System parameters for callback/campaign

agentDistrOrderCallCampaign

Route to template waiting list before template queue (campaign) .

The parameter makes it easier for the administrator to configure whether a contact directly routed to a certain agent is added to the agent’s personal waiting list or the agent’s personal queue as first choice.

Also takes care of the handling of contacts without correct routing.

agentDistrOrderCallOutgoing

Route to template waiting list before template queue (callback) .

The parameter makes it easier for the administrator to configure whether a contact directly routed to a certain agent is added to the agent’s personal waiting list or the agent’s personal queue as first choice.

Also takes care of the handling of contacts without correct routing.

Policy for duplicate phone numbers in callback records.

1. Determines how duplicate phone numbers for callback records should be handled in selected Organisation area.

   There are three options:

   Allow duplicates
   Allow the same telephone number in more than one callback record.

2. Always avoid duplicates
   Do not allow any duplicate numbers within the same organisation area.

3. Avoid duplicates within the same task type
   Allows duplicate numbers as long as the callback records with the same telephone number have different task type values.

callbackBufferMax

Maximum number of Callback calls in buffer.

An integer indicating the number of records placed in the buffer. When the limit is reached, NO MORE records are entered.

CallGuide Server activates cyclically callback records from the database (for routing to queue or waiting list) when the time to make the call has come.

The purpose of the parameter is to protect CallGuide Server from being overloaded if a large number of callback records have been created in the database.

If the number of activated records reach the value of the parameter, no more records are fetched, until the number of processed records makes the value drop down to the callbackBufferMin parameter.

Important: A too low value for this parameter can lead to starvation in queues or waiting lists, as the fetching does not consider the load balancing between organisation areas or queues/waiting lists.

500

callbackBufferMin

Minimum number of callback calls in buffer.

An integer indicating the number of records placed in the buffer. When the limit is reached, more records are entered.

If the number of activated callback records in CallGuide Server is lower or equals the value of the parameter, CallGuide Server cyclically tries to activate from the database.

Also see callbackBufferMax.

475

callbackMaxQueuedHardLimit

Limit for strict application of a callback queue’s configuration of max callback

Provides the option of regulating which callback queues where the system strictly shall make sure that the number of callbacks never can exceed the queue’s configured max value for number of callbacks.

If, for instance, the system parameter is 10 and a queue has been configured with a value of max callbacks between 1 and 10, the strict control will be applied. For queues without limit for max callbacks or having a max value >10 a more lenient control will be applied:

If the system parameter is zero, not strict control will be applied.

Only applies to callback entered via IVR, meaning that no max limit is controlled for callbacks created via CallGuide Agent, CallGuide Admin, CallGuide Proactive Web, and Callback Interface. The strict control is not applied when any configured max valued of the organisation area.

0

callbackRecordCleanDays

No. days to store closed callback records in DB (d).

After this time closed callback records are erased from the database.

Set per selected Organisation area.

The value 0 means that closed records are erased the following night.

In order not to erase closed records, set this parameter to a high value (e.g. 3650 days).

30

callbackRecordMaxFetchAge

Oldest callback record to be activated in CallGuide Server (d).

States how old a callback record can bebefore the record is automatically closed. Age is counted from datetimeStart.

0

callbackRecordOrderByString

Sort constraint when activating callback records. Observe: SQL syntax.

If the number of callback records in the database is greater than the number possible to buffer in CallGuide Server it is important to consider the sorting criterion ruling what records (of those who are candidates for entering) will be entered  first. The sorting is normally made by:

Prio first
Date timeStop second

The criterion must be stated in SQL syntax that for the above is state as "prio, dateTimeStop". You must know the internal names of the contact data keys (= column names) you want to sort by.

prio, dateTime Start

Preserve canonical format (+) on campaign record phone numbers

campaignPreferBusyReestablish

Call campaign records with Busy or Reestablish Later before other records .

The parameter rules whether records with specific feedbacks are always called before other records.

The records with special treatment when the parameter is ticked:

Records with last feedback Busy

PostRecords that have at some time received the Reestablish later feedback

campaignRecordCleanDays

No. days to store closed campaign records (d).

After this time closed campaign records are erased from the database.

The value 0 means that closed records are erased the following night.

In order not to erase closed records, set this parameter to a high value (e.g. 3650 days).

180

campaignRecordsInQueue

Maximum number of campaign records in a queue.

Indicates the maximum of campaign records CallGuide Server can have in a queue (per campaign).

5

campaignRecordsInWL

Maximum number of campaign records in a waiting list.

Indicates the maximum of campaign records CallGuide Server can have in a waiting list (per campaign).

100

dialerIvrPingTime

Expected time between aliveReq messages from dialer (s).

Expected time in seconds between aliveReq messages from dialer.

30

dialerIvrPort

TCP/IP port number for connection of dialer.

Port number for connecting IVR of the Dialer type to CallGuide Server.

17000

dialerPrebookNoAnswerExtraTime

Extra ring time for campaign records dialled with prebooked agent (s).

A number of seconds as extra calling time added to the campaign’s configured maximum calling time.

0

dialerRecordsInBuffer

Maximum number of campaign records in the server per dialer campaign.

Specifies the maximum number of campaign records that CallGuide Server can hold in the reading buffer for a dialer campaign.

5

enableCallbackSrv

Callback active in CallGuide Server .

A tick here means that callback is active in the server. Unticked means that callback is not active in the server.

enableCampaignSrv

Preview campaign active in CallGuide Server .

A tick here means that preview campaigns are active in the server. Unticked means that Campaigns are not active in the server.

enableDialerSrv

Dialer campaign active in CallGuide Server .

Ticked allows dialer campaigns to be active in the server, unticked means that dialer campaigns are not active in the server.

flushCampaignQOnLogoutTimer

Time before deactivating campaign records when campaign is unmanned (s)

Indicates for how many seconds campaign records are to be kept in CallGuide Server after all agents having logged out.

30