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Web Processor Bridge Parameters

These parameters affect the behavior of the WebProcessor Bridge.

Web Processor Bridge Parameter Description Available

Access Control

CallbackAccessControl

In 4.0 SU 3 or later, this controls whether WPB allows visitors to create callback requests.

In 4.0 SU 4 or later, this also determines whether the radio buttons for both anonymous and authenticated access appear in the webpage where a visitor requests a callback. See the I have an account and I don't have an account radio buttons on the Interaction Web Tools default page in Default Page and Customization Examples

0=block all

1=allow all

2=authenticated only

3=anonymous only

Example: If CallbackAccessControl=2 and your custom web interface ignores the presence or absence of supportAuthenticationAnonymous, WPB prevents website visitors from creating anonymous callback requests.

Example 2: If CallbackAccessControl=1 (allow all) and MaxAnonymousInteractions=0 (anonymous users cannot start a chat or create a callback request), supportAuthenticationAnonymous is sent from WebProcessor Bridge to the visitor's browser.

4.0 SU 3 to present

ChatAccessControl

In 4.0 SU 3 or later, this controls whether WPB allows visitors to create chat requests.

In 4.0 SU 4 or later, this also determines whether the radio buttons for both anonymous and authenticated access appear in the webpage where a visitor starts a chat interaction. See the I have an account and I don't have an account radio buttons on the Interaction Web Tools default page in Default Page and Customization Examples.

0=block all

1=allow all

2=authenticated only

3=anonymous only

Example: If ChatAccessControl=2 and your custom web interface ignores the presence or absence of supportAuthenticationAnonymous, WPB prevents website visitors from creating anonymous callback requests.

Example 2: If ChatAccessControl=1 (allow all) and MaxAnonymousInteractions=0 (anonymous users cannot start a chat or create a callback request), supportAuthenticationAnonymous is sent from WebProcessor Bridge to the visitor's browser.

4.0 SU 3 to present

QueryQueueAccessControl

Controls whether the radio buttons for both anonymous and authenticated access to the chat and callback links appear to website visitors when the appropriate queue is not busy. This parameter only applies if you have created a handler customization.

0=block all

1=allow all

2=authenticated only

3=anonymous only

The query queue tool enables you to find out programmatically how many agents are available and what the wait time is. You can write your own code to do something with that information. Your code could implement certain rules that control the display of the chat and callback links. For example:

Display the chat link if wait time is less than 3 minutes.

Display the chat link if agents are free or the wait time is less than 1 minute. Otherwise, show the callback link.

Display the link to everyone if agents are free. If not, and the wait time is less than 8 minutes, display the link to every third visitor. Otherwise don't display the link.

4.0 SU 3 to present

Polling

MaxPollFrequency

Sets the interval after which the Javascript client polls during a chat. Defaults to: 2000 ms (2 seconds).

Note:
Setting this value lower can seem to speed up the pace of a chat conversation, but it increases the CIC server's workload. Setting it to a higher value eases the CIC server's workload but can make chats seem sluggish.

Recommended values are 1000 - 5000 ms.

4.0 SU 2 to present

Ports

AdditionalHTTPPorts

You can supply additional HTTP port numbers for the web server to CIC server connection. Use a semi-colon (;) to separate multiple port numbers. This is not a dynamic parameter; it requires a WebProcessor Bridge restart.

Note:
As part of the Installation and Configuration procedure, you can configure a single HTTP port number in the Web Services Configuration container in Interaction Administrator. The default port number is 8114 for HTTP.

4.0 SU 3 to present

AdditionalHTTPSPorts

You can supply additional HTTPS port numbers for the web server to CIC server connection. Use a semi-colon (;) to separate multiple port numbers. This is not a dynamic parameter; it requires a WebProcessor Bridge restart.

Note:
As part of the Installation and Configuration procedure, you can configure a single HTTPS port number in the Web Services Configuration container in Interaction Administrator. The default port number is 3508 for HTTPS.

4.0 SU 3 to present

Problem Reports

AllowClientProblemReport

Allow visitor browsers to generate a problem report if something goes wrong during a chat session.

0 = Do not allow problem reports

1 = Allow problem reports

Note:
For more information, see the description of the ProblemReportControlExpression parameter and also Problem Reports.

4.0 SU 3 to present

ProblemReportControlExpression

This parameter works in tandem with AllowClientProblemReport. The content of this parameter is matched against the content of a problem report to determine which problem reports are sent to the Web Processor Bridge.

The content of this parameter can be any regular expression. Do not enclose this regular expression in slashes.

Note:
For more information, see the description of the AllowClientProblemReport parameter and also Problem Reports.

Example settings:

AllowClientProblemReport = 1

ProblemReportControlExpression = Chrome

In this example, all browsers generate problem reports if something goes wrong internally during a chat session. However, only reports containing the word Chrome are sent to the WPB. In practice, the WPB logs would contain problem reports only from chat participants using Chrome browsers, as there is no other reason for the report to contain that word.

Note:
If ProblemReportControlExpression is missing or empty but AllowClientProblemReport is 1, then all problem reports are sent to the WPB.

4.0 SU 3 to present

Queue Query

QueueQueryIdleAbortTime

This parameter works in tandem with QueueQueryTime. QueueQueryTime determines how often a value in the cache is updated, and QueuQueryIdleAbortTime determines when the value is removed from the cache. The unit of time for this parameter is seconds.

4.0 SU 3 to present

QueueQueryTime

Queue status queries are sent to the ACD server. This parameter determines how frequently the ACD server can be queried. To avoid processing overload, subsequent queries about the status of the same queue are sent to a cache. After the time limit set by this parameter is reached, any subsequent queue status query is sent to the ACD server. The unit of time for this parameter is seconds.

4.0 SU 3 to present