| 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 |
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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 and current day, etc. |
1 |
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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. |
|
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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 |
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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. |
|
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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 |
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| cobConfigAddress
Co-browsing, URL for starting co-browsing from CallGuide Agent.
|
Base URL to the agent’s web page for of co-browsing. |
|
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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. |
|
Auto
Changes take effect immediately. |
| 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 |
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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. |
|
Special
Se explanation. |
| 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 |
Login
Changes take effect per separate agent the next time the agent logs in. |
| 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. |
|
Special
See explanation. |
| 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 |
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately but programs currently connected to the interface are not closed down. However, new connections are prevented. |
| 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 |
Restart
Changes take effect when CallGuide Server is restarted. |
| crmServerPortPingTime
Agent Interface - CRM Server, Excpected time between keepAlive messages (s).
|
When three consecutive keepAlive fail, crmPort is disconnected. |
30 |
Restart
Changes take effect when CallGuide Server is restarted. |
| 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). |
|
Auto
Changes take effect immediately. |
| edgeAgentVersionPrimary
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 see edgeAgentVersionSecondary. |
|
|
| edgePulseVersionPrimary
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 see edgePulseVersionSecondary. |
|
|
| edgePulseVersionSecondary
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. |
|
|
| edgeAgentVersionSecondary
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. |
|
|
| edgeUrlCompanyName
Edge Node, name for the company in URL to CallGuide Edge (a-z,0-9,_).
|
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.
|
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| 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. Settings for specific organisation areas can be made in the System parameters for interfaces window. |
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately but programs currently connected to the interface are not closed down. However, new connections are prevented. |
| 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 Recording Interface).
|
|
Restart
Changes take effect when CallGuide Server is restarted. |
| 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. |
|
Auto
Changes take effect immediately but programs currently connected to the interface are not closed down. However, new connections are prevented. |
| 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. |
|
Restart
Changes take effect when CallGuide Server is restarted. |
| 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. |
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| facebookCWUrl
Facebook, base for URL to CallGuide ClusterWare.
|
URL leading to the CallGuide ClusterWare cluster where CallGuide Facebook Adapter is installed.
Example: https://clw.telia.com:9443
or https://131.115.45.78:9443.
|
|
Auto
Changes take effect immediately. |
| facebookEnabled
Facebook activated.
|
Activates/deactivates the function making CallGuide ClusterWare to send Facebook posts and messages CallGuide Work Item Server. |
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| phoneticSearchEnabled
Phonetic search, support for phonetic search in Touchpoint Plus activated.
|
Activates/deactivates the possibility for phonetic search in Touchpoint Plus. |
|
Auto
Changes take effect immediately. |
| 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. |
Auto
Changes take effect immediately. |
| 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. |
Auto
Changes take effect immediately. |
| 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 and requires its password for access. |
See Operation Manual CallGuide. |
Auto
Changes take effect immediately. |
| 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. |
Auto
Changes take effect immediately. |
| 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 |
Restart
Changes take effect when CallGuide Server is restarted. |
| smsAdapterAddress
SMS Adapter, URL CallGuide SMS Engine.
|
URL pointing out where the interface for SMS in CallGuide SMS Engine is located. |
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| smsAdapterPassword
SMS Adapter, password for logging in to CallGuide SMS Engine.
|
Encrypted password. For login to CallGuide SMS Engine. |
|
Auto
Changes take effect immediately. |
| smsAdapterPort
SMS Adapter, TCP/IP port number CallGuide SMS Engine.
|
Port number where CallGuide SMS Engine answers |
443 |
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| smsAdapterUserName
SMS Adapter, username for logging in to CallGuide SMS Engine.
|
Name of user. For login to CallGuide SMS Engine. |
|
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| surveyPort
Survey, TCP/IP port number CallGuide Survey.
|
Port number that the CallGuide Survey interface responds at. |
443 |
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| 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. |
|
Auto
Changes take effect immediately. |
| twitterErrand
Twitter, task type id for Twitter contacts (e.g. 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. |
|
Auto
Changes take effect immediately. |
| twitterKeywords
Twitter, list with keywords for automatic import to CallGuide (e.g. 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. |
|
Auto
Changes take effect immediately. |
| 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 |
Auto
Changes take effect immediately. |
| 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 |
Login
Changes take effect per separate agent the next time the agent logs in. |
| workforcePortListenPort
Real time & Workforce Interface, TCP/IP port number when connecting.
|
The TCP/IP port that CallGuide Server listens to if the open interface for real time and workforce planning is activated. |
14721 |
Restart
Changes take effect when CallGuide Server is restarted. |