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_attach_udata

Section: General
Default Value: single_json
Valid Values:
Changes Take Effect: Immediately


  • separate_keys – Each KVP data is attached as a separate key-value pair to the user event.
  • single_json – All KVPs are attached as a single stringified-JSON object to the GMS_UserData key in the user event.
  • gms_storage_id – Callback will attach the GMS service ID to the GMS_UserData userdata key and let the agent application retrieve the data from GMS.

max_queued_callbacks_per_service

Section: callback
Default Value: 1000
Valid Values: Any integer
Changes Take Effect: Immediately


Added in 8.5.108.02
Maximum number of queued callbacks per service, if the option is not overridden in the callback service. Note that this option will not reject scheduled callbacks and applies only to immediate callbacks.

_enable_in_queue_checking

Section: callback
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately


Added in: 8.5.109.05
If true, prevents the callback creation if the same customer number has already two callbacks in the queue; if false, does not check whether the customer is already in queue when creating the callback. This option applies to both immediate and scheduled callbacks.

_enable_in_queue_checking

Section: callback
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately


Added in: 8.5.109.05
If true, prevents the callback creation if the same customer number has already two callbacks in the queue; if false, does not check whether the customer is already in queue when creating the callback. This option applies to both immediate and scheduled callbacks.

_enable_in_queue_checking

Section: callback
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately


Added in: 8.5.109.05
If true, prevents the callback creation if the same customer number has already two callbacks in the queue; if false, does not check whether the customer is already in queue when creating the callback. This option applies to both immediate and scheduled callbacks.

unsubscribe-delay

Section: notification
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: Immediately
Introduced: 8.5.109.05

Time in seconds to wait for deleting notification subscriptions. In scenarios where the publish notification and the delete subscription requests are received concurrently, the subscription may be deleted before the notification gets published. If you set this option to a value greater than 0, you will force GMS to wait for the specified duration before deleting the subscription and this will allow the pending push notifications to be sent out.

_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.

_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.

_throttle_request_parameters

Section: callback
Default Value: _customer_number
Valid Values: String
Changes Take Effect: Immediately


Added in: 8.5.109.05
Specifies a comma-separated list of request parameters to which the _throttle_customer_number_limit option applies. For example, _throttle_request_parameters=_customer_number, _target

_throttle_customer_number_limit

Section: callback
Default Value: 6
Valid Values: Any positive integer
Changes Take Effect: Immediately
Introduced: 8.5.109.05
Discontinued: 8.5.110.07

Specifies the maximum number of immediate callback requests that a given customer number can request per day. You can set the list of parameters to apply this throttling in the option _throttle_request_parameters.

Starting in 8.5.110.07, this option is discontinued. Use option _throttle_request_parameters_limit instead.

_throttle_ttl_2

Section: callback
Default Value: 3600
Valid Values: Any positive integer
Changes Take Effect: Immediately


Added in: 8.5.109.05
Specifies the duration in seconds used for the callbacks limit set in _throttle_callbacks_per_service_2. A second limitation can be introduced with the options _throttle_callbacks_per_service_1 and _throttle_ttl_1. Genesys recommends using these options to prevent high rates of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes, but not more than 1000 callbacks in 1 hour, use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

_throttle_callbacks_per_service_2

Section: callback
Default Value: 1000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Introduced: 8.5.109.05

Specifies the maximum number of callbacks per service for the duration set in _throttle_ttl_2. A second limitation can be introduced with the options _throttle_callbacks_per_service_1 and _throttle_ttl_1. Genesys recommends using these options to prevent high rates of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes, but not more than 1000 callbacks in 1 hour, use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

_throttle_ttl_1

Section: callback
Default Value: 300
Valid Values: Any positive integer
Changes Take Effect: Immediately


Added in: 8.5.109.05
Specifies the duration in seconds used for the callbacks limit set in _throttle_callbacks_per_service_1. A second limitation can be introduced with the options _throttle_callbacks_per_service_2 and _throttle_ttl_2. Genesys recommends using these options to prevent high rates of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes, but not more than 1000 callbacks in 1 hour, use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

_throttle_callbacks_per_service_1

Section: callback
Default Value: 500
Valid Values: Any positive integer
Changes Take Effect: Immediately
Introduced: 8.5.109.05

Specifies the maximum number of callbacks per service for the duration set in _throttle_ttl_1. A second limitation can be introduced with the options _throttle_callbacks_per_service_2 and throttle_ttl_2. Genesys recommends using these options to prevent a high rate of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes, but not more than 1000 callbacks in 1 hour, use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

enable-bulk-cancel-and-export-callback

Section: lab
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.110.07
Discontinued: 8.5.111.04

Enables the bulk export of cancelled Callback records in the Callback UI.

In 8.5.111.04, this option was renamed disable-bulk-cancel-and-export-callback.

_request_ewt_service

Section: Scheduled Call
Default Value: No default value
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.110.07

Specifies a urs-stat service to retrieve the EWT value. You can create and configure this urs-stat service as a GMS service in the Service Management UI or by adding a service.my-urs-stat section to your GMS configuration.

_max_queue_wait

Section: URS Queueing
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Maximum time (in seconds) for the virtual interaction to wait in queue prior to contacting the customer if the virtual interaction has not been selected for routing. If set to 0 (default), this option is ignored. If you set this option, configure _urs_ewt_estimation_method = ursdial.

This option only applies to user-terminated delayed scenarios where _userterminated_first_connect_party=CUSTOMER. If max-queue-wait is configured, and if its value is exceeded, the system adds the GMS_Max_Queue_Wait user data to the outbound interaction.

_urs_vq_priority_boost_on_connect

Section: URS Queueing
Default Value: 500
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Priority to be added to the virtual interaction after connecting the customer call or chat session. This option only applies to scenarios where _userterminated_first_connect_party=CUSTOMER.

To use this option, import the GMS_URS_Strategy_85109_v2.58.zip strategy file available for download in the Callback Solution guide.

Context Services

Context Services is a group of additional capabilities that Genesys Mobile Services provides. These capabilities can be invoked by any client, but most commonly by the components of the Orchestration solution. Context Services offers a RESTful API, which enables you to manage context data for services and profiles through HTTP requests. Context Services opens your customer data repository to make it easy to use information from across the company as it relates to customer service and sales including:

  • Customer contact info
  • Customer value
  • Customer process or service involvement and context
  • Customer preferences

This documentation groups all the information that enables you to integrate the corresponding API to your application.

In the 8.5 release, Context Services uses the Genesys Mobile Services (GMS) platform to store data and implement additional features.

Release Notes

Documentation

Context Services User's Guide

Describes the Context Services functionality and includes deployment information.

Context Services API Reference

Details the list of operations and resources that help you to create an application on top of Context Services.

Context Services Developer's Guide

Covers the writing and the optimization of your applications on top of the Context Services.

Context Services Client Samples

Use this to access Context Services samples.

Genesys Mobile Services 8.5 Release Information

Click below to see New in This Release and Readme information for 8.5 releases.

[+] Show release information

Release Notes

Documentation

Context Services 8.1 User's Guide

Use this book to deploy Context Services.

Context Services 8.1 Conversation Manager

Use to understand the Conversation Manager user interface.

Context Services 8.1 Developer's Guide

Use to create your application on top of Context Services.

Context Services 8.1 API Reference

Use this to understand best coding practices.

Readme and Advisory

Release Notes

Documentation

Context Services 8.0 User's Guide

Use this book to deploy Context Services.

Context Services 8.0 Conversation Manager

Use to understand the Conversation Manager user interface.

Context Services 8.0 Developer's Guide

Use to create your application on top of Context Services.

Context Services 8.0 API Reference

Use this to understand best coding practices.

Readmes and Advisory

This page was last modified on March 1, 2018, at 09:05.