Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether Interaction Server should revoke an interaction from the agent or agents when one of the following requests for the interaction is received: Pull, Hold, or Change Properties (with new queue). When true, revoking can still be prohibited at the request level by adding an integer key-value pair (‘revoke-from-agent’, 0) in the extension of the corresponding request.
Valid Values: List of queue names separated by comma
Changes Take Effect: Immediately
Specifies a list of queues for completed interactions. When an interaction is placed into one of these queues, the CompletedAt timestamp is set.
Interaction Server Configuration
iWD 9.0 supports single Interaction Servers or clusters via a cluster proxy.
Single Interaction Server
If you are an existing eServices customer, and Interaction Server and its databases are already installed and configured for your environment, please check the items in the iWD-Specific Configuration section, then you can proceed with installation of other iWD components.
Please install Interaction Server by using the procedures in the eServices Deployment Guide.
A Multimedia Switching Office and Multimedia Switch must be created in Genesys Configuration Database, to support Stat Server and URS operations. Refer to the eServices Deployment Guide for more details on these topics.
Interaction Server database configuration
If you use PostgreSQL DBMS for Interaction Server, make sure parameter STANDARD_CONFORMING_STRINGS is turned ON for the Interaction Server database. To change this parameter without affecting the rest of your database server you can set it directly for the user by which Interaction Server accesses its database. Here is an example SQL command:
ALTER USER <ixn_db_user> SET STANDARD_CONFORMING_STRINGS TO ON;
where <ixn_db_user> is the user that is configured in Interaction Server's DAP configuration object.
For automatic update procedures to be carried out by iWD Plugin for GAX, you must provide the JDBC connection URL to the Interaction Server database by following these steps:
- Using GAX, open Interaction Server's DAP configuration object.
- Open the Application Options tab.
- Create a new option: jdbc / url / <IXN_RDBMS-specific-JDBC-URL>
There is a specific Interaction Server configuration option named completed-queues that specifies a list of queues for completed interactions. When an interaction is placed into one of these queues, the CompletedAt timestamp is set for that interaction. This is also the timestamp that will be used to calculate the Age of the interaction that is displayed on the Global Task List. This option, if it is not already present, will be added for you automatically by using the Configure Ixn Custom Properties feature (formerly in iWD Manager but moved to the iWD Plug-in for GAX from release 9.0). However, this will only add the iWD_Completed queue to the option. You might want to add other queues to this option, based on how you want this Age to be calculated. For example:
- When using the iWDBP for IRD you may wish to set it to: iWD_Completed, iWD_Canceled, iWD_Rejected
- When using the iWDBP for Composer you may wish to set it to: iwd_bp_comp.Main.iWD_Completed, iwd_bp_comp.Main.iWD_Canceled, iwd_bp_comp.Main.iWD_Rejected
- Section: [settings]
- Option name: completed-queues
- Valid Values: Comma-separated list of queue names
From Interaction Server 8.1.2, a configuration option, enable-revoke-from-agent has been provided to support enhancements to task management in the Global Task List. Specifically, this option allows an Assigned interaction to be revoked from an employee desktop when the interaction is put on hold, canceled, or completed, from the Global Task List or through an integrated capture point.
Interaction Server Clusters
iWD 9.0 supports connection to one of the following:
- Interaction Server (as described in previous section Single Interaction Server)
- Interaction Server Proxy
- Interaction Server Proxy cluster
This support requires minimum versions of 8.5.106.x of Interaction Server and 8.5.107.x of Interaction Server Proxy.
Deployment of Interaction Server Proxies, Interaction Server clusters and Interaction Server Proxy clusters is described in the eServices Deployment Guide.
When a Tenant for an iWD Solution is created (see Creating the Tenant) add a connection to this new Tenant from any newly created Interaction Servers, Interaction Server Proxies and Interaction Server Proxy clusters.