System parameters for interfaces

agentEvalSurveyAddress

Agent evaluation - survey, URL CallGuide Survey.

URL pointing out where the interface for agent evaluation from customer surveys in CallGuide Survey is located.

Example: https://ssc2.telia.se/agentstat

https://ssc2.telia.se/agentstat

agentEvalSurveyDays

Agent evaluation - survey, no. of days to show.

Number of days backwards in time that agent evaluation from customer surveys includes. The value "1" specifies the current day, "2" specifies the previous day and current etc..

1

agentEvalSurveyPassword

Agent evaluation - survey, password for logging in to CallGuide Survey.

For login to the interface for agent evaluation from customer surveys in CallGuide Survey. The password is automatically used when CallGuide Agent connects to CallGuide Survey.

agentEvalSurveyPort

Agent evaluation - survey, TCP/IP port number CallGuide Survey.

The port number that the interface for agent evaluation from customer surveys CallGuide Survey answers at.

443

agentEvalSurveyUserName

Agent evaluation - survey, user name for logging in to CallGuide Survey.

For login to the interface for agent evaluation from customer surveys in CallGuide Survey. The username is automatically used when CallGuide Agent connects to CallGuide Survey. Also see surveyPassword.

attendantMsgPort

Attendant Message Interface, TCP/IP port number when connecting.

The TCP/IP port CallGuide Interface Server listens to if the interface for attendant message is activated.

14725

attendantMsgTimeout

Attendant Message Interface, time-out when synchronizing attendant message (s).

When CallGuide synchronises attendant messages with an external customer attendant message system through Attendant Message Interface there is a limit for the time CallGuide will wait for the synchronisation to be recognised in the external system. If this time limit is exceeded an error message will be seen in CallGuide Agent. See details in the interface specification for Attendant Message Interface.

5

cobConfigAddress

Co-browsing, URL for starting co-browsing from CallGuide Agent.

Base URL to the agent’s web page for of co-browsing.

cobEnabled

Co-browsing active in CallGuide Server .

A tick here allows Co-browsing being active in the server, unticked means that Co-browsing is not active in the server. However, note that any connection in progress between CallGuide Server and CallGuide Co-browsing Server is not interrupted if the parameter is not ticked.

cobHtmlRefreshRate

Co-browsing, interval for synchronizing the agent view with the customer (ms).

How often the end customer’s client checks whether the html code is updated and at an update sends renewed data to the agent.

1000

cobInstances

Co-browsing, list of instance names and TCP/IP addresses. Ex: a=1.2.3.4;b=1.2.3.5

List of instance names and TCP/IP addresses. 
Ex: a = 1.2.3.4, b = 1.2.3.5.

The parameter should be configured with symbolic names for the instances of CallGuide Cobrowsing Engine that are installed. Each instance shall also include an internal TCP/IP address to the instance.

For COB Engine version 10 and newer, the instance names have no meaning. For older COB Engines, see online documentation for CallGuide 9.

cobMouseFilterRate

Co-browsing, share of mouse movements reflected to the agent view (%).

Data for mouse movements are sent from the end customer’s client to the agent’s client. To reduce the traffic load you can route the proportion of these events that shall be sent on. Note that mouse pointer data will be sent when the mouse pointer is moved far enough even if the value is set to 0.

25

cobProxyAddress

Co-browsing, TCP/IP address to proxy for co-browsing

Not used for COB Engine version 10 and newer. For older COB Engines, see online documentation for CallGuide 9.

cobSessionTimeout

Co-browsing, time before a session is removed due to inactivity (m).

Time (min) before a co-browsing session is removed due to inactivity.

30

coopPort

Co-browsing, TCP/IP port number for connection of CallGuide Cobrowsing Engine.

Port number for connection of CallGuide Cobrowsing Engine to CallGuide Server. A change in the value is considered when CallGuide Cobrowsing Engine initiates a new connection.

19005

crmServerPortEnabled

Agent Interface - CRM Server activated .

Activates/deactivates the function allowing an external party to connect to CallGuide Server to use the interface for CRM Server.

crmServerPortListenPort

Agent Interface - CRM Server, TCP/IP port number when connecting.

Activates/deactivates the function allowing an external party to connect to CallGuide Server to use the interface for CRM Server.

14724

crmServerPortPingTime

Agent Interface - CRM Server, Excpected time between keepAlive mess. (s).

When three consecutive keepAlive fail, crmPort is disconnected.

30

enableAttendantMsgInterface

Attendant Message Interface activated .

Enables/disables the function allowing an external party to connect to CallGuide Interface Server and to subscribe to attendant messages (for integration towards attendant message systems).

Edge Agent, primary version (x.y.z)

The version number x.y.z. for the primary version of CallGuide Edge Agent to be used in the system, e.g. 9.0.1 . This is the version of CallGuide Edge Agent that all users automatically run when they log into the system.

Note that the first two sets of numbers of the version number can not be higher than the version on CallGuide Server, 9.0. The last digit may not be higher than the most recently released version of the Edge Agent, e.g. 9.0.2. Also seeedgeAgentVersionSecondary

Edge Pulse, primary version (x.y.z)

The version number x.y.z. for the primary version of CallGuide Edge Pulse to be used in the system, e.g. 10.1.0 . This is the version of CallGuide Edge Pulse that all users automatically run when they log into the system.

Also seeedgePulseVersionSecondary

Edge Pulse, secondary version (x.y.z)

This is the version of CallGuide Edge Pulse that users are running when they explicitly indicate the secondary version of the URL to CallGuide Edge Pulse. The purpose is to test a new version of the Edge Pulse before it is deployed to all users.

Also see EdgePulseVersionPrimary

Edge Agent, secondary version (x.y.z)

This is the version of CallGuide Edge Agent that users are running when they explicitly indicate the secondary version of the URL to CallGuide Edge Agent. The purpose is to test a new version of the Edge Agent before it is deployed to all users.

Edge Node, name for the company in URL to CallGuide Edge (a-z,0-9,_)

Only available when CallGuide Admin is started with a code generated by CallGuide Ticket Client.

Require elevated user privileges, i.e. only available when CallGuide Admin is started with a one-time ticket from CallGuide Ticket Client.

In the URL that users enter in order to log in to CallGuide Edge Agents the company name must appear in a form adapted for URLs, for the user to be connected to the right CallGuide system.

Example: The company is called "Webmaster Inc." This is also configured in the system parameter companyName. Suitable value of the parameter in edgeUrlCompanyName is webmasterinc as characters to enter are a-z,0-9 and "_"

For solutions with Touchpoint Plus exceptions to this name can be configured per organisation area, in CallGuide Admin Organisation areas window

edgeCWPassword

Edge Node, password for login to CallGuide ClusterWare

Password to get access to the web services provided by CallGuide Edge Node .

CallGuide Edge Node runs on CallGuide ClusterWare and therefore requires its password to access.

edgeCWUrl

Edge Node, base for URL to CallGuide ClusterWare

Base for URL leading to the CallGuide ClusterWare cluster where CallGuide Edge Node is installed.

If the parameter is not configured this means that CallGuide Edge is not used.

Example:
https://clw.telia.com:9443
or
https://131.115.45.78:9443

edgeCWUserName

Edge Node, username for login to CallGuide ClusterWare

Username to gain access to the web services provided by CallGuide Edge Node.

CallGuide Edge Node runs on CallGuide ClusterWare and therefore requires its password to access.

enableCallbackInterface

Callback Interface - Web Service activated .

Activates/deactivates the function allowing an external party to connect to CallGuide Interface Server and to create callback records. Used when you e.g. want to create a web page where customers can request callback.

enablePulseInterface

Pulse Interface activated .

Activates/deactivates the function allowing an external party to connect to CallGuide Interface Server and to receive real time information. Used e.g. when you want to create a web based real time client.

enableServerEventPort

Recording Interface activated .

Activates the open interface for exporting server events in CallGuide Server.
Used e.g. for integration with external systems for call recording (requiring licence for

enableSuperviseInterface

Supervise Interface - Web Service activated .

Activates/deactivates the function allowing an external party to connect to CallGuide Interface Server and to supervise CallGuide. Used e.g. when you want to create a web based supervising tool.

enableWorkforcePort

Real time & Workforce Interface activated .

Activates the open interface real time and workforce planning in CallGuide Server. Used e.g. for integration with external workforce planning systems. Requires Statistics & Workforce Interface licence.

facebookCWUserName

Facebook, username for login to CallGuide ClusterWare .

Username to gain access to the web services provided by CallGuide Facebook Adapter.

CallGuide Facebook Adapter runs on CallGuide ClusterWare and therefore requires its username.

facebookCWPassword

Facebook, password for login to CallGuide ClusterWare.

Username to gain access to the web services provided by CallGuide Facebook Adapter.

CallGuide Facebook Adapter runs on CallGuide ClusterWare and therefore requires its password.

facebookCWUrl

Facebook, base for URL to CallGuide ClusterWare.

URL leading to the CallGuide ClusterWare cluster where CallGuide Facebook Adapter is installed.

Exemple: https://clw.telia.com:9443
or
https://131.115.45.78:9443

facebookEnabled

Facebook activated

lineStatusAdapterEnabled

Line Status Adapter, support for collecting line status activated .

Activates/deactivates collection of line status for mobile telephones used by company personnel.

At present, it is required that Telia Company supplies the mobile telephony.

phoneticSearchEnabled

Phonetic search, support for phonetic search in Touchpoint Plus activated

Activates/deactivates the possibility for phonetic search in Touchpoint Plus.

phoneticServiceEngineUrl

Phonetic search, base or URL to CallGuide ClusterWare

Base for URL leading to the CallGuide ClusterWare cluster where CallGuide Service Engine is installed.

Service Engine is used to fetch information about Touchpoint Plus directories.

Example: https://clw.telia.com:9443
or
https://131.115.45.78:9443

See Operation Manual CallGuide

phoneticCWUserName

Phonetic search, user name for login to CallGuide ClusterWare.

User name to get access to the web service provided by CallGuide Service Engine.

CallGuide Service Engine runs on CallGuide ClusterWare. This is why its users are required for access.

See Operation Manual CallGuide

phoneticCWPassword

Phonetic search, login for login to CallGuide ClusterWare.

Password to get access to the web service provided by CallGuide Service Engine.

CallGuide Service Engine runs on CallGuide ClusterWare ajd requires its password for access.

See Operation Manual CallGuide

phoneticServiceEngineSwitch

Phonetic search, PBX for identification of configuration in Service Engine.

When user directories are synchronized from Touchpoint Plus to CallGuide, configuration of login data towards Touchpoint Plus must be identified in Service Engine. This is done via the existing configuration for the CTI integration between CallGuide and Touchpoint Plus. By supplying the name of a configured Touchpoint Plus PBX, the configuration to the PBX will be used at the synchronization.

See Operation Manual CallGuide

phoneticServiceEngineUrl

Phonetic search, base for URL to CallGuide ClusterWare

Base for URL leading to the CallGuide ClusterWare cluster that Service Engine runs on.

Service Engine is used to fetch information about Touchpoint Plus directories.

Example:

https://clw.telia.com:9443

or

https://131.115.45.78:9443

See Operation Manual CallGuide

serverEventPortListenPort

Recording Interface, TCP/IP port number when connecting.

The TCP/IP port that CallGuide Server listens to if the open interface for exporting server events is activated.

14720

smsAdapterAddress

SMS Adapter, URL CallGuide SMS Engine.

URL pointing out where the interface for SMS in CallGuide SMS Engine is located.

smsAdapterEnabled

SMS Adapter, support for CallGuide SMS Engine activated in CallGuide Server.

Activates/deactivates the option of conveying a request for SMS from CallGuide Agent to CallGuide SMS Engine.

Having the function deactivated via this parameter does not mean that CallGuide Agent automatically stops offering SMS. The agent must log out and in again to have the changed parameter considered.

smsAdapterPassword

SMS Adapter, password for logging in to CallGuide SMS Engine.

Encrypted password. For login to CallGuide SMS Engine.

smsAdapterPort

SMS Adapter, TCP/IP port number CallGuide SMS Engine.

Port number where CallGuide SMS Engine answers

443

smsAdapterSenderAddress

SMS Adapter, sender address for sms being sent (a-z, A-Z, 0-9, _)

The configured value is displayed as sender for the receiver of an sms sent from CallGuide Agent. The sender address cannot be used when replying to an sms even if the value should appear to be a phone number.

If no value is configured, a default value in CallGuide Sms Engine will be used.

Max 11 characters.

11

smsAdapterUserName

SMS Adapter, username for logging in to CallGuide SMS Engine.

Name of user. For login to CallGuide SMS Engine.

surveyAddress

Survey, URL CallGuide Survey.

URL pointing out the location of the interface for survey in the CallGuide SSC service.

https://ssc2.telia.se/dialersurvey

SurveyDelayAtKnownEnd

Survey, delay before survey call at known call end (s).

Number of seconds before a calling survey is initiated when the customer call end can be detected by CallGuide.

5

surveyDelayAtUnknownEnd

Survey, delay before survey call at unknown call end (s).

Number of seconds before a calling survey is initiated when the customer call end cannot be detected by CallGuide.

900

surveyEnabled

Survey, support for CallGuide Survey activated in CallGuide Server .

Enables/disables the possibility to convey a request for outbound survey from CallGuide IVR to CallGuide Survey.

If this function is disabled, i.e. that this parameter is set to 0 (zero) after having been set to 1 (one) does NOT mean that CallGuide IVR will automatically stop offering survey. If the IVR sends a request for survey when this system parameter is set to 0 (zero) an alarm is created.

0

surveyNrSecToRepeatCall

Survey, time limit for survey call attempts when the customer is unreachable (s).

Limit for how long call attempts are made if the customer is busy when the survey is dialled.

1800

surveyPort

Survey, TCP/IP port number CallGuide Survey.

Port number that the CallGuide Survey interface responds at.

443

surveyUserName

Survey, username for logging in to CallGuide Survey.

Name of user. For login to CallGuide Survey. Automatically used when CallGuide Server connects to CallGuide Survey. Also see agentEvalSurveyUserName.

A user must be created in CallGuide Admin with the same name as the value of this parameter. The username must also match the configuration in CallGuide Survey. The password required by CallGuide Survey must then be configured on the CallGuide user and the password is automatically used when CallGuide Server connects to CallGuide Survey.

twitterCacheDays

Twitter, no. of days handled tweets are visible in new contacts.

When a Twitter contact is seen, you also see old tweets that have been handled i earlier contacts for the same customer. This is done to make it possible for the agent to see the new tweets in their context. This parameter rules how old tweets you can see.

The time is calculated from when the tweet has been answered or closed.

90

twitterEnabled

Twitter, support for Twitter integration activated in CallGuide Server .

Activates/deactivates the possibility to import Twitter entries to CallGuide. Also rules the possibility to open the Twitter window in CallGuide Agent.

twitterEntrance

Twitter, entrance for Twitter contacts.

When a Twitter contact is created as a work item, it is required that an entrance for work item is defined. Also rules which CallGuide Work Item server that will be used.

twitterErrand

Twitter, task type id for Twitter contacts (ex: 700).

When a Twitter contact is created as a work item it is required that a task type is defined. Note that it is the task type identity (e.g. 700) that shall be configured.

twitterKeywords

Twitter, list with keywords for automatic import to CallGuide (ex: a:b:c).

CallGuide will automatically create contacts for tweets containing the name of the customer service Twitter account. With this parameter you can add further search word of a maximum of 25 characters per word. The words are separated by colons.

twitterMaxWorkItems

Twitter, maximum number of simultaneous Twitter contacts in CallGuide

When the cap is reached, no new Twitter contacts are created. Twitter entries from accounts with an already created Twitter contact are added to this contact while Twitter entries from other accounts are discarded without action.

500

twitterWindowAddress

Twitter, URL CallGuide Interface Server for Twitter in CallGuide Agent.

The content of the Twitter window in CallGuide Agent is downloaded from a web server in CallGuide Interface Server.

http://company.se/twitterWeb/client.html

usernameInterfaceServer

Username when logging in to open interfaces in CallGuide Interface Server.

The name of the user in CallGuide valid for login to the open interfaces exposed by CallGuide Interface Server. A user with this name is expected to exist in CallGuide Admin. The password for login to the open interfaces is configured as this user’s password in CallGuide Admin.

interfaceUser