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ServParm.gif  Optional General Server Parameters

The following general server parameters are optional. To set these server parameters, add the parameters in the Server Parameters container. Then set the values as necessary.

Optional Server Parameter

Description

Module

accessibilityCompliant

To enable Interaction Desktop users to see enabled toolbar button labels in high contrast, set the accessibilitycompliant server parameter to True. Also, when set to True, the screen reader fully describes a selected interaction (name, number, state, and so on.). And, if a search in Call History or the Company Directory fails to find matching records, a message appears and the screen reader announces that no records were found.

 

accessibilityMode

To enable Interaction Connect users to create conference calls and conference chats using the keyboard, set the accessibilityMode server parameter to True.

 

ACDAgentLockTimeout

This parameter determines how long the agent will be locked out if the "Select Item" or "Release Agent Lock" toolsteps are not called for the agent. Without this parameter the ACD agent lockout time is 10 seconds.

ACD

ACDAvailableOnNon-ACD

Use this parameter so that agents are available for ACD interactions when on non-ACD interactions. To be unavailable, the agents must set their status to a non-ACD status. Set the parameter value to any value, such as Yes, 1, true,etc., to enable it. Without this parameter, or if there is no value entered for the parameter, then agents are not available for ACD when on non-ACD interactions. For similar email-specific actions, see the ACDAvailableOnNon-ACDEmail parameter.

ACD

ACDAvailableOnNon-ACDEmail

Use this parameter so that agents are available for ACD interactions when on non-ACD email, for example, creating a new email from Interaction Desktop, or receiving a forwarded email. To be unavailable, the agents must set their status to a non-ACD status. Set the parameter value to any value, such as Yes, 1, true,etc., to enable it. Without this parameter, or if there is no value entered for the parameter, then agents are not available for ACD when on non-ACD email. This parameter is similar to the ACDAvailableOnNon-ACD parameter, but is email-specific.

 

ACDConsiderSingleTypeForEWTAvailable

Use this parameter for ACD Queue Statistics to compare the agent %available to the %utilization for an interaction type. Possible values are:

  • call

  • chat

  • callback

  • web collaboration

  • instant question

  • sms message

  • email

  • generic

Note: Enter only one interaction type.

This parameter is useful if you want to route a particular interaction type to an agent, even if the agent was unavailable due to being on other interaction types or being on a non-acd interaction.  Setting this parameter forces a single type of interaction to agents when otherwise the agent would be unavailable take the interaction.  

ACD

ACDDisableOnHoldProcessingForCalls

A non-blank value turns off "on hold" processing for calls. This removes the call from consideration on an Agent's utilization "score."

System

ACDDoNotDeleteObjectsUntilDeallocation

Currently, ACD skills are lost when calls are transferred. This server parameter forces the ACD server to wait until the call is deallocated from the system before deleting it. The value to set this parameter is 1. ACDDoNotDeleteObjectsUntilDeallocation=1

System

ACDInteractionLockTimeout

This server parameter determines how long the interaction will be locked if the "Select agent" or "Release interaction lock" toolstep is not called for the interaction. Without this parameter the ACD interaction lockout time is 10 seconds.

ACD

ACD Recorded Workgroups

This is an optional parameter that was added for EIC so that automatic recording could be enabled without modifying handlers. This parameter will work with CIC too. The parameter value is a semicolon separated list of workgroup names (not the fully qualified queue id, only the queue name). For example, if the following workgroups existed Marketing, Support and Sales then a parameter value of "Marketing;Sales" would turn on automatic recording on for those two workgroups. The Support workgroup recording would remain off. Automatic recording is off by default for workgroups configured as "ACD" by the Call Management Type on the workgroup’s Configuration tab in IA. This does not apply to workgroups configured as "Custom."

System

Additional Redaction Expression

This parameter allows you to either append text to the default filter expression or to completely replace the default filter expression. To append text to the default filter expression:

  • Add the Redact Using Default Expression server parameter and set its value to Yes.
  • Add the Additional Redaction Expression server parameter and specify the text to append.

To replace the default filter expression:

  • If you added a Redact Using Default Expression parameter, set its value to No.
  • Add the Additional Redaction Expression and specify the new default filter expression.  

 

AIForecastingHistoricalWeekCount

For Workforce Engagement Historical Data Export, this is the desired historical week count. If you use the ICWS API instead of the Workforce Management Historical Data Upload available in Interaction Connect, sending the Start date is optional. This value is used if you do not specify the Start date.

The Start date value is computed by subtracting the AIForecastingHistoricalWeekCount value from the specified end date. The default is 156 (3 years). Minimum value is 1; maximum value is 156. So if the Start date is not mentioned, by default it calculates the Start date as 156 weeks (3 years) ahead of the End date.

 

AIForecastingHistoryBatchSize

For Workforce Engagement Historical Data Export, this is the desired batch size for pulling history data from the database. If batch size is specified as 5, then 5 weeks of data is pulled from the database at a time. The default value is 8. Minimum value is 1; maximum value is 156.

 

Allow Multiple Calls to Station On Deferred Answer Line

If the Allow Deferred Answer SIP line option is enabled for a line on a station, this parameter determines whether an additional call alerts the station. To enable the alert, set this parameter to T, True, Y, Yes, 1, or blank. If enabled and if the station can accept an additional call, an additional call alerts the station even if the station is already on a call. To disable the alert, set this parameter to a value other than T, True, Y, Yes, 1 or blank. If disabled, an additional call does not alert the station.

 

Allow Full Custom Headers

Use this server parameter to allow the use of custom SIP headers (headers in addition to standard SIP headers). If you do not set this parameter to "Yes", you can only use headers that begin with "x-". By default this parameter is not present, so you must create it and set it to "Yes" to enable it.

 

AllowScripterToBypassStatusCheck

To allow Scripter to be exempt from status change access checks, add this parameter and set it to yes. If you do not add this server parameter, then errors can appear in Scripter logs when the following situation arises:

  • The agent's status in the User container indicates that the "status is user selectable."
  • The user's has the View access control rights for the All and Do Not Disturb status messages.
  • The agent goes on break but leaves his or her status set to "Available."
  • Scripter cannot set the agent's status to "Do Not Disturb."

 

Allow Voicemail Save As

Use this server parameter to conditionally show or hide the Save As menu option for voicemail messages in the CIC clients. By default, the menu option is available (visible). Set the value to "False" to hide the menu option.

Interaction Client

Allow SNMP Process Restarts

If you use SNMP monitoring/management tools to monitor CIC server processes and you want the ability to stop/restart processes via SNMP, create this server parameter and set the value to 1 (enabled). By default, this parameter is disabled (is not listed in the server parameter container).   

 

AltocloudPacingDisabledUpdates

If set to true, the Genesys Predictive Engagement availability updates are turned off.

 

AltocloudPacingUpdateRateSeconds

This parameter overrides the default rate at which PureConnect sends availability updates to Genesys Predictive Engagement. The default value is 3 seconds. Any value above three seconds is allowed.

 

AltocloudPacingDisabledUpdates

If set to true, the Genesys Predictive Engagement availability updates are turned off.

 

AltocloudPacingUpdateRateSeconds

This parameter overrides the default rate at which PureConnect sends availability updates to Genesys Predictive Engagement. The default value is 3 seconds. Any value above three seconds is allowed.

SNMP

Attendant System Profile

Attendant System Profile designates which Interaction Attendant profile calls are routed to when Users press the star (*) key after going off hook. See the Interaction Attendant Help for more information.

Interaction Attendant

AutoAddUsernameCategory

This server parameter adds a category to each user upon startup. The possible values are:

  • 0: Feature is turned off.

  • 1: Feature is turned on adding a suffix of "-auto" to the CIC user name.

  • <any other value>: Feature is turned on adding a suffix of <value> to the CIC user name.

For example, if set to "1", user JeffS would result in a category of JeffS-auto. If set to "-Director", user JeffS would result in a category of JeffS-Director.

Blank or <null> values are not supported. This parameter must be present at ACD startup to take effect. The changes are not dynamically updated in ACD Server, so adding this parameter or changing the value of the parameter, requires a restart of the ACD Server.

ACD

AutoSortWorkgroupOverview

To enhance performance, IC Business Manager no longer sorts the Workgroup Overview. To automatically sort that view, add the AutoSortWorkgroupOverview server parameter, and set its value true.

 

BatchSaveSalesforceCallLogs

Use this parameter to configure the way the Salesforce web client saves custom attributes. By default, Salesforce saves attributes in an iterative method, one at a time.

  • Set the parameter to 1 to save all custom parameters at once.
  • Set the parameter to 0 (which is the default) to enable the iterative saving method.

Notes: Setting this parameter to 1 to save all parameters at one, is firm. If there is an error on one attribute save, all saves will fail. Otherwise, if there is no errors, the saves are successful. You must reload the SIP Soft Phone or log in again to Salesforce to save the change in behavior.  

Salesforce Web

BridgeHostTrustedSites

Use this parameter to provide BridgeHost with a list of trusted IP addresses, so that the Web server can be located almost anywhere, including outside of the firewall, as long as it can communicate with the CIC server. By default Session Manager only trusts connections from clients on the same subnet. If there are more than 20 connections in a 3 second span from clients on a different subnet, Session Manager will reject these connections. Enter values in the following pipe-delimited format:

<IPAddress>|<IPAddress>|....

Session Manager

Call Analysis Language

CIC can provide language specific call analysis based on the language specified with this parameter. If this parameter and the value is not specified here, call analysis uses CIC's default language. Enter the language value such as "en-US". The value of the parameter must match an existing language folder name located in the [drive]:[install folder]\IC\Resources\i3ca directory on the CIC server. For example, language folder "bg-BG" or "de-DE". For more information on Call Analysis, see Media Servers.

Telephony Services

Call Forward Analysis Mode

This server parameter affects the "SystemIVRFollowMeSequential.ihd" handler. The possible parameters values are:

  • DEFAULT (default settings)
  • CA_DISABLE (disable Call Analysis)
  • VM_DISABLE (disable VM Analysis)
  • FULL_DISABLE (set both to false)

If you set this parameter to "FULL_DISABLE," then CIC stops all forms of call analysis on calls that are sent to agents who have selected either the Follow-me status or the Forward status. Instead, CIC connects these calls immediately.

Handlers-CIC

Call History Max Size

Use this parameter to set the number of calls per user to save in the Call History page of the CIC clients. The default value is 300.

CIC clients

Call History Max Time

Use this parameter to set the time in hours to save the call information saved in the Call History page in the CIC clients. The default value is 72, meaning the call history lists 3 days of information unless the maximum number of calls is reached (See Call History Max Size).

Note: The Call History Max Time server parameter which controls only the amount of data ClientServices needs to store in memory, avoiding Out Of Memory issues on CIC Server. It does not control the amount of call history displayed in the Call History view in the CIC client.

CIC clients

Callback Interaction Recovery Enabled

Create this parameter and assign a non-zero value to enable switchover support for callback interactions. This server parameter is available in IC 4.0 SU3 and later releases.

Switchover

ClientDirectoryPageSize

Use this parameter to specify the number of directory records to display on a single page, when a paged interface is being used. The default value is 25.

CIC clients

Confirm Station Connection

Enabling this sever parameter sends an eCallEvent_StationConnectionConfirmation event that can be intercepted and handled by the ConfirmStationConnection initiator, and StationConnectionConfirmation tool step. This allows the User to intercept a remote client connection call and change the behavior via a handler. Valid values are: true, yes, false, and no.

Telephony Services

ConnectionCache.ODBC.Timeout

This server parameter provides a way to explicitly set the timeout for connection pools used by the IP Server. You can use this parameter to fine tune the performance of your database connections. Enter the time in seconds.

 

ConsultCallProfileRouting

 

IP Server

Continue to Monitor Calls After Transfer

This server parameter provides the option for an Interaction Supervisor user to continue monitoring of a call if the call is transferred away from the monitored agent. By default, monitoring ends when the call is transferred away from the agent. To enable this option, set the parameter to Y, Yes, T, True or 1.  For more information about continuous monitoring, see "Monitor Agent, Station, Workgroup, or Line Queues" in the Interaction Supervisor Help.

Interaction Supervisor

CustomOnHookNotification

   

DefaultSpeedDialPageSize

If MaxSpeedDialPageSize is not defined, CIC uses this parameter to determine the maximum number of directory records to display in a Speed Dial view. For more information, see MaxSpeedDialPageSize.

CIC clients

DialByNameExtensionLength

Defines how many characters can be used in searching a party by last name. Companies with large directories can extend the default search character 3, to 4 or 5 digits, narrowing the search results.

Handlers-CIC

DID Ringback Only

If you do not like the current voice prompt that plays with DID, you can change it to a simple ringback. To make the change, create this server parameter with one of the following values: Y, Yes, T, True, or 1. The value is not case sensitive. To use a custom .wav, set  the value to "c", and define the ringback you want to hear on 'DID_CustomRingback.wav' located in the Resources folder.

Note: If you use this server parameter some Fax systems might fail, because they wait for a cadence break or other indication of answer before sending a fax tone.

 

DirectoriestoCacheOnSMStartup

Lists the directories that Session Manager will cache on startup. By default all directories except the Company Directory are cached upon the first request.

Session Manager

Disable Related Interactions

In case of system degradation due to rapid multiple related interactions queries, an emergency shutoff mechanism was put into place. In order to shut off all automatic related interactions queries, add this related interactions emergency shut off server parameter, and set the value to True. As long as this server parameter exists with the specified value, no related interactions queries will take place from any clients. This will NOT disable the interaction history or interaction search features.

Note: The related interactions feature is only available in SQL Server installations. The CIC client performs a check during the Tracker plug-in initialization to see which type of database the CIC server is connected to. If an Oracle database is detected, the related interactions feature will be unavailable. Interaction search and interaction history are available for Oracle as well as SQL Server installations.

Interaction Tracker

DisableSessionIdUsageForUri

By default, the session identifier embeds within the session manager file transfer (encrypted) URI and the URI (for instance the ApplicationSettings download URI) gets invalidated when the session logs out or becomes inactive.

We recommend that this server parameter remain undefined or set the value to "FALSE", "NO", or "0" (The values are not case sensitive).

If you set the server parameter to a value other than "FALSE", "false", "NO", "no", or "0", the usage of session identifier within encrypted URIs is disabled and the URIs can remain valid even after the session becomes inactive.

 

DiscardFailedFax

Note: This server parameter is not used when Media Server Fax is enabled. See Media Server Fax Configuration - Fax Server.

Use this server parameter to disable delivery of partial faxes on fax failure. If this parameter is set to 1 failed faxes are discarded. The value is 0 by default, and partial faxes are delivered on a fax failure.

Fax

Don't Allow Users To Delete Recordings

Enter this parameter to turn off the ability for users to delete recordings. There is no value to set; the presence of this parameter turns off the ability to delete recordings.

Recorder

EmailEditor

This parameter determines which editor agents use to format their emails in email interactions. The editor appears as a toolbar of formatting options.

  • To use the Telerik editor, set this parameter to 1.
  • To use the MSHTML editor, set this parameter to 2.
  • To display the CEF (Chromium Embedded Framework) editor, set this parameter to 3 or leave as blank.

For more information on how agents use the editor, see the Interaction Desktop Help in the CIC Documentation Library.

Note: This parameter affects all users of Interaction Desktop. An agent cannot select one editor or the other. In Interaction Desktop, the MSHTML editor is available for only the Email Editor window. It is not available for the Email Preview view and Editor view. For more information, see the Interaction Desktop Help.

Important: If you configure the CIC clients to use the MSHTML toolbar, the Email Editor and Email Preview are unavailable. If users had the Email Editor or Email Preview view open before this change the views will be closed. In order to get these views back you would have to switch the configuration back to Telerik mode. Once this is done the user can re-add these views or you can push out a template with these views.

Interaction Client

Email Admin User

When listening to voicemail messages remotely or through the TUI, the system does a lookup to match the number to a Display Name in the system, then reads "Voicemail from (DisplayName)" If a user is not found, then the system reads the phone number that the call is from. If the call is from an external number, then the ICAdmin account delivers the voicemail to the user. Use this parameter to show the external number (remote number) instead of ICAdmin. Set the value to a CIC user name or the display name for that user.

System

Email Stream

This parameter allows a voicemail opened from Exchange via the CIC server TUI handlers, to stream the audio rather than copy the entire contents of the message. This parameter is helpful in WAN environments where a CIC server might be in one location and the Exchange Server at another remote location. Set the value to Yes to turn on this parameter.

TS

Enable CaaS Speech Billing

For PureConnect Cloud customers only.

This parameter determines whether the  system provides usage-based billing data for Speech (ASR/TTS). If this parameter is set to True, then the IC billing system sends the billing data to the PureConnect Cloud billing system, IC billing. The default value is false.

PureConnect Cloud

EnableEnhancedTTS

Interaction Text to Speech (ITTS) supports enhanced models, providing more natural sounding voices for a better caller experience. These models, trained with Deep Neural Networks, are available for de-DE (German, Germany), en-­AU (English, Australia), en-US (English, United States), es-­US (Spanish, United States), nl-­NL (Dutch, Netherlands), and ja-­JP (Japanese, Japan).

Starting with CIC 2018 R2, Media Servers use enhanced DNN models for text-to-speech instead of older GMM models. If a Media Server connects to multiple CIC servers (development, testing, and production environments for example), calls on all environments will use enhanced DNN models after the first CIC server is updated with CIC 2018 R2.

DNN models slightly increase processing and memory usage on a Media Server. If your IVR environment makes heavy use of text-to-speech, or you have Media Server capacity concerns, consider opting out of DNN models to use GMM models instead. In a future release, the option to use GMM models will be eliminated.

The EnableEnhancedTTS server parameter is not created by default. You must manually add it to opt out of DNN models to use older GMM models. To use GMM instead of DNN:

  1. On each CIC server that connects with your Media Server, use Interaction Administrator to add the EnableEnhancedTTS server parameter.

  2. Set the value of the parameter False. After the parameter is set on all CIC servers. When opting out, you do not need restart the Media Server.

If you change your mind, you can switch back to DNN models by setting the value of EnableEnhancedTTS to True on each CIC server. When opting in, you must restart Media Server to put the change into effect.

Interaction Text-to-Speech (ITTS)

E911Enabled

Set this parameter to True to enable WestE911 Configuration dialog box and also to edit the fields. The default value is False. See WestE911 Configuration.

WestE911 Configuration

Enable Media Server Call Analysis

When this setting is enabled (set to "1" or "true"), and  the "Use Media Servers for advanced operations" check box is selected, call analysis is turned on. when turned on, "Media Server" option to appears in the Call Analysis Type drop-down list on the SIP Line Configuration page. If you delete this server parameter, the "Media Server" option will disappear and the Interaction Media Server will no longer be used for call analysis.

Media Server

EnableSSOConfiguration

To activate the Single Sign-on Configuration Utility plug-in, create this server parameter and set it to True. The default value is False. The Single Sign-on Configuration Utility plug-in simplifies the creation of a SAML-based Single-Sign-on mechanism for your Interaction Center Server. For more information about the Single Sign-on Configuration Utility plug-in, see the Identity Providers Technical Referencein the PureConnect Documentation Library.

Single Sign-on

ErrorOutIfT38ReinviteIsNotSupported

Create this parameter and set to "true", to help prevent 'stuck' calls if REINVITE to T38 occurs due to TS error. For more information, contact your PureConnect Customer Care representative.

Telephony Services

External Pick Access Codes

(Value = a list of any strings, separated by a semicolon, that will be used as a pin numbers. Non-digit strings are converted to their key pad equivalent so it can be compared to the digits entered by the caller) - If this attribute is set, then external callers must enter this pin number to pickup a call on the server from their outside call. External callers can pickup held, parked or alerting calls from an external call. This feature would be used in a scenario where a user can use a cell phone to pickup a call on the server. Like if you were in a meeting and Sarah came and said she parked a call on your queue. You dial into the server on your cell phone and pickup the call.

System

Fax Header "From" String

Set this parameter to the appropriate replacement for the English string, "From" in the fax header.

Fax Server

Fax Header "To" String

Set this parameter to the appropriate replacement for the English string, "To" in the fax header.

Fax Server

Force 200 Response For Delayed Media Remote Initiated Unhold

This server parameter applies to customers using phones that are configured with persistent station connections and that are connected to a CUCM. These customers may experience a problem where agents on remote stations cannot resume the persistent connection calls that they placed on hold when there was no regular ongoing call. The calls are dropped instead. To remedy this problem, create this server parameter and set it to True.

Telephony Services

Force Message Button Password Only

Set this parameter to Y, Yes, T, True or 1 for users to be prompted to enter only the password portion of their voicemail access code when using the message button on the station. Users must be either logged into the station or have the station set as the default workstation for the user.

System

Generic Parameter with Replaces

Cisco Series 7960 Customers: To make the Call Recovery Feature compatible with Cisco Series 7960 phones, set this parameter to True. The default value is False.

Telephony Services

Global Remote Message Limit

This parameter limits the number of messages enumerated in the mail folder by the Open Folder Mail Tool. If a value is given, it overrides other email settings and is the maximum number of emails listed. If the value is set to zero, it will return all messages.

Note: Beginning in 2.3, the message limit is set globally in the Mail container. We will continue support of the server parameter for backward compatibility issues, but you should start using the Mail setting in the Mail container instead.  The Mail setting takes precedence over the server parameter.

System

HDSI Switchover

This server parameter informs TsServer that the HDSI SIB is in use in a switchover environment. The value can be set to: true, yes, no, or false. The default value is false.

TS Server

Honor User Language

Set this parameter to Yes or True to recognize the users default language when using DID/DNIS routing from Interaction Administrator. For example, a CIC server may have users in multiple countries. A UK user's voicemail message should be presented in UK English, while a German user's voicemail mesage should be presented in German. Based on this server parameter, CIC sets the language of the call based on the user's default language. If this  server parameter is not enabled, the default behavior does not change.

Handlers

ICRenderServerHost

After you run the IC Render Server setup, create a server parameter with the name ICRenderServerHost and type the name of the computer running IC Render Server.

Fax Server

Immediate Socket Operations

This is an optional general system parameter for TLS and TCP transport lines. If packet delays occur in new TCP or TLS connections during times of high call volume, set this parameter to true to improve the speed of TLS and TCP connections and disconnections. The default value is false.

 

Include Fax With Notification

Set this parameter to Yes, for all users that are setup for fax notifications to receive a copy of the fax file as an attachment to the fax notification email. The default value is No.

 

Include VM with Notification

SystemNotificationsProcessor uses this parameter to determine whether to include the voicemail with the voicemail notification. It only affects the client configuration voicemail alerting address.

Fax Server

INDEPENDENT_STATION_TIMEOUT

If you select the Prevent station logout on navigation option in PureConnect for Salesforce Call Center Settings, you can set this parameter to a number of minutes. This forces CIC stations to log off the PureConnect for Salesforce Integration when CIC does not detect any agent activity during the specified period. For more information,see the PureConnect for Salesforce Integration Administrator's Guide.

Note: To enforce a timeout, CIC requires both this parameter and the Prevent station logout on navigation setting. This parameter does not affect Interaction Connect or Interaction Desktop. This option requires CIC 2017 R3 Patch 8 or later. We recommend a value of 30 to be used.

 

Interaction Conference Support

This server parameter is created by the Interaction Conference install, and should not be modified. The presence of this parameter signifies that the Interaction Conference module is licensed and installed.

Interaction Conference

INTERNAL_USER_PIC_URL

This parameter enables the Company Directory shortcut menu in the CIC clients to display an employee photo for each user. Set the value to http://intranet.yourcompany.com/users/{0}.png, where you replace the example value with actual valid URI pointing to images. The string formatting placeholder "{0}" substitutes the currently selected user's ID into the URL string.   

System

INTERNAL_USER_LOCATION_PIC_URL

This parameter enables the "Office Location" feature available in Interaction Client's context menu (right-click) in the Company Directory. When selecting Office Location, the user's office locatio picture is displayed. Set the value to http://intranet.yourcompany.com/offices/{0}.png, where you replace the example value with actual valid URI pointing to images. The string formatting placeholder "{0}" substitutes the currently selected user's ID into the URL string.   

System

IR Disable Social Snippets When Recording

Snippets for social interactions are always enabled by default. When this server parameter is set to "Yes" or "True", snippets will be disabled for social interactions that already have a policy recording started for them.

Interaction Recorder

IR Search Unique Tracker Joins

This optional server parameter controls the number of recordings returned when an Interaction Recorder search is run that includes the search attributes Date/Time range and User Name. When this server parameter is set to 1, in addition to returning recordings for the specified User Name, recordings are also returned for participants whose last name matches the specified User Name.

Interaction Recorder

IR Use Recording Date For Expired Calculations

Setting this optional server parameter to True causes retention policies to be re-evaluated based on the recording date at the system level. When this server parameter is set, you do not have to modify the Policy Editor Retention Policy action, re-evaluate retention policies in <time period> for every Retention policy. When this server parameter is set, the Policy Editor Retention policy configuration setting Re-evaluate recordings based on the recording date check box is not available, as the IR Use Recording Date For Expired Calculations server parameter is active. When this server parameter is set to False, or deleted, the check box is enabled again. When the server parameter is turned off, the re-evaluation action will be based on the recording date only for those policies which had the check box selected by the user before turning on the server parameter.

 

ISDN Inband Dial Enabled

Add this parameter and set the value to True to enable the feature that allows a PIN or long distance access code to be dialed inband.

 

IWPCallMonitoringOperationTimeouts

Add this parameter to specify timeout values in milliseconds. To specify a single timeout value for all operations, type the value in milliseconds. For example, 10000. To specify timeout values for each of the different types of call operations, use a pipe | delimited list of values, in the following sequence:
eSTART_MONITORING|eSTOP_MONITORING|eDISCONNECT|ePICKUP|ePLAY_AUDIO|eCALL_PHONE_NUMBER

Note: If you do not set this parameter, then the default timeout value is 5 seconds for all call operations.

IWP

IwpLdapSyncFrequency

Add this parameter to control how frequently IC syncs with LDAP. You must restart the WebPortal subsystem in order for the parameter to take effect. The default is 5 seconds.

Notes: In earlier CIC releases, the LDAP sync frequency defaulted to 5 minutes. If you changed this value in a previous version, CIC will continue to use the sync value you set. All new servers added to the IWP's CIC server configuration are automatically created with a 5 second sync value.

IWP

IVRReportingTransactionBatchCount

Add this parameter to designate the batch count for IVR tracing transactions. Prior to 2015 R3, all IVR tracing transactions were sent out one at a time. This lead to unnecessary overhead and reduced throughput. When this parameter is enabled, IVR tracing transactions are sent in batches; each batch has the number of transactions defined by this server parameter. To disable transaction batching, set this parameter to zero (0). The default value is 100.

TS Server

IVRReportingTransactionDelayMilliseconds

Add this parameter to designate the delay in milliseconds that will occur after an IVR tracing transaction. This results in a throttling of transactions when the number of transactions overwhelms the database. To prevent this delay from being used, set this parameter to zero (0). The default value is 5000.

IVR

IVRReportingTransactionDelayThresholdSeconds

Add this parameter to designate the threshold in seconds of the length of time it takes to execute a single IVR tracing transaction. If the transactions exceed this threshold three consecutive times, then the delay designated in the IVReportingTransactionDelayMilliseconds parameter will be engaged. If subsequent transactions are under this threshold five consecutive times, then the delay configured in the IVRReportingTransactionDelayMilliseconds parameter will be disengaged. To disable the automatic throttling mechanism, set this parameter to zero (0). The configured delay will then occur every time. The default value is 10.

IVR

Leave Dynamic Calls Connected on Shutdown

Add this parameter and set it to True to keep dynamic calls connected in the case of a shutdown. The default value is True.

Note: For development and test machines, set this parameter to False.

Telephony Services

Mail Interaction Recovery Enabled

Create this parameter and assign a non-zero value to enable switchover support for email interactions. This server parameter is available in IC 4.0 SU3 and later releases.

Switchover

Mail Maximum Interactions

Add this parameter to specify the maximum number of email interactions that can exist in the system at any one time. This is not a typical situation, but for example you might specify "1000".  

Mail

Max T.38 Datagram Size

This parameter allows you to configure the max datagram size of T.38 packets for fax sessions. If the server parameter is undefined or set to -1, the media server determines the datagram size. You can specify any positive value up to the maximum supported by the media server. This value will be used for all fax sessions. The recommended value is 150.

Telephony

Max Cover Page Size

This parameter determines the maximum size of a cover page in Interaction Fax. The default for this parameter is 10,000 KB. If the cover page for a fax exceeds the value set in this parameter, the fax does not get sent.

Fax

MaxDirectoryStatusWatches

Add this parameter and set the value to a number to specify the maximum size of a directory in the CIC clients before the interface changes to a paged interface.

Client Services

MaxQualitySearchResultsICWS

Use this parameter to specify the maximum number of scorecards returned by the search in the Interaction Connect My Quality Results view. If you do not define MaxQualitySearchResultsICWS, the default is 100.

CIC clients

MaxSpeedDialPageSize

Use this parameter to specify the maximum number of directory records to display in a Speed Dial view. This parameter works in conjunction with DefaultSpeedDialPageSize.

  • If you do not define DefaultSpeedDialPageSize and the requested number of directory contacts is greater than MaxSpeedDialPageSize, the number of contacts returned is less than or equal to 25.
  • If you define only DefaultSpeedDialPageSize, the number of contacts returned is equal to DefaultSpeedDialPageSize.
  • If you define both MaxSpeedDialPageSize and DefaultSpeedDialPageSize and the requested number of contacts is less than or equal to MaxSpeedDialPageSize, then the requested number of contacts is returned. If greater than MaxSpeedDialPageSize, the DefaultSpeedDialPageSize number of contacts is returned.
  • If you do not define either MaxSpeedDialPageSize or DefaultSpeedDialPageSize, the number of contacts returned is less than or equal to 25.

CIC clients

Maximum Ringing Calls per Second

Add this parameter to limit the number of station calls that CIC places every second. By default, there is no limit.

Note: If you are using workgroups that are configured as Group Rings, set this parameter to improve system stability.

Clients

MaximumHttpSessions

Add this parameter to specify the maximum number of HTTP sessions that Session Manager will allow. When the maximum threshold is reached, any subsequent attempts will be denied until the session count drops under the limit. The default value is 1000.

Note: This limit is per Session Manager and not the CIC server as whole. To turn the parameter off, set it to -1.

Session Manager

Non-silence Timeout

When using Media Server, set this parameter to specify in milliseconds before a series of plays are resumed if no silence is detected. If this parameter doesn't exist or is set to 0, there is no timeout before plays resume. The value of this parameter should be greater than the value of the Answering Machine Silence Time parameter, otherwise, the timeout occurs before silence is detected.

Media Server

OnPhoneDoesNotChangeTimeInStatus

Set this server parameter to prevent users' "Time in Status" from changing when they make a call (and you do not want their status to change). To enable, set the value to true. To return to the previous behavior, set the value to false.

Client Services

Outlook Data Source

This server parameter is used by handlers for Data Manager queries of Outlook Private Contacts in Interaction Mobile Office. The name of the parameter is the same name as the actual data source as configured in CIC Data Source Configuration. Parameter value: <the data source name for outlook private contacts>

Interaction Mobile Office

PAS_usev2

Set this parameter to True, Yes, or 1 to use Process Automation Server version 2. Otherwise, CIC uses Process Automation Server version 1 by default. This parameter was deprecated in 2018 R1.

IPA

PAS_blockLaunchDuringRestore

Set this parameter to True, Yes, or 1 to have Process Automation Server version 2 block new user flow launches until it finishes restoring previously-existing flows.

IPA

PAS_HandlerResponseTimeout

Use this parameter to specify the number of seconds IPA should wait before displaying an error for the Run Handler action if it does not execute successfully. If the parameter is not set, the default wait time is 30 seconds. If the server parameter's value is 0, then the wait time is unlimited.

Note: Only processes migrated from Interaction Process Automation 3.0 use this parameter. Beginning in Interaction Process Automation 4.0, you can configure timeout values for each action individually.

IPA

PAS Maximum Monitored Flows

This server parameter determines the maximum number of monitored process flows in the process monitor workspace in IC Server Manager. You can use it to reduce the number of process monitors if they return too much data. Set this parameter to any value to override the default maximum value of 5000. The minimum allowable value is 100.

IPA

PAS_UseOldDroplist

When enabled, this parameter allows users to quickly find items by entering a string. Default value is false.

IPA

Play Queue Announcements

This server parameter applies to non-DID calls (values are not case sensitive):

  • Neither (N) - Neither internal or external calls will hear queue announcements
  • Internal (I) - only internal (intercom) calls will hear queue announcements
  • External (E) - only external calls hear queue announcements (this is the default behavior if parameter is not set or set with an invalid value)
  • Both (B) - both internal and external calls hear queue announcements

Note  DID calls: Queue announcements are different than the DID prompt used to listen for fax. Anytime a DID number is called (only accessible from an external, inbound call), queue announcements are skipped. See Queue Announcementsfor more information.

Clients

Prevent IC Server from Moving Recordings by Region

Set this server parameter to True to block the IC Server from moving recordings to Remote Content Servers when they are not available. For example, this server parameter blocks the IC Server from moving recordings by region when a Remote Content Server runs out of space.

Interaction Recorder

Prevent Multiple Proactive Recordings

Set this server parameter to True to prevent multiple recordings from being created for each redial.

Telephony Services

ProblemReporterPath

Use this server parameter to specify the local path to store Problem Reporter log files. The default path is <ICservername>\I3\IC\ProblemReporter\<CIC client user name>. This server parameter is used by Problem Reporter.

Client Services

ProcessIVREvents

Set this server parameter to True to enable IVR tool step execution, or False to disable it. When this Analytics server parameter is set to True, IVR events will be generated and processed. If this parameter is set to False, IVR events will not be generated and processed.

Analytics

Provision Auto-Provisioning Enabled

Set this parameter to No to disable the auto-provisioning feature. This returns temporary configuration that displays a Setup label. It allows the phone to be associated to a managed IP phone during deployment, instead of the need for the MAC Address to be entered into Interaction Administrator before deployment. A restart of the provisioning server is required to make this setting effective.

Provisioning

Provision FTP Enabled

This parameter allows you to enable FTP on the provisioning server. Set the parameter to "Yes" to enable FTP. If the value is anything other than "Yes"(case in-sensitive), FTP is disabled. If the server parameter is not present, the default behavior is FTP enabled.

Note: The provision server must be restarted after adding/modifying the parameter for the changes to take effect.

Provisioning

 Provision HTTPS Mutual Authentication

Set this parameter to Yes and enable Use HTTPS Always to support mutual authentication, where the server authenticates the IP phone, and the IP phone authenticates the server. Also, the client certificates must be signed by the Default Lines Certificate Authority A restart of the provision server is required for this setting to take affect. For more information, See IC Managed IP Phones Administrator’s Guide document PureConnect Documentation Library.

Provisioning

Provision ISS Manual VLAN ID Enabled

For more information, see Managed IP Phone Advanced Options.

Managed IP Phones

QPSReportingTransactionBatchCount

Add this parameter to control the batching of the queue period stat database operations that are performed by Stat Server at every interval. To reduce the StatServer CPU usage, reduce the batch count. Be aware, however, that in large environments large PMQ files could become backed up on the hard drive. To increase the StatServer CPU usage, increase the batch count. This also increases the speed of PMQ file processing and reduces PMQ file backups if they become a problem with the default value. The default value is 100.

Stat Server

Reco Input Timeout Multiplier

Use this parameter to change the multiplier that Interaction Attendant uses to determine the amount of time a user has to enter numbers before the system times out. This parameter applies if Speech Recognition is enabled on the caller data Entry node. The default value is 4. You can set this parameter to any numeric value. For more information, see Caller Data Entry in Interaction Attendant help.

Interaction Attendant

Redact Using Default Expression

This parameter allows you to filter most credit card numbers and social security numbers in chat messages and email messages. These numbers are replaced with masked numbers so that agents cannot see the sensitive information. By default, masked numbers appear as “###############”. See also the Additional Redaction Expression and Redaction Replacement Text server parameters.

Chats

Redaction Replacement Text

This parameter allows you to specify the how masked numbers appear. Optionally use this server parameter with the Redact Using Default Expression server parameter or the Additional Redaction Expression server parameter.

Chats

Reject T38 If Multiple Media In INVITE

Some SIP carriers offer SIP INVITE messages with multiple media lines for multiple messages types, such as RTP (voice) and T.38 (fax).  When this server parameter is set to Yes (default), Interaction Center rejects the T.38 portion of these INVITE messages while acknowledging and processing the RTP portion.

Note: This server parameter does not affect SIP REINVITE messages that change the message type from RTP to T.38.

SIP

Remote Station Call Analysis Answer Supervision Interaction Center

Call analysis should terminate as soon as a call connects for remote stations. This is the behavior by default beginning in IC 4.0 SU3. To revert to the previous behavior, set this parameter to False.

Telephony Services

RemoteEmailFormLimit

This server parameter limits the number of email forms that can be open simultaneously in the CIC client. This includes the Email Window for Incoming Messages and Email Window for Outgoing Messages. This server parameter applies only to CIC clients in a Citrix or Terminal Services environment. The default value is 8. To disable the limit, set this parameter to -1.

Clients

ResetCalledIDOnExternalTransfer

This server parameter is a feature for customers that  want to use Cisco Unity for voice mail instead of using CIC for voice mail. When this parameter is set to 1 or Yes (enabled), if a call is in the IVR and it is blind transferred to a non-native (EXTERNAL) CIC Directory Number/Queue, then CIC reassigns the Cisco TAPI Call Attribute “CalledID” to the value it’s redirecting it to. This works well when CIC is acting as a front end to another PBX. Example:

  1. Call come into Main IVR (CalledID = 3000)

  2. CIC Blindtransfers to another PBX at 3010.

  3. When the PBX gets the call. (CalledID = 3010)

Telephony Services (Cisco TAPI)

ResetCalledIDOnTransferToUser

This server parameter is a feature for customers that  want to use Cisco Unity for voice mail instead of using CIC for voice mail. When this parameter is set to 1 or Yes (enabled), the system reassigns the Cisco TAPI Call Attribute “CalledID” value to the destination Directory Number any time a call is sent to a user through the alert tool step. Example:

  1. Call come into Main IVR (CalledID = 3000)

  2. CIC Blindtransfers the call to User logged into Station 7001. (CalledID = 7001)

  3. User then Blindtransfers to User logged into Station 7075. (CalledID = 7001)

Telephony Services (Cisco TAPI)

Rx Tree Init Collapsed

This server parameter gives users the option (on the Configuration tab in CIC client) to have Response Management nodes open or closed when accessing Response Management. Set the value to 1 for the nodes to be collapsed initially.

Response Management

SAPI DSCP Value

If the PureConnect QoS driver is not installed, Interaction Center can still be configured to play SAPI TTS through VoIP calls. Enter "0x0" to  represent the Differentiated Services Code Point (DSCP) value that is inserted in RTP packets of VoIP interactions. The DSCP value can be set to any value between 0x00 and 0x3f, if there is a specific need to do so.

SIP

Screen Record Delta Frame Count

This optional server parameter controls the number of delta frames between a key frame in a Screen Recording.  Increasing this value effectively decreases the size of screen recordings.  [Value - Integer 10...300] For more information, see  Interaction Recorder and Interaction Quality Manager Technical Reference in the PureConnect Documentation Library.

Interaction Recorder

Seize Deactivated Lines

This parameter applies to analog lines. When present and set to a value of "true" or "yes", this server parameter causes TS to set analog lines that are not configured as active in Interaction Administrator to the off-hook state. This causes inbound calls on those lines to receive a busy signal.

Note: Values are not case sensitive.

Telephony Services

Send FBMC Call Recordings To Notification Address

Set this server parameter to Y, Yes, T, True or 1 to have FBMC users' call recordings sent to their voice mail and fax notification email address as configured in CIC client options. By default, this server parameter is set to False, or disabled.

System

Send MWI to PBX

Set this parameter to Yes to send MWI to non-CIC stations. The default value is No.

MWI

Send Status Forward Notification

Set this parameter to Internal, External, All or None to determine which type of  a user's incoming calls result in an email notification if the user is in a forwarding status.

System

Server A Address

Specifies the alternate IP address of SwitchoverServer A in a dual NIC configuration.

Switchover

Server B Address

Specifies the alternate IP address of SwitchoverServer B in a dual NIC configuration.

Switchover

SetPersistedStatusOnLastStationLogout

Set this parameter to True to force the Client Services subsystem to look for any sessions that remain logged on without a station. If the remaining sessions are stationless, then the subsystem sets the user to the last persisted status and sets the LoggedIn flag to false. The default value for this parameter is False.

Client Services

Show Legacy Res Mgt

Legacy response management containers (Interaction Messages, Interaction URLs, Interaction Files) are not displayed unless they contain legacy information. Use this parameter to display the legacy containers (whether they contain information or not). Set the value to "1" to display the legacy containers. If this parameter is not added, or the value is set to "0" or "No", then the legacy response management containers will not be displayed unless they contain legacy information.

System

Single-Sided Monitor

This parameter allows you to listen to both sides of a monitored call. The default 0 allows you to hear both sides. If the server parameter is set to 1, monitoring will only hear one side of the call. You might want to do this if you are short on conference resources, but in general, this should not be used. Note The benefit of setting the parameter to 1 is you save conference resources. In some situations, you might hear both sides of the monitored call.

Telephony Services

SIP Phone Information Update

Enter this parameter and set the value to "1", "yes", or "true" for TS to dynamically update the Manufacturer and Model information, and MAC address for Polycom phones based on the User-Agent string from the registration process. This server parameter is helpful when migrating IP phones and associated SIP stations.

Telephony Services

Split E-1 Support

A value of 1 tells TS to turn on Split E-1 support. You can then choose the type of support in the T-1 Line Configuration dialog when creating a new line. Your choices will include:

  • <Not Split>
  • E & M
  • FXS Loopstart

Telephony Services

Split T-1 Support

A value of 1 tells TS to turn on Split T-1 support. You can then choose the type of support in the T-1 Line Configuration dialog when creating a new line. Your choices will include:

  • <Not Split>
  • E & M
  • FXS Loopstart

Telephony Services

StatServer_AlwaysTrackACWForLastACDInteraction

After an interaction is disconnected for an agent, the agent can manually change his or her status to ACW (After Call Work). By default, Stat Server only adds any automatic follow up for the interaction, or manual ACW statuses within the first two minutes post-disconnect. To track any other ACW time for the agent and workgroups, add this server parameter and set it to True. This impacts workgroup and agent data only. Interaction data (created by the Tracker subsystem) only tracks the total ACW time of any automatic status or a manual status that was started during the two minutes before deallocation.

Clients

StatServer_CombineConsecutiveAcwStatus Changes

If set to True, CIC combines consecutive ACW status changes. The value is False by default.

 

StatServer_SendQPSNotification

You can create the StatServer_SendQPSNotification parameter when you want to use a Notifier callback with the Queue Period Initiator handler to generate a notification that contains QPS data. Note: If there is a large amount of user or workgroup data, the notification can become very large and take several seconds to send. In some cases, the Notifier service terminates. For this reason, the server parameter is not enabled by default.

Notifier

StatServer_UseTotalInteractionCountForServiceLevelCalculations

When enabled, Stat Server calculates the service level target as Target Answered / Total Entered. Otherwise, the default calculation is Target Answered / Total Answered. Set the value (case-sensitive) to 1, Yes, or True. After changing the value, restart the StatServer subsystem on both the primary and backup CIC servers for the change to take effect.

 

Station Pickup User Validation

(Value = Yes) - If this attribute is set, users must enter there extension and password to pickup calls on a queue other than their own. Users only have access to the queues configured for the user as Modify Queue rights. This parameter requires that the user identify themself if they are dialing from a phone that they are not logged into.

System

Stop Recording T38

Use this parameter to automatically stop the proactive recording of a call if the call switches to a T.38 fax call. IC Server automatically enables the proactive recordings of calls. In order for IC Server to release MSTap on time when the call is switched to a T.38 fax call, you must enable this parameter. During a race condition, if this parameter is not enabled, inbound and outbound faxes may fail. By default, this parameter is disabled.

Telephony

Stutter Tone

If you create this server parameter and give it any non-null value, you will hear a stutter-tone if your inbox contains unheard voicemails. If you want to change the tone, it can be edited in System_StationOffHook.

System

SupervisorViewSuspendDelay

Use this parameter to tell Supervisor how long (in seconds) a view must be invisible before its queue watches are suspended. This parameter is queried at startup. If the parameter value is changed on the CIC server, Supervisor must be restarted to apply the change.

Interaction Supervisor

SupervisorMaxActiveInvisibleViews

Use this parameter to tell Supervisor how many invisible views may exist with active queue watches. This parameter is queried at startup. If the parameter value is changed on the CIC server, Supervisor must be restarted to apply the change.

Interaction Supervisor

SuppressForwardingAnnouncement

Currently, for "available, forward" calls, the prompt "your party is available at a remote location" (followed by hold music) is played. If you do not want this prompt played, you can suppress it and just play ringback while the call is being forwarded and connected. To suppress the prompt, add this server parameter with a value of either Y, yes, T, True, or 1 (this value is not case sensitive).

Clients

Switchover NetTest A

For use with Switchover in WAN environments. Switchover NetTest A specifies the name or IP address of a machine on the same network segment as SwitchoverServer B. It is used by the Switchover process on SwitchoverServer A when SwitchoverServer A is the backup server. Whenever a failure condition is detected, Switchover on the backup server will attempt to ping (ICMP echo) this IP endpoint found on the same network segment as the active server. If Switchover cannot ping this endpoint, it will assume the active server is still operable and not switch because there a WAN failure. Important: Since Switchover no longer has a network connection (and thus cannot replicate changes), it will log an error to the event log and shut down processing. The backup server will need to be restarted for Switchover monitoring and replication to resume.

Recommendation: The value for Switchover NetTest A should be the closest “pingable” (ICMP echo) IP address to SwitchoverServer B from SwitchoverServer A.

Switchover

Switchover NetTest B

For use with Switchover in WAN environments. Specifies the name or IP address of a machine on the same network segment as SwitchoverServer A. It is used by the Switchover process on SwitchoverServer B when SwitchoverServer B is the backup server.

Recommendation: The value for Switchover NetTest B should be the closest “pingable” (ICMP echo) IP address to SwitchoverServer A from SwitchoverServer B.

Switchover

Switchover NetTest Timeout

For use with Switchover in WAN environments. Used with Switchover NetTest A and Switchover NetTest B, this parameter specifies the amount of time (in seconds) that Switchover should wait for the ICMP echo to return. By default, this value is 1 second.

Switchover

Switchover Monitoring

For use in Interaction Director Switchover systems. Allows Interaction Processor to be monitored in Interaction Director configurations, instead of Telephony Services. The default value is "TsServer". Create and set the parameter to "IP".

Switchover

Switchover IP Retry Delay

For use in Interaction Director Switchover systems. When monitoring IP, this server parameter has the same effect as Switchover TS Failure Retry Delay.

Switchover

Switchover IP Timeout

For use in Interaction Director Switchover systems. When monitoring IP, this server parameter has the same effect as Switchover TS Timeout.

Switchover

Switchover UDP Monitor

Allows UDP (hearbeat) monitoring to be disabled. Create and set this server parameter to 'No' or '0' to do so. If a failure occurs, file replication is in an unknown state. The backup server will need to be restarted for Switchover monitoring and replication to resume.

Switchover

Switchover UDP Maximum Ping Delay

Specifies the number of failures (failure count increases each second a datagram is received) that Switchover on the backup server will tolerate before initiating a Switchover. Acceptable values are between 1 and 3600 seconds. The default value is 5 seconds.

Switchover

Switchover TS Timeout

Specifies the number of seconds that Switchover will wait for a Telephony Services (TS) ping response from the active server before signallng a TS failure. The value should be between 5 and 60 seconds. The default is 10 seconds.

Switchover

Switchover TS Failure Retry Delay

Specifies the number of seconds Switchover will wait after the active server fails to respond to a Telephony Services (TS) ping before retrying a TS ping. A second failure will cause the system to switch. The value must be greater than 0 seconds. The default is 1 second.

Switchover

SwitchMACAddress

Specifies the MAC address of the Ethernet control card in the Dataprobe device.

Switchover

Switchover Ping on Aux Connection

Set this parameter to Yes or 1 to move the TS ping from the main data connection to the auxiliary connection.

Note: To enable QoS on the ping on the auxilary connection (not the main connection), you must enable both the Switchover Ping on Aux Connection and the Switchover Use QoS For Ping parameters. QoS will not be used on ping if only Switchover Use Qos For Ping parameter is enabled.

Switchover

Switchover Use Qos For Ping

This parameter allows customized use of QoS for the TS ping on the auxiliary connection. This sets the priority of ping (echo request and echo reply) packets. Set this parameter to Yes or 1 to enable it. Further customization can be made using Switchover QoS DSCP, Switchover QoS Token Rate, and Switchover QoS Value 8021, each described below.

Note: To enable QoS on the ping on the auxilary connection (not the main connection), you must enable both the Switchover Ping on Aux Connection and the Switchover Use QoS For Ping parameters. QoS will not be used on ping if only Switchover Use Qos For Ping parameter is enabled.

Switchover

Switchover QoS DSCP

When Switchover Use Qos For Ping is enabled, set this parameter to set the value in the QoS byte. Differentiated Services Code Point (DSCP), is the six most significant bits of a packet. You can use DSCP to prioritize QoS traffic on switchover.

Note: To enable QoS on the ping on the auxilary connection, you must enable both the Switchover Ping on Aux Connection and the Switchover Use QoS For Ping parameters. QoS will not be used on ping if only Switchover Use Qos For Ping parameter is enabled.

Switchover

Switchover QoS Token Rate

When Switchover Use Qos For Ping is enabled, set this parameter to define the QoS traffic rate of packets on switchover.

Note: To enable QoS on the ping on the auxilary connection, you must enable both the Switchover Ping on Aux Connection and the Switchover Use QoS For Ping parameters. QoS will not be used on ping if only Switchover Use Qos For Ping parameter is enabled.

Switchover

Switchover QoS Value 8021

When Switchover Use Qos For Ping is enabled, set this parameter to define the interface trunking value (priority levels in both RTP and RTCP packets) for the QoS traffic.

Note: To enable QoS on the ping on the auxilary connection, you must enable both the Switchover Ping on Aux Connection and the Switchover Use QoS For Ping parameters. QoS will not be used on ping if only Switchover Use Qos For Ping parameter is enabled.

Switchover

Tone Location

Use this server parameter to set the global signaling tones  for dial tone, busy signal and ringback tones played by handlers. Entering a value does not change the signaling of the hardware. This changes audio that callers and users will hear during calls so the tones are more similar to the types used in a particular locale. User and station settings can be changed by configuring a Custom Attribute on the desired user or station. Possible values:

Belgium

France

Germany

Israel

Italy

Japan

Norway

Singapore

SouthKorea

Sweden

Switzerland

Taiwan

TheNetherlands

UnitedKingdom

UnitedStates

Notes: Internal alerts are controlled by the global setting only. User and station settings have no affect over internal alerting since the context of the tone is tied to the remote caller. Therefore, internal alerting is controlled by the server parameter setting only.

Ringback for outbound calls to delayed answer devices does not follow this setting. To configure this type of ringback, set ‘Ringback File’ in Telephony Parameters. This type of ringback typically happens for outbound calls on a SIP line that is configured to use Delayed Media.

System

Track Abandoned Dialer Interactions in InteractionSummary

Beginning in 2016 R1, Interaction Dialer calls without a connect event are no longer written to the interaction summary table. To re-enable this behavior, add this parameter and set it to "Yes", "True", or "1"
After you enable or re-enable this parameter, Interaction Tracker needs to re-evaluate all server parameters, so you must do one of the following:

  • Modify an item under Items tracked in Interaction Administrator - Un-check (disable) an item in the Items Tracked configuration (Interaction Tracker --> Configuration --> Items Tracked), and apply the changes. You then can re-check (enable) that item if it you need to track it.

    Or...
  • Restart Interaction Tracker - we recommended taking this action after normal operating hours.

Interaction Tracker

TreatEndpointIdleAsFullIdle

By default, CIC disconnects a call when both endpoints are in the idle state (no RTP packets) - see Broken RTP on Disconnect Time. If you want CIC to disconnect calls where only one endpoint has entered the idle state, create this parameter and set to "On", "True", or "Yes" to enable it. Also see Interaction Media Server Technical Reference in the PureConnect Documentation Library on the CIC server.   

 

TS Remove From Workgroup Conference Logic Active

This server parameter was added to make conferences conform to the same rules for callers and workgroups as for transfers. The default is set to TRUE. If you set the value to FALSE, the function will be restored to the behavior prior to this server parameter—where a workgroup call transferred from a three-party conference to a two-party conference is not seen as a transfer, and the call stays on the workgroup (even when it has been transferred externally and is no longer in the system).

Telephony Services

UseDNISStringComparison

This server parameter determines how the DNIS of an incoming call is handled in Interaction Attendant. To evaluate as an integer, remove the parameter entirely. To evaluate as a string, create the parameter with any value or leave it blank. Evaluating as a string is useful in the following cases:

  • The DNIS starts with leading 0's (for example, 000153)

  • The value of the DNIS is greater than 2^31, or 2147483648 (for example, 18889468999)

When evaluating the DNIS as a string, the comparisons evaluate properly. For example, CIC uses 000153 instead of 53. In the same way, CIC uses 18889468999 instead of 2147483648  because any value greater than 2^31 would otherwise resolve to that numeric value.

Note: Changes to this parameter are not in effect until you publish the Interaction Attendant configuration.

Interaction Attendant

UseExternalTranProviderForPurging

Use this parameter to avoid a five-minute timeout that prevents purging from working on large data sets. To prevent restarting the PureConnect service when this parameter is added, you must install either the Microsoft SQL Server command line tools or the Oracle SQL*Plus utility.

System

UUI Headers Copied in REFER

UUI information is sent via a BlindTransfer or a ConsultTransfer to the transfer target. Prior to CIC 2016 R1, CIC duplicated the UUI information in the transferee's REFER request. However, that behavior has been removed from CIC 2016 R1. If you want to duplicate the UUI information in the transferee's REFER request, add this parameter and set it to true. The default value is false.

Note: The standard technique of forwarding UUI information to the new transfer target is always included in the Refer-To address URI.

SIP Engine

Waiting Call Indication

Call waiting is enabled out-of-the-box. The default for this parameter, if it is not set, is On. Use the Waiting Call Indication parameter to globally disable call waiting for all alert types. Set this parameter to disable call waiting with one of the following values: off, false, F, No, N, or O.

Handlers

WorkgroupBatchSize

For Workforce Engagement Historical Data Export, this is the desired workgroup batch size for processing at a time. The default value is 10. Minimum value is 5; maximum value is 50.

If specified as 7, then the data for 7 workgroups is fetched from database and processed at a time.

 

Workgroup Alert Users On Calls

Set this parameter to T (true) to alert users on calls for direct to queue processing for non-ACD workgroup alerts. The default value is F (false).

ACD

Workgroup Distribution List Behavior

Set this parameter to True, Yes, or 1 to make a workgroup (without a queue) behave as a distribution list of members. When this server parameter is enabled, voicemail messages left for a workgroup are sent as email messages to the workgroup members. The workgroup can not have an email address associated with it, in order for this feature to work correctly. See Set Up Voice Mail Distribution in Attendant in Interaction Attendant online help for more information.

System

SM HTTPS CORS allowlist

By default, CIC reflects the origin from request header in the Access-Control-Allow-Origin value of response, which allows any domain to make the request.

Use this server parameter to customize allowed origins.

This server parameter holds a list of allowed domains in the format schema://domain[:port] separated by; (semicolon delimiter).

For example: http://subdomain1.domain.com; https://subdomain2.domain.com:9000

 

Related topics

Packaged Server Parameters

Automated Switchover System Server Parameters

Dialer Server Parameters

E-FAQ Server Parameters

Server parameters for IC Business Manager Views

Text To Speech Server Parameters