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Queue Management Section



  


_default_country

Default Value: US
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.107.19
Modified: 8.5.108.02

Sets the default country code as defined in ISO 3166. You must set this option if _disallow_impossible_phone_numbers or _disallow_premium_phone_numbers is enabled.

_disallow_impossible_phone_numbers

Default Value: true
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.107.19
Modified: 8.5.108.02

Disables callbacks for unreachable phone numbers that contain unexpected characters, cannot be parsed, or are too long for the specified country.

Important
If _disallow_impossible_phone_numbers is true, you must set the value of the _default_country option.

_disallow_premium_phone_numbers

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

Disables callbacks for premium numbers, such as 900 numbers in the USA. Premium US numbers are listed in Wikipedia and are often called a 900 number or a 1-900 number ("one-nine-hundred"). The customer phone number is checked according to the country configured in the _default_country option.

Important
If _disallow_premium_phone_numbers is true, you must set the value of the _default_country option.

_enable_in_queue_checking

Default Value: true
Valid Values: true, false, strict
Changes Take Effect: Immediately
Introduced: 8.5.109.05
Modified: 8.5.111.04

  • If true, prevents the callback creation if the same customer number has already two callbacks in the queue.
  • If strict, prevents the callback creation if the same customer number has already one callback in the queue.
  • If false, does not check whether the customer is already in queue when creating the callback.

This option applies to both immediate and scheduled callbacks.

_enable_reject_out_of_office_hours

Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, rejects callbacks creation when the desired time is out of the configured office hours; no that the rejection is taking into account the Estimated Wait Time of the created callback.

_enable_throttle_header_parameters

Default Value: true
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.111.04

If true, applies the throttling to the header parameters that are configured in the _throttle_request_parameters option. You can configure two types of parameters in the _throttle_request_parameters option:

  • Callback request body's parameters
  • Callback request header's parameters.

If the same parameter name exists in both header and body with different values, and if this option is set to true (default), the system applies the throttling to the header value and ignores the body value.


For example, let's consider _throttle_request_parameters=_customer_number, user_id, where user_id is a parameter passed in the Callback request header and where _customer_number is passed in the request as a body parameter. If _enable_throttle_header_parameters=true, by default, the system will allow a maximum of 6 immediate callback requests issued from the same user_id per day (24 hours). If set to false, there is no restriction for the callback requests issued from the same user_id.

_filter_keys

Default Value: _callback_state,_callback_reason,_request_queue_time_stat,_request_ewt_service,_vq
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately
Introduced: 8.5.114.09

Defines a list of filtering keys that can be passed in the Query Callback by Queues query of the Callback API.

_fix_plus_on_int_phone_numbers

Default Value: true
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, fix international phone numbers in the _customer_number parameter, by adding the '+' sign if missing.

_max_queued_callbacks_per_service

Default Value: 1000
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.108.02

Maximum number of queued callbacks per service. By default, this limit is set to 1000.

_queue_ping_ors_period

Default Value: -120,-2
Valid Values: string
Changes Take Effect: Immediately


Defines the time range in minutes to ping ORS for resubmission. The default range means that GMS will poll from (now() - 120min) to (now() - 2min). Must be within the _queue_poll_period range.

_queue_poll_period

Default Value: -120,120
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.107.19

Defines the time range in minutes to pick callbacks in queue from the current time. The default range means that GMS will poll from (now() - 120min) to (now() + 120min). For performance reasons, polling is done on a small period of data to avoid system overloading. As a rule of thumb, the fetched period should not contain more than 1000 callbacks to process/ping (overall, taking all virtual queues in account) in the 60-seconds default interval configurable using the queue-polling-rate option.

_queue_poll_period_recovery

Default Value: -1440,-120
Valid Values: Range
Changes Take Effect: Immediately
Introduced: 8.5.107.19

Defines the time range in minutes to pick callbacks in queue from the current time for the recovery period. Callbacks in SCHEDULED status are picked for submission; other callbacks in active states are ping on ORS sessions and re-submitted if failed. The default range means that GMS will poll from (now() - 1440min) to (now() - 120min).

_returned_keys

Default Value: _desired_time,_callback_state,_customer_number,_callback_reason,_ors_session_id,_time_scheduled,_time_updated,_time_cancelled
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately
Introduced: 8.5.114.09
Modified: 8.5.200.07

Specifies a list of keys whose values must be returned when fetching callback records with the Query Callback by Queues or Query by properties queries of the Callback Services API.

Note that the following keys are always returned: _id, _desired_time, _service_name, _callback_state, _expiration_time, _customer_number, _url, _callback_reason (optional), in addition to the keys defined in the _customer_lookup_keys option.

In 8.5.200.07, the following keys were added to the default value of this option: _time_scheduled, _time_updated, _time_cancelled

_statistic_ewt_upper_bound

Default Value: 86400
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.200.07

Specifies the maximum EWT possible value. If computed EWT is higher than this value, it is set to upper bound.

_throttle_callbacks_per_service_1

Default Value: 500
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.109.05

Specifies the maximum number of callbacks per service for the duration set in _throttle_ttl_1. A second limitation can be introduced with the options _throttle_callbacks_per_service_2 and _throttle_ttl_2. Genesys recommends using these options to prevent a high rate of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes or 1000 callbacks in 1 hour, use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

_throttle_callbacks_per_service_2

Default Value: 1000
Valid Values: integer
Changes Take Effect: Immediately


Specifies the maximum number of callbacks per service for the duration set in _throttle_ttl_2. A second limitation can be introduced with the options _throttle_callbacks_per_service_1 and _throttle_ttl_1. Genesys recommends using these options to prevent a high rate of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes or 1000 callbacks in 1 hour, use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

_throttle_customer_number_limit

Default Value: 6
Valid Values: Any integer
Changes Take Effect: Immediately
Dependencies: _throttle_request_parameters
Introduced: 8.5.109.05
Discontinued: 8.5.110.07

Specifies the maximum number of immediate callback requests that a given customer number can query per day. You can set the list of parameters to apply this throttling in the option _throttle_request_parameters.

Starting in 8.5.110.07, this option is discontinued. Use option _throttle_request_parameters_limit instead.

_throttle_request_parameters

Default Value: _customer_number
Valid Values: String
Changes Take Effect: Immediately
Introduced: 8.5.109.05

Specifies a comma-separated list of request parameters to which the _throttle_customer_number_limit option applies. For example, _throttle_request_parameters=_customer_number, _target

_throttle_request_parameters_limit

Default Value: 8
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.110.07
Modified: 8.5.111.08
Related Options: _throttle_request_parameters

Specifies the maximum number of immediate callback requests that a given customer number (or any other parameters configured in _throttle_request_parameters) can query per day. You can set the list of parameters to apply this throttling in the option _throttle_request_parameters.

In versions older than 8.5.111.08, the default value is 6.

_throttle_ttl_1

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


Specifies the duration in seconds used to limit the callbacks as specified in _throttle_callbacks_per_service_1. A second limitation can be introduced with the options _throttle_callbacks_per_service_2 and _throttle_ttl_2. Genesys recommends using these options to prevent a high rate of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes (300 seconds) or 1000 callbacks in 1 hour (3600 seconds), use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

If these pairs of conditions xx_1 and xx_2 are satisfied, the callback request should be throttled.

_throttle_ttl_2

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


Specifies the duration in seconds used to limit the callbacks as specified in _throttle_callbacks_per_service_2. A second limitation can be introduced with the options _throttle_callbacks_per_service_1 and _throttle_ttl_1. Genesys recommends using these options to prevent a high rate of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes (300 seconds) or 1000 callbacks in 1 hour (3600 seconds), use the following configuration:

_throttle_callbacks_per_service_1=500
_throttle_ttl_1=300
_throttle_callbacks_per_service_2=1000
_throttle_ttl_2=3600

If these pairs of conditions xx_1 and xx_2 are satisfied, the callback request should be throttled.

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This page was last modified on May 17, 2017, at 06:39.