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enable-revoke-from-agent

Section: settings
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.

completed-queues

Section: settings
Default Value:
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

Existing Deployments

If you are an existing eServices customer, and Interaction Server and its databases are already installed and configured for your environment, you can proceed with installing the iWD Runtime Node (Windows).

New Deployments

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.

completed-queues

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

enable-revoke-from-agent

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 Interaction Server clusters only via an Interaction Server Proxy cluster. Direct connection to a cluster is not supported.

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 clusters and proxies is described in the eServices Deployment Guide.

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This page was last modified on 19 December 2017, at 08:00.