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channel-<any name> Section

driver-classname

Default Value: No default value
Valid Values: Any valid driver class name
Changes Take Effect: After restart

Specifies the class name of the media driver for a specific media service. The class name is provided in the cfg file in the driver's installation directory.

inbound-route

Default Value: No default value
Valid Values: <tenant id> : <access point name> or
<tenant id> : <access point name1>, <tenant id> : <access point name2>
Changes Take Effect: After restart

The value <tenant id> : <access point name> specifies the access point that is used to place submitted interactions for incoming messages. For example:
101:facebook_queue
or
101:inqueue-acc-point
The value <tenant id> : <access point name1>, <tenant id> : <access point name2> is applicable only in support of Facebook session mode. <access point name2> specifies the access point Facebook Driver provides to Chat Server.
The second access point is required for support of private conversations (sessions) between a Facebook user and an agent. Sessions are supported only for the monitor type private-messaging. For monitors of other types, the second access point is ignored.
The second access point must point to the corresponding access point in Chat Server, as described in Step 10 of Configuring Chat Server for Facebook session mode.

Important
For sessions, if the second access point is not configured in Chat Server, all private-messaging interactions are placed in the default Chat Server queue.
The name of this option was changed from inbound-route-default to inbound-route in eServices 8.1.


reconnection-timeout

Default Value: 180
Valid Values: Any positive integer greater than or equal to 10
Changes Take Effect: After restart

Specifies the delay, in seconds, before the server starts the reconnection procedure for this media channel if the connection was lost.

ucs-in-use

Default Value: false
Valid Values: true, false
Changes Take Effect: After restart

Allows the use of Universal Contact Server to save data, such as account relations. This option applies to Twitter channels only.

ucs-request-timeout

Default Value: 60
Valid Values: 10–300
Changes Take Effect: After restart

Specifies the length of time, in seconds, to wait for UCS to return the result of an ESP request. This option applies to Twitter channels only.

x-access-token

Default Value: No default value
Valid Values: Any valid access token (string)
Changes Take Effect: Immediately

Specifies an access token that is used by the driver to access a service. To obtain this value, you must register Social Messaging Server as an application in the respective service, as described in:

x-access-token-secret

Default Value: No default value
Valid Values: Any valid access token (string)
Changes Take Effect: After restart

Specifies an access token secret (password) that is used by the driver to access a Twitter service. To obtain this value, you must register Social Messaging Server as an application in Twitter service, as described in the description for x-consumer-key.

x-consumer-key

Default Value:
Valid Values:
Changes Take Effect: After restart

Specifies the consumer key that is used by the drive to access a Twitter service. To obtain this value, you must register Social Messaging Server as an application in Twitter service. Refer to the following websites for information about how to register Social Messaging Server:

x-consumer-secret

Default Value: No default value
Valid Values: Any valid string with a consumer key secret
Changes Take Effect: After restart

Specifies the consumer key secret (password) that is used with the value of the x-consumer-key option by the driver to access a Twitter service. To obtain this value, you must register Social Messaging Server as an application in Twitter service, as described in the description for x-consumer-key.

x-debug-mode

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies the form of logging. If set to true, an extended form of logging is set for the driver. If set to false, a reduced form of logging is set for the driver.

x-faulty-conditions-delay

Default value: 60
Valid values: 0 - 3600
Changes take effect: Immediately.

Specifies, in seconds, a timespan that takes effect in the event of problems with Facebook communications. Depending on the scenario, the Driver either restarts the affected monitor after the timespan or puts the monitor into sleeping mode for the length of the timespan. This option was introduced in release 8.5.101.17.

Following are the possible scenarios, with the Driver's current and previous behavior contrasted:

  • FacebookOAuthException received while the monitor is starting.
    • Previous versions: the driver shut down the monitor with the error message "Unknown reason. Shutting down monitor" in the log.
    • Current version: the driver restarts the affected monitor after the time specified by the option.
  • FacebookException received while the monitor is starting.
    • Previous versions: the driver restarted the monitor in two seconds.
    • Current version: the driver restarts the affected monitor after the time specified by the option.
  • FacebookOAuthException received while the monitor is working normally.
    • Previous versions: the driver ignored this exception and continued working normally.
    • Current version: the driver puts the affected monitor to sleep for the time period specified by the option, unless the option is set to 0.
  • FacebookNetworkException received while the monitor is working normally.
    • Previous versions: the driver restarted the affected monitor in two seconds.
    • Current version: the driver restarts the affected monitor after the time specified by the option.

Background: When certain issues arise on the Facebook side, Facebook returns errors such as "unknown error, please repeat later" or "Service is temporarily unavailable" and so on. The best available behavior for the Genesys Driver in these cases is one of the following:

  • Not to send any requests to Facebook for an appropriate amount of time—at least 15 minutes to be safe.
  • To restart the monitor; that is, close the current connection to Facebook and open a new one after an appropriate amount of time—again about 15 minutes is suggested.

Note that there is no way of knowing if Facebook will come back on line in the time specified by the option, and that during that time period no interactions will be submitted to the Genesys solution or delivered to agents' desktops.

It may also be advisable to configure an Alarm condition for Social Messaging Server for the log message "Standard 45102": Exception caught and processed: <description>.

x-history-length

Default Value: 1000
Valid Values: Any positive integer
Changes Take Effect: After the time interval specified in the sampling-period or x-sampling-period options

Specifies how many successfully submitted interaction IDs the RSS/ATOM driver will keep in the history file in order to avoid duplicate submissions.

Important
This option can be configured for each monitor section individually using the history-length option. The option in a particular monitor section overwrites the option in the main channel section.

x-history-time-period

Default Value: 2592000 (30 days)
Valid Values: 60–31536000 (1 min-365 days) Changes Take Effect: After restart

Specifies the length, in seconds, of the history time period during which objects are read from. This option applies to Facebook channels only.

Important
The x-history-time-period option can be configured for each monitor section individually using the history-time-period option. The option in a particular monitor section overwrites the option in the main channel section. This option replaces the x-posts-time-period and x-messages-time-period options.

x-history-writing-frequency

Default Value: 3
Valid Values: 1–10000
Changes Take Effect: Immediately

Specifies how often, in scanning cycles, the history is written to the history file. For example, if set to 3, each third scanning cycle writes to the history file. This option applies to Facebook channels only.

Important
The x-history-writing-frequency option can be configured for each monitor section individually using the history-writing-frequency option. The option in a particular monitor section overwrites the option in the main channel section. The history file keeps data about the latest successfully submitted interaction.The history file name has the following formats:
  • For monitors of the generic, event, and private-messaging types, the format is <type>_<id>; for example, generic_481918061818707.
  • For monitors of the search type, the format is <type>_<hash-code>, where hash-code is some unique number that is calculated based on the value of the query option.

x-inbound-media

Default Value: facebook for a Facebook channel, rss for an RSS channel, twitter for a Twitter channel
Valid Values: Any valid media name
Changes Take Effect: Immediately

Specifies the media type that is assigned to interactions that are submitted to Interaction Server.

Important
The x-inbound-media option can be configured for each monitor section individually using the inbound-media option. The option in a particular monitor section overwrites the option in the main channel section.

x-itx-resubmit-attempts

Default Value: 3
Valid Values: 0-9
Changes Take Effect: Immediately

Specifies the number of times the application will attempt to resubmit an interaction.

x-itx-resubmit-delay

Default Value: 30
Valid Values: 1-120
Changes Take Effect: Immediately

Specifies the number of seconds between each resubmit of an interaction. The application will pause for the specified period of time between each resubmit of an interaction.

x-itx-submit-timeout

Default Value: 10
Valid Values: 1-60
Changes Take Effect: Immediately

Specifies the amount of time, in seconds, that Social Messaging Server waits for a positive response when it submits a request with an inbound message to Interaction Server.

x-max-comments-per-post-to-process

Default Value: 50
Valid Values: 1-2147483647
Changes Take Effect: Immediately

Specifies the maximum number of comments per post and replies per comment that can be attached to an interaction. For example, if a Post has one hundred Comments and this option is set to 50, only the fifty most recent comments are attached to the interaction and passed to an Agent. The same for Replies: if Comment has one hundred Replies and the option is set to 50, only the fifty most recent replies are attached to the interaction. Parent Comments are included in the count. For example, if the driver retrieved ten recent Comments and ten latest Replies for some very old Comment, and the option is set to 5, only the five most recent Replies plus the four most recent Comments from the retrieved ten are attached to the interaction.

If the option is set to 0, all comments and replies are attached to the interaction and passed to an Agent. This option applies to Facebook channels only.

Important
The x-max-comments-per-post-to-process option can be configured for each monitor section individually using the max-comments-per-post-to-process option. The option in a particular monitor section overwrites the option in the main channel section. This option is processed by the generic and search monitor types.

x-max-listed-posts-per-request

Default Value: 200
Valid Values: 2–1000
Changes Take Effect: Immediately

Specifies the maximum number of explicitly listed post IDs in an FQL request. This option is intended for use by Genesys Professional Services only. In May 2013, Facebook could process FQL requests with more than 1,000 explicitly listed post IDs; however, in July 2013, this amount dropped to approximately 300. This option was added for fine-tuning in case of further changes in Facebook behavior.

Important
This option can be configured for each monitor section using the max-listed-posts-per-request option. The larger the value, the longer the Facebook response time.

x-max-objects-per-request

Default Value: 1000
Valid Values: 50–1500
Changes Take Effect: Immediately

Specifies the maximum number of Facebook objects (Posts, Comments, Messages) that are retrieved by one request to the Facebook server. Applies to requests using either FQL (Facebook Query Language) or the Graph API.

Tip
The x-max-objects-per-request option can be configured for each monitor section individually using the max-objects-per-request option. The option in a particular monitor section overwrites the option in the main channel section.

This option replaces the x-max-posts-per-fql-request, x-max-comments-per-fql-request, x-max-messages-per-fql-request, and x-post-chunk-size options.

The bigger the value is, the longer the response time from the Facebook Server. This increases the possibility of losing connection to the Facebook server due to HTTP session timeouts.
Important
This option is intended for use by Genesys Professional Services only.

x-posts-buffer-size

Default value: 1000
Valid values: 0-2147483647
Changes take effect: Immediately

Specifies the maximum number of posts to be monitored for update. These posts are retrieved during startup and later are added in a normal scan cycles. If the actual number of posts is greater than this value, the most recent posts are retrieved. The Driver processes this option only when the monitor-type is generic.
This option applies to Facebook channels only.

Important
The x-posts-buffer-size option can be configured for each monitor section individually using the posts-buffer-size option. The option in a particular monitor section overwrites the option in the main channel section.

x-print-rss-channel

Default value: false
Valid values: true, false
Changes take effect: After the time interval specified in the sampling-period or x-sampling-period options.

Specifies whether the driver should print common fields of the received RSS/ATOM feed to a log file.

Important
This option can be configured for each monitor section individually using the print-rss-channel option. The option in a particular monitor section overwrites the option in the main channel section.

x-print-rss-items

Default value: 0
Valid values: Any integer above 0.
Changes take effect: After the time interval specified in the sampling-period or x-sampling-period options.

Specifies how many received RSS/ATOM items the driver prints to a log file.

Important
This option can be configured for each monitor section individually using the print-rss-items option. The option in a particular monitor section overwrites the option in the main channel section.

x-publish-access-token

Default: No default value
Valid Values: Any valid access token (string)
Changes Take Effect: Immediately

Specifies an access token that is used by the Driver to publish posts and comments. The Driver processes this option only when the monitor-type is generic. This option applies to Facebook channels only.

Important
The x-publish-access-token option can be configured for each monitor section individually using the publish-access-token option. The option in a particular monitor section overwrites the option in the main channel section.

x-sampling-period

Default Value:

  • For monitors of type generic and search—240
  • For monitors of type private-messaging—3

Valid Values:

  • generic or search monitors—30–31536000
  • private-messaging monitors—1–31536000

Changes Take Effect: Immediately

Specifies how frequently, in seconds, data-fetching from a Facebook data source occurs.

Important
The value of sampling-period cannot be smaller than the value of sampling-time-buffer.

x-sampling-time-buffer

Default Value:

  • For monitors of type generic—30
  • For monitors of type search—86400
  • For monitors of type private-messaging—1

Valid Values:

  • search monitors—86400–7776000 (1–90 days)
  • generic monitors—10–180
  • private-messaging monitors—1–180

Changes Take Effect: After the time interval specified in the sampling-period or x-sampling-period options

Specifies, in seconds, the buffer time for the sampling period. The buffer time is deducted from the start time of each sampling period in monitors.

The increased valid values for the search type monitor enable this monitor to retrieve more of the comments, likes, shares, and so on that relate to a post. But note the warning concerning the search type.

x-source-nick-name

Default Value:
Valid Values:
Changes Take Effect: Immediately

Specifies the nickname of the channel. The nickname may be shown to the agent by an agent client application.

x-submit-comments-itx

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

Specifies whether a new interaction with Facebook type comment will be created for each comment (true). The Driver processes this option only when the monitor-type is generic or search.

Important
The x-submit-comments-itx option can be configured for each monitor section individually using the submit-comments-itx option. The option in a particular monitor section overwrites the option in the main channel section.

x-submit-internal-itx

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

When the Facebook driver is monitoring the Facebook wall, it reads all of the posts and comments; some of the posts and comment might be created by agents. If this option is set to true, all Facebook interactions (regardless of who created the posts and comments) are created. If this option is set to false, only interactions in which there is new content (posts or comments) created by customers are created. All interactions that have older posts created prior to monitor read times and comments created only by agents are not be submitted. The Driver processes this option only when the monitor-type is generic or search.

Important
The x-submit-internal-itx option can be configured for each monitor section individually using the submit-internal-itx option. The option in a particular monitor section overwrites the option in the main channel section.

x-submit-own-all

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

Specifies whether the inbound messages originating from the media account associated with this channel ("own" messages) are submitted to Interaction Server. This option applies to Twitter channels only.

x-ucs-relations-chunk

Default Value: 200
Valid Values: 100–5000
Changes Take Effect: After restart

Specifies the maximum number of relations sent to UCS in one ESP request. This option applies to Twitter channels only.


This page was last modified on November 20, 2018, at 10:26.

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