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Callback options

[Added: 8.5.111.21] [Modified: 8.5.115.17]

callback.callback-information.content

[Added: 8.5.111.21]

  • Default Value: 'DesiredTime, Type, Number, Instructions'
  • Valid Values: A comma separated list of items from the following list: DesiredTime, Type, Number, Instructions
  • Changes take effect: At the next interaction.
  • Description: Specifies the Callback data that is displayed in the Callback Information Area. The Callback data entries are displayed in the order in which they appear in the list.

callback.callback-information.frame-color

[Added: 8.5.111.21]

  • Default Value: #FF17849D
  • Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
  • Changes take effect: At the next interaction.
  • Description: Specifies the background color of the Callback Information view header. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

callback.callback-information.header-foreground-color

[Added: 8.5.111.21]

  • Default Value: #FFFFFFFF
  • Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
  • Changes take effect: At the next interaction.
  • Description: Specifies the color of the text of the Callback Information view header of Callback interactions. Example #FFFFFFFF for white color.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

callback.callback-types-business-attribute

[Added: 8.5.111.21]

  • Default Value:
  • Valid Values: A valid Business Attribute Name.
  • Changes take effect: At the next interaction.
  • Description: A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as available "Callback Types" when scheduling a Callback.

callback.gms-url

[Added: 8.5.111.21]

  • Default Value: ""
  • Valid Values: A valid URL in the following format: http://<gms-host>:<gms-port>/
  • Changes take effect: At next callback request.
  • Description: Specifies the URL of the Genesys Mobile Server (GMS) that will be used for Callback requests.

callback.ringing-bell

[Added: 8.5.115.17]

  • Default Value: Sounds\Ring.mp3|10|-1|primary
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. All special characters that are valid Windows file names.
  • Changes take effect: At the next interaction.
  • Description: Specifies the path of the sound file that is played when a Callback Preview Invitation is delivered to the agent, for example: Sounds\Ring.mp3|10|-1|primary

The value has three components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

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This page was last modified on October 26, 2018, at 06:33.