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General Section



  


_agent_transfer_confirm_timeout

Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately


Maximum time to wait for call events (interaction.partystatechanged) related to the transfer of the call to the agent. If a transfer confirming or failing event is not received within this period, the transfer is assumed to have succeeded. Set this option value to zero to disable the timer. This timer should be enabled in rare conditions where the switch does not send confirmation events after the call redirection to an agent.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.


This option is mandatory.

_attach_udata

Default Value: single_json
Valid Values:
Changes Take Effect: Immediately


  • separate_keys – Each KVP data is attached as a separate key-value pair to the user event.
  • single_json – All KVPs are attached as a single stringified-JSON object to the GMS_UserData key in the user event.
  • gms_storage_id – Callback will attach the GMS service ID to the GMS_UserData userdata key and let the agent application retrieve the data from GMS.

_business_hours_service

Default Value: No default value
Valid Values: String
Changes Take Effect: Immediately


Name of the office hours service used to provide the available time slots for Callback. The Request Desired Time is verified against the defined regular and specific calendar hours.

_call_direction

Default Value: USERORIGINATED
Valid Values: USERORIGINATED, USERTERMINATED
Changes Take Effect: Immediately


This is a default value, automatically populated when using the predefined User-Terminated scenario. You do not need to change this value.

  • If this option is set to USERORIGINATED, the customer's device will initiate the call to get connected to the agent.
  • If this option is set to USERTERMINATED, the agent or the system will initiate the call to contact the customer.

_callback_events_list

Default Value:
Valid Values: String
Changes Take Effect: Immediately


Name of the Transaction List object defining the Callback events and data to notify; for example, GMS_Events.

_capacity_service

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


Sets a configured capacity service. Agent availability is verified against the defined capacity and capacity exceptions.

_customer_lookup_keys

Default Value: _customer_number
Valid Values: String
Changes Take Effect: Immediately


Comma-separated list of properties to track back customer callback requests. You must only specify identification numbers such as phone numbers, user names, and so on.
For example: _customer_number,_phone_number

_enable_status_notification

Default Value: false
Valid Values: false, subscribe_notify, notify
Changes Take Effect: Immediately


Enables the callback status notifications and defines the notification subscription for the Callback application.

  • false – The Callback Service assumes that the client application has already subscribed for status notifications.
  • subscribe_notify – The callback application will subscribe for status notification on behalf of the client application.
  • notify – The client application has already subscribed for status notifications.

This option will override the settings in the GMS events transaction list.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

This option is mandatory.

_exceptions

Default Value:
Valid Values: String
Changes Take Effect: Immediately


List of the exception patterns that should be verified before processing this callback request. See the Pattern configuration for details.

_ixn_redirect_confirm

Default Value: true
Valid Values: boolean
Changes Take Effect: Immediately


Enables agent confirmation for accepting the call. If you set this option to false, the system will not wait for confirmation when a call is redirected. You should set this option to false in rare conditions where the switch does not send confirmation events (such as interaction.partystatechanged) after the call redirection to an agent.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.


This option is mandatory.

_ixn_redirect_hints

Default Value:
Valid Values: JSON-formatted string
Changes Take Effect: Immediately


Sets the hints parameter of the scxml ixn:redirect request for routing the callback call to the agent. You can use this parameter to override the customer phone number presented to the agent. Use this parameter if the prefix applied to outbound numbers should not be displayed to the agent. For example, the outbound number displayed to the agent can be set as follows:

{"extensions": {"CPNDigits": "5551234"}}
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_mandatory_customer_lookup_keys

Default Value: _customer_number
Valid Values: string
Changes Take Effect: Immediately


Sets the comma-separated list of mandatory customer lookup keys that must be provided in the callback schedule request. This list can contain only identification keys such as phone numbers, user names, and so on.

_max_ors_submit_attempts

Default Value: 3
Valid Values: Integer
Changes Take Effect: Immediately


Maximum number of times that the request for execution will be submitted to ORS. When this number is reached, the request is removed from the persistent queue and discarded.

_max_time_to_wait_for_agent_on_the_call

Default Value: 3600
Valid Values: Integer (seconds)
Changes Take Effect: Immediately


Maximum period of time (seconds) to wait for the agent to accept and answer the call after the customer is connected.

_max_time_to_wait_for_ixn_delete

Default Value: 3600
Valid Values: integer
Changes Take Effect: Immediately


Duration (in seconds) that the callback in PROCESSING state will keep alive the interaction to be deleted. This value should be greater than 5 seconds and less than the specified _ttl value. To set this value, consider the requirements for features like the disposition dialog and the agent notifications that need GMS Callback to be running while callback is still in PROCESSING state.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_max_transfer_to_agent_attempts

Default Value: 5
Valid Values: integer
Changes Take Effect: Immediately

This option is mandatory.

Maximum number of attempts to transfer the call to the agent. If greater than 1, set the URS option on_route_error=try_other.

_media_type

Default Value: voice
Valid Values: String
Changes Take Effect: Immediately


Media type of the interaction that the service is expected to handle. This option enables URS to select an agent who has the appropriate media capabilities. This is a default value, automatically populated when using the predefined User-Terminated scenario. You do not need to change this value.

This option is mandatory.

_orig_service_id

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


Id of the service that originated the callback service request. For example: IVR service, web session service, and so on.

_paused_services_id

Default Value:
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.109.05

ID of the service in the Paused Service Transaction List. If you set this option, its value is used to look up the service in the Paused Service Transaction List. If you do not set any value, the service name is used instead.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_paused_services_list

Default Value: GMS_Paused_Services
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.109.05

Name of the Transaction list entry that controls pausing of callbacks.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_retain_session_until_ixn_deleted

Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Modified: 8.5.108.02

Retains the session until the interaction is deleted. Setting this parameter to true will enable the callback SCXML session to remain until the callback call is terminated. If set to false, and if the agent disposition is not enabled, the callback session will end after the call is connected to an agent. The latter is required if the agent will be transferring the call to another SCXML strategy.

_snooze_duration

Default Value: 300
Valid Values: integer
Changes Take Effect: Immediately


Period in seconds to snooze agent notifications. When the customer receives the agent availability notification, he or she can snooze the notification for the specified duration.


This option is mandatory.

_status_notification_target

Default Value:
Valid Values: String
Changes Take Effect: Immediately


Target to which to publish notifications according to the _status_notification_type notification type:

  • If _status_notification_type = httpcb, then set _status_notification_target to the target URL to which to push the notifications.
  • If _status_notification_type = orscb, then set _status_notification_target to the target ORS session ID.
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

This option is mandatory.

_status_notification_type

Default Value:
Valid Values: httpcb, orscb
Changes Take Effect: Immediately


Notification type to use when publishing the notification. You should use httpcb in most cases. Use orscb to publish notifications in Orchestration Server for advanced ORS-based customizations.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_ttl

Default Value: 86400
Valid Values: integer
Changes Take Effect: Immediately
Modified: 8.5.107.15, 8.5.109.05

Duration (in seconds) for which the service will be kept in storage after the Desired Time is passed (Time To Live). Once expired, the service is removed from the system. For example, if you want the callbacks to be visible in the Service Management UI for one week past the execution time, then you should set 7 days of Time To Live, which means _ttl=604800.

This option is mandatory.

_user_confirm_timeout

Default Value: 30
Valid Values: integer
Changes Take Effect: Immediately


Period in seconds to receive the customer response. If the customer does not reply in time, the system assumes that the customer did not reply: the notification was not received or was received but ignored.


This option is mandatory.

_wait_for_agent

Default Value: true
Valid Values: Boolean
Changes Take Effect: Immediately


True to wait for an agent to connect. If this option is set to true, the service will wait for the agent to initiate the interaction and to send the notification to the customer. If the option is set to false, the interaction can start right after the creation of the service instance. In voice scenarios, the access information will be returned immediately with the service ID.


This option is mandatory.

_wait_for_user_confirm

Default Value: false
Valid Values: Boolean
Changes Take Effect: Immediately


True to wait for confirmation of the customer's availability. If this option is set to true, the service sends a push notification to the customer's device to get confirmation that the customer is ready to have a conversation with the agent. This scenario is possible only if the _wait_for_agent option is set to true.

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This page was last modified on 17 May 2017, at 07:41.