When do the changes take effect?

Depending on what is being updated, the time before the changes to take effect in the system can vary. In some cases, it is even necessary to reboot CallGuide Server and all clients. Some configuration changes also require changes in IVR or the customer-specific algorithm for call routing to have any effect on the system.

Configuration changes with immediate effect

The system parameters that are automatically enabled, meaning that they do not require a restart of CallGuide Server are seen as different icons in the right-hand border of the System parameters window. Updates in other windows, that are immediately enabled or no later than when you return to the main window in CallGuide Admin are seen in this list:

• Access. Does not affect logins in progress.
• Access codes.
• Adding and removing waiting list or queue.
• Address book.
• Automatic answer for email.
• Campaign related windows.
• Changing treatments.
• Chat engines.
• Chat entrances.
• Configuration of Attendant message function.
• Configuration of contact data. Does not affect log ins in progress.
• Configuration of existing queue.
• Configuration of existing waiting list.
• Connection endpoints in the clients.
• Entrances.
• Escalation constraints. New/changed base constraints must be defined in the routing algorithm. New/changed escalation constraints based on exiting base constraint does not normally require any new code in the routing algorithm.
• Escalation points.
• Extensions.
• Groups and skills. To delete a group/skill that is being used in a skill profile for a queue or waiting list, the queue/list has to be changed.
• IVR channels.
• Keys and specifications for categorising email.
• Locations.
• Login message.
• Maximum limit for number of callback records that can be added for ring out at the moment.
• Menu choices.
• Opening hours.
• Organisation areas.
• Organisation area basic configuration of thresholds for service levels for all services.
• Routing.
• Search keys for Interaction View.
• Settings for CallGuide Agent. Does not affect logins in progress.
• Subareas.
• Task types. Must be defined in IVR as well.
• UC systems and catalogues.
• Users and their access or skills profiles. The user is also required to log in again.

Changes that take effect immediately for email

Changes that take effect immediately for configuration of email accounts are:

• Configuration of SMTP server.
• Password for email account in POP3 server.
• Adding an email account for POP3, i.e. adding email entrance.
• Adding and changing return address.
• Changing alternative addresses.

Configuration requiring CallGuide Server reboot

Global parameters are normally not automatically updated in CallGuide Server. The system parameters requiring a restart of CallGuide Server are seen in the right-hand border of the System parameters window. The following other changes are so all-pervading that CallGuide Server must be restarted for the changes to take effect.

• Configurations of email accounts in addition to those mentioned in the previous section require server restart.  Note, however, that changing an account for POP3 can be carried out by adding a new account during operation instead of reconfiguring an existing account.
• Licence key including licences for new functions, with the exception of the licence functions for Pulse Interface, Agent Interface, Attendant Message Interface and Callback Interface via Web Service.
• Methods for categorising email.
• Connection endpoints in the server.
• Switch types and their switch protocols, which are configured for using server based CTI.