System parameter tab Other

aapAnnounceDelay

If announcement is made immediately the agent could try to check the voice mail before the caller has finished the message. Requires licence for the Direct Inward Dialing function.

300

300

adminLogCleanDays

No. days to store logged changes made in Admin in DB (d).

Events shown in the log of changes window in CallGuide Admin are kept for the number of days configured in this parameter. The shortest time events can be kept in the system is 185 days

Log of changes - see who did what

185

183

appSrvPingTime

Ping interval between client and CallGuide Application Server (s).

Ping interval to CallGuide application Server in seconds. If Application Server has a time limit for how long a connection can be inactive, the client can be disconnected after this time has expired. This is why this ping interval should be no more than half of the value configured in Application Server. Default in Application Server is 180 seconds.

60

60

attendantMsgEndTime

Attendant message default value for end time when duration is set in days.

Attendant message default value for end time when duration is set in days

07:00

07:00

attendantMsgEndOnAbnormalExit

Remove disallowed attendant message on abnormal CallGuide Agent exit

An attendant message (named Activity in CallGuide Agent) can be configured not to be authorized for selection at logout. This system parameter regulates whether such an attendant message shall be automatically removed by the system in case CallGuide Agent is ended abnormally, i.e. if the client either crashes, is ended due to no keepAlive or is ended by the user being logged out by an administrator via CallGuide Pulse or by an operator via CallGuide Agent.

Note that if the system ends a current attendant message and there is an integration with a UC system (such as Touchpoint Plus) this will be reflected in the UC system as well (for example, any forwarding of the telephone may be discontinued).

companyName

Company name.

The company name is a short text, for example GolfDesk Online. This text appears in the frame of some sub products’ main window. The text is displayed for CallGuide Admin and CallGuide Pulse.

CallGuide

Touchpoint Plus AA/KC

eqtSensitivity

Sensitivity when computing new value for Estimated Queue time. Large value -> slow change rate.

This value is part of the formula for computing QPT, which is the estimated queue time per queue location. This value is in its turn used for computing EQT.

5

5

infoGuideMaxFetch

Max no. records to return when searching in Information Guide.

The maximum number of records returned to CallGuide Agent when searching in Information Guide (if more records match the search criteria, the records that best match the search criteria are shown). Requires licence for the Information Guide function.

10

10

infoGuideMaxText

Max size for text in Information Guide.

Maximum allowed number of characters in the text of a record in Information Guide. Also see infoGuideMaxFetch parameter.

8000

8000

isoCharSet

Installed character encoding in CallGuide Database (e.g. ISO-8859-1).

Specifies which character coding that applies for the parts of CallGuide that does not support Unicode.

Anyone setting up a new Telia CallGuide solution has the option of installing CallGuide with another character coding than ISO-8859-1(also called ISO Latin-1, that is the first part of ISO/IEC 8859, which is a series of standards for character coding, defined by ISO).

The value must match the character coding with which CallGuide Database has been installed.

Example of possible values

ISO-8859-1
ISO-8859-13

ISO 8859-1 that codes characters from the Latin alphabet and is used for e.g. Swedish, Norwegian, Danish, Finnish, and English.

ISO 8859-1

Interaction View. View details for all interactions without task type

ivAllowAllTasksInSearchResult

Interaction View. View all task types in the search result

ivSearchMaxRecords

Interaction View. Maximum no. of records when searching for interactions.

Specifies the maximum number of records allowed to be returned by a search in Interaction View. To avoid users from returning the entire archive to a client application. Requires activation of a an ivInteractionStorageEnabled parameter.

500

Personal agent: No. days data is stored (d)

Information about the person last serving a customer, i.e. latest agent, can be used for routing. As information is saved each time an agent handles a contact, a customer's future contacts can be routed to the same personal agent.

The parameter controls how many days the information about the latest agents is saved. Maximum is 180 days. If the parameter is set to zero, no information is saved and the function is therefore not in use.

0

latestAgentRows

Personal agent: Max number of records when searching.

Information about the person last serving a customer, i.e. latest agent, can be used for routing. As information is saved each time an agent handles a contact, one customer's future contacts can be routed to the same personal agent

The parameter controls the maximum amount of records to be returned when searching for Personal agent in the routing algorithm.

1

maxConcurrentConn

Max concurrent logins per CallGuide Agent Server.

Defines how many clients that are allowed to try and log in at the same time per CallGuide Agent Server. Unless the server is unexpectedly restarted there should not be too many agents that at exactly the same moment start to log in to the server. Denied agents get an error message and are allowed to login after a few seconds.

30

30

proactiveWebAllowedAddress

Proactive Web - Allowed TCP/IP address for CallGuide Proactive Web Engine.

CallGuide Server requires CallGuide Proactive Web Engine to connect from this address. This is in order to make sure that no disallowed server tries to connect to CallGuide.

127.0.0.1

127.0.0.1

proactiveWebChatUrl

Proactive Web - base for Url to CallGuide Chat Engine.

Note: This parameter is not used by CallGuide Web SDK. Instead, the instance of Chat Engine used when accepting a chat offer is governed by configuration of CallGuide Web SDK.

For systems not using CallGuide Web SDK. the parameter works as described below:

As there can be several instances of Chat Engine you have to configure which instance that is to be contacted if a customer accepts a chat for Proactive Web. It is just the base for the URL that starts the chat that shall be configured, not the entire URL.

The instance name (05c26ad8 in the example to the right) must match the instance name used at the installation of your CallGuide Chat Engine.

https://www.company.se/chat_request.yaws?Instance=05c26ad8

https://www.company.se/chat_request.yaws?Instance=05c26ad8

proactiveWebEnabled

Proactive Web active in CallGuide Server .

A tick here allows that a Proactive Web is active in the server, unticked means that Proactive Web is not active in the server.

Any connection in progress between CallGuide Server and CallGuide Proactive Web Engine is not interrupted if the parameter is set to zero.

proactiveWebPort

Proactive Web - TCP/IP port for connection of CallGuide Proactive Web Engine.

Port number for connection to CallGuide Proactive Web Engine to CallGuide Server. A value change is considered when CallGuide Proactive Web Engine initiates a new connection.

19000

19000

proactiveWebSessionQuarantine

Proactive Web – Waiting time when a visitor has declined getting more offers (h)

The number of hours that must pass before a visitor who has declined getting more proactive offers from the company website can get an offer for a proactive contact again. However, so-called direct qualification can still take place during the waiting time.

12

12

queueStatusFrequency

Refresh interval for queue information (s).

States how often queue interval is refreshed in CallGuide Agent. Minimum value is 5 seconds

60

30

queueStatusShowEmptyPersonal

Show empty personal queues in queue status in CallGuide Agent .

If the parameter is unticked you only see a personal queue in the queue status window when containing contacts.

realStatSaveFrequency

Flush interval for real-time information to the database (s).

The number of seconds that pass between the occasions when changed real time information is saved to the database from CallGuide Server. Min 5 seconds is allowed. Recommended value for large system is 10 – 20 seconds.

15

10

recordingConsentDefault

Default for recording consent.

This parameter is configured per Organisation area and defines how to regard consent to being recorded for calls where the customer has not had the opportunity to give consent.

There are two options:

No - Consent declined

The default will be that no consent has been given.

Consent not required

The default will be that consent is not required from the customer (due to legal reasons).

Also see Customer consent for call recordings.

serverPingTime

Ping interval between client and CallGuide Server (s).

Ping interval to CallGuide Server in seconds. After three failed answers the contact is considered broken by the client. Note that the ping is made by the client.

30

30

strictCustomWorklevelFilter

Hide custom worklevels the agent only in part is authorized to work with .

The stricter handling requires that the agent has the access right to all services configured for a custom work level in order to be able to select it in CallGuide Agent. The purpose of this is primarily to be able to create more reliable statistics from a custom work level.

0

1

systemType

Specifies whether the system is installed for multitenant or not.

Multitenant for Telia Company’s service customer, who for example have the CallGuide Express package. Standard for stand-alone solution

multitenant

timeoutRequestToServer

Timeout for requests sent from client to CallGuide Server (s).

Time out for requests from a client to CallGuide Server. In no response on a request is received within the time interval the request is considered failed.

0

trtSensitivity

Sensitivity when computing new value for TRT. Large value -> slow change rate.

This value is part of the formula for computing TRT, which is trend value per routing time (per routing row).

5

5

ufCustomField1GuiDesc

ufCustomField2GuiDesc, ufCustomField3GuiDesc etc. till ufCustomField10GuiDesc

Custom Unifinder field 1-10. Not shown in Unifinder if empty.

Unifinder. Descriptive names for extra search fields. There may be up to 10 custom fields, set per organisation area.

No value configured means that the field is hidden in Unifinder.

ufSearchMaxRecords

Unifinder. Maximum no. of records per data source when searching for persons.

Specifies the maximum number of records allowed to be returned from each data source (address book, CallGuide agents, UC system) for a search in Unifinder. Min 1 and max 2,000. Used to prevent a user from returning the entire archive to a client application.

100

usePriorityContactSelection

Primarily use contact priority when selecting a contact for an agent .

Specify whether selection of contact from queues with the same priority should be calculated by queue time or priority

If the parameter is ticked, you are using a method where the contact with the highest priority is always selected as first choice from agent’s queues. Note that the queue priority principle is not affected by this parameter.

If the parameter is unticked, the “classical” method, where only queue time is used at comparison between queues, is used.

for upgraded systems.

for new installations from version 5.3.0 and on.