. When you write a string in a formula, you must enclose it in double quotation marks. For example:
"The sixth sheik's sixth sheep's sick."
You can use the escape sequences shown in Table 18 to include special
characters in a string, such as tabs or carriage returns.
Table 18: Escape Sequences
Escape
\a
\b
\f
Translates to
Alert (Bell)
Backspace
Form Feed
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Table 18: Escape Sequences (Continued)
\r
\t
\v
\'
\"
\\
Escape
\n
Translates to
Line Feed (Newline)
Carriage Return
Horizontal Tab
Vertical Tab
Single Quotation Mark
Double Quotation Mark
Backslash
Reference
lists the operators that you can use with strings. All the comparison operators are case insensitive. (Some rows show more than one symbol for the same operator. In these cases, the symbols are synonyms.)
Table 19: Operators and Strings
<
LT
<=
LE
=
==
EQ
<>
!=
NE
Symbol
+
>
GT
>=
GE
Meaning
Concatenation
Greater Than
Greater Than or
Equal To
Less Than
Not Equal To
Example
"How" + "die"
"A" > "B"
"A" >= "B"
"A" < "B"
Less Than or Equal
To
"A" <= "a"
Equal To "A" = "a"
"A" NE "B"
Result
"Howdie"
False
False
True
True
True
True
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Date/Time
Date/Time
values in field-code formulas represent specific moments (for example, February 3, 2002, at 10:03:55 AM). The most common operations performed on
Date/Times
are comparisons (for example,
<, =,
and so on).
If you subtract two
Date/Time
values, the result is the number of days between them. See
for examples.
Table 20: Data/Time Example 1
Formula
Date(2002, 11, 23) – Date(2002, 11, 22)
Date(2002, 11, 22) – Date(2002, 11, 23)
Date(2002, 11, 23) – Date(2002, 11, 23, 12)
Result
1
-1
-0.5
If you add (or subtract) a number to (from) a
Date/Time,
the result is the
Date/Time
moved forward (or backward) by that many days. See Table 21 for
examples.
Table 21: Date/Time Example 2
Formula
Date(2003, 11, 23) + 1
Date(2003, 11, 23) – 0.5
Result
2003-11-24 00:00:00
2003-11-22 12:00:00
Boolean
Set Boolean values in field-code formulas to either
True
or
False.
You can use the
True
and
False
keywords to write a Boolean value explicitly, although this is rarely required. Comparison operators (for example,
<, =,
and so on) always yield Boolean results.
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=
==
EQ
<>
!=
NE
lists the operators that you can use with Booleans. (Some rows show more than one symbol for the same operator. In these cases, the symbols are synonyms.)
Table 22: Operators and Booleans
Symbol
!
Not
And
&&
Or
||
XOr
Meaning Example
Unary Not
Logical And
Not False
Not True
False And False
False And True
True And False
True And True
Logical Or False Or False
False Or True
True Or False
True Or True
Logical Exclusive Or False XOr False
False XOr True
True XOr False
True XOr True
Equal To True = False
Result
True
False
False
False
False
True
False
True
True
True
False
True
True
False
False
Not Equal To True <> False
True
Operator Precedence
lists all the operators that you can use in field-code formulas. Unary operators are shown with
[Unary]
after their symbols. The operators are listed in order of precedence, with operators of higher precedence above those of lower precedence. Operators in the same row have the same precedence. If two operators of the same precedence are used in a formula, then they are computed left to right if they are binary, and right to left if they are unary. You can write some operators using more than one symbol. In these cases, the alternatives are shown in parentheses.
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Table 23: Operator Precedence
Operator
+ [Unary], - [Unary]
^
*, /, Mod
+, -
< (LT), <= (LE), > (GT), >= (GE), = (==, EQ), <> (!=, NE)
Not (!) [Unary]
And (&&)
:
XOr
Or (||)
Named Constants
lists keywords that are equivalent to certain useful values. Many of these values can be represented in other ways, but the keywords are provided for convenience.
Table 24: Keyword Equivalents
Keyword
True
False
Pi
E iccCr iccLf iccCrLf iccBackslash
Null
"\r"
"\n"
"\r\n"
"\\"
None
None
None
3.14159265358979
2.71828182845904
Equivalent
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String Functions
Find
Description
Finds a substring within a string. Returns the
0
based character position of the found substring. Returns –
1
if the substring is not found.
Syntax
Find(SearchIn, SearchFor)
Table 25: Find String
Argument
SearchIn
SearchFor
Description
The string to search in
The string to search for
Remarks
Table 26: Examples of Find String
Example
<$Find("Hello, World!", "H")$>
<$Find("Hello, World!", "lo")$>
<$Find("Hello, World!", "Qbert")$>
Result
0
3
-1
Left
Description
Returns a string containing a specified number of characters from the left side of a specified string.
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Syntax
Left(String, Number)
Table 27: Left String
Argument
String
Number
Description
The string from which the leftmost characters are returned.
The number of characters to return. If
0,
an empty string (
""
) is returned. If greater than the length of String, then the entire string is returned.
Remarks
Table 28: Examples of Left String
Example
<$Left("Hello, World!", 5)$>
<$Left("Hello, World!", 0)$>
<$Left("Hello, World!", 25)$>
Result
"Hello"
""
"Hello, World!"
Length
Description
Returns the length of a string.
Syntax
Length(String)
Remarks
Table 29: Example of Length String
Example
<$Length("Hello")$>
Mid
Description
Returns a specified substring of a string.
Result
5
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Syntax
Mid(String, Start, Length)
Table 30: Mid String
Argument
String
Start
Length
Description
The string from which the substring is returned.
The
0
based character position at which the substring begins. If Start is greater than the length of String, then an empty string (
""
) is returned.
The number of characters to return. If Length is
0,
then an empty string (
""
) is returned. If Length is greater than the portion of String after Start, then all the characters after Start are returned.
Remarks
Table 31: Examples of Mid String
Example
<$Mid("Hello, World!", 2, 3)$>
<$Mid("Hello, World!", 25, 5)$>
<$Mid("Hello, World!", 7, 25)$>
Result
"llo"
""
"World!"
Replace
Description
Returns a string in which all instances of a specified substring have been replaced with another string.
Syntax
Replace(String, Find, ReplaceWith)
Table 32: Replace String
Argument
String
Find
ReplaceWith
Description
The string containing the substring to replace
The substring to search for
The replacement string
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Remarks
Table 33: Examples of Replace String
Example
<$Replace("Hello", "l", "*")$>
<$Mid("Hello", "j", "*")$>
<$Mid("Hello", "Hello", "")$>
Result
"He**o"
"Hello"
""
Reference
Right
Description
Returns a string containing a specified number of characters from the right side of a specified string.
Syntax
Right(String, Number)
Table 34: Right String
Argument
String
Number
Description
The string from which the rightmost characters are returned.
The number of characters to return. If
0,
an empty string (
""
) is returned. If greater than the length of String, then the entire string is returned.
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Remarks
Table 35: Examples of Right String
Example
<$Right("Hello, World!", 5)$>
<$Right("Hello, World!", 0)$>
<$Right("Hello, World!", 25)$>
Result
"orld!"
""
"Hello, World!"
ToLower
Description
Returns a string that has been converted to lowercase.
Syntax
ToLower(String)
Remarks
Table 36: Example of ToLower String
Example
<$ToLower("Hello, World!")$>
Result
"hello, world!"
ToUpper
Description
Returns a string that has been converted to uppercase.
Syntax
ToUpper(String)
Remarks
Table 37: Example of ToUpper String
Example
<$ToUpper("Hello, World!")$>
Result
"HELLO, WORLD!"
Reference
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Trim
Description
Returns a copy of a specified string without specified leading or trailing characters.
Syntax
Trim(String, [CharSet])
Table 38: Trim String
Argument
String
CharSet
Description
The string from which to trim
Optional. The characters to trim. If omitted, then white space (
" \t\r\n"
) is trimmed.
Remarks
Table 39: Examples of Trim String
Example
<$Trim(" Howdie ")$>
<$Trim("Howdie", "Howd")$>
<$Trim("Howdy", "y")$>
Result
"Howdie"
"ie"
"Howd"
TrimLeft
Description
The same as
Trim,
except it trims only leading characters.
Syntax
TrimLeft(String, [CharSet])
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TrimRight
Description
The same as
Trim,
except it trims only trailing characters.
Syntax
TrimRight(String, [CharSet])
Wrap
Description
Returns a string that has been word-wrapped to a specified line length.
Syntax
Trim(String, LineLength, [LinePrefix, [Eol]])
Table 40: Wrap String
Argument
String
LineLength
LinePrefix
Eol
Description
The string to wrap.
The maximum length, in characters, of any line, including
LinePrefix
(if specified), but not
Eol.
Optional. A string to prefix to each line. Often used to
“quote” e-mails being replied to. If omitted, lines are not prefixed.
Optional. A string to use as a line terminator. If omitted, lines are terminated with
"\r\n"
as usual.
Remarks
Example:
<$Wrap(
11,
">",
"*\r\n")$>
Result:
>Once upon*
>a midnight*
>dreary*
"Once upon a midnight dreary",
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Date/Time Functions
In release 7.1, the following functions were added back; they had previously been removed in release 7.
•
MonthName
•
MonthNameShort
•
WeekdayName
•
WeekdayNameShort
The functions in release 7.6 include the following:
Date
Description
Returns a
Date/Time
constructed from individual components or a string.
Syntax
Date(Year, Month, Day[, Hour[, Minute[, Second]]])
Or
Date(String[, String])
Table 41: Date String
Argument
First argument
Second argument
Description
The string to parse.
Optional. The locale that must be used to parse the first segment. Some examples include: en_US
for
English (United States), en_GB
for English (United
Kingdom), and fr_FR
for French (France). See
Table 4 on page 24 for a complete list.
Note:
Date(String[, String]) is not recommended. See the “Remarks” section.
Remarks
•
When using the first syntax function, the optional arguments each default to
0
if omitted. For example,
<$Date(1965, 11, 23)$>
is equivalent to
<$Date(1965, 11, 23, 0, 0, 0)$>.
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•
When using the second syntax function, the date is constructed by parsing the first string. If the optional argument is omitted, first the E-mail Server
Java fieldcode-format-locale
) in the email-processing section is used if present. Otherwise, the platform locale is used. For example:
<$Date("November 23, 1965 9:03 AM")$>
if the fieldcode-formatlocale
option or platform locale is set to en_US.
<$Date("23 novembre 1965 21:03:00", "fr_FR")$>
Note:
Avoid using this second syntax function, since it successively tries multiple
Date/Time
patterns in order to parse the first argument and so consumes a great deal of CPU time. Also, these patterns are not very lenient. For example,
<$Date("November 23, 1965, at 9:03 AM")$> will not parse due to the word at
. This method of constructing
Date/Time values is less exact than specifying the individual components directly, and may yield incorrect results if the day appears before the month.
Day
Description
Returns the numeric day component of a
Date/Time (1 to 31)
.
Syntax
Day(DateTime)
Hour12
Description
Returns the numeric hour component of a Date/Time based on a 12-hour clock
(1 to 12)
.
Syntax
Hour12(DateTime)
Hour24
Description
Returns the numeric hour component of a
Date/Time
based on a 24-hour clock
(0 to 23)
.
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Syntax
Hour24(DateTime)
IsAm
Description
Returns a Boolean indicating whether a specified Date/Time is AM (between midnight and noon).
True
indicates AM and
False
indicates PM.
Syntax
IsAm(DateTime)
IsPm
Description
Returns a Boolean indicating whether a specified
Date/Time
is PM (between noon and midnight). True indicates PM and False indicates AM.
Syntax
IsPm(DateTime)
Minute
Description
Returns the numeric minute component of a
Date/Time (0–59)
.
Syntax
Minute(DateTime)
Month
Description
Returns the numeric month component of a
Date/Time (1–12)
.
Syntax
Month(DateTime)
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MonthName
Description
Converts a month number or a Date/Time to a month name.
Syntax
MonthName(Arg[, String])
Table 42: MonthName String
Argument
First argument
Second argument
Description
If it is a numeric value (
1
to
12
), it is converted to the appropriate month name. If it is a Date/Time, the month number is extracted and converted.
Optional. The locale that must be used to format the first argument. Some examples include: en_US
for
English (United States), en_GB
for English (United
Kingdom), and fr_FR
for French (France). See
Table 4 on page 24 for a complete list.
Remarks
If the optional argument is omitted, first the E-mail Server Java fieldcodeformat-locale
) in the email-processing section is used if present. Otherwise, the platform locale is used.
MonthNameShort
Description
The same as the MonthName, but this returns an abbreviated version of the month name instead.
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Syntax
MonthNameShort(Arg[, String])
Table 43: MonthNameShort String
Argument
First argument
Second argument
Description
If it is a numeric value (
1
to
12
), it is converted to the appropriate abbreviated name. If it is a Date/Time, the month number is extracted and converted.
Optional. The locale that must be used to format the first argument. Some examples include: en_US
for
English (United States), en_GB for English (United
Kingdom), and fr_FR
for French (France). See
Table 4 on page 24 for a complete list.
Remarks
If the optional argument is omitted, first the E-mail Server Java fieldcodeformat-locale
) in the email-processing
section is used if present. Otherwise, the platform locale is used.
Second
Description
Returns the numeric second component of a
Date/Time (0–59)
.
Syntax
Second (DateTime)
Time
Description
Returns a
Date/Time
constructed from individual time components.
Syntax
Time ([Hour, [Minute, [Second]]])
Remarks
The date components of the result (year, month, and day) are set to the current system date. The optional arguments default to
0
if omitted. If all the optional arguments are omitted, then the time is set to the current system time.
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Note: The examples in
assume that the current system date is
November 23, 2003, @ 09:03:10.
Table 44: Examples of Time String
Example
<$Time()$>
<$Time(15)$>
<$Time(15, 23, 10)$>
Result
2003-11-23 09:03:10
2003-11-23 15:00:00
2003-11-23 15:23:10
TimeGMT()
Description
Returns a
Date/Time
set to the current system time and converted to GMT
(Greenwich mean time), also called Universal Time Coordinated, or UTC.
Syntax
TimeGMT()
ToTimeZoneDate
Returns a Date/Time constructed from a string and a time zone.
Syntax
ToTimeZoneDate(DateString, TimeZoneString)
Remarks
This date is constructed by parsing the
<
DateString
>
string and using the specified time zone
<
TimeZoneString
>
. Examples include the following:
•
<ToTimeZoneDate(Date(“November 23, 1965 9:03 AM”),
“America/Los_Angeles”)>
•
<ToTimeZoneDate(Date(“11/23/65 9:03:00”), “Europe/Paris”)>
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Weekday
Description
Returns the numeric weekday component of a
Date/Time
(
0
= Sunday to
6
=
Saturday).
Syntax
Weekday (DateTime)
Year
Description
Returns the numeric year component of a
Date/Time
with the century.
Syntax
Year (DateTime)
WeekdayName
Description
Converts a number of a Date/Time to a weekday name.
Syntax
WeekdayName(Arg[, String])
Table 45: WeekdayName String
Argument
First argument
Second argument
Description
If it is a numeric value (
0
to
6
), it is converted to the appropriate weekday name. If it is a Date/Time, the weekday number is extracted and converted.
Optional. The locale that must be used to format the first argument. Some examples include: en_US
for
English (United States), en_GB
for English (United
Kingdom), and
fr_FR
for French (France). See Table 4 on page 24 for a complete list.
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Remarks
If the optional argument is omitted, first the E-mail Server Java fieldcodeformat-locale
) in the email-processing
section is used if present. Otherwise, the platform locale is used.
WeekdayNameShort
Description
The same as WeekdayName but this returns an abbreviated weekday name instead.
Syntax
WeekdayNameShort(Arg[, String])
Table 46: WeekdayNameShort String
Argument
First argument
Second argument
Description
If it is a numeric value (
0
to
6
), it is converted to the appropriate abbreviated weekday name. If it is a
Date/Time, the weekday number is extracted and converted.
Optional. The locale that must be used to format the first argument. Some examples include: en_US
for
English (United States), en_GB
for English (United
Kingdom), and fr_FR
for French (France). See Table 4 on page 24 for a complete list.
Remarks
•
If the optional argument is omitted, first the E-mail Server Java fieldcodeformat-locale
) in the email-processing
section is used if present. Otherwise, the platform locale is used.
YearShort
Description
Returns the numeric year component of a
Date/Time
without the century
(
0
–
99
).
Syntax
YearShort (DateTime)
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Type Conversion
Bool
Description
Returns a Boolean converted from a number or a string.
Syntax
Bool(Arg, [Default])
Table 47: Bool String
Argument
Arg
Description
If a number, then converts
0
to
False
and nonzero to
True.
If a string, then converts
Off, No,
and
False
to
False,
and
On, Yes,
and
True
to
True.
If another string, then returns
Default.
If
Default
is omitted, then returns
False.
Remarks
Table 48: Examples of Bool String
Example
<$Bool(0)$>
<$Bool(25.23)$>
<$Bool("Yes")$>
<$Bool("off", True)$>
<$Bool("Asteroids")$>
<$Bool("Asteroids", True)$>
Result
False
True
True
False
False
True
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Num
Description
Returns a number converted from a string.
Syntax
Num (String[, String])
Table 49: Num String
Argument
First argument
Second argument
Description
The string to be converted. May be expressed in scientific notation. Returns
0
if the string is not recognizable as a number. Ignores nonnumeric characters following the number.
Optional. The locale that must be used to parse the first argument. Some examples include: en_US
for English (United States), en_GB
for
English (United Kingdom), and fr_FR
for
French (France). See Table 4 on page 24 for a
complete list.
Remarks
•
If the optional argument is omitted, first the E-mail Server Java fieldcodeformat-locale
) in the email-processing section is used if present. Otherwise, the platform locale is used.
•
For clarity, the results shown in Table 50 appear with three digits after the
decimal point and always in the en_US
format. Default number formatting shows no digits after the decimal point. Use the
Text
function (see
) or format operator (
%
) to override the default formatting.
Table 50: Examples of Num String
Example Result
10.000
<$Num("10")$>
<$Num("10.00")$>
10.000
(Assuming the locale is en_US.
)
<$Num("10,00", "fr_FR")$>
10.000
(Note the comma-decimal separator in the first argument.)
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Table 50: Examples of Num String (Continued)
Example
<$Num("12e-2")$>
<$Num("12.2e2Zork")$>
<$Num("12,2e2Zork",
"fr_FR")$>
<$Num("Zaxxon")$>
Result
0.120
1220.000
(Assuming the locale is en_US
.)
1220.000
(Note the comma-decimal separator in the first argument.)
0.000
Text
Description
Returns a string converted from an argument of any data type. Use the format operator (:) as shorthand for this function.
Syntax
Text (Arg[, Pattern[, String]]) or
Arg:Pattern
Table 51: Text String
Argument
Arg
Pattern
String
Description
The value to be converted
Optional. The picture string to use for formatting. If omitted, default formatting is used. The syntax of the
picture string depends on the data type (see “Number
Formatting (Arg is a Number)” ).
Optional. The locale that must be used to parse the first argument. Some examples include: en_US
for
English (United States), en_GB
for English (United
Kingdom), and fr_FR
for French (France). See
for a complete list.
If the optional argument is omitted, first the E-mail
Server Java
fieldcode-format-locale
option
(
) in the email-processing section is used, if present. Otherwise, the platform locale is used.
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Number Formatting (Arg is a Number)
If
Arg
is a number, then the regular expression syntax of the optional pattern string is as follows:
#*.?#*
Where:
#
–The pound sign (
#
) represents a digit. Any number of
# s, including
0 may appear before the decimal character. Specify the minimum number of digits that should appear to the left of the decimal. If the integer part of the formatted number contains fewer than the specified number of digits, the number is padded with leading zeros.
Any number of
# s, including
0,
may appear after the decimal character.
Specify the precision of the fractional part of the number. The number is rounded to the specified precision.
Only the decimal separator in the result is locale dependent (There is no grouping separator).
contains some examples.
Table 52: Examples of Number Formatting
"#."
".##"
".##"
".##"
".##"
Pattern
""
""
"#"
"##"
"##"
"#."
Arg Value
0
123.456
0
0
123.456
0
123.456
0
0.456
123.456
20000.456
Locale
en_US en_US en_US en_US en_US en_US en_US en_US en_US en_US en_US
Result
"0"
"123"
"0"
"00"
"123"
"0. "
"123. "
".00"
".46"
"123.46"
"20000.46"
(Note the decimal point separator in the result.)
138 Multimedia 7.6
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Table 52: Examples of Number Formatting (Continued)
Pattern
".##"
".##"
Arg Value
123.456
20000.456
Locale
fr_FR fr_FR
Result
"123,46"
(Note the comma-decimal separator in the result.)
"20000,46"
(Note the comma-decimal separator in the result.)
Duration Formatting (Arg is a Number)
If
Arg
is a number, then the regular expression syntax of the optional pattern string is as follows:
(<dur>).?#*
Where:
•
<dur>
represents a duration and can be any of the sequences in the
following list. (Upper- or lowercase letters are accepted.)
HH
HH:MM
HH:MM:SS
MM
MM:SS
SS
H
H:MM
H:MM:SS
M
M:SS
S
<dur> may be followed by a .## string, which specifies the precision of the last element of the duration. Any
C
or
%
suffixes are ignored. When you format a value as a duration, the value is always assumed to be expressed in days.
•
The pound sign (
#)
represents a digit. Any number of
# s, including
0,
may appear before the decimal character and specify the minimum number of digits that should appear to the left of the decimal. If the integer part of the formatted number contains fewer than the specified number of digits, the number is padded with leading zeroes.
Any number of
# s, including
0,
may appear after the decimal character and specify the precision of the fractional part of the number. The number is rounded to the specified precision.
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contains some examples.
Table 53: Examples of Duration Formatting
Pattern
"HH"
"HH.## "
"HH:MM"
"HH:MM.# "
"HH:MM:SS"
"MM"
"MM.## "
"MM:SS"
"SS"
Arg Value
10.5083
10.5083
10.5083
10.5083
10.5083
10.5083
10.5083
10.5083
10.5083
Locale
en_US en_US en_US en_US en_US en_US en_US en_US en_US
Result
"11"
"10.51"
"10:30"
"10:30.5"
"10:30:30"
"630"
"630.50"
"630:30"
"37830"
Currency Formatting (Arg is a Number)
If Arg is a number, then the regular expression syntax of the optional parameter string is as follows:
#*.?#*[Cc]
Where:
•
A
C
or a c
means format as currency. The grouping separator, the decimal separator, and the currency sign in the result are locale dependent.
contains some examples
Table 54: Examples of Currency Formatting
Pattern
"C"
"C"
"#.#C"
"#.#C"
"C"
"C"
"#.#C"
Arg Value
12.34
-12.34
12.34
-12.34
12.34
-12.34
12.34
Locale
en_US en_US en_US en_US en_GB en_GB en_GB
Result
"$12.34"
"($12.34)"
"$12.3"
"($12.3)"
"£
12.34
"
"-£
12.34
"
"£
12.3
"
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Table 54: Examples of Currency Formatting (Continued)
Pattern
"#.#C"
".##C"
Arg Value
-12.34
20000.456
Locale
en_GB en_US
".##C" 20000.456
fr_FR
Result
"-£
12.3
"
"$20,000.46"
(Note the comma grouping separator and point decimal separator in the result.)
"
20 000,46
€"
(Note the decimal comma separator in the result.)
Percentage Formatting (Arg is a Number)
If
Arg
is a number, then the regular expression syntax of the optional pattern string is as follows:
#*.?#*%
Where:
•
The percent sign ( % ) means multiply by 100 and append the localedependent sign for percent values
.
If the
%
appears by itself, the formatter rounds to the nearest integral value and omits a decimal point (equivalent to the format
#%
).
The grouping separator, the decimal separator, and the percent sign in the result are locale dependent.
contains some examples.
Table 55: Examples of Percentage Formatting
Pattern
"%"
"%"
"#.##%"
"#.##%"
Arg Value
0
0.123456
0.123456
0.123456
Locale
en_US en_US en_US fr_FR
Result
"0%"
"12%"
"12.35%"
"12,35%"
(Note the comma-decimal separator in the result.)
Date/Time Formatting
Use elements from
to construct a
Date/Time
pattern string. The letters must be in uppercase or lowercase, as shown in the table (for example,
MM
not mm
). Characters that are not picture elements, or that are enclosed in single
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Table 56: Date/Time Pattern Letters
Element
d dd ddd dddd
M
MM
MMM
MMMM y yy yyyy h hh
H
HH m mm s
Meaning
Day of month as digits, with no leading zero for singledigit days
Day of month as digits, with leading zero for single-digit days
Day of week as a three-letter abbreviation
Day of week as its full name
Month as digits, with no leading zero for single-digit months
Month as digits, with leading zero for single-digit months
Month as a three-letter abbreviation
Month as its full name
Year as last two digits, but with no leading zero for years less than 10
Year as last two digits, but with leading zero for years less than 10
Year represented by full four digits
Hours, with no leading zero for single-digit hours; 12hour clock
Hours, with leading zero for single-digit hours; 12-hour clock
Hours, with no leading zero for single-digit hours; 24hour clock
Hours, with leading zero for single-digit hours; 24-hour clock
Minutes, with no leading zero for single-digit minutes
Minutes, with leading zero for single-digit minutes
Seconds, with no leading zero for single-digit seconds
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Table 56: Date/Time Pattern Letters (Continued)
Element
ss tt
Meaning
Seconds, with leading zero for single-digit seconds
Time-marker string, such as AM or PM
The examples in
assume that the date being formatted is August 6,
2003, @ 15:05:10:
Table 57: Examples of Date/Time Formatting
Pattern Locale Result
"MMMM d, yyyy @ hh:mm:ss tt" en_US
"August 6, 2003 @ 03:05:10 PM"
"MMMM dd, yyyy @ HH:mm:ss" en_US
"August 06, 2003 @ 15:05:10"
"dd MMMM yyyy HH:mm:ss" fr_FR
"06 aout 2003 15:05:10"
"MMM d, yy @ h:mm:ss tt" en_US
"Aug 6, 03 @ 3:05:10 PM"
"M/dd/yy" en_US
"8/06/03"
Boolean Formatting
A Boolean picture string is simply two words separated by a comma. The first word is used if the Boolean value is
True,
and the second is used otherwise.
shows some examples:
Table 58: Examples of Boolean Formatting
Field Code
<$Text(True, "Yup,Nope")$>
<$Text(False, "Si,No")$>
<$Text(False, "walnut,peach")$>
Result
"Yup"
"No"
"peach"
String Formatting
Picture strings do not apply to string values. Strings are always output unchanged. If you want to output a piece of a string, or change the case, then you can use one of the string-manipulation functions previously described.
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Mathematical Functions
In release 7.x, the following functions were retired:
•
Acos
•
Asin
•
Atan
•
Cos
•
Exp
•
Ln
•
Log
•
Sin
•
Sqrt
•
Tan
The functions that remain in release 7.x include the following:
Abs
Description
Returns the absolute value of a number.
Syntax
Abs (Number)
Remarks
The absolute value of a number is the number without regard to its sign.
Ceil
Description
Returns the ceiling of a number.
Syntax
Ceil (Number)
Remarks
The ceiling of a number is the smallest integer that is greater than or equal to that number.
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Floor
Description
Returns the floor of a number.
Syntax
Floor (Number)
Remarks
The floor of a number is the largest integer that is less than or equal to that number.
Miscellaneous Functions
In release 7, the following functions were retired:
•
Decrypt
•
Encrypt
•
Esc
•
EscRegExp
•
GetPrivateProfileInt
•
GetPrivateProfileString
•
Hash
•
IIf - ( the synonym for
If
)
•
MD5
The functions that remain in releases 7.x include the following:
If
Description
Returns either the second or the third argument, depending on the value of the first (Boolean) argument.
Syntax
If (Boolean, TrueResult, FalseResult)
IsBoolean
Description
Returns
True
if the data type of the argument is Boolean ; otherwise, it returns
False.
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Syntax
IsBoolean (Arg)
IsDateTime
Description
Returns True if the data type of the argument is Date/Time, and False otherwise.
Syntax
IsDateTime (Arg)
IsNumber
Description
Returns
True
if the data type of the argument is number,
and
False
otherwise.
Syntax
IsNumber (Arg)
IsString
Description
Returns
True
if the data type of the argument is string,
and
False
otherwise.
Syntax
IsString (Arg)
Type
Description
Returns the type name ( String, Boolean, and so on) of its argument.
Syntax
Type (Arg)
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Objects
The following objects can be accessed through Field Codes:
•
Agent
(see
)
•
Contact
(see
)
•
Interaction
Changes in Field Code Objects
In release 7, the following object changes were made:
•
The PersistID object was removed. PersistID is not used as the root of all objects, as it was in ICS 6.x releases.
•
The
AttachedData
object was removed.
•
The
ToAddress
and
FromAddress
properties from the original
EmailOut object were incorporated into the new Interaction object.
•
AttachedData
and
TimeZone
properties were added to the new
Interaction object.
•
The old
EmailOut
object and its remaining properties (
IsDone, DateSent,
MessageId, Message,
and
Notepad
) were removed.
Agent Object
The
Agent
object is associated with the
Interaction
object. For an automated reply, this object is the agent whose login name equals the E-mail Server Java autobot-agent-login
option (see
email-processing
section.
FirstName
Description
Returns this agent’s first name.
Syntax
Agent.FirstName
LastName
Description
Returns this agent’s last name.
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Syntax
Agent.LastName
FullName
Description
Returns this agent’s full name (first and last).
Syntax
Agent.FullName
Signature
Description
Returns this agent’s signature.
Syntax
Agent.Signature
Contact Object
The
Contact
object is associated with the current
EmailIn
interaction. The properties include:
Id
Description
Returns this contact’s ID.
Syntax
Contact.Id
FirstName
Description
Returns this contact’s first name.
Syntax
Contact.FirstName
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LastName
Description
Returns this contact’s last name.
Syntax
Contact.LastName
FullName
Description
Returns this contact’s full name (first and last).
Syntax
Contact.FullName
Title
Description
This contact’s title (for example, Mr., Ms., and so on).
Syntax
Contact.Title
PrimaryEmailAddress
Description
Returns this contact’s primary e-mail address.
Syntax
Contact.PrimaryEmailAddress
PrimaryPhoneNumber
Description
Returns this contact’s primary phone number.
Reference
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Syntax
Contact.PrimaryPhoneNumber
Interaction Object
The
Interaction object is the currently processed interaction that is built from a standard response and includes Field Codes.
For
Acknowledgement, Redirect, Autoresponse, Chat Transcript, Forward, and Reply From External Resource strategy objects, this Interaction object handles
EmailIn.
For the
Send
object, which only supports Field Codes for this
Subject, this Interaction object handles
EmailOut.
This distinction affects the the
FromAddress
and
ToAddresses
properties.
The properties for this object include:
Id
Description
Returns the Interaction’s ID.
Syntax
Interaction.Id
DateCreated
Description
Returns the
Date/Time
at which this
Interaction
was created in the system.
Syntax
Interaction.DateCreated
Subject
Description
Returns the
Subject
of this
Interaction.
Syntax
Interaction.Subject
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ToAddress
Description
Returns the recipient (
To
field) of this
Interaction.
Syntax
Interaction.ToAddresses
Note:
For the
Send
strategy object, this syntax translates into the current
EmailOut.ToAddresses.
For the Acknowledgement, Redirect,
Autoresponse, Chat Transcript, Forward,
and
Reply From External
Resource
strategy objects, this translates into the current
EmailIn.ToAddresses.
FromAddress
Description
Returns the originator (
From
field) of this Interaction.
Syntax
Interaction.FromAddress
Note:
For the
Send
strategy object, this syntax translates into the current
EmailOut.FromAddress.
For the Acknowledgement, Redirect,
Autoresponse, Chat Transcript, Forward,
and
Reply From External
Resource
strategy objects, this translates into the current
EmailIn.FromAddress.
AttachedData
Description
Returns the attached data (
Interaction Attribute
) value associated with a specified key. The value can be either a string or a number.
Syntax
Interaction.AttachedData (“Key”)
Example
Interaction.AttachedData
(“ParentId”)
Interaction.AttachedData (“Language”)
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TimeZone
Description
Returns the time zone of the parent interaction (
Interaction
in general). The value is a string formatted as
“GMT”, “GMT+”hh.mm,
or
“GMT-”hh.mm.
Syntax
Interaction.TimeZone.
Examples
GMT+01.00
indicates a Paris time zone.
GMT-04.00
indicates a Canada east coast (Maritimes) time zone.
GMT-05.00
indicates an eastern U.S./Canada time zone.
152 Multimedia 7.6
Appendix
Retired Components and
Options
z z z z z
This appendix lists the components and options that were retired between
Internet Contact Solution 6.5.x and Multimedia 7.2. It includes the following sections:
Retired Between Multimedia 7.5 and Multimedia 7.6, page 153
Retired Between Multimedia 7.2 and Multimedia 7.5, page 153
Retired Between Multi-Channel Routing 7.1 and Multimedia 7.2, page 154
Retired Between Multi-Channel Routing 7.0 and 7.1, page 154
Retired Between ICS 6.5.x and Multi-Channel Routing 7.0, page 155
Retired Between Multimedia 7.5 and
Multimedia 7.6
No options or sections were retired since the 7.5 release of Multimedia.
Retired Between Multimedia 7.2 and
Multimedia 7.5
The following sections or options were retired since the 7.2 release of
Multimedia: Co-Browsing Server’s
DebugMode option.
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Appendix: Retired Components and Options Retired Between Multi-Channel Routing 7.1 and Multimedia 7.2
Retired Between Multi-Channel Routing
7.1 and Multimedia 7.2
The following sections or options were retired since the 7.1 release of
Multi-Channel Routing:
•
Chat Server’s queues
section—This functionality has been incorporated into the new endpoints:<tenant_dbid>
section. However, Chat Server preserves backward compatibility, so it can still function in a pre-7.2 configuration environment with a queues
section.
•
Co-Browsing Server’s
LogName, page, DbDriver, DbType, DbUserName,
and
DbUserPassword
options—Although Co-Browsing Server has been restored to the Multimedia Solution, these Co-Browsing Server 6.5.x options are no longer used.
•
E-mail Server Java’s default-outbound-queue
option—You must now define the outbound queue for e-mail interactions in your strategy block; otherwise, E-mail Server Java will report an error.
•
Web API Server’s restricted-traverse
option.
Retired Between Multi-Channel Routing
7.0 and 7.1
The following sections or options were retired since the 7.0 release of
Multi-Channel Routing.
Universal Contact Server
The following Universal Contact Server sections were retired in Multi-Channel
Routing 7.1.
ArchiveDBPruning section
This section has been removed.
MainDBPruning section
This section has been removed.
154 Multimedia 7.6
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Web Compound Samples
The following Web Compound Samples option was retired in Multi-Channel
Routing 7.1.
email-request-to-address
Specified the e-mail address to which Web-Form e-mail requests were submitted.
Retired Between ICS 6.5.x and
Multi-Channel Routing 7.0
The following components and options were retired between Internet Contact
Solution 6.5.x and Multi-Channel Routing 7.0.
Retired Components
The following components were retired in this release. In some cases the functionality for these components and/or their options were incorporated into other components.
•
NetMeeting Agent—This functionality is part of Genesys IPCC (Internet
Protocol Contact Center) 7.x.
•
Transport Server—The chat functionality of Transport Server was incorporated into Web API Server.
•
MS-Tserver—MS-Tserver was replaced with Interaction Server in release
7. The following options were retired: AcceptedMessageTimeout,
AdditionalDnLogin, CallAnswerTimeout, ChatVRP, EmailVRP, managementport, MaxQueuedMessages, mlserver-port,
and
NotifyAgentLogout.
•
Content Analyzer—The screening functionality of Content Analyzer is available through Knowledge Management.
•
Genesys iKnow—The functionality of Genesys iKnow was replaced with the Genesys Content Analyzer option.
•
Web Starter Application—This server is no longer required in this release.
Media functionality is handled by Web Compound Samples.
•
Co-Browsing Server—This server was not included in releases 7.0 and 7.1.
Universal Contact Server Options
The following Universal Contact Server options were retired in Multi-Channel
Routing 7.0.
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Note:
The
Class
options on the
Annex
tab in previous releases were removed for release 7.
AllowNulls
In both the Datasource Server section and the Datasource Agent section, lowlevel database objects used this option.
CommandTimeout
In the
Datasource Administrator
section, the
Datasource Agent
section, and the
Datasource Archive
section, low-level database objects used this option.
Connection
Set the connection parameters for connecting to the Universal Contact Server
Database.
Description
Used only in the Previewer in the History Sheet.
DisplayInHistory
In the
Datasource Archive
section, low-level database objects used these parameters.
Dr.
Specified that a contact is a doctor. This title was in the list of titles in the
Title
Keyword
section used for the contact sheet’s title list.
[email protected]
Each key in this section defined an e-mail address that routed to the contact center. These were also used to form the list of addresses from which agents sent messages.
ExampleCategory
The text values used to categorize interactions. These parameters were in the format
<category>=<description>.
ExampleSrlCategory
The text values used to categorize all interaction types. These parameters were in the format
<category>=<description>.
HistoryDisplayName
The string to display in the History Tree view.
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HistoryIconFilename
The file name of the icon used for displaying the interaction collection in the
History Tree control. If none was specified, a default was used.
InteractionSummaryIteratorProgID
The
ProgID
of the object used to fill the
History Tree
view.
Miss
Female title of address. This title was in the list of titles in the
Title Keyword section used for the contact sheet’s title list.
Mr.
Male title of address. This title was in the list of titles in the
Title Keyword section used for the contact sheet’s title list.
Mrs.
Female title of address. This title was in the list of titles in the
Title Keyword section used for the contact sheet’s title list.
Ms.
Female title of address. This title was in the list of titles in the
Title Keyword section used for the contact sheet’s title list.
Provider
The name of the Universal Contact Server Database’s provider.
TrimSpaces
Low-level database objects uses these parameters.
Web API Server Options
The following Web API Server option was retired in Multi-Channel Routing
7.0.
LBAppType
An optional configuration option used only when working in a Genesys
Framework 6.1 environment.
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Chat Server Options
The following Chat Server options were retired in Multi-Channel Routing 7.0.
Note:
The
Routing Points
section was retired. You should now configure all key-value pairs specifying queues in the queues
.
ChatRecOnChannelCreate
Determined the Compatibility mode with Internet Contact Center (ICC) 6.1
Agent Desktop.
In releases 7.x, this option is no longer required, because chat records are always created when a chat session is initiated.
RouteInfoDefault
Name of the default key to search in the
Routing Points
section.
In release 7.0, this option is no longer required, because the value for the default option in the queues
section handles this functionality.
RouteInfoKey
Name of user-data keyword from the client with a chat request.
In release 7.x, this option is no longer required, because a new attribute queueKey
was added to the chat protocol request,
Join.
E-mail Server Java Options
The following E-mail Server Java options were retired in Multi-Channel
Routing 7.1. Due to the large number, for your convenience, they are arranged according to the section in which they were located.
E-Mail Processing Section
AnalyzeOnlyPureTextPart
Determined how content analysis applied to nonattachment parts of incoming e-mail messages.
AnalyzerTimeout
Set the timeout for Classification Server to process an e-mail. If Classification
Server did not complete processing of the e-mail by the end of this timeout,
E-mail Server Java converted the e-mail’s extension to .msg
and resubmitted it to Classification Server on the next cycle.
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AppendAgentName
If set to true,
this added the agent’s full name to the
From Address
text box of outgoing e-mail.
Note:
In release 7.x, the Genesys Agent Desktop provides this option.
ArchiveCleanupEnabled
If true,
this activated a periodic cleanup of archive directories.
See also:
•
for setting the maximum age of files.
•
for setting the maximum number of files.
•
“ArchiveCleanupPeriod” for setting the period.
ArchiveCleanupMaxAge
If the option ArchiveCleanupEnabled was set to true, ArchiveCleanupMaxAge set the maximum age of the files to leave in the archive directory. The maximum age could be set for days, hours, minutes, and seconds ( dd:hh:mm:ss
). For example, set to one day:
01:00:00:00.
You could also extend the setting to include months and years: yy:mm:dd:hh:mm:ss.
See also:
•
to enable archive cleanup.
•
for setting the maximum number of files.
•
“ArchiveCleanupPeriod” for setting the period.
ArchiveCleanupMaxFiles
If the option
ArchiveCleanupEnabled
was set to true, ArchiveCleanupMaxFiles set the maximum number of files to leave in the archive directory.
See also:
•
to enable archive cleanup.
•
for setting the maximum age of files.
•
“ArchiveCleanupPeriod” for setting the period.
ArchiveCleanupPeriod
If the option
ArchiveCleanupEnabled
was set to true,
this activated a periodic cleanup of archive directories. The period could be set for days, hours, minutes, and seconds ( dd:hh:mm:ss
). For example, every two hours:
00:02:00:00.
See also:
•
to enable archive cleanup.
•
for setting the maximum age of files.
•
for setting the maximum number of files.
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Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
DefaultEmailQualityConfidencePercentage
Specified the skill level to be applied to all agents. Used to determine whether a message was reviewed. The higher the level, the fewer messages were reviewed. For example,
100
meant
0
percent of messages were reviewed;
30 meant
70
percent of messages were reviewed.
DefaultVRP
Specified the default VRP (Virtual Routing Point) used when a new message did not match a routing rule or when a reply message has no
RouteReplyTo information. The value was set during E-mail Server Java setup.
DeleteOutboundAttachmentsOnSend
Determined whether
EmailOut
attachments were deleted from the database after the
EmailOut
was sent.
EventManagerDBPath
Specified the directory containing the
EventManagerEvtDefinitionFile
file.
EventManagerEvtDefinitionFile
Specified the name of the file that mapped
Events
to
EventHandlers
.
ExternalAgentInstructionFile
A text file inserted into messages routed or transferred to external agents. The value was set during E-mail Server Java setup.
ExternalAgentResponseDisposition
Determined how a response from an external agent was treated. An EmailOut was created, and then one of the following occurred:
•
0
= sent response directly to contact (default).
•
1 = submitted response for QAReview
.
•
2 = saved response as a draft for forwarding agent.
InboundArchive
The directory where inbound message files were archived by the Automated
Workflow Engine (AWE)
Inbound
process. The value was set during E-mail
Server Java setup.
InboundBad
The directory where inbound messages that could not be processed were stored. The value was set during E-mail Server Java setup.
InboundEventManagerPoolSize
Set the thread pool size for processing inbound messages.
160 Multimedia 7.6
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
InboundFileExtension
The file extension E-mail Server Java used when writing files for incoming messages retrieved by the POP client. This option controlled what the AWE
Inbound
process looked for.
InboundSource
The directory where new inbound message files could be found, and where the
AWE
Inbound
process looked for message files. The value was set during
E-mail Server Java setup.
LoopbackAddress
E-mail Server Java used this e-mail address for the automatic loopback test. If this address was empty, the default loopback e-mail address was taken from the
Universal Contact Server’s
Incoming Addresses
section (in the Universal
Contact Server’s Application object, on the
Options
tab). You could specify another e-mail address to override the default value. In such cases, this loopback e-mail address had to be declared as a POP Client.
LoopbackPeriod
The interval (in minutes and seconds) that E-mail Server Java used for sending loopback e-mail messages.
LoopbackPeriodOnFailure
The interval (in minutes and seconds) that E-mail Server Java used for sending loopback e-mail messages when the previous loopback message was not returned.
MaximumInboundMessagesPerCycle
Specified the maximum number of messages to process in each AWE
Inbound cycle.
MaximumOutboundMessagesPerCycle
Specified the maximum number of messages to process in each AWE
Outbound cycle.
Outbound
The directory for message files that needed to be sent to customers, and where the AWE’s Outbound process wrote message files. The value was set during
E-mail Server Java setup.
OutboundEventManagerPoolSize
Set the thread-pool size for processing outbound messages.
QAReviewSkillName
Skill used to determine an agent’s
QAReview
percentage.
Reference Manual 161
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
QAReviewVRP
Specified the VRP where messages for
QAReview
were routed. The value was set during E-mail Server Java setup.
ResubmitterStartDate
Value set by E-mail Server Java installer.
ReturnedVRP
Specified the VRP where returned messages were routed. The value was set during E-mail Server Java setup.
RoutingRuleCacheSize
Optional parameter; that had to be added manually. Specified the number of routing rules stored in the internal cache.
SaveAutoResponseTextInDb
If true,
the text in the body of the autobot message sent was saved in the database. If false,
the description of the standard response message used was saved in the body of the autobot message sent. Autobots are used in both
Universal Routing Server (URS) and Content Analysis.
SavePersonalsOfEmailAddresses
Controlled whether E-mail Server Java saved the personal part of the address of an incoming message. (The personal part is the part in quotation marks in addresses such as
"Jones, Leslie" <[email protected]>
). With a value of false,
E-mail Server Java stripped out the personal part of an incoming email's address when saving it in the Universal Contact Server Database. With a value of true,
E-mail Server Java included the personal part. Special characters in the personal part of the address might have caused problems when Agent Desktop used this address in its
Reply All
function. A setting of false
avoided such problems.
ThreadBySubject
A value of true
indicated messages would be threaded by Subject if not by
In-
Reply-To or References.
A value of false indicated the
SubjectThreadingSubstrings
setting was used to search the
Subject
text box of the message. If a substring was found in the Subject, an attempt was made to thread the message by subject.
SMTP Client Section
ArchiveDir
The directory where sent outbound messages were stored. If no value was set for this option, archiving was disabled.
162 Multimedia 7.6
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
BadDir
The directory where outbound messages that could not be processed were stored. The location was set during E-mail Server Java setup.
E-Mail Events Section
InboundEventClassID
An inbound event class ID.
InboundEventEnabled
Enabled or disabled the inbound event.
InboundEventInterval
Determined the interval (in minutes and seconds) at which E-mail Server Java fired the inbound event.
OutboundEventClassID
An outbound event class ID.
OutboundEventEnabled
Enabled or disabled the outbound event.
OutboundEventInterval
Determined the interval (in minutes and seconds) at which E-mail Server Java fired the outbound event.
Log Section
JdbcDebug
Used to enable or disable JDBC logging to the server’s standard
output (for example, to the console). This option was not required.
log4j.appender.ConsoleLogger.Target
A logging option; it was not required.
log4j.appender.ConsoleLogger.layout.ConversionPattern
A logging option; it was not required.
log4j.appender.ConsoleLogger.layout
A logging option; it was not required.
log4j.appender.ConsoleLogger
A logging option; it was not required.
Reference Manual 163
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
log4j.appender.FileLogger.DatePattern
A logging option; it was not required.
log4j.appender.FileLogger.File
A logging option; it was not required.
log4j.appender.FileLogger.layout.ConversionPattern
A logging option; it was not required.
log4j.appender.FileLogger.layout
A logging option; it was not required.
log4j.appender.FileLogger
A logging option; it was not required.
log4j.appender.GenesysLogger.ApplicationName
A logging option; it was not required.
log4j.appender.GenesysLogger.ApplicationType
A logging option; it was not required.
log4j.appender.GenesysLogger.ConfigServerHostnam
A logging option; it was not required.
log4j.appender.GenesysLogger.ConfigServerPort
A logging option; it was not required.
log4j.appender.GenesysLogger.KeyFileName
A logging option; it was not required.
log4j.appender.GenesysLogger.LmsFileName
A logging option; it was not required.
log4j.appender.GenesysLogger.MsgFileName
A logging option; it was not required.
log4j.appender.GenesysLogger.layout.ConversionPattern
A logging option; it was not required.
log4j.appender.GenesysLogger.layout
A logging option; it was not required.
log4j.appender.GenesysLogger
A logging option; it was not required.
164 Multimedia 7.6
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
log4j.categoryFactory
A logging option; it was not required.
log4j.debug
A logging option; it was not required.
log4j.factory.MsgFileName
A logging option; it was not required.
log4j.rootCategory
A logging option; it was not required.
log4j.category.database.connection
A logging option; it was not required.
log4j.category.database.sql
A logging option; it was not required.
log4j.category.database
A logging option; it was not required.
log4j.category.mailgate.evthandler.inbound.data
A logging option; it was not required.
log4j.category.mailgate.evthandler.inbound.flow
A logging option; it was not required.
log4j.category.mailgate.evthandler.inbound
A logging option; it was not required.
log4j.category.mailgate.evthandler.outbound.data
A logging option; it was not required.
log4j.category.mailgate.evthandler.outbound.flow
A logging option; it was not required.
log4j.category.mailgate.evthandler.outbound
A logging option; it was not required.
log4j.category.mailgate.server
A logging option; it was not required.
ParamsReloadPollingPeriod
Specified the polling period (in hours, minutes, and seconds) for reloading parameters.
Reference Manual 165
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
Note:
In release 7, this value has been hard-coded into the server.
POP Client Section
LoginProtocol
You could add additional (optional) POP clients for E-mail Server Java to poll.
Each POP client had to have a separate section named
POP Client<x>
, where
< x
> was any unique character string.
PasswordEncrypted
If true,
the password parameter was encrypted.
IWE Processing Section
AttachedDataPrefix
If the
WebFormAsEmail
option was true,
the prefix was added to attached-data keys in attached data associated with incoming e-mail.
See also “WebFormAsEmail” on page 166 .
AutobotEnabled
If true, integrated Autobot processing was enabled. If false, or if this option was missing altogether,
Autobot
processing was disabled.
CustomDataPrefix
If the
WebFormAsEmail
option was true,
the prefix was added to attached-data keys in attached data associated with incoming e-mail.
DefaultEmailRequestVRP
The default VRP to submit EmailRequests to if not specified in the form data submitted to the handlers. The value was set during E-mail Server Java setup.
EventManagerPoolSize
Set the size of the thread pool for Web-Forms processing by
EventManager.
WebFormAsEmail
Determined whether Web-Forms were converted to e-mails before being sent to Framework for routing. If set to true,
Web-Forms were converted into incoming e-mails.
166 Multimedia 7.6
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
POP Client, SMTP Client, and
IWE Processing Sections
MessageDir
In the
POP Client
section, the directory where messages from this POP box were saved. This setting had to match the
InboundSource
) in the
E-Mail Processing
section.
In the
SMTP
section, the directory for message files that needed to be sent to customers. This setting had to match the
Outbound
option (see
E-Mail Processing section.
In the
IWE Processing
section, the directory for Web-Forms converted into message files that needed to be sent to customers.
The value was set during E-mail Server Java setup.
Classification Server Options
The following Classification Server options were retired in Multi-Channel
Routing 7.0.
AppType
An optional configuration option that told Internet Contact Solution about
Classification Server. This option was used only in a Genesys Framework 6.1 or 6.5 environment that did not have the
Classification Server
application type.
LogLevel
Set the logging level for Genesys iKnow.
This set the log level for third-party components. These are not included in release 7.x.
LogPath
Set the path to the Genesys iKnow log-file directory.
This set the log path for third-party components. These are not included in release 7.x.
Training Server Options
The following Training Server options were retired in Multi-Channel Routing
7.0.
AppType
An optional configuration option that told Internet Contact Solution about
Training Server. This option was used only in a Genesys Framework 6.1 or 6.5 environment that did not have the Training Server application type.
Reference Manual 167
Appendix: Retired Components and Options Retired Between ICS 6.5.x and Multi-Channel Routing 7.0
DatabaseRefreshRate
The frequency with which the Universal Contact Server Database should have been refreshed.
In release 7.x, this option is not required because the server architecture was changed.
Enabled
Specified whether Genesys iKnow was enabled.
•
True
meant that Genesys iKnow was enabled.
•
False
meant that Genesys iKnow was not enabled.
In release 7.x, this option (in the Analyzer Training section) is not required because the
Content Analyzer
is an option of Knowledge Management.
168 Multimedia 7.6
Index
Symbols
#
. . . . . . . . . . . . . . . . . . . . . . . 139
< $, $ >
. . . . . . . . . . . . . . . . . . . . 114
\"
. . . . . . . . . . . . . . . . . . . . . . . 116
\\
. . . . . . . . . . . . . . . . . . . . . . . 116
\’
. . . . . . . . . . . . . . . . . . . . . . . 116
\a
. . . . . . . . . . . . . . . . . . . . . . . 115
\b
. . . . . . . . . . . . . . . . . . . . . . . 115
\f
. . . . . . . . . . . . . . . . . . . . . . . 115
\n
. . . . . . . . . . . . . . . . . . . . . . . 116
\r
. . . . . . . . . . . . . . . . . . . . . . . 116
\t
. . . . . . . . . . . . . . . . . . . . . . . 116
\v
. . . . . . . . . . . . . . . . . . . . . . . 116
A
AcceptedMessageTimeout option
action option
. . . . . . . . . . . . . . . . . 21
AdditionalDnLogin option
ADDP parameters
. . . . . . . . . . . . . . 109
address option chat-client section
. . . . . . . . . . . . . . 76
iwe-processing section
pop-client section
. . . . . . . . . . . . . . 77
Agent Interaction Layer (AIL) options disconnect detection protocol
Alert (Bell)
. . . . . . . . . . . . . . . . . . 115
alias option
. . . . . . . . . . . . . . . . . . 101
all option
. . . . . . . . . . . . . . . . . . . 17
allow-additional-column option
allow-bad-msg-size option
allow-duplicates-in-changes option
allow-duplicates-in-submit option
allow-missing-index option
AllowNulls option
. . . . . . . . . . . . . . . 156
AnalyzeOnlyPureTextPart option
AnalyzerTimeout option
ApendAgenName option
applets-code-base option
AppType option
. . . . . . . . . . . . . . . . 167
ArchiveCleanupEnabled option
ArchiveCleanupMaxAge option
ArchiveCleanupMaxFiles option
ArchiveCleanupPeriod option
ArchiveDir option
. . . . . . . . . . . . . . . 162
archiving-nb-records-per-task option
archiving-task-pool-size option
AttachedDataPrefix option
attachment-mngt option
audience defining
. . . . . . . . . . . . . . . . . . . 10
autobot
. . . . . . . . . . . . . . . . . . 98
autobot-agent-login-name option
AutobotEnabled option
Automated Workflow Engine (AWE)
auto-response
. . . . . . . . . . . . . . . . . 78
autowar-detect-period option
autowar-max-reply-count option
autowar-scan-all-threads-of-contact option
B
Backslash
. . . . . . . . . . . . . . . . . . 116
Backspace
. . . . . . . . . . . . . . . . . . 115
BadDir option
. . . . . . . . . . . . . . . . 163
batch-size option
. . . . . . . . . . . . . . . . 43
bcc-address option
. . . . . . . . . . . . . . . 79
buffering option
. . . . . . . . . . . . . . . . 17
C
CallAnswerTimeout option
Carriage Return
. . . . . . . . . . . . . . . 116
chapter summaries defining
. . . . . . . . . . . . . . . . . . . 10
Chat Server options default
. . . . . . . . . . . . . . . . . . . . 67
disconnect detection protocol
esp-default-nickname
esp-server-port
. . . . . . . . . . . . . . . 67
Reference Manual 169
Index flex-disconnect-timeout
hide-attached-data
max-waiting-requests
messagefile
. . . . . . . . . . . . . . . . . 70
message-log-print-size
transcript-auto-save
use-contact-server
. . . . . . . . . . . . . . 69
user-register-timeout
webapi-port
. . . . . . . . . . . . . . . . . 69
web-user-max-messages
xml-request-max-size
Chat Server retired options
ChatRecOnChannelCreate
queues (section)
. . . . . . . . . . . . . . 154
RouteInfoDefault
RouteInfoKey
. . . . . . . . . . . . . . . 158
chat-queue option
. . . . . . . . . . . . . . 64
ChatRecOnChannelCreate option
chat-stat-interval option
ChatVRP option
. . . . . . . . . . . . . . . 155
check-email-address option
CIM (Customer Interaction Management)
Platform
. . . . . . . . . . . . . . . . 8
Classification Server options disconnect detection protocol
hide-attached-data
license-file
. . . . . . . . . . . . . . . . . 103
log-level
. . . . . . . . . . . . . . . . . . 103
log-path
. . . . . . . . . . . . . . . . . . 103
messagefile
. . . . . . . . . . . . . . . . 104
model-check-interval
model-storage
. . . . . . . . . . . . . . . 104
subject-body-header
Classification Server retired options
AppType
. . . . . . . . . . . . . . . . . . 167
LogLevel
. . . . . . . . . . . . . . . . . . 167
LogPath
. . . . . . . . . . . . . . . . . . 167
cnx-check-idle-time option
cnx-max-idle-time option
cnx-pool-size option
cnx-to-ucs-wait-time option
Co-Browsing Server options
alias
. . . . . . . . . . . . . . . . . . . . 101
DebugMode
. . . . . . . . . . . . . . . . 101
disconnect detection protocol
MessageFile
. . . . . . . . . . . . . . . . 101
messagefile
. . . . . . . . . . . . . . . . 102
web-server-host
. . . . . . . . . . . . . . 102
Co-Browsing Server retired options
DbDriver
. . . . . . . . . . . . . . . . . . 154
DbUserName
. . . . . . . . . . . . . . . 154
DbUserPassword
LogName
. . . . . . . . . . . . . . . . . 154
page
. . . . . . . . . . . . . . . . . . . . 154
CommandTimeout option
commenting on this document
Concatenation
. . . . . . . . . . . . . . . . 116
configuration options for ICS by function alias (Co-Browsing Server)
DebugMode (Co-Browsing Server)
MessageFile (Co-Browsing Server)
by name alias
. . . . . . . . . . . . . . . . . . 101
DebugMode
. . . . . . . . . . . . . . 101
MessageFile
. . . . . . . . . . . . . . 101
Connection option
. . . . . . . . . . . . . . 156
connection-failed-retry option
connect-timeout option
constants, named
E
. . . . . . . . . . . . . . . . . . . . . 119
False
. . . . . . . . . . . . . . . . . . . 119
iccBackslash
. . . . . . . . . . . . . . . 119
iccCr
. . . . . . . . . . . . . . . . . . . 119
iccCrLf
. . . . . . . . . . . . . . . . . . 119
iccLf
. . . . . . . . . . . . . . . . . . . . 119
Null
. . . . . . . . . . . . . . . . . . . . 119
Pi
. . . . . . . . . . . . . . . . . . . . . 119
True
. . . . . . . . . . . . . . . . . . . . 119
contact-identification option
convert-idn-to-unicode option
CustomDataPrefix option
cycle-time option
. . . . . . . . . . . . . . . . 81
D
DatabaseRefreshRate option
day-of-month option
. . . . . . . . . . . . . . 23
day-of-week option
. . . . . . . . . . . . . . . 23
DbDriver option
. . . . . . . . . . . . . . . 154
db-schema-name option
DbUserName option
DbUserPassword option
Debug option
. . . . . . . . . . . . . . . . . 23
DebugMode option
default option
. . . . . . . . . . . . . . . 67
default-char-set option
default-code-page option
DefaultEmailQualityConfidencePercentage option
. . . . . . . . . . . . . . . . 160
DefaultEmailRequestVRP option
default-filter-type option
default-from-address option
default-inbound-queue option
default-max-submission-rate option
default-max-submitted-per-router option
default-max-submitted-per-strategy option
default-outbound-queue option
default-view-freeze-interval option
DefaultVRP option
. . . . . . . . . . . . . . 160
delay-updates option
170 Multimedia 7.6
Index delete-bad-formatted-msg option
delete-big-msg option
DeleteOutboundAttachmentsOnSend
option
. . . . . . . . . . . . . . . . 160
delivering-timeout option
Description option
. . . . . . . . . . . . . . 156
DisplayInHistory option
document conventions
. . . . . . . . . . . . . . . . . 10
errors, commenting on
version number
. . . . . . . . . . . . . . . 10
Double Quotation
. . . . . . . . . . . . . . . 116
Dr. option
. . . . . . . . . . . . . . . . . . . 156
E
E constants
. . . . . . . . . . . . . . . . . . 119
E-mail Server Java options address (chat-client)
address (iwe-processing)
address (pop-client)
allow-bad-msg-size
attachment-mngt
. . . . . . . . . . . . . . 77
autobot-agent-login-name
autowar-detect-period
autowar-max-reply-count
autowar-scan-all-threads-of-contact
bcc-address
. . . . . . . . . . . . . . . . . 79
check-email-address
cnx-check-idle-time
cnx-max-idle-time
. . . . . . . . . . . . . . 80
cnx-pool-size
. . . . . . . . . . . . . . . . 80
cnx-to-ucs-wait-time
connect-timeout
. . . . . . . . . . . . . . . 81
contact-identification
cycle-time
. . . . . . . . . . . . . . . . . . 81
default
. . . . . . . . . . . . . . . . . . . . 82
default-from-address
default-inbound-queue
delete-bad-formatted-msg
delete-big-msg
. . . . . . . . . . . . . . . . 83
disconnect detection protocol
enable-authentication
enable-autowar-detect
enable-big-msg-stripping
enable-client
. . . . . . . . . . . . . . . . . 84
enable-debug
. . . . . . . . . . . . . . . . 84
enable-extract-uuencoded-file
enable-inbound
. . . . . . . . . . . . . . . 85
enable-inbound-debug-log
enable-inbound-submitter
enable-message-id-check enable-message-idcheck option
. . . . . . . . . . . . . . . . 86
enable-outbound
. . . . . . . . . . . . . . 86
enable-outbound-debug-log
enable-same-mail-from-mailboxes
enable-web-form
. . . . . . . . . . . . . . 87
endpoint iwe-processing section
pop-client section
ext-resource-incoming-address
fieldcode-format-locale
hide-attached-data
inboound-class-name
inbound-keep-received-mime
inbound-msg-thread-pool-size
inbound-processor-high-watermark
inbound-processor-low-watermark
inbound-processor-period
inbound-processor-thread-pool-size
inbound-submitter-high-watermark
inbound-submitter-low-watermark
inbound-submitter-period
inbound-submitter-thread-pool-size
ixn-server-cnx-max-idle-time
leave-msg-on-server
mail.
. . . . . . . . . . . . . . . . . . . . . 92
mailbox
. . . . . . . . . . . . . . . . . . . 92
max-cnx-to-ucs
. . . . . . . . . . . . . . . 92
maximum-msg-number
maximum-msg-size
messagefile
. . . . . . . . . . . . . . . . 101
ndr-senders-list
. . . . . . . . . . . . . . . 93
outbound-class-name
outbound-keep-received-mime
outbound-msg-charset
outbound-msg-thread-pool-size
outbound-submitter-high-watermark
outbound-submitter-low-watermark
outbound-submitter-thread-pool-size
password
. . . . . . . . . . . . . . . . . . 95
port
. . . . . . . . . . . . . . . . . . . . . 95
protocol-timeout
. . . . . . . . . . . . . . . 96
quote-from
. . . . . . . . . . . . . . . . . 96
quote-prefix
. . . . . . . . . . . . . . . . . 96
quote-sent
. . . . . . . . . . . . . . . . . . 96
quote-separator
. . . . . . . . . . . . . . . 97
quote-subject
. . . . . . . . . . . . . . . . 97
server
. . . . . . . . . . . . . . . . . . . . 97
socket-timeout
. . . . . . . . . . . . . . . 97
subject-forward-prefix
subject-reply-prefix
subject-threading-substrings
third-party-max-queueing-time
third-party-pool-size
type
. . . . . . . . . . . . . . . . . . . . . 99
ucs-duplex-mode
. . . . . . . . . . . . . . 99
user
. . . . . . . . . . . . . . . . . . . . . 99
webapi-port
. . . . . . . . . . . . . . . . . 99
worker-threads
. . . . . . . . . . . . . . 100
x-user-defined
. . . . . . . . . . . . . . . 100
E-mail Server Java retired options
Reference Manual 171
Index
AnalyzeOnlyPureTextPart
AnalyzerTimeout
AppendAgentName
ArchiveCleanupEnabled
ArchiveCleanupMaxAge
ArchiveCleanupMaxFiles
ArchiveCleanupPeriod
ArchiveDir
. . . . . . . . . . . . . . . . . 162
AttachedDataPrefix
AutobotEnabled
. . . . . . . . . . . . . . 166
BadDir
. . . . . . . . . . . . . . . . . . . 163
CustomDataPrefix
DebugMode
. . . . . . . . . . . . . . . . 153
DefaultEmailQualityConfidencePercentage
DefaultEmailRequestVRP
default-outbound-queue
DefaultVRP
. . . . . . . . . . . . . . . . 160
DeleteOutboundAttachmentsOnSend
EventManagerDBPath
EventManagerEvtDefinitionFile
EventManagerPoolSize
ExternalAgentInstructionFile
ExternalAgentResponseDisposition
InboundArchive
. . . . . . . . . . . . . . 160
InboundBad
. . . . . . . . . . . . . . . . 160
InboundEventClassID
InboundEventEnabled
InboundEventInterval
InboundEventManagerPoolSize
InboundFileExtension
InboundSource
. . . . . . . . . . . . . . 161
JdbcDebug
. . . . . . . . . . . . . . . . 163
log4j...
. . . . . . . . . . . . . . . . . . . 163
LoginProtocol
. . . . . . . . . . . . . . . 166
LoopbackAddress
LoopbackPeriod
. . . . . . . . . . . . . . 161
LoopbackPeriodOnFailure
MaximumInboundMessagesPerCycle
MaximumOutboundMessagesPerCycle
MessageDir
. . . . . . . . . . . . . . . . 167
Outbound
. . . . . . . . . . . . . . . . . 161
OutboundEventClassID
OutboundEventEnabled
OutboundEventInterval
OutboundEventManagerPoolSize
ParamsReloadPollingPeriod
PasswordEncrypted
QAReviewSkillName
QAReviewVRP
. . . . . . . . . . . . . . 162
ResubmittedStartDate
ReturnedVRP
. . . . . . . . . . . . . . . 162
RoutingRuleCacheSize
SaveAutoResponseTextInDb
SavePersonalsOfEmailAddress
ThreadBySubject
WebFormAsEmail
email-queue option
. . . . . . . . . . . . . . 64
email-request-to-address option
email-stat-interval option
EmailVRP option
. . . . . . . . . . . . . . . 155
enable-authentication option
enable-autowar-detect option
enable-big-msg-stripping option
enable-client option
. . . . . . . . . . . . . . 84
Enabled option
. . . . . . . . . . . . . . . . 168
enable-debug option
. . . . . . . . . . . . . . 84
enable-extract-uuencoded-file option
enable-inbound option
enable-inbound-debug-log
enable-inbound-submitter option
enable-outbound option
enable-outbound-debug-log option
enable-reporting option
enable-same-mail-from-mailboxes option
enable-web-form option
end-point option iwe-processing section
endpoint option pop-client section
. . . . . . . . . . . . . . 88
endpoints:<tenant_dbid> sections
Chat Server
. . . . . . . . . . . . . . . . . 66
E-mail Server Java
Web API Server
. . . . . . . . . . . . . . . 60
EQ
. . . . . . . . . . . . . . . . . . . . . . 116
escape sequences
< $, $ >
. . . . . . . . . . . . . . . . . . 114
\"
. . . . . . . . . . . . . . . . . . . . . 116
\\
. . . . . . . . . . . . . . . . . . . . . . 116
\’
. . . . . . . . . . . . . . . . . . . . . . 116
\a
. . . . . . . . . . . . . . . . . . . . . 115
\b
. . . . . . . . . . . . . . . . . . . . . 115
\f
. . . . . . . . . . . . . . . . . . . . . . 115
\n
. . . . . . . . . . . . . . . . . . . . . 116
\r
. . . . . . . . . . . . . . . . . . . . . 116
\t
. . . . . . . . . . . . . . . . . . . . . . 116
\v
. . . . . . . . . . . . . . . . . . . . . 116
esp-custom-data section, Interaction Server
DAP
. . . . . . . . . . . . . . . . . . 41
esp-default-nickname option
esp-server-port option
esp-service-data section, Interaction Server
DAP
. . . . . . . . . . . . . . . . . . 40
EventManagerDBPath option
EventManagerEvtDefinitionFile option
EventManagerPoolSize option
[email protected] option
ExampleCategory option
ExampleSrlCategory option
ExternalAgentInstructionFile option
ExternalAgentResponseDisposition option
ext-resource-incoming-address option
172 Multimedia 7.6
Index
F
False
. . . . . . . . . . . . . . . . . . . . . 119
Field Code anatomy
. . . . . . . . . . . . . . . . . . 114
Reference
. . . . . . . . . . . . . . . . . 114
field codes data types
. . . . . . . . . . . . . . . . . 114
date/time functions
escape codes
. . . . . . . . . . . . . . . 114
mathematical functions
miscellaneous
. . . . . . . . . . . . . . . 145
named constants
objects
. . . . . . . . . . . . . . . . . . . 147
operator precedence
sequences
. . . . . . . . . . . . . . . . . 114
string functions
. . . . . . . . . . . . . . 120
type conversion
. . . . . . . . . . . . . . 135
fieldcode-format-locale option
firewall, access
. . . . . . . . . . . . . . . . 95
flex-disconnect-timeout option
Form Feed
. . . . . . . . . . . . . . . . . . 115
freeze-interval option
frequency option
. . . . . . . . . . . . . . . 26
G
GE
. . . . . . . . . . . . . . . . . . . . . . 116
GMT
. . . . . . . . . . . . . . . . . . . . . 132
Greenwich mean time
GT
. . . . . . . . . . . . . . . . . . . . . . 116
H handling-timeout option
hide-attached-data option
,
high-pull-threshold option
HistoryDisplayName option
HistoryIconFilename option
Horizontal Tab
. . . . . . . . . . . . . . . . 116
HTML chat client
. . . . . . . . . . . . . . . 67
I iccBackslash
. . . . . . . . . . . . . . . . . 119
iccCr
. . . . . . . . . . . . . . . . . . . . . 119
iccCrLf
. . . . . . . . . . . . . . . . . . . . 119
iccLf
. . . . . . . . . . . . . . . . . . . . . 119
ics_custom_media_channel option
ics_email_webform_channel option
ics_live_web_channel option
ics_multi_media_agent_seat option
ignore-read-only-on-change option
ignore-read-only-on-submit option
inactive-scroll-timeout option
inactive-txn-timeout option
InboundArchive option
InboundBad option
. . . . . . . . . . . . . . 160
inbound-class-name option
InboundEventClassID option
InboundEventEnabled option
InboundEventInterval option
InboundEventManagerPoolSize option
InboundFileExtension option
inbound-keep-received-mime option
inbound-msg-thread-pool-size option
inbound-processor-high-watermark option
inbound-processor-low-watermark option
inbound-processor-period option
inbound-processor-thread-pool-size option
InboundSource option
inbound-submitter-high-watermark option
inbound-submitter-low-watermark option
inbound-submitter-period option
inbound-submitter-thread-pool-size option
instance option
. . . . . . . . . . . . . . . . . 27
Interaction Server options
<Interaction Server>.max-submittedinteractions
. . . . . . . . . . . . . . . . 55
allow-duplicates-in-changes
allow-duplicates-in-submit
batch-size
. . . . . . . . . . . . . . . . . . 43
default-filter-type
. . . . . . . . . . . . . . 43
default-max-submission-rate
default-max-submitted-per-router
default-max-submitted-per-strategy
default-view-freeze-interval
delay-updates
. . . . . . . . . . . . . . . . 45
delivering-timeout
. . . . . . . . . . . . . . 45
disconnect detection protocol
freeze-interval
. . . . . . . . . . . . . . . . 46
handling-timeout
. . . . . . . . . . . . . . 46
hide-attached-data
high-pull-threshold
ics_custom_media_channel
ics_email_webform_channel
ics_live_web_channel
ics_multi_media_agent_seat
ignore-read-only-on-change
ignore-read-only-on-submit
interactions
. . . . . . . . . . . . . . . . . 49
license-file
. . . . . . . . . . . . . . . . . . 50
log-agent-activity
. . . . . . . . . . . . . . 50
log-agent-state
. . . . . . . . . . . . . . . 50
log-esp-service
. . . . . . . . . . . . . . . 50
log-filter-data
. . . . . . . . . . . . . . . . 38
log-queue
. . . . . . . . . . . . . . . . . . 50
log-strategy
. . . . . . . . . . . . . . . . . 51
log-userdata
. . . . . . . . . . . . . . . . . 51
low-pull-threshold
. . . . . . . . . . . . . . 51
mandatory-keys-to-log
Reference Manual 173
Index mandatory-logging
. . . . . . . . . . . . . . 52
max-interactions-per-pull
max-interactions-per-snapshot
max-key-value-list-size
max-number-of-snapshots
max-protocol-attribute-size
max-protocol-message-size
max-queue-size
. . . . . . . . . . . . . . . 53
max-submission-rate
max-submitted-interactions
Strategy object
URS object
. . . . . . . . . . . . . . . 54
max-workbin-interactions
messagefile
. . . . . . . . . . . . . . . . . 59
not-ready-on-invitation-timeout
registration-timeout
reject-subsequent-request
request-collection-time
reservation-time
. . . . . . . . . . . . . . . 57
routing-timeout
. . . . . . . . . . . . . . . 58
statistic-interval
. . . . . . . . . . . . . . . 58
storing-timeout
. . . . . . . . . . . . . . . . 58
submit-timer-interval
third-party-server-queue-size
third-party-server-timeout
third-party-server-window-size
Interaction Server Proxy options disconnect detection protocol
messagefile
. . . . . . . . . . . . . . . . . 60
<Interaction Server>.max-submitted-interactions option
. . . . . . . . . . . . . . . . 55
interactions option
. . . . . . . . . . . . . . 49
InteractionSummaryIteratorProgID option
interpret-prepared-statements option
itx-custom-data section, Interaction Server
DAP
. . . . . . . . . . . . . . . . . 42
ixn-server-cnx-max-idle-time option
J
JdbcDebug option
. . . . . . . . . . . . . . 163
K
Knowledge Manager options disconnect detection protocol
log-file
. . . . . . . . . . . . . . . . . . . 107
log-level
. . . . . . . . . . . . . . . . . . 107
subject-body-header
training-license
. . . . . . . . . . . . . . 107
update-cfg
. . . . . . . . . . . . . . . . . 108
L
LBAppType option
. . . . . . . . . . . . . . 157
LE
. . . . . . . . . . . . . . . . . . . . . . 116
leave-msg-on-server option
license-file option
. . . . . . . . . . . . . . . 50
Classification Server
Interaction Server
. . . . . . . . . . . . . . 50
licensing (media)
. . . . . . . . . . . . . . . . 47
Line Feed
. . . . . . . . . . . . . . . . . . 116
Log options all
. . . . . . . . . . . . . . . . . . . . . . 17
buffering
. . . . . . . . . . . . . . . . . . . 17
messagefile
,
,
standard
. . . . . . . . . . . . . . . . . . . 17
trace
. . . . . . . . . . . . . . . . . . . . . 17
verbose
. . . . . . . . . . . . . . . . . . . 17
log4j...option
. . . . . . . . . . . . . . . . . 163
log-agent-activity option
log-agent-state option
log-db-flow-rate option
log-esp-service option
log-file option
. . . . . . . . . . . . . . . . 107
log-filter-data option
. . . . . . . . . . . . . . 38
LoginProtocol option
login-timeout option
. . . . . . . . . . . . . . 28
LogLevel option
. . . . . . . . . . . . . . . 167
log-level option
log-memory-usage option
LogName option
. . . . . . . . . . . . . . . 154
LogPath option
. . . . . . . . . . . . . . . . 167
log-path option
log-queue option
. . . . . . . . . . . . . . . . 50
log-strategy option
. . . . . . . . . . . . . . . 51
log-userdata option
. . . . . . . . . . . . . . 51
long-query-timeout option
LoopbackAddress option
LoopbackPeriod option
LoopbackPeriodOnFailure option
low-pull-threshold option
LT
. . . . . . . . . . . . . . . . . . . . . . 116
M mail. option
. . . . . . . . . . . . . . . . . . 92
mailbox option
. . . . . . . . . . . . . . . . . 92
management-port option
mandatory-keys-to-log option
mandatory-logging option
max-cnx-to-ucs option
max-connections option
max-idle-time option
. . . . . . . . . . . . . . 29
MaximumInboundMessagePerCycle option
maximum-msg-number option
maximum-msg-size option
174 Multimedia 7.6
Index
MaximumOutboundMessagesPerCycle
option
. . . . . . . . . . . . . . . . 161
max-interactions-per-pull option
max-interactions-per-snapshot option
max-key-value-list-size option
max-number-of-snapshots option
max-protocol-attribute-size option
max-protocol-message-size option
MaxQueuedMessages option
max-queue-size option
max-select-count option
max-submission-rate option
max-submitted-interactions option
max-waiting-requests option
max-workbin-interactions option
media channels
. . . . . . . . . . . . . . . . 8
media licensing
. . . . . . . . . . . . . . . . 47
MessageDir option
. . . . . . . . . . . . . . 167
messagefile
. . . . . . . . . . . . . . . . . 60
MessageFile option
messagefile option
,
message-log-print-size option
Miss option
. . . . . . . . . . . . . . . . . . 157
mlserver-port option
model-check-interval option
model-storage option
Mr. option
. . . . . . . . . . . . . . . . . . . 157
Mrs. option
. . . . . . . . . . . . . . . . . . 157
Ms. option
. . . . . . . . . . . . . . . . . . 157
MS-Tserver retired options
AcceptedMessageTimeout
AdditionalDnLogin
CallAnswerTimeout
ChatVRP
. . . . . . . . . . . . . . . . . 155
EmailVRP
. . . . . . . . . . . . . . . . . 155
management-port
MaxQueuedMessage
mlserver-port
. . . . . . . . . . . . . . . 155
NotifyAgentLogout
N ndr-senders-list option
NE
. . . . . . . . . . . . . . . . . . . . . . 116
Newline
. . . . . . . . . . . . . . . . . . . . 116
NotifyAgentLogout option
not-ready-on-invitation-timeout option
Null
. . . . . . . . . . . . . . . . . . . . . . 119
O openmedia-create-full-interaction option
options (ICS) alias
. . . . . . . . . . . . . . . . . . . . 101
DebugMode
. . . . . . . . . . . . . . . . 101
MessageFile
. . . . . . . . . . . . . . . 101
options (retired)
AcceptedMessageTimeout
AdditionalDnLogin
AllowNulls
. . . . . . . . . . . . . . . . . 156
AnalyzeOnlyPureTextPart
AnalyzerTimeout
AppendAgentName
AppType
. . . . . . . . . . . . . . . . . 167
ArchiveCleanupEnabled
ArchiveCleanupMaxAge
ArchiveCleanupMaxFiles
ArchiveCleanupPeriod
ArchiveDir
. . . . . . . . . . . . . . . . . 162
AttachedDataPrefix
AutobotEnabled
. . . . . . . . . . . . . . 166
BadDir
. . . . . . . . . . . . . . . . . . . 163
CallAnswerTimeout
ChatRecOnChannelCreate
ChatVRP
. . . . . . . . . . . . . . . . . 155
CommandTimeout
Connection
. . . . . . . . . . . . . . . . 156
CustomDataPrefix
DatabaseRefreshRate
DbDriver
. . . . . . . . . . . . . . . . . 154
DbUserName
. . . . . . . . . . . . . . . 154
DbUserPassword
DebugMode
. . . . . . . . . . . . . . . . 153
DefaultEmailQualityConfidencePercentage
DefaultEmailREquestVRP
default-outbound-queue
DefaultVRP
. . . . . . . . . . . . . . . . 160
DeleteOutboundAttachmentsOnSend
Description
. . . . . . . . . . . . . . . . 156
DisplayInHistory
. . . . . . . . . . . . . . 156
Dr.
. . . . . . . . . . . . . . . . . . . . . 156
email-request-to-address
EmailVRP
. . . . . . . . . . . . . . . . . 155
Enabled
. . . . . . . . . . . . . . . . . . 168
EventManagerDBPath
EventManagerEvtDefinitionFile
EventManagerPoolSize
ExampleCategory
ExampleSrlCategory
ExternalAgentInstructionFile
ExternalAgentResponseDisposition
HistoryDisplayName
HistoryIconFilename
InboundArchive
. . . . . . . . . . . . . . 160
InboundBad
. . . . . . . . . . . . . . . . 160
InboundEventClassID
InboundEventEnabled
InboundEventInterval
InboundEventManagerPoolSize
Reference Manual 175
Index
InboundFileExtension
InboundSource
. . . . . . . . . . . . . . 161
InteractionSummaryIteratorProgID
JdbcDebug
. . . . . . . . . . . . . . . . 163
LBAppType
. . . . . . . . . . . . . . . . 157
log4j...
. . . . . . . . . . . . . . . . . . . 163
LoginProtocol
. . . . . . . . . . . . . . . 166
LogLevel
. . . . . . . . . . . . . . . . . . 167
LogName
. . . . . . . . . . . . . . . . . 154
LogPath
. . . . . . . . . . . . . . . . . . 167
LoopbackAddress
LoopbackPeriod
. . . . . . . . . . . . . . 161
LoopbackPeriodOnFailure
management-port
MaximumInboundMessagesPerCycle
MaximumOutboundMessagesPerCycle
MaxQueuedMessages
MessageDir
. . . . . . . . . . . . . . . . 167
Miss
. . . . . . . . . . . . . . . . . . . . 157
mlserver-port
. . . . . . . . . . . . . . . 155
Mr.
. . . . . . . . . . . . . . . . . . . . . 157
Mrs.
. . . . . . . . . . . . . . . . . . . . 157
Ms.
. . . . . . . . . . . . . . . . . . . . . 157
NotifyAgentLogout
Outbound
. . . . . . . . . . . . . . . . . 161
OutboundEventClassID
OutboundEventEnabled
OutboundEventInterval
OutboundEventManagerPoolSize
page
. . . . . . . . . . . . . . . . . . . . 154
ParamsReloadPollingPeriod
PasswordEncrypted
Provider.
. . . . . . . . . . . . . . . . . . 157
QAReviewSkillName
QAReviewVRP
. . . . . . . . . . . . . . 162
queues (Chat Server section)
restricted-traverse
ResubmittedStartDate
ReturnedVRP
. . . . . . . . . . . . . . . 162
RouteInfoDefault
RouteInfoKey
. . . . . . . . . . . . . . . 158
RoutingRuleCacheSize
SaveAutoResponseTextInDb
SavePersonalsOfEmailAddresses
ThreadBySubject
TrimSpaces
. . . . . . . . . . . . . . . . 157
WebFormAsEmail
outbound
. . . . . . . . . . . . . . . . . . . 93
Outbound option
. . . . . . . . . . . . . . . 161
outbound-class-name option
OutboundEventClassID option
OutboundEventEnabled option
OutboundEventInterval option
OutboundEventManagerPoolSize option
outbound-keep-received-mime option
outbound-msg-charset option
outbound-msg-thread-pool-size option
outbound-submitter-high-watermark option
outbound-submitter-low-watermark option
outbound-submitter-thread-pool-size option
P page option
. . . . . . . . . . . . . . . . . 154
ParamsReloadPollingPeriod option
password option
. . . . . . . . . . . . . . . . 95
PasswordEncrypted option
period option
. . . . . . . . . . . . . . . . . . 30
period-type option
. . . . . . . . . . . . . . . 30
Pi
. . . . . . . . . . . . . . . . . . . . . . . 119
port option
. . . . . . . . . . . . . . . . . . . 95
pound sign
. . . . . . . . . . . . . . . . . . 139
primary-attribute-lookup-strategy option
protocol-timeout option
Provider option
. . . . . . . . . . . . . . . . 157
Q
QAReviewSkillName option
QAReviewVRP option
Query Timeout option
queues section
. . . . . . . . . . . . . . . . 154
quote-from option
. . . . . . . . . . . . . . . 96
quote-prefix option
. . . . . . . . . . . . . . . 96
quote-sent option
. . . . . . . . . . . . . . . 96
quote-separator option
quote-subject option
. . . . . . . . . . . . . . 97
R registration-timeout option
reject-subsequent-request option
replace-blank-fieldcode option
reporting-event-queue-size option
reporting-interval option
reporting-notifier-pool-size option
request-collection-time option
reservation-time option
restricted-traverse option
ResubmittedStartDate option
retry-on-deadlock option
ReturnedVRP option
Role option
. . . . . . . . . . . . . . . . . . . 33
RouteInfoDefault option
RouteInfoKey option
RoutingRuleCacheSize option
routing-timeout option
run-at option
. . . . . . . . . . . . . . . . . . 33
run-status option
. . . . . . . . . . . . . . . . 33
176 Multimedia 7.6
Index
S
SaveAutoResponseTextInDb option
SavePersonalsOfEmailAddresses option
server option
. . . . . . . . . . . . . . . . . 97
service
. . . . . . . . . . . . . . . . . . . . 34
service option
. . . . . . . . . . . . . . . . 34
Single Quotation
. . . . . . . . . . . . . . . 116
socket-timeout option
srl-cache-load-attachment-summary option
standard option
. . . . . . . . . . . . . . . . 17
statistic-interval option
stat-refresh-interval option
storing-timeout option
subject thread
. . . . . . . . . . . . . . . . 98
subject-body-header option
Classification Server
Knowledge Manager
subject-forward-prefix option
subject-reply-prefix option
subject-threading-substrings option
submit-timer-interval option
synchronize-cache option
synchronize-contact-metadata-attributes
option
. . . . . . . . . . . . . . . . 34
synchronize-ixn-attributes option
synchronize-ixn-metadata-attributes option
T tenant option
. . . . . . . . . . . . . . . . . 65
third-party-max-queueing-time option
third-party-pool-size option
third-party-server-queue-size option
third-party-server-timeout option
third-party-server-window-size option
thread
. . . . . . . . . . . . . . . . . . 98
ThreadBySubject option
trace option
. . . . . . . . . . . . . . . . . . 17
training license option
Training Server options disconnect detection protocol
log-level
. . . . . . . . . . . . . . . . . . 105
log-path
. . . . . . . . . . . . . . . . . . 105
messagefile
. . . . . . . . . . . . . . . . 106
model-check-interval
model-storage
. . . . . . . . . . . . . . . 106
Training Server retired options
AppType
. . . . . . . . . . . . . . . . . . 167
DatabaseRefreshRate
Enabled
. . . . . . . . . . . . . . . . . . 168
transcript-auto-save option
TrimSpaces option
. . . . . . . . . . . . . . 157
True
. . . . . . . . . . . . . . . . . . . . . 119
type option
. . . . . . . . . . . . . . . . . . 99
typographical styles
U ucsapi option
. . . . . . . . . . . . . . . . . . 36
ucsapi-backlog option
ucsapi-duplex-mode option
ucsapi-loopback-timeout option
ucs-duplex-mode option
Universal Contact Server options action
. . . . . . . . . . . . . . . . . . . . 21
allow-additional-column
allow-missing-index
archiving-nb-records-per-task
archiving-task-pool-size
connection-failed-retry
convert-idn-to-unicode
day-of-month
. . . . . . . . . . . . . . . . 23
day-of-week
. . . . . . . . . . . . . . . . . 23
db-schema-name
. . . . . . . . . . . . . . 23
Debug
. . . . . . . . . . . . . . . . . . . . 23
disconnect detection protocol
enable-reporting
. . . . . . . . . . . . . . 23
fieldcode-format-locale
frequency
. . . . . . . . . . . . . . . . . . 26
hide-attached-data
inactive-scroll-timeout
inactive-txn-timeout
instance
. . . . . . . . . . . . . . . . . . . 27
interpret-prepared-statements
log-db-flow-rate
. . . . . . . . . . . . . . . 27
login-timeout
. . . . . . . . . . . . . . . . 28
log-memory-usage
long-query-timeout
max-connections
. . . . . . . . . . . . . . 28
max-idle-time
. . . . . . . . . . . . . . . . 29
max-select-count
. . . . . . . . . . . . . . 29
messagefile
. . . . . . . . . . . . . . . . . 36
openmedia-create-full-interaction
period
. . . . . . . . . . . . . . . . . . . . 30
period-type
. . . . . . . . . . . . . . . . . 30
primary-attribute-lookup-strategy
Query Timeout
. . . . . . . . . . . . . . . 31
replace-blank-fieldcode
reporting-event-queue-size
reporting-interval
. . . . . . . . . . . . . . 31
reporting-notifier-pool-size
retry-on-deadlock
. . . . . . . . . . . . . . 33
Role
. . . . . . . . . . . . . . . . . . . . . 33
run-at
. . . . . . . . . . . . . . . . . . . . 33
run-status
. . . . . . . . . . . . . . . . . . 33
service
. . . . . . . . . . . . . . . . . . . 34
srl-cache-load-attachment-summary
synchronize-cache
synchronize-contact-metadata-attributes
synchronize-ixn-attributes
synchronize-ixn-metadata-attributes
third-party-max-queueing-time
Reference Manual 177
Index third-party-pool-size
ucsapi
. . . . . . . . . . . . . . . . . . . . 36
ucsapi-backlog
. . . . . . . . . . . . . . . 36
ucsapi-duplex-mode
ucsapi-loopback-timeout
Universal Contact Server Proxy options disconnect detection protocol
messagefile
. . . . . . . . . . . . . . . . . 37
Universal Contact Server retired options
AllowNulls
. . . . . . . . . . . . . . . . . 156
CommandTimeout
Connection
. . . . . . . . . . . . . . . . 156
Description
. . . . . . . . . . . . . . . . 156
DisplayInHistory
. . . . . . . . . . . . . . 156
Dr.
. . . . . . . . . . . . . . . . . . . . . 156
ExampleCategory
ExampleSrlCategory
HistoryDisplayName
HistoryIconFilename
InteractionSummaryIteratorProgID
Miss
. . . . . . . . . . . . . . . . . . . . 157
Mr.
. . . . . . . . . . . . . . . . . . . . . 157
Mrs.
. . . . . . . . . . . . . . . . . . . . 157
Ms.
. . . . . . . . . . . . . . . . . . . . . 157
Provider
. . . . . . . . . . . . . . . . . . 157
TrimSpaces
. . . . . . . . . . . . . . . . 157
update-cfg option
. . . . . . . . . . . . . . . 108
use-contact-server option
user option
. . . . . . . . . . . . . . . . . . 99
user-register-timeout option
V verbose option
. . . . . . . . . . . . . . . . 17
version numbering document
. . . . . . . . . . . . . . . . . . 10
Vertical Tab
. . . . . . . . . . . . . . . . . . 116
W
Web API Server options default-char-set
. . . . . . . . . . . . . . . 61
default-code-page
. . . . . . . . . . . . . . 61
disconnect detection protocol
messagefile
. . . . . . . . . . . . . . . . . 62
Web API Server retired options
LBAppType
. . . . . . . . . . . . . . . . 157
restricted-traverse
Web Compound Samples options applets-code-base
. . . . . . . . . . . . . . 63
chat-queue
. . . . . . . . . . . . . . . . . 64
chat-stat-interval
. . . . . . . . . . . . . . . 64
email-queue
. . . . . . . . . . . . . . . . . 64
email-request-to-address
email-stat-interval
. . . . . . . . . . . . . . 64
stat-refresh-interval
tenant
. . . . . . . . . . . . . . . . . . . . 65
Web Compound Samples retired option email-request-to-address
webapi-port option
WebFormAsEmail option
web-server-host option
web-user-max-messages option
worker-threads option
X xml-request-max-size option
XOr
. . . . . . . . . . . . . . . . . . . . . 118
x-user-defined option
178 Multimedia 7.6
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Key features
Configuration options
Field codes in standard responses
Universal Contact Server management
Interaction Server configuration
Web API Server integration
Frequently asked questions
Genesys Multimedia is a cover term for Genesys components that manage interactions whose media is something other than traditional telephonic voice (for example, e-mail or chat).
Multimedia includes parts of the Genesys CIM Platform plus Genesys E-mail, Genesys Web Media, and Genesys Open Media channels, as well as Web Collaboration.
Licensing requirements are: one Multimedia Agent seat for each agent, one media channel for each media option, and an NLP Content Analysis license for Genesys Content Analyzer.
