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xml-request-max-size

Section: settings
Default Value: 32768
Valid Values: Any integer from 200-2147482624
Changes Take Effect: Immediately
Modified: 8.5.308.06

Sets a limit on the size (in bytes) of incoming XML packets. This limit helps prevent Chat Server from hanging during an XML parsing of overly large amounts of incoming data. The actual payload size (in symbols) could be estimated roughly as the XML packet size multiplied by 0.45.

session-shutdown-timeout

Section: settings
Default Value: 180
Valid Values: 30-1728000
Changes Take Effect: After restart


Specifies the length of time, in seconds, that will pass before an active chat session is terminated by the server. The session is terminated if, during this time span, there are no inbound or outbound messages and the chat events NewPartyInfo (a new party joined the chat) and PartyLeftInfo (a party left the chat) are not received.

session-restoration-mode

Section: settings
Default Value: none
Valid Values: none, simple
Changes Take Effect: Immediately


Allows ("simple") or prohibits ("none") Chat Server's processing of requests for session restoration (when Chat Server is working in high availability mode).

use-contact-server

Section: settings
Default Value: true
Valid Values: true, false
Changes Take Effect: At start/restart


If this option is set to true, Chat Server creates and updates records in the Universal Contact Server database for each session that is created. If set to false, Chat Server does not interact with Universal Contact Server.

transcript-auto-save

Section: settings
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately


If this option is set to 1 (recommended for HA) or 2, Chat Server sends the updated chat session transcript to Universal Contact Server after each submitted message. If set to 0, no UCS records are updated until the chat session ends. For the value 2, Chat Server also sends a special TRANSCRIPT_SAVE_DONE notification for basic clients (which can be used in custom agent desktops only).

stop-abandoned-interaction

Section: settings
Default Value: never
Valid Values: always, never, noagents, noanswer
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies how Chat Server handles chat interactions (in Interaction Server) when the chat session is finished. Possible values:

  • always: interactions are always stopped when the chat session is finished (not recommended value).
  • never: interactions are never stopped by Chat Server (recommended value).
  • noagents: interactions are stopped only if there are currently no agents or supervisors in the session (use value wisely).
  • noanswer: interactions are stopped only if no agents ever joined the session - in other words, the session was never answered (use value wisely).

Note: When the chat session is closing, it ignores the presence of bot participants when evaluating this option (in other words, bot participants are not considered "agents"). The legacy "true" and "false" values are also supported and converted to new values as following:

  • "false" is interpreted as "never"
  • "true" is interpreted as "noanswer"

By default, Chat Server does not stop any interaction after the chat session is finished. Instead, Chat Server updates the IsOnline interaction property to false and attaches reporting statistics. If your deployment includes Genesys Info Mart reporting, Genesys recommends that you set the value of this option to "noanswer", to enable accurate reporting of abandoned chats. In all other deployments, Genesys recommends that you set the value of this option to "never", and have the agent desktop and/or a workflow stop the interaction. Values other than "never" must be used cautiously, as stopping the interaction from Chat Server may lead to conflicts with updates from the agent desktop.

x-jsms-config-file

Section: channel-any_name_for_mms_mm7
Default Value: ./media-channel-drivers/channel-smsmms/jsms-mm7.conf
Valid Values: The full name of the jSMS configuration file
Changes Take Effect: After restart


Specifies the name and location of the configuration file for the jSMS implementation. If a full path is not specified, DMS searches its current (working) folder for the file. This option applies to jSMS drivers.

Deploying the Driver

Prerequisites

  • Digital Messaging Server 9.0.002.06 or later

Note for customers upgrading from SMS Server

If you are upgrading from SMS Server, you can deploy Digital Messaging Server with the SMS/MMS driver on the same port and host as your previous SMS Server installation. After deployment is complete, you can start DMS with the SMS/MMS driver with its own Social Messaging Server Application type.

Deploy Digital Messaging Server

Follow the installation procedure for Digital Messaging Server.

Install the driver

  1. Navigate to the folder that contains the installation package for Genesys Driver for SMS and MMS.
  2. Run the installation for Genesys Driver for SMS and MMS:
    On Windows, run setup.exe
    On Linux, run install.sh
  3. When prompted by the installation dialog, specify the proper Configuration Server parameters for your environment and select the desired Digital Messaging Server application.
  4. After installation, locate the SmsMmsDriver.cfg configuration file in the \<Digital Messaging Server application>\media-channel-drivers\channel-smsmms\Configuration folder.
  5. In GAX, open your Digital Messaging Server Application, go to the Options tab, and import options from the SmsMmsDriver.cfg file.

Configuration

All options are documented in the Options Reference. You must properly configure the x-jsms-config-file option before using the SMS/MMS driver. This option is required for MMS processing.

Configuring Chat Server

Genesys recommends that you use a separate Chat Server to handle SMS and MMS messages. Set the following Chat Server options:

Ensure that the following Chat Server options are set to their default values:

There is a limit on the concurrent chat sessions Chat Server can support at a time. It depends on the hardware and chat session scenario, but as a rule of thumb you can expect a maximum of 1,000 concurrent sessions on one Chat Server.

Endpoints

You must specify endpoints for inbound messages arriving from the media channel.

For example:

  • 1:sms_endpoint—Endpoint for regular interactions, which are processed in paging mode.
  • 1:sms_endpoint, 1:chat_endpoint—Same as above, plus an additional endpoint that Chat Server uses to place interactions in chat session mode

MSGA SMS900 Endpoint.png

Other configuration

  • Genesys recommends that you increase the default value of the session-shutdown-timeout option in DMS to 1800 (30 minutes).
  • Genesys recommends that you increase the default value of the xml-request-max-size option in Chat Server to 100 (kilobytes).

Uninstalling or upgrading the driver

To uninstall or upgrade the SMS/MMS driver, do the following:

  1. Stop the DMS application with the Genesys Driver for SMS and MMS. This can be done for example via GAX (or Services if using Windows).
  2. Uninstall the Genesys Driver for SMS and MMS application:
    • On Windows through Control Panel > Programs and Features.
    • On Linux by running the ./uninstall_custom.sh script from the media-channel-drivers/channel-smsmms/uninstall folder.
  3. Verify that the folder channel-smsmms was removed under folder media-channel-drivers.
  4. Install the new version of Genesys Driver for SMS and MMS, using the instructions above on this page.
  5. Start the DMS application with the Genesys Driver for SMS and MMS.
This page was last edited on May 6, 2019, at 17:35.
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