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allow-duplicated-kvp

Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.201.05

With a value of "false", Chat Server will return an error when any duplicated key-value pairs (for example, pairs with the same key name) in userdata or event attributes in chat protocol requests are provided. With a value of "true", Chat Server will ignore such conditions (and will use the value from the latest key-value pair). Attention: While the backward compatibility default value is set to "true", it is recommended it be set to "false" for more controlled behavior.

async-idle-alert

Default Value: 86400
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies an inactivity alert timeout (in seconds) which will be enabled only for async chat sessions. The inactivity timeout is set (or reset) for a session after any of the following activities: agent joined or left, any chat participant sent a message or a notice (as defined by "async-idle-notices"). If no qualifying activity is detected during this timeout, Chat Server:
  • Sends the IDLE_CONTROL_ALERT notice with a message specified by the value of the "message-alert" option (in the section [inactivity-control]).
  • Updates the interaction properties: GCTI_Chat_AsyncStatus=3 and GCTI_Chat_AsyncCheckAt={time to check interaction at}.
  • Starts the timeout specified by the value of the "async-idle-close" option.

async-idle-close

Default Value: 3600
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies, in seconds, a timeout that starts after "async-idle-alert" (enabled only for async chat sessions). If any qualifying activity occurs, (see "async-idle-alert" for a description of what qualifies as activity), the timeout stops and "async-idle-alert" timer is reset. If no qualifying activity is detected during this timeout, Chat Server:
  • Sends the IDLE_CONTROL_CLOSE notice with a message specified by the value of the "message-close" option (in the section [inactivity-control]).
  • Closes the chat session.

async-idle-notices

Default Value: major
Valid Values: none, major, typing, all
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies which notifications count as async chat session activity for the purpose of inactivity control.
  • all: All user notifications are included (custom, push URL, typing on/off, update nickname).
  • major: Only major notifications are included (push URL, file uploaded, file deleted).
  • none: All notifications are excluded.
  • typing: Only major and "typing on" notifications are included.

attach-session-statistics

Default Value: none
Valid Values: all, fired, none
Changes Take Effect: Immediately


Enables calculating various statistics and attaching them to the interaction's user data at the end of the chat session. Possible values are:
  • none: Do not attach anything.
  • all: Attach all possible statistics (both encountered and non-encountered).
  • fired: Attach only statistics that were encountered during the course of the chat session.
Note: Genesys recommends that you not change the value of this option from the default (none) unless required by other solutions, such as Reporting.

connection-down-report-scs

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


With a value of 'false', Chat Server does not send a 'SERVICE UNAVAILABLE' notification to Solution Control Server when Chat Server detects disconnection from Interaction Server and/or UCS. This can prevent Chat Server from switching over when configured as primary/backup.

flex-disconnect-timeout

Default Value: 45
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies timeout (in seconds) after which Chat Server disconnects an inactive web (flex) chat client. Inactivity is defined as the absence of protocol requests, not the absence of messages.

flex-no-agents-timeout

Default Value: 0
Valid Values: Any integer from 0-1728000
Changes Take Effect: Immediately


Specifies timeout (in seconds) after which Chat Server disconnects web (flex) chat client if there are no agents in the chat session.

flex-push-enabled

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


Enables or disables new connection registrations for push-flex notifications. Push-flex notifications are used by the web API for CometD and push messaging on mobile devices.

flex-push-timeout

Default Value: 300
Valid Values: Any integer from 1-1728000
Changes Take Effect: Immediately
Introduced: 8.5.202.09 (Restricted); 8.5.301.06 (Generally Available)

Specifies timeout (in seconds) after which Chat Server sends ping notification for push-flex connected client. If no request from the client is submitted within the next "flex-push-timeout", Chat Server disconnects an inactive web (flex) chat client. Inactivity is defined as the absence of protocol requests, not the absence of messages

hide-attached-data

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


Prohibits or allows the printing of (attached) user data in the log output. A value of true prohibits printing.

identify-create-contact

Default Value: -1
Valid Values: -1, 0, 1, 2, 3
Changes Take Effect: Immediately


If this option is set to '-1', Chat Server searches user data for 'IdentifyCreateContact' and sends the value of that parameter to UCS to determine whether to carry out contact identification. If this option is set to '0', Chat Server does not send the parameter 'IdentifyCreateContact' to UCS. For all other values (1-3) Chat Server sends those values to UCS (thus overwriting any value specified by 'IdentifyCreateContact' in the user data).

Note: UCS accepts the following values for 'IdentifyCreateContact':

  • 1: No attempt to identify the contact and no creation of a contact.
  • 2: Contact identification is attempted but if no contact is found a new one is not created.
  • 3 (default): Contact identification is attempted and if no contact is found a new one is created.
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illegal-xml-char-mask

Default Value:


Valid Values: Any character
Changes Take Effect: Immediately


Specifies the character that replaces illegal XML characters in incoming data from Chat Server clients. If more than one character is specified, the first one is used. If this option is empty, Chat Server does not replace illegal characters. Note that the presence of illegal characters could lead to failure of the request, followed by an error reply from Chat Server.

ixn-resend-attempts

Default Value: 10
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately


Specifies how many times Chat Server resends "Update" and "Stop" requests to Interaction Server. If a request fails due to a recoverable reason or because the timeout expires, Chat Server continues to send the request until it reaches the total specified number of attempts. Debugging purposes only: Set this option to "0" to completely disable sending these requests to Interaction Server.

ixn-resend-delay

Default Value: 1
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately


Specifies how long, in seconds, Chat Server waits before resending "Update" and "Stop" requests to Interaction Server for the first time if the initial request failed due to a recoverable reason or because the timeout expired. For each subsequent resend, the current delay is multiplied by two. For example, if the current delay is four seconds and a resend occurs, the following delay is set to eight seconds. If there is another resend, the delay is set to 16 seconds. Set this option to "0" to disable requests resending.

limit-average-interval

Default Value: 15
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately


Specifies the interval, in seconds, for calculating the average time it takes Chat Server to process an incoming request. A value of "0" disables the calculation. This interval is used to calculate the value for the option "limit-for-reply-delay".

limit-for-flex-users

Default Value: 1001
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately


Defines the maximum number of flex users that Chat Server handles simultaneously.

limit-for-reply-delay

Default Value: 2000
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately


Specifies the maximum possible delay, in milliseconds, required for Chat Server to process an incoming request. The delay is calculated as an average value over an interval defined by the option "limit-average-interval".

limit-for-sessions

Default Value: 1000
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately


Defines the maximum number of chat sessions that Chat Server handles simultaneously.

limits-control-enabled

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


Enables (true) or disables (false) load restriction for Chat Server.

limits-reached-report-scs

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


With a value of "false" Chat Server does not send "SERVICE UNAVAILABLE" notifications to Solution Control Server when Chat Server reaches any of its configured load limits. This can prevent Chat Server from switching over when configured as primary/backup.

limits-restore-threshold

Default Value: 80
Valid Values: Any integer from 0-100
Changes Take Effect: Immediately


Specifies the level (as percentage of maximum value) which metric must drop below in order to restore the service.

log-suppress-ping-activity

Default Value: never
Valid Values: never, always, selective
Changes Take Effect: Immediately


Enables omission of flex protocol "ping" (i.e. empty Refresh request/replies) activity from logs.
  • never: Do not suppress "ping" activity.
  • always: Completely suppress "ping" activity.
  • selective: Suppress "ping" activity except for non-empty replies (flex eventStatus).

max-waiting-requests

Default Value: 500
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately


Specifies the maximum number of sessions which reside in a waiting state after being created. A waiting state is defined as waiting for an agent to join the chat session. A value of 0 means that Chat Server will not create any new sessions.

message-log-print-size

Default Value: 0
Valid Values: Any integer from 0-7000
Changes Take Effect: Immediately


Specifies the number of characters from the whole client message that the log prints, starting from the beginning of the message.

report-silent-monitoring

Default Value: none
Valid Values: none, all, agents, clients
Changes Take Effect: Immediately


Specifies how Chat Server notifies chat session participants that the chat is being monitored. Possible values:
  • none: notification is disabled.
  • all: notifies both agent and client participants.
  • agents: notifies only agent participants.
  • clients: notifies only client participants.

security-token-size

Default Value: 20
Valid Values: Any integer from 1-1000
Changes Take Effect: Immediately


Specifies the number of characters for crypto-random generated security tokens used in chat protocols (the secureKey property).

send-typing-notice-back

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


Enables/disables sending typing notification event in transcript which is sent back to the client. Attention: For backward compatibility value must be set to "true".

server-reply-timeout-ixn

Default Value: 35
Valid Values: Any integer from 1-86400
Changes Take Effect: Immediately


Specifies how long (in seconds) Chat Server waits for a reply from Interaction Server. If no reply is received within the specified timeout, Chat Server considers the corresponding request to have failed.

server-reply-timeout-ucs

Default Value: 35
Valid Values: Any integer from 1-86400
Changes Take Effect: Immediately


Specifies how long (in seconds) Chat Server waits for a reply from UCS. If no reply is received within the specified timeout, Chat Server considers the corresponded request to have failed.

server-session-nickname

Default Value: system
Valid Values: Any string
Changes Take Effect: Immediately


A name to impersonate Chat Server in chat sessions when Chat Server performs specific actions on the chat session (such as inactivity control monitoring).

session-password-enforce

Default Value: never
Valid Values: never, all, flex, clients, agents
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies how Chat Server enforces the password when a participant joins the chat session. Possible values:
  • never: session password verification is disabled.
  • all: require password when any user joins a session.
  • flex: require password when flex protocol user joins a session.
  • clients: require password when a client (flex protocol user or basic protocol user of type "CLIENT") joins a session.
  • agents: require password when an agent (basic protocol user of type "AGENT") joins a session.

session-restoration-gap

Default Value: 100
Valid Values: Any integer from 1-1000000
Changes Take Effect: Immediately


Specifies the maximum gap between adjacent event IDs allowed when restoring a chat session from the UCS transcript (in HA mode). If the gap exceeds the specified value (that is, too many events are missing), Chat Server does not restore the chat session. This option allows for additional control of the integrity of chat transcripts.

session-restoration-mode

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).

stop-abandoned-interaction

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: 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.

transcript-auto-save

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


If this option is set to 1 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 notification for basic clients.

transcript-cleanup-action

Default Value: replace-digits
Valid Values: none, replace-all, replace-digits
Changes Take Effect: Immediately
Modified: 8.5.103

Specify how sensitive data is masked out. Possible values:
  • none: no data is masked out, but Chat Server prints a notice in the log that sensitive data was found.
  • replace-all: all symbols in the substring (matched by regular expression) are replaced.
  • replace-digits: only digits in the substring (matched by regular expression) are replaced.

In release 8.5.103, this option was renamed default-spec and moved to the [transcript-cleanup] section.

transcript-cleanup-apply

Default Value: never
Valid Values: always, history-final, never
Changes Take Effect: Immediately
Modified: 8.5.103

Enables/disables masking out sensitive data in chat session messages. Possible values:
  • always: mask out sensitive data both in real-time and in transcript written to UCS.
  • history-final: mask out sensitive data only in transcript written to UCS.
  • never: disable this functionality.

In release 8.5.103, this option was renamed apply-area and moved to the [transcript-cleanup] section.

transcript-cleanup-mask

Default Value: An asterisk (*)
Valid Values: Any character
Changes Take Effect: Immediately
Modified: 8.5.103

Specifies the character that replaces sensitive data. If more than one character is specified, the first one is used.

In release 8.5.103, this option was renamed default-rep-char and moved to the [transcript-cleanup] section.

transcript-cleanup-typing

Default Value: none
Valid Values: any, message, none, notice
Changes Take Effect: Immediately
Discontinued: 8.5.103 (replaced by typing-preview in the transcript-cleanup section)

Enables/disables masking out sensitive data in typing notifications only (by replacing all digits with the character specified by "transcript-cleanup-mask"). Possible values:
  • any: mask out sensitive data both in message part and notice part of notification.
  • message: mask out sensitive data only in message part of notification.
  • none: disable this functionality.
  • notice: mask out sensitive data only in notice part of notification.

In release 8.5.103, this option was renamed typing-preview and moved to the [transcript-cleanup] section.

transcript-resend-attempts

Default Value: 10
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies how many times Chat Server tries to send "Update" and "Close" requests to UCS. If one request fails (with a recoverable reason), or a timeout expires, Chat Server continues to send requests until it reaches the total specified number of times. Setting this option to "0" completely disables sending these requests to UCS and should be used only for debug purposes. Note: When Cassandra is deployed, the resending of the "Update" request is configured by "retry-attempts" in Cassandra RAP.

transcript-resend-delay

Default Value: 1
Valid Values: Any integer from 0-86400
Changes Take Effect: Immediately
Modified: 8.5.301.06

Specifies how long, in seconds, Chat Server waits before resending "Update" and "Close" requests to UCS for the first time if the initial request failed due to a recoverable reason or because the timeout expired. For each subsequent resend, the current delay is multiplied by two. For example, if the current delay is four seconds and a resend occurs, the following delay is set to eight seconds. If another resend occurs, the delay is set to 16 seconds. Set this option to "0" to disable resending requests. Note: When Cassandra is deployed, the resending of the "Update" request is configured by "resent-delay" in Cassandra RAP.

transcript-save-notices

Default Value: selective
Valid Values: all, none, selective, selective2
Changes Take Effect: Immediately


Specifies which notifications are saved in the transcript in the UCS database.
  • all: All notifications are saved in the transcript.
  • none: No notifications are saved in the transcript.
  • selective: All notifications except typing notifications (USER_TYPING_ON and USER_TYPING_OFF) and idle control notifications (IDLE_CONTROL_ALERT and IDLE_CONTROL_CLOSE) are saved in the transcript.
  • selective2: All notifications except typing notifications (USER_TYPING_ON and USER_TYPING_OFF) are saved in the transcript.

transcript-save-on-error

Default Value: continue
Valid Values: continue, close
Changes Take Effect: Immediately


Specifies how to process an unrecoverable error from Universal Contact Server in the course of a chat session (when updating the transcript). The possible actions are to continue, or to close the chat session.

use-contact-server

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.

user-register-timeout

Default Value: 25
Valid Values: Any integer from 1-86400
Changes Take Effect: Immediately


Specifies the timeout, in seconds, during which the chat client must send a registration/login request before it is disconnected. This option is intended for debugging Web Applications. It has almost no practical use in a regular environment.

web-user-max-messages

Default Value: 100
Valid Values: Any integer from 0-1000000
Changes Take Effect: Immediately


Sets a limit on the number of messages a web user can submit during a session. This limit prevents the transcript from growing too large, thus reducing the over-consumption of RAM as well as Universal Contact Server database space.

xml-request-max-size

Default Value: 32768
Valid Values: Any integer from 200-104857600
Changes Take Effect: Immediately


Sets a limit on the size of incoming XML packets. This limit helps prevent Chat Server from hanging during XML parsing of overly large amounts of incoming data.

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This page was last modified on 24 April 2015, at 13:35.