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UCC Application Options

Configure these options in Genesys Administrator or Configuration Manager.

UC-Connector Section

Configure these options in the UC-Connector section of the UCC Application object.

audio-on-preview

Default Value: No default value
Valid Values: URL or file name
Changes Take Effect: Immediately
Specifies the location of the audio file that will be played when the Preview pop-up window is displayed.

audio-on-ring

Default Value: No default value
Valid Values: URL or file name
Changes Take Effect: Immediately
Specifies the location of the audio file that will be played when the Ringing pop-up window is displayed.

Important
The audio-on-ring and audio-on-preview options are only applicable when UC Connector is used in non-gateway mode (presence-gateway-mode is set to false).

chat-title

Default Value: Chat
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the name used for the Chat window. By default, the window uses the name Chat. You can use any other name for this section by changing the value of this option.

chat-consult-title

Default Value: Consulting Chat
Valid Values: Any string
Changes Take Effect: Immediately
Specifies the name used for the Chat window that opens for consultation chat interactions. By default, the window uses the name Consulting Chat. You can use any other name for this section by changing the value of this option.

dnd-off-timeout

Default Value: 300000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the duration, in milliseconds, that UC Connector will set an agent to Do-Not-Disturb (DND) if the Knowledge Worker rejects the Preview Notification.

Important
If UC Connector receives an agent state change event from SIP Server/T-Server (EventAgentReady, EventAgentNotReady, or EventAgentLogout) while the timer is active, then the timer will be cancelled.

enable-logout-menu

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether the log out menu item is displayed in the UC Connector GUI for the particular user, if no UC system configuration annexes are present in the Person configuration in CME.

enable-preview-reporting

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Related Feature: How It Works Reporting Events
When set to true, UC Connector creates records in ICON for the interaction Preview events accept, reject, timeout, or withdrawn due to another user in the group accepting the interaction.

Warning
Enabling this option will cause extra network traffic from UC Connector to T-Server/SIP Server, so you should check your network limits.

gla-call-match-window

Default Value: 4000
Valid Values: 20001500
Changes Take Effect: Immediately
Specifies the time window, in milliseconds, in which a T-Lib call is matched against a Lync call reported by GLA. Lync and T-Lib call events do not have a common reference and can only be matched by co-incidence in time.

gla-kpl-time

Default Value: 30
Valid Values: 4Integer greater than the value of gla-kpl-response-time
Changes Take Effect: Immediately
Specifies the interval, in seconds, between GLA keep alive messages being sent to UC Connector.

gla-kpl-response-time

Default Value: 4
Valid Values: 3Integer less than the value of gla-kpl-time
Changes Take Effect: Immediately
Specifies the expected time, in seconds, for UC Connector to respond to the keep alive messages sent by GLA. |

help-callcontrol-url

  • Default Value: No default value
  • Valid Values: a valid path to an .html file
  • Changes Take Effect: Immediately
  • Specifies the URL path to the .html help file that appears when the user clicks the Help button on the Call Control or Preview windows. For example, if you copy the sample Call Control Help file from the CD to the UC Connector installation folder, enter a path something like the following:

help/callcontrol.html

If you do not configure this option, the Help button does not appear.

If you are hosting your help file externally, use a fully qualified URL as the value for this option. For example:

http://www.companyhelp.com

help-interaction-url

Default Value: No default value Valid Values: a valid path to an .html file
Changes Take Effect: Immediately
Specifies the URL path to the .html help file that appears when the user clicks the Help button on the Interaction window. For example, if you copy the sample Help file from the CD to the UC Connector installation folder, enter a path something like the following:

help/interaction.html

If you do not configure this option, the Help button does not appear.

If you are hosting your help file externally, use a fully qualified URL as the value for this option. For example:

http://www.companyhelp.com

help-login-url

Default Value: No default value
Valid Values: a valid path to an .html file
Changes Take Effect: Immediately
Specifies the URL path to the .html help file that appears when the user clicks the Help button on the Login screen. For example, if you copy the sample Call Control Help file from the CD to the UC Connector installation folder, enter a path something like the following:

help/login.html

If you do not configure this option, the Help button does not appear.

If you are hosting your help file externally, use a fully qualified URL as the value for this option. For example:

http://www.companyhelp.com

itx-window-close-timeout

Default Value: 9000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the length of time you want the interaction to remain open after the Knowledge Worker interaction is released or abandoned.

locale

Default Value: en
Valid Values: A two-character country code
Changes Take Effect: Immediately
Related Feature: How It Works Customized Languages
Specifies the default language to be used in the UC Connector user interface, if not otherwise specified by the integrated web browser. By default, UC Connector uses English (en) for all the labels and buttons in the user interface. To set UC Connector to a different default language, enter one of the supported two-character country codes listed in Supported Languages. If you set this option to default, then the language of the local operating system where the UC Connector is running will be used. If you do not configure this option at all, then English is used as the absolute default language.

login-queue

Default Value: Blank
Valid Values: A valid DN
Changes Take Effect: Immediately
Specifies the value used to populate the agent login request parameter queue. SIP Server can use this value for default routing in case of URS failure. The effects of this parameter depend on the T-Server and other solution components. See the deployment guide for your T-Server/SIP Server for information on whether it supports this feature.

popup-udata-key

Default Value: Blank
Valid Values: A string representing a User Data Key
Changes Take Effect: Immediately
If the value is blank, UC Connector will display the third-party call control window to the user for all arriving calls. If the option value contains a User Data Key, UC Connector will only display the call control window for calls with the specified User Data Key present in the User Data of the call.

Important
Calls delivered using the Preview window will not be suppressed, regardless of user data filer. Clicking on transaction line in the main UC Connector window will bring up the third-party call control window regardless of user data filter.

presence-gateway-mode

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether UC Connector prevents sending invite messages to Lync when there is no web client UI connected for the corresponding user, and a new call or preview call is delivered. If true, UC Connector does not send SIP "INVITE" to Lync; otherwise, sending the invite is controlled by the invite-message option.

presence-location

Default Value: blank
Valid Values: string format, URL or file location
Changes Take Effect: Immediately
Specifies the location of the XML presence configuration file.

Important
  • The configuration file is only reloaded when the option changes.
  • The default definitions will be used if the option is empty.
  • If the XML is not valid, the current definition in use will remain in effect.
  • If the resource directory location is specified, then all the files the presence.xml file requires must be in the same directory.

preview-info-keys

Default Value: UCC_ConnId,UCC_UserId,UCC_AgentId,UCC_Reason
Valid Values: A comma-separated list of four identifiers: <keyname>,<keyname>,<keyname>,<keyname>
Changes Take Effect: Immediately
Related Feature: Reporting Events
Specifies the ordered list of key names used for reporting the UC Connector Preview offer parameters.

Important
The preview-info-keys values must correspond to the keys provided in the ICON option AgentUserFields.

preview-itx-arrival-timeout

Default Value: 9000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the length of time, in milliseconds, that the UC Connector will wait for the interaction to arrive after the Preview Notification was accepted by the Knowledge Worker.

preview-expiration-timeout

Default Value: 15000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the length of time, in milliseconds, that the UC Connector will wait for the Knowledge Worker response (accept or reject) to the Preview Notification. A countdown timer in the preview window shows how much time is remaining. If the timer runs out, the call is returned to the URS routing strategy.

preview-state-name

Default Value: 3721,UCC_Preview
Valid Values: A string in the format <number>,<keyname>
Changes Take Effect: Immediately
Related Feature: Reporting Events
Specifies the numeric identifier and the key name of the custom state associated with the UC Connector Preview offer.

Important
The preview-state-name values must correspond to the value of the ICON option AgentRecordUserTypes.

preview-shortkey-accept

Default Value: Blank
Valid Values: A string in alpha-numeric or ASCII decimal number format
Changes Take Effect: After Restart
Specifies the hotkey used to accept a call when the Preview window is displayed. If left blank, the shortcut key is disabled.For details on the ASCII and alpha-numeric formats, see Configuring Hotkeys for Interaction Preview.

Important
The Preview window must be in focus for the hotkey to function.

preview-shortkey-reject

Default Value: Blank
Valid Values: A string in alpha-numeric or ASCII decimal number format
Changes Take Effect: After Restart
The hotkey used to reject a call when the Preview window is displayed. If left blank, the shortcut key is disabled. For details on the ASCII and alpha-numeric formats, see Configuring Hotkeys for Interaction Preview.

Important
The Preview window must be in focus for the hotkey to function.

redirect-setup-enabled

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
This global option enables all users to set and enable a redirect number. This value can be overwritten by the Person-level redirect-setup-enabled option.

sync-when-logout

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Controls whether UC Connector logs in a user when only the Lync presence is available (that is, there is no independent login from a Genesys desktop client). In general, set this option to true in a back-office environment with complete Smart Link functionality. Set it to false when integrating with Lync Voice in the contact center.

userdata-preview-format<n>

Default Value: title: <UserData_DisplayName>, value: [UserData_Key]
Valid Values: title: <UserData_DisplayName>, value: [UserData_Key]
Changes Take Effect: Immediately
Specifies which UserData key-value pair will be displayed in the Preview window, as well as how it will be displayed. For example, to display the UserData kvp custname with the title Customer Name in the Interaction window, configure the option as follows:

  • title: Customer Name, value: [custname]
  • You can name the <n> variable in this option in numerical order (1, 2, 3) as you add more kvps, or you can leave it empty.

user-unregister-timeout

Default Value: 60000 (1 minute)
Valid Values: Any positive integer
Changes Take Effect: Immediately
Specifies the length of time, in milliseconds, that UC Connector will wait after Knowledge Worker has closed all browser sessions before it unregisters the Knowledge Worker DN with T-Server/SIP Server.

userdata-call-format<n>

Default Value: title: <UserData_DisplayName>, value: [UserData_Key]
Valid Values: title: <UserData_DisplayName>, value: [UserData_Key]
Changes Take Effect: Immediately
Specifies which UserData key-value pair will be displayed in the Interaction window, as well as how it will be displayed. For example, to display the UserData kvp cust-account with the title Account in the Interaction window, configure the option as follows:

  • title: Account, value: [cust-account]
  • You can name the <n> variable in this option in numerical order (1, 2, 3) as you add more kvps, or you can leave it empty.

userdata-contact-format

Default Value: title: Contact, value: [USER-ID]
Valid Values: title: Contact, value: [USER-ID]
Changes Take Effect: Immediately
Specifies whether the Customer field will be displayed in the Interaction window

  • If this option is enabled (with valid values), UC Connector checks the UserData attribute for the key name customer. If found, UC Connector includes the value for this key in the Contact field of the Preview Notification and Interaction windows.
  • For example, if the key-value pair customer=Bank of Nova Scotia is found in the UserData, then UC Connector will display Customer Bank of Nova Scotia in the Preview Notification and Interaction windows.

userdata-note-key

Default Value: KW_ITX_NOTES
Valid Values: Any text
Changes Take Effect: Immediately
Specifies the key-name to be used for the notes taken by by the Knowledge Worker during the interaction, and returned to the contact center as user data. By default, the key name for Know edge Worker notes in the user data is KW_ITX_NOTES.

userdata-onringing

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether UC Connector will display UserData when the call to the Knowledge Worker is in the ringing state.

userdata-note-onpreview

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether UC Connector will display the UserData Notes (configured in userdata-note-key) when the Preview Interaction is initially presented to the Knowledge Worker.

  • Limitation: For agent notes that will appear in the Preview window, the text cannot contain a single (") mark. URS does not process this quotation mark as regular text, but as a text delimiter. In other words, any text after this quotation park will not be included in the Preview window.

userdata-note-onringing

Default Value: false
Valid Values: true, false</tt
Changes Take Effect: Immediately
Specifies whether UC Connector will display the UserData <tt>Notes
(configured in userdata-note-key) when the call to the Knowledge Worker is in the ringing state.

userdata-contact-onpreview

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether UC Connector will display the contact information for the caller in the Preview Notification sent to the Knowledge Worker.

userdata-contact-onringing

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Specifies whether UC Connector will display the contact information for the caller when the call to the Knowledge Worker is in the ringing state.

userdata-title

Default Value: Case data
Valid Values: Any text
Changes Take Effect: Immediately
Specifies the title for the user data that is displayed in the Knowledge Worker Call Control or Preview window. By default, this part of the client UI uses the title Case data. You can use any other name for this section by changing the value of this option.

userdata-note-title

Default Value: Notes
Valid Values: Any text
Changes Take Effect: Immediately
Specifies the title for the section of the UC client interface where the Knowledge Worker can input notes about the interaction. By default, this area is named Notes. You can use any other name for this section by changing the value of this option.

user-auto-registration

Default Value: false
Valid Values: true, false
Changes Take Effect: At application restart
Enables automated DN registration of all Knowledge Workers configured in the Genesys environment, at the moment the UC Connector application starts. If set to true, UC Connector will begin monitoring all user DNs and their presence on the UC platform automatically, without requiring individual Knowledge Workers to log in to Genesys. For example, in integrations with Microsoft Lync Server, no custom tab is available for Knowledge Worker log in; in this case, this option must be set to true.

Important
The auto-registration will fail if the Knowledge Worker is currently on a call. If the registration does fail, UC Connector will try again after the DN is no longer busy or (in the case of some other login failure) when the Knowledge Worker's UC presence changes.

Microsoft-OCS Section

Configure these options in the Microsoft-OCS section of the UCC Application object. This section must be created using the correct syntax for the supported UC platform you are integrating with: Microsoft-OCS.

agent-onnote-tstatus<x>

Default Value: No default value
Valid Values: <tserver status>, <note>
Changes Take Effect: Immediately
Only for Knowledge Workers using Smart Link, ignored for presence-only integration. Specifies the text for the triggering note, as well as the corresponding Genesys status. If enabled, when the Knowledge Worker enters a note that matches the text configured in this option, UC Connector will change the status for this Knowledge Worker to the specified Genesys agent state. To configure this option, enter the value <tserver status>, <note> in the following pattern:

<tserver status> Enter the Genesys status that the note will trigger. It can be any of the following Genesys states: ready, not ready, logout.
<note> Enter the text for the triggering note.
  • For example, if you configure agent-onnote-tstatus1 to the value NotReady, I am busy, when the Knowledge Worker enters "I am busy" in the Lync / Skype for Business client, the Genesys agent state is changed to NotReady.
Important
Use the variable <x> in the name of this option when creating multiple triggering notes (set X to 1, 2, 3 and so on as you add more notes). If you have only one triggering note, you can leave out this variable.

agent-status-ready

Default Value: 3500, 0-4499
Valid Values: Any valid MS-PRES protocol interoperability code. See Interoperability Values for Lync Skype for Business Presence States
Changes Take Effect: Immediately
Used for both UC Connector integration with Lync or Skype for Business Enterprise Voice, and for Enterprise Knowledge Workers. Specifies the presence status on the Microsoft side that will be mapped to the Genesys status of Ready.

agent-status-notready

Default Value: 6500, 4500-17999
Valid Values: Any valid MS-PRES protocol interoperability code. See Interoperability Values for Lync Skype for Business Presence States
Changes Take Effect: Immediately
Used for both UC Connector integration with Lync or Skype for Business Enterprise Voice, and for Enterprise Knowledge Workers. Specifies the presence status on the Microsoft side that will be mapped to the Genesys status of NotReady. You can map several status codes to the NotReady state, by adding a comma-separate list of status codes. For example, 6500, 9500, 12500, 15500.

agent-status-logout

Default Value: 18500,18000-
Valid Values: Any valid MS-PRES protocol interoperability code. See Interoperability Values for Lync Skype for Business Presence States
Changes Take Effect: Immediately
Used for both UC Connector integration with Lync or Skype for Business Enterprise Voice, and for Enterprise Knowledge Workers. Specifies the presence statuses on the Microsoft side that will be mapped to the Genesys status of Logout. Typically, you will map several Microsoft presence statuses to match the Genesys Logout status.

contact

Default Value: No default value
Valid Values: Valid SIP URI
Changes Take Effect: Immediately
Used for both UC Connector integration with Lync or Skype for Business Enterprise Voice, and for Enterprise Knowledge Workers. Specifies the Knowledge Worker name for the UC Connector as configured in Microsoft. This value matches the sign-in name for the Knowledge Worker in Microsoft Lync / Skype for Business. For example, sip:sfb-ucc@your-sfb-address.com

enable-push-oncall-status

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Only for Knowledge Workers using Smart Link, ignored for presence-only integration. Enables the overall Push On Call Status feature. If enabled, when the Knowledge Worker receives a call from the Genesys environment, the Microsoft status is set on the Lync / Skype for Business side, according to the value of the oncall-status option.

invite-message

Default Value: "Please use the window on the right to access data about current interactions"
Valid Values: Any text string
Changes Take Effect: Immediately
Only for Knowledge Workers using Smart Link, ignored for presence-only integration. Specifies the text that will be presented to the Knowledge Worker in the "conversation extension" window when an interaction arrives. The window will only be enabled if this option is present and has a value configured.

oncall-status

Default Value: 9500 (recommended 6500)
Valid Values: Any valid MS-PRES protocol interoperability code. See Interoperability Values for Lync Skype for Business Presence States
Changes Take Effect: Immediately
Only for Knowledge Workers using Smart Link, ignored for presence-only integration. Specifies the status to be updated in the Lync / Skype for Business client when a Knowledge Worker receives a call from the Genesys environment.

Important
Genesys recommends that you change the value of this option from the default 9500 to the value 6500. The value 9500 corresponds to the status DoNotDisturb on the Microsoft side, in which case interaction sessions cannot be established. Use the value 6500 (Busy) instead.

presence-acw-note

Default Value: Working after call
Valid Values: Any string
Changes Take Effect: Immediately
Used for Lync / Skype for Business Enterprise Voice Integration only. Specifies the presence note that UC Connector uses when an agent enters the After Call Work state. For Lync / Skype for Business voice terminals, UC Connector uses this value for the presence update to Lync when the agent enters the After Call Work phase. Note: Smart Link does not support After Call Work (ACW).

Important
The ampersand (&) and less than (<) symbols should not be used in the string value. Microsoft Lync / Skype for Business does not accept presence updates if the presence-acw-note option contains an ampersand (&) or less than (<) symbol. It rejects the presence update from UC Connector and the user will not be set into the state specified by the presence-acw-status option.

presence-acw-status

Default Value: 6500
Valid Values: Any valid MS-PRES protocol interoperability code. See Interoperability Values for Lync Skype for Business Presence States
Changes Take Effect: Immediately
Used for Lync / Skype for Business Enterprise Voice Integration only. Specifies the presence state that UC Connector uses when an agent enters the After Call Work state. UC Connector uses this value for the presence update to Lync / Skype for Business when an agent enters the After Call Work phase. Note: Smart Link does not support After Call Work (ACW).

presence-lg-note

Default Value: Statutory pause
Valid Values: Any string
Changes Take Effect: Immediately
Used for Lync / Skype for Business Enterprise Voice Integration only. Specifies the presence note that UC Connector uses when an agent exits the After Call Work state and enters the Legal Guard state. UC Connector uses this value for the presence update to Lync / Skype for Business when an agent exits the After Call Work state and enters the Legal Guard state. Note: Smart Link does not support After Call Work (ACW).

Important
The ampersand (&) and less than (<) symbols should not be used in the string value. Microsoft Lync / Skype for Business does not accept presence updates if the value of the presence-lg-note option contains an ampersand (&) or less than (<) symbol. It rejects the presence update from UC Connector and the user will not be set into the state specified by the presence-lg-status option.

presence-lg-status

Default Value: 6500
Valid Values: Any valid MS-PRES protocol interoperability code. See Interoperability Values for Lync Skype for Business Presence States
Changes Take Effect: Immediately
Used for Lync / Skype for Business Enterprise Voice Integration only. Specifies the presence state that UC Connector uses when an agent exits the After Call Work state and enters the Legal Guard state. UC Connector uses this value for the presence update to Lync / Skype for Business when an agent exits the After Call Work state and enters the Legal Guard state. Note: Smart Link does not support After Call Work (ACW).

presence-sync-mode

Default Value: pull
Valid Values: push, pull
Changes Take Effect: After restart
Introduced in UCC 8.0.3. Used for both UC Connector integration with Lync or Skype for Business Enterprise Voice, and for Enterprise Knowledge Workers. Use this option for Presence Connector Mode.


When UC Connector is working in "push" (Presence Connector) mode, synchronization of Microsoft presence states (Presence Integration mode) is disabled. Instead, UC Connector pushes Microsoft presence states to Lync / Skype for Business when the Genesys agent state changes. UC Connector will push the Microsoft presence state to Lync / Skype for Business regardless of the current Lync / Skype for Business user state, so will push even if the Lync / Skype for Business user is in a signed-out state.

TLib Agent State Push
UC Connector pushes the Microsoft presence state to Lync / Skype for Business based on the following TLib events and options:

TLib Event Option Default Value
EventAgentNotReady agent-status-notready 6500,4500-17999
EventAgentReady agent-status-ready 3500,0-4499
EventAgentLogout agent-status-logout 18500,18000-

  • UC Connector uses first value from the range for making a presence update request. For example, UC Connector will use 6500 for the EventAgentNotReady event.
  • For disabling push, set the value of the corresponding option to -1. For example, agent-status-logout=-1.
  • UC Connector cannot sign-out or sign-in a Lync / Skype for Business user. Assuming that option agent-status-logout has a value of 18000 or greater then UC Connector updates the Microsoft presence state to "Offline", but the Lync / Skype for Business client will remain in a signed-in state.

On Call, After Call Work States Push
The option enable-push-oncall-status controls the push of the above states.

Multiple DNs Push
If a Knowledge Worker is logged into multiple DNs, the Lync contact presence is pushed based on the following table:

DN State Presence
All DNs in state Ready Available
One DN state is Not Ready Busy
One DN state is On Call Busy + note

registrar-uri

Default Value: No default value
Valid Values: Valid SIP URI
Changes Take Effect: Immediately
Used for both UCC configuration and Lync / Skype for Business Enterprise Voice integration. Specifies the URI that UC Connector uses to connect with the Microsoft Front End Server. For example,

sip:pool01.server-address.com

subscribe-batch-size

Default Value: 5
Valid Values: Range from 1 to 100
Changes Take Effect: After restart
Starting with release 8.0.300.43, UC Connector can now subscribe agents in batches using the above option. this option specifies the number of agents that are subscribed at one time.

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This page was last modified on June 28, 2016, at 06:33.