System parameter tab Other

In the ACE Admin System parameters window there is tab named Other.

In this tab, parameters are configured that are not appropriate for any of the other major categories.

Short name and description	Explanation	Default value	Enabling method
aapAnnounceDelay Delay before a Direct Inward Dialling call to an alternate answering point is announced (s).	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	Restart Changes take effect when ACE Server is restarted.
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. See Log of changes - see who did what.	185	Auto Changes take effect immediately.
appSrvPingTime Ping interval between client and ACE Application Server (s).	Ping interval to ACE 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	Restart Changes take effect when ACE Server is restarted.
attendantMsgEndTime Activity default value for end time when duration is set in days.	Activity default value for end time when duration is set in days.	07:00	Login Changes take effect per single client the next time the user logs in to a client.
attendantMsgEndOnAbnormalExit Remove disallowed activity on abnormal ACE Agent exit	An activity can be configured not to be authorized for selection at logout. This system parameter regulates whether such an activity shall be automatically removed by the system in case ACE 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 ACE Pulse or by an operator via ACE Agent. Note that if the system ends a current activity 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).		Auto Changes take effect immediately
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 ACE Admin and ACE Pulse.	ACE	Login Changes take effect per single client the next time the user logs in to a client.
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	Restart Changes take effect when ACE Server is restarted.
infoGuideMaxFetch Max no. records to return when searching in Information Guide.	The maximum number of records returned to ACE 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	Auto Changes take effect immediately
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	Auto Changes take effect immediately
isoCharSet Installed character encoding in ACE Database (e.g. ISO-8859-1).	Specifies which character coding that applies for the parts of ACE that does not support Unicode. Anyone setting up a new Telia ACE solution has the option of installing ACE 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 ACE 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.	Special
ivAllowViewAllTasklessDetails Interaction View. View details for all interactions without task type.	This parameter is configured per Organisation area. Only relevant for users with access function View Interaction View, allowed task types. Specifies whether these users, in the search results in Interaction View, will see all interactions in the organisation area without task type, or only see the interactions the user has handled. Example of an interaction without task type is an e mail sent from ACE Agent without being based on incoming email.		Auto Changes take effect immediately
ivAllowAllTasksInSearchResult Interaction View. View all task types in the search result.	This parameter is configured per Organisation area. Only relevant for users with access function View Interaction View, allowed task types. Specifies whether these users, in the search result in Interaction View, will see basic information (i.e. rows in the grid) about all the matching interactions in the organisation area regardless of task type, or only see rows for the interactions the user has permission to view details for.		Auto Changes take effect immediately
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	Auto Changes take effect immediately
latestAgentCleanDays 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	Auto Changes take effect immediately
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	Auto Changes take effect immediately
maxConcurrentConn Max concurrent logins per ACE Agent Server.	Defines how many clients that are allowed to try and log in at the same time per ACE 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	Restart Changes take effect when ACE Server is restarted.
proactiveWebAllowedAddress Proactive Web - Allowed TCP/IP address for ACE Proactive Web Engine.	ACE Server requires ACE Proactive Web Engine to connect from this address. This is in order to make sure that no disallowed server tries to connect to ACE.	127.0.0.1	Auto Changes take effect immediately
proactiveWebChatUrl Proactive Web - base for Url to ACE Chat Engine.	Note: This parameter is not used by ACE Web SDK. Instead, the instance of Chat Engine used when accepting a chat offer is governed by configuration of ACE Web SDK. For systems not using ACE 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 ACE Chat Engine.	https://www.company.se/chat_request.yaws?Instance=05c26ad8	Auto Changes take effect immediately
proactiveWebEnabled Proactive Web active in ACE 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 ACE Server and ACE Proactive Web Engine is not interrupted if the parameter is set to zero.		Auto Changes take effect immediately
proactiveWebPort Proactive Web - TCP/IP port for connection of ACE Proactive Web Engine.	Port number for connection to ACE Proactive Web Engine to ACE Server. A value change is considered when ACE Proactive Web Engine initiates a new connection.	19000	Auto Changes take effect immediately
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	Auto Changes take effect immediately
queueStatusFrequency Refresh interval for queue information (s).	States how often queue interval is refreshed in ACE Agent. Minimum value is 5 seconds.	60	Login Changes take place per single Agent the next time the agent logs in.
queueStatusShowEmptyPersonal Show empty personal queues in queue status in ACE Agent.	If the parameter is unticked you only see a personal queue in the queue status window when containing contacts.		Auto Changes take effect immediately
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 ACE Server. Min 5 seconds is allowed. Recommended value for large system is 10 – 20 seconds.	15	Restart Changes take effect when ACE Server is restarted.
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 .	No - Consent declined	Auto Changes take effect immediately
serverPingTime Ping interval between client and ACE Server (s).	Ping interval to ACE 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	Restart Changes take effect when ACE Server is restarted.
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 ACE Agent. The purpose of this is primarily to be able to create more reliable statistics from a custom work level.	0	Login Changes take affect per separate Agent the next time the agent logs in.
systemType	Specifies whether the system is installed for multi-tenant or not. This parameter is configured during installation of ACE database and cannot be changed. The value 'standard' means that the system is a standard single-tenant system. The value 'multitenant' means that the system is a multi-tenant system, i.e. Touchpoint Contact Center or Touchpoint Advanced Attendant.	No default, the value is set according to how ACE database is installed.	Installation Enabled at installation and cannot be changed.
timeoutRequestToServer Timeout for requests sent from client to ACE Server (s).	Time out for requests from a client to ACE Server. In no response on a request is received within the time interval the request is considered failed.	0	Restart Changes take effect when ACE Server is restarted.
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	Restart Changes take effect when ACE Server is restarted.
ufCustomField1GuiDesc ufCustomField2GuiDesc, ufCustomField3GuiDesc etc. to ufCustomField10GuiDesc Custom Unifinder field 1-10. Not shown in Unifinder if empty.	These parameters are configured per Organisation area. Unifinder. Descriptive names for extra search fields. There may be up to 10 custom fields. No value configured means that the field is hidden in Unifinder.		Login Changes take affect per separate Agent the next time the agent logs in.
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, ACE 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	Auto Changes take effect immediately
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.	Restart Changes take effect when ACE Server is restarted.
wrapupAfterPlaceInQ Wrapup after place in queue	This parameter is configured per Organisation area. The purpose of the parameter is to enable wrapup after placing contacts in queue, such as incoming calls, emails, chats and transferred inquiry call with task type. If the value is No, no wrapup is applied. If the value is Yes, wrapup is applied according to current configuration of wrapup per task type. If the value is Unlimited, unlimited wrapup is applied. This value is mostly aimed at backwards compatibility and may be removed in a future version. This parameter is ignored for callback and campaign calls placed in queue since these calls always have wrap up in the form of feedback. This parameter is ignored for external inbound/outbound calls placed in queue. The agent will be set to status ready or paused.	Yes	Auto Changes take effect immediately