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_throttle_ttl_2

Section: callback
Default Value: 3600
Valid Values: Any positive integer
Changes Take Effect: Immediately


Added in: 8.5.109.05
Specifies the duration in seconds used for the callbacks limit set 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 high rates of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes, but not more than 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_ttl_1

Section: callback
Default Value: 300
Valid Values: Any positive integer
Changes Take Effect: Immediately


Added in: 8.5.109.05
Specifies the duration in seconds used for the callbacks limit set 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 high rates of callback requests in a given period of time. For instance, to set a limit of 500 callbacks in 5 minutes, but not more than 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

_booking_expiration_timeout

Section: Voice - User Originated
Default Value: 30
Valid Values: integer
Changes Take Effect: Immediately


Used to book the access number resource for a period of time. The customer needs to make the call within the specified timeout to ensure a successful match.

This option is mandatory.

_dial_retry_timeout

Section: Voice - User Terminated
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.

_max_queue_wait

Section: URS Queueing
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Maximum time (in seconds) for the virtual interaction to wait in queue prior to contacting the customer if the virtual interaction has not been selected for routing. If set to 0 (default), this option is ignored. If you set this option, configure _urs_ewt_estimation_method = ursdial.

This option only applies to user-terminated delayed scenarios where _userterminated_first_connect_party=CUSTOMER. If max-queue-wait is configured, and if its value is exceeded, the system adds the GMS_Max_Queue_Wait user data to the outbound interaction.

_target

Section: URS Queueing
Default Value: {specify your target here}
Valid Values: String
Changes Take Effect: Immediately
Modified: 8.5.108.02, 8.5.109.05, 8.5.109.08, 8.5.114.09

Routing target that specifies the agent/queue resource that will process this request.

  • Starting in 8.5.108.02, you can set multiple targets in this option, limited to 5.
  • Starting in 8.5.114.09, the limit is increased to 15.

Single Target

For a single target, format the string according to the URS target specification: <Target String>@<StatServer name>.<Target Type> where Target Type is one of the following:

  • A (Agent)
  • AP (Agent Place)
  • GA (Group of Agents)
  • GP (Group of Places)
  • GC (Campaign Group)

<Target String> can be a skill expression. In that case, <Target String> must start with '?:'.
For example:

  • Billing@StatServer.GA—Routes to Agent Group "Billing".
  • ?:English=20&;Loans=2@StatServer.GA—Routes to any agent matching the skill expression.

See the Universal Routing Server (URS) documentation for additional information about URS targets.

Multiple Targets

To set multiple targets, create a JSON-formatted string array of maximum 15 elements as follows:

[
    {
        "target": "<Target String>@<StatServer name>.<Target Type>",
        "timeout": "<integer>",
        "clear":<true/false>,
        "stat_to_check": "<stat name>",
        "stat_operator": "< or >",
        "stat_value": "1"
    }
]
  • The timeout property specifies how long to wait in seconds before switching of targets.
  • The stat_to_check property can be set to any of the values supported by the Statistics parameter passed to the IRD function SData(Target, Statistics), unless target is a skill expression. If target is a skill expression, you must choose one of the following values:
    • RStatAgentsReadyvoice—agents ready for voice media.
    • RStatAgentsReady—agents ready for any media.
    • RStatAgentsTotal—agents logged in.
  • The stat_value property specifies the threshold for the statistic passed in stat_to_check. If the condition set by the combination of stat_to_check, stat_operator, and stat_value is met, the current target is skipped, except if it is the last target of the list.
  • If clear=true, the target will be overridden when switching to the next target; if clear=false, the target will be expanded with the next target.
Important
If you set multiple targets in this option, then _urs_queued_ttl should be set to the total queue time across all targets.
more...

debug.fcm.apiKey

Section: push
Default Value: No default value
Valid Values: Any string
Changes Take Effect: After restart
Introduced: 8.5.114.09

Valid Firebase Cloud Messaging API key to use if debug=true.

fcm.title

Section: push
Default Value: No default value
Valid Values: Any string
Changes Take Effect: After restart
Introduced: 8.5.114.09

Firebase Cloud Messaging title for an event defined at the provider level.

more...

fcm.body

Section: push
Default Value: No default value
Valid Values: Any string
Changes Take Effect: After restart
Introduced: 8.5.114.09

Firebase Cloud Messaging body message for an event defined at the provider level.

more...

8.5.114.09

Genesys Mobile Services Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
12/20/17 General X X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • Digital Channels Chat V2 API with CometD now supports native push notifications through Google Firebase Messaging and Apple Push Notification Service. APNS support is limited to Legacy Binary Provider API. To enable Google Firebase Messaging, GMS Configuration includes the following new options:
  • The Android Sample app was extended to support:
    • Chat V2 features, that are now available in the CHAT-V2 scenario: File Transfer, Typing notifications, Typing preview.
    • Mobile Push Notifications to Android devices using Firebase Cloud Messaging (FCM)
    • ApiGee integration
  • Sensitive information such as phone numbers has been removed from the exceptions returned by the Callback API.
  • The GMS configuration options of the lab section were moved to the features section.



Resolved Issues

This release contains the following resolved issues:


GMS Digital Channels Chat API V2 and Chat API V2 with CometD for file transfer now support national characters in the names of downloaded files. Previously, if a user downloaded a file with national characters in the filename, these characters were missing from the saved filename. Note that this feature depends on browser support. It works for the latest version of Chrome 62, Safari 11 Firefox Quantum 57.0, Edge 16, and IE 11. Earlier browser versions may still save the filename without national characters. (GMS-5841)


The _target expansion is now limited to 15 and is no longer truncated in the invocation of the WaitForTarget IRD Strategy. Previously, the expansion was truncated and caused an error in the WaitForTarget IRD Strategy. This correction requires to update the WaitForTarget strategy to version 2.62. See the Upgrade Notes. (GMS-5829)


GMS no longer mishandles a customer hang up during the completion of the on dial plugin. (GMS-5766)


Now, if the system retries a call, it takes into account the _max_queue_wait value in addition to the _dial_retry_timeout value. The retry will occur after the time equals the sum of these two values. (GMS-5835)


User-originated callbacks no longer stay in QUEUED state if the call does not occur within the configured _booking_expiration_timeout. (GMS-5650)


The _throttle_ttl_1 and _throttle_ttl_2 options are now editable in the Configured Services tab of the GMS Service Management UI. (GMS-5640)


GMS is now able to submit ORS requests with filtered parameters using Oracle's Java Development Kit (JDK) version 7 or version 8. (GMS-5343)


GMS is now able to create new chat sessions over Chat V2 API with CometD on the Chat Server instance after modification of the Chat Server options. Previously, GMS did not allow to create a new chat session if the Chat Server options were modified. (GMS-5271)


Call results are now displayed correctly on GMS Admin UI. (GMS-5235)


For a callback service with the Agent Disposition dialog enabled, if the customer hangs up while the call is being transferred to an agent, the final callback status is now COMPLETED / ABANDONED_IN_QUEUE. Previously, the final callback status might have been COMPLETED / NO_AGENT_DISPOSITION. (GMS-5073)




Upgrade Notes

GMS now requires Interaction Routing Designer (IRD) 8.1.400.26 and Universal Routing Server (URS) 8.1.400.39. Upgrade these servers, and then import the latest GMS_URS_Strategy_85114_v2.62.zip strategy as detailed in the Callback Solution guide.

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This page was last modified on December 20, 2017, at 10:27.