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Specifying Field Value Parameters

Important
This section does not apply if you are a current user of VCC CTI Adapter for Salesforce.

You can specify the following field value parameters, as shown in the graphic and as described in the Field Value Parameters table below, in the Contact Center Definition .xml file once this definition file is imported:

Call Center Edit Screen Example

Field Value Parameters Table

Field Value Parameter Name Definition
General Information Section

InternalName

The file name that the system uses to identify the file. This parameter name must be unique.

Display Name

The file name that is displayed. This parameter cannot be changed.

CTI Adapter URL

Enter the CTI Adapter URL, which must be

https://premier.angel.com/ui/crm-adapter/index.html?crm=salesforce

Use CTI API

Enter a value of true to use the provided CTI API or a value of false to not use this API.

Softphone Height

The height of the SoftPhone.

Important
Do not change the value of this parameter unless requested by Genesys Customer Care.

Softphone Width

The width of the SoftPhone.

Important
Do not change the value of this parameter unless requested by Genesys Customer Care.
Dialing Options Section

Outside Prefix

The value of the prefix used for outbound calls — for example: 9.

Important
Do not change the value of this parameter unless requested by Genesys Customer Care.

Long Distance Prefix

The value of the prefix used for outbound long distance calls — for example: 1 for long distance calls within North America.

Important
Do not change the value of this parameter unless requested by Genesys Customer Care.

International Prefix

The value of the prefix used for outbound international calls — for example: 01 for international calls originating from North America.

Important
Do not change the value of this parameter unless requested by Genesys Customer Care.
Call Center Details Section

VCC Single Sign On Authentication Enabled

Enter a value of 1 to enabled single sign_on (SSO). You can enter a value of 0 to disable this feature.

Important
The VCC Single Sign On Authentication Enabled option is only possible when:
  • Single sing-on (SSO) is not available without first installing the Gplus Adapter for Salesforce package. (Contact your account representative, if you wish to activate this feature.)
  • The VCC Agent Login ID and the Salesforce User ID are the same.

VCC Server Address

Enter the VCC Server Address, which must be

https://vcc3.angel.com/api/v2

Agent Login Timeout

The time after which the agent login credentials will expire and the agent will need to re-enter their credentials upon refreshing the browser page.


Local Logging Enabled

This is the value to enable the browser logging for the session. Set to 1 unless requested by Genesys Customer Care.

  • Setting this value to 1 enables a separate pop-up window with an adapter log output (make sure to enable popups to allow this parameter to function properly).
  • Setting the value to 0 (zero) disables the logging and must not be used unless requested by Genesys Customer Care.

Confirm Agent Transfers

This parameter controls whether or not a confirmation box is shown upon call transfers. Setting this parameter to true enables a browser popup that contains information that a transfer is about to happen.


Agent Wrap-Up Time

This parameter is the of the amount of time (measured in seconds) an agent has to complete extra work after a call before being put back into the Ready state.

Wrap-up time is set as the number of seconds before an agent is put back into the Ready state and is eligible to handle the next call in the ACD queue. Wrap-up time can also be set as untimed, so the agent must manually put themselves back into the Ready state. If the wrap-up time is set as timed (the number of seconds) then the agent can extend their After Call Work (ACW) time by selecting an ACW Reason Code.

This value is set using the Contact Center Settings view in VCC Dashboard.


Preprocess Outbound Numbers

This parameter controls whether the Adapter processes the phone numbers before requesting the platform dial. The value must always be 1.

Important
Do not change the value of this parameter unless requested by Genesys Customer Care.


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This page was last modified on April 22, 2016, at 01:59.