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_max_time_to_wait_for_agent_on_the_call

Section: General
Default Value: 3600
Valid Values: Integer (seconds)
Changes Take Effect: Immediately


Maximum period of time (seconds) to wait for the agent to accept and answer the call after the customer is connected.

_urs_queued_ttl

Section: URS Queueing
Default Value: 14400
Valid Values: integer
Changes Take Effect: Immediately


The total maximum time (seconds) to wait for a target. After the specified duration has lapsed the virtual interaction will be removed from virtual queue and the callback service will exit.

This option is mandatory.

_ttl

Section: General
Default Value: 86400
Valid Values: integer
Changes Take Effect: Immediately
Modified: 8.5.107.15, 8.5.109.05

Duration (in seconds) for which the service will be kept in storage after the Desired Time is passed (Time To Live). Once expired, the service is removed from the system. For example, if you want the callbacks to be visible in the Service Management UI for one week past the execution time, then you should set 7 days of Time To Live, which means _ttl=604800.

This option is mandatory.

_paused_services_id

Section: General
Default Value:
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.109.05

ID of the service in the Paused Service Transaction List. If you set this option, its value is used to look up the service in the Paused Service Transaction List. If you do not set any value, the service name is used instead.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_paused_services_id

Section: General
Default Value:
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.109.05

ID of the service in the Paused Service Transaction List. If you set this option, its value is used to look up the service in the Paused Service Transaction List. If you do not set any value, the service name is used instead.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_paused_services_list

Section: General
Default Value: GMS_Paused_Services
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.109.05

Name of the Transaction list entry that controls pausing of callbacks.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

Pausing Callback

For certain situations, you can temporarily pause outbound calling and routing to agents with callbacks that have reached the QUEUED state. You can set this up globally to suspend all callback services, or individually for particular services. This feature is useful, for example, to deal with a fire alarm where all agents need to exit the facility.

Consider the following:

  • For callbacks where the outbound call has not yet connected to the customer, pausing these calls will disable outbound calling altogether.
  • For callbacks where the outbound call has already connected to the customer, pausing the callback disables routing the call to the agent; the customer will continue listening to the "waiting for next available agent" prompt. As soon as you unsuspend the callback service, normal operation resumes.
  • The state of paused callbacks will be PAUSED in the Callback UI.

Set up the list for the callback pause service

You can control how and when callbacks are paused using a transaction list entry in the Transactions folder of your tenant configuration.

Enter the name you want to use for the list of paused services by setting the _paused_services_list option in your callback service. If you don't specify a value for this option, the name GMS_Paused_Services is used by default.

Enable callback pause (globally or per individual service)

The Transactions folder of your tenant configuration includes an object called GMS_Paused_Services, of type list. In the Annex of this object, add the following settings to the section called services.

  • Pause callback globally for all services by adding the following key:
    key: all
    value: true (pauses calling), false (enables calling)
  • Pause callback for individual services based on the service name, by adding a key for each service:
    key: The service name.
    value: true (pauses calling), false (enables calling)
  • Pause callback for individual services based on IDs, by adding an identification text passed in the HTTP request that starts the callback:
    key: Identification text, where the text value is passed in the option _paused_services_id of the HTTP request. This key can contain any alphanumeric characters, except the blank character.
    value: true (pauses calling), false (enables calling)

If any of the keys ("all", callback service name, or _paused_services_id) is found in the transaction list with its value set to true, the system pauses the service.

Tip
If you anticipate using this feature, be careful that active callbacks do not expire while in the PAUSED state. For example, make sure that the callback service options values are all set to a longer time period than you expect the callbacks to be paused: _ttl, _urs_queued_ttl, and _max_time_to_wait_for_agent_on_the_call.

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This page was last modified on April 11, 2018, at 11:57.