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Voice - User Terminated Section



  


_agent_disposition_timeout

Default Value: 45
Valid Values: integer
Changes Take Effect: Immediately


Time duration allowed for the agent to take action on the Agent Disposition dialog.

_agent_first_via_rp

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

Enables dialing of the call from the route point (set in the _route_point option) in a user-terminated scenario connect to agent first where the agent preview mode is disabled. Otherwise, the call will be dialed directly from the agent's DN.

This option is mandatory.

_agent_first_via_tg

Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, enables the call dialing from the trunk group (configured in the _trunk_group option) in the following user-terminated scenario. When the trunk group dials the call to the customer, it makes a call to the agent first where the agent preview mode is disabled, and the agent can consult the call to the customer. Finally, the agent can merge the two calls. If the option is false, the call is dialed from the agent's DN.

_agent_preview

Default Value: false
Valid Values: Boolean

Changes Take Effect: Immediately


Enables Agent Preview. If set to true, the Preview Dialog with caller information is displayed to the agent.

_agent_preview_allow_reject

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


Allows the agent to reject the call in the preview dialog.

  • If the option is set to 0, the preview dialog does not display the reject button.
  • If the option is greater than 0, its value determines the number of times that an agent can reject the service request; the reject option will not be displayed to the next agent.

_agent_preview_data

Default Value: Value 1,Value 2,Value 3,Value 4,Value 5
Valid Values: string
Changes Take Effect: Immediately


Comma-separated ordered list of values to be displayed in the agent preview dialog.

_agent_preview_set_notready_reason

Default Value: N/A
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.201.04

String representation of a numeric value. If you configure this option and if _agent_preview_timeout_set_notready = true, it will be used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent.

_agent_preview_timeout

Default Value: 30
Valid Values: Integer (seconds)
Changes Take Effect: Immediately


Duration in seconds that the agent has to preview the callback information and submit a reply. The Preview dialog will automatically close after this timeout and submit a reject from the agent. In this scenario, the call will go back in the queue. During this period, the agent is reserved for the Callback interaction and is not an eligible target for other interactions; therefore, Genesys recommends to evaluate carefully when extending this timeout beyond 30 seconds (default).

_agent_preview_timeout_set_notready

Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, and if the agent does not accept or reject the callback preview invitation in time (defined in the _agent_preview_timeout option), the agent status changes to NOT READY. Additionally, if you configured the _agent_preview_set_notready_reason option, this reason is used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent. If false (default), the agent status will not change.

_agent_preview_via_rp

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


If set to true, in an agent preview scenario, the call will be dialed from the route point specified by the _route_point option. Otherwise, the agent DN will make the call.

This option is mandatory.

_agent_reject_retry_timeout

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


Time (in seconds) to wait after the agent rejects the service request prior to putting it back in the queue. While waiting, the callback status is set to QUEUED.

_call_timeguard_timeout

Default Value: 15000
Valid Values: integer
Changes Take Effect: Immediately


Time duration (ms) for CPD (Call Progress Detection) to wait for a response. Setting this value to a low value may result in incorrect call state being returned.

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

_calling_party_display_name

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


Name to be displayed on the customer's device when the call arrives. This value will take effect only if you set up _calling_party_number.

_calling_party_number

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


Number to be displayed (Caller ID) on the customer's device when the call arrives at the device

_cb_dim_channel

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


Callback origination channel that will be reported as part of the callback reporting. This option is generally applicable when one service is used for several channels.

_cpd_enable

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


Enables CPD. If this option is set to true, CPD will be performed on a callback made to the customer.

  • If CPD results in a human or silence detection, the call will be routed to the agent.
  • If a fax is detected, the call will be disconnected and marked complete.
  • If an answering machine is detected, the answering machine treatment is played.


This option is mandatory.

_dial_retry_timeout

Default Value: 300
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.106.16

Time to wait (seconds) between retries to reach the customer.

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.

_disposition_userevent_mediatype

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


Media type for the agent disposition user event generated by the callback application. This option supports an integer value (ENUM) as per TLib specification for Media Types. This option is required when _enable_disposition_dialog is set to true.

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

_enable_disposition_dialog

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


If set to true, after a callback is completed (interaction deleted) agent is shown a dialog to specify the disposition of the call and schedule a retry as necessary.


This option is mandatory.

_ixn_createcall_hints

Default Value:
Valid Values: JSON-formatted string
Changes Take Effect: Immediately
Modified: 8.5.108.02

Set the hints parameter of the scxml ixn:createcall request for the outbound callback.

  • In versions prior to 8.5.108.02, you can use this parameter to override the default CPD behavior and, in this scenario, the _cpd_enable flag is ignored.
  • Starting in 8.5.108.02, you can use this parameter to merge the default CPD behavior and, in this scenario, the _cpd_enable flag is ignored. If you do not set this option, Callback adds the default value to the _ixn_createcall_hints parameter.
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_ixn_createcall_timeout

Default Value: 32
Valid Values: Integer
Changes Take Effect: Immediately


Timeout (in seconds) to wait for the interaction creation.

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.

_max_dial_attempts

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


Maximum number of attempts to call the customer.

_on_user_confirm_timeout

Default Value: CONNECT-ANYWAY
Valid Values: CONNECT-ANYWAY, CANCEL
Changes Take Effect: Immediately


Selects the action to perform if the user does not submit his or her confirmation in response to the push notification.

  • CONNECT-ANYWAY will continue with the call.
  • CANCEL cancels the service request.

_plugin_on_dial_associate_ixn

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


True to allow the ORS session executing the custom plugin to control the call (interaction). This enables the plugin to perform some advanced actions which require the session to be in control of the interaction.

Important
Applicable only if the _plugin_on_dial_url option is set.

_plugin_on_dial_invoke_on_call_failed

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


True to allow the custom plugin to be invoked even when the dialed call to the customer has failed by not being answered by a human.

Important
Applicable only if the _plugin_on_dial_url option is set.

_plugin_on_dial_timeout

Default Value: 120
Valid Values: integer
Changes Take Effect: Immediately


Maximum time limit (in seconds) for the plugin to send an asynchronous response to the GMS Callback Service.

_plugin_on_dial_url

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


URL of the SCXML custom plugin to execute various custom scenarios after a user terminated callback is dialed; these scenarios depend on the state of the call. By default, there is no value for this option and the plugin execution is disabled.

_prefix_dial_out

Default Value: 9
Valid Values: Integer
Changes Take Effect: Immediately


Prefix required to perform a user-terminated (outbound) call from the system.

_preview_userevent_mediatype

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


Media type for the agent preview user event generated by the callback application. This option supports an integer value (ENUM) as per TLib specification for Media Types. This option is required when _agent_preview_enable is set to true.

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

_route_point

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


Route point from which the system can create a user-terminated (outbound) call.

This option is mandatory.

_trunk_group

Default Value:
Valid Values: routing_point
Changes Take Effect: Immediately
Introduced: 8.5.201.04

Trunk Group from which the system can create a user-terminated (outbound/inbound) call. If you configured _agent_first_via_tg = true, this option is mandatory.

_userterminated_first_connect_party

Default Value: CUSTOMER
Valid Values: CUSTOMER, AGENT
Changes Take Effect: Immediately


First party to connect when _call_direction is set to USERTERMINATED. Set this option to CUSTOMER to call the customer first; set this option to AGENT to call the agent first.

This option is mandatory.

_vq_for_outbound_calls

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


Virtual Queue (alias) to which the real call is momentarily queued. Setting this option allows reporting systems, which depend on Virtual Queue events, to gather all the required information related to outbound calls.

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This page was last modified on 17 May 2017, at 07:40.