Optional Server Parameters

Interaction Dialer supports the optional server parameters listed below. These are not set by the install, but you can configure them using the Server Parameters container in Interaction Administrator. Keep in mind that parameters identified as Boolean, must have the value specified in lowercase i.e. true, false.

Apply Custom DNC to PND Lookup

This parameter allows the PND to be filtered by a database-based custom DNC. When Dialer does not have the phone number details (PND) for a contact, it will send an individual lookup request to DialerTran. This lookup request will return the PND regardless of the presence of the phone number in the custom DNC list associated with the campaign. Setting this parameter to a Boolean true (1, y, true) enables the PND lookup to be filtered by the database-based custom DNC. You must also restart the DialerTran subsystem on the CampaignServer.

BufferObjectCommits

For information about the BufferObjectCommits Campaign Server Parameter, refer to The BufferObjectCommits parameter.

Dialer Allow Policy to Update Attempts

Boolean. Set this parameter to true so that when a policy updates the Attempts column for a contact, Dialer also updates the internal max attempts counters. By default, this parameter is set to false.

Dialer Always Apply Number to Dial

Boolean. If you use the Number to Dial policy behavior for Preview campaigns, you must set this parameter to true so that Dialer uses the value from the Number to Dial policy behavior for the call. The default is false.

Dialer Always Call wrap-up

Boolean. Default=false. This parameter is used to control whether or not Dialer will call the DialerCallWrapUp handler only for agent-dispositioned calls, or for all calls. When set to false Dialer will only call the DialerCallWrapUp handler for agent dispositioned calls, when set to true Dialer will call it for all calls.

Dialer BaseScripter Automatic Disposition Timeout

The time in seconds that base scripts will wait before automatically dispositioning an interaction after it disconnects or leaves the agent's queue. This parameter is only implemented in Scripter .NET and is not supported by Interaction Connect.

Dialer BaseScripter Automatic Disposition Wrap-Up Code

The wrap-up code that base scripts will use when automatically dispositioning an interaction. This parameter is only implemented in Scripter .NET and is not supported by Interaction Connect.

Dialer Call Custom Sprocs

If you are implementing custom stored procedures, you need to set this parameter to true so that Dialer will run your custom stored procedures when writing data to the CallHistory Table or the AgentStats Table. By default, this parameter is set to false.

NOTE: Be aware that Dialer's local PMQ can get backed up because of transaction and custom SPROC overhead. To circumvent this problem, this server parameter was created and set to false by default in order to prevent custom reporting SPROCs from being called.

Dialer Campaign Server Backup

This server parameter is added when CCS Switchover is configured. It stores the name of the CCS that the ODS subsystems should connect to when a CCS switchover is detected.

Dialer Check Skilled Contacts During Campaign Idle

When this parameter is set to true, Dialer will check for skilled contacts during a campaign idle check. The default is false.

Dialer Cisco Tone Detection Enable

Boolean. This parameter, when set to true, allows you to create a new tone detector that will allow Dialer to detect the 425Hz tone generated by a standard Cisco PBX.

Dialer Clear Lastcallid On Ambiguous Agent Logout

If this parameter is set to true, Dialer clears an agent's LastCallid when an Ambiguous Agent Logout disposition occurs. The default is false.

Dialer Clear Reservation On Breakgranted

When this server parameter is set to "True", Dialer will clear any campaign reservation the agent has when their break is granted. The agent will be free to be reserved for a new campaign when their break ends. Default = "False".

When this parameter is not set, or is False, Interaction Dialer does not clear an agent reservation if the agent goes on break. This could cause long idle time if the agent is reserved for a campaign prior to taking a break, but afterward, the campaign no longer has contacts to dial.

Dialer CPA Aggression Level

This parameter allows you to determine how aggressively you want to configure the CPA adjustment level. Valid values are 0-10, where 0 indicates off. A value of 1 is the least conservative while a value of 10 is the most conservative. This parameter can be adjusted in real-time; however, if the campaign is reset, the system will restore the original value that was present when the campaign began.

Dialer Delay Campaign Transition Login

If you are using rule-based Agent Management to transition agents from one campaign to another, you should also be using the Dialer Delay Campaign Transition Login server parameter with the value set to 1. Enabling this server parameter will make sure that Dialer will delay the login to the destination campaign until after it has granted the previous campaign logout request.

Dialer Disable Tone Detection

When the value is set to 1, provides the option to disable tone detection while waiting for silence. This prevents a barge-in by a lengthy tone after the tone has already been detected. Dialer will still listen for seconds of silence and will restart on an interruption.

Dialer Disposition After Call Transfer Delay

The number of minutes to wait before Dialer dispositions a transferred call. Valid values are 3 - 30. The default is 3.

Dialer JIT Query Frequency Override

When assigned an integer value in milliseconds, overrides the Priority Dialing Query Frequency campaign setting for all campaigns running on the Dialer server. Query frequency determines how often (in seconds) that Interaction Dialer should check the contact list for newly inserted priority contact records (records that have a "J" status). Query frequency is normally set on the Contact List tab, but you can override it using this parameter. See also Dialer JIT Query Frequency Override.

Dialer Limit Idle Calls

See Special Case—Optional Server Parameters.

Dialer Mandatory Minimum ACW Start

Indicates when the ACW timer starts. The default value is "disconnect", which means that the timer starts when the call disconnects. The alternative value is "disposition", which starts the timer when the call is dispositioned.

Dialer Mandatory Minimum ACW Time

The minimum time in seconds between outbound calls. The default value is 10 seconds.

Dialer Prepend Priority Contacts

Provides the option to dial the latest import of Priority Dialing (JIT) records ahead of current JIT records in cache. By default when Priority contacts are pulled into Dialer they are added to the end of Dialer's existing cache of Priority contacts. When this server parameter is enabled by setting its value to 1, Dialer will add each new batch of Priority contacts to the front of its existing cache of Priority contacts.

Dialer Preserve Agent Ownership On Max Daily Attempts

By default, Agent-owned scheduled callbacks are converted to campaign-wide callbacks if the contact is continuously rescheduled due to max daily attempts. When this server parameter has a value of "True", Dialer will not increment the attempts rescheduled when an agent-owned callback is rescheduled due to hitting the max daily attempts limit.

Dialer Prevent Autobreak On Workgroup Followup

This parameter resolves an issue caused by email and chat interactions entering Followup status. When an agent's status moves to Followup from a non-fully utilized chat or email interaction, this causes base scripts to put the agent into Do Not Disturb status. An agent who is on a chat or email interaction will remain in the Available status and, therefore, is considered to be Idle by Dialer. When the agent moves from these interactions into a Followup status, Dialer puts the agent on break, since they moved from Idle to a non-ACD status. Because Dialer put the agent on break, base scripts in InteractionScripter.Net move the agent to the Do Not Disturb status, while the agent is still in Followup.

When this parameter is enabled,  an agent logged into a base script in InteractionScripter.Net while moving to Followup from an email or chat interaction, will not enter Do Not Disturb status.

Dialer Record All Agent Calls

Boolean. When true, causes all Dialer calls sent to agents to be recorded; Dialer will initiate recording before transferring the call to the agent. This eliminates any possibility of recording delays due to system load.

Dialer Scripter Use Record Snippet

"Snippets" are ad-hoc recordings generated by a user to record part of an on-going interaction. Historically, Interaction Scripter .Net provided the option to record a call through IceLib to create an ad-hoc wav-based recording that is managed by media servers but not IRServer. But prior to 2018 R1, Scripter did not have a mechanism to initiate snippet recordings from within Interaction Scripter.Net client.

By setting this parameter true, Interaction Scripter.NET will record snippets, provided that:

• The user has the "Snip" security right assigned, which makes the Record option visible in the client. This right is assigned under "Interaction Command Rights" in Interaction Administrator.

• The user has the "Record Interaction Snippet" right to initate recordings in their queue. In Interaction Administrator, this right appears under "My Interaction Rights".

Snippet recordings are managed by IRServer and will generate SASF recordings.

Dialer Send Email Attachments

Dialer allows you to choose whether to allow attachments in HTML emails. To disable attachments, set this parameter to "False".

Dialer Server HTTP Port

To support the Follow Up Call feature, DialerServer hosts an HTTPS server to communicate PND information to Scripter upon request. By default, Dialer uses port 13151 for this communication. If you wish to use a different port, you can use the Dialer Server HTTP Port parameter to specify a different port.

Dialer StartReceivingCalls Per Campaign

There are two situations in which you would want to use the Dialer StartReceivingCalls Per Campaign server parameter:

If you are using the IS_Action_StartReceivingCalls predictive action and want to have this action function on a per campaign basis rather than on a per agent basis, you will need to use the Dialer StartReceivingCalls Per Campaign server parameter with the value set to 1.

If you are using the /nostartreceiving command-line parameter with Interaction Scripter Client or a third-party ICELib application, you will need to use the Dialer StartReceivingCalls Per Campaign server parameter with the value set to 1. If you don't, agents who request a break before the script or application triggers the StartReceivingCalls action will continue to receive calls regardless of their request.

NOTE: The Dialer StartReceivingCalls Per Campaign server parameter only works for agents who have the LogonCampaign right. For more information on the Logon Campaign right, see the Security Rights topic in the Interaction Administrator help system.

For more information on the IS_Action_StartReceivingCalls predictive action, see the Predictive Actions topic in the Interaction Scripter Developer's Guide. For more information on the /nostartreceiving command-line parameter, see the Optional Command Line Parameters topic in the Scripter .NET Client Help.

Dialer Tone Detection Wait Time

The amount of time in milliseconds for Dialer to sleep after detecting an answering machine tone. With the default of 500 milliseconds, Dialer waits half a second after detecting an answer machine tone before proceeding with the agentless behavior.

Dialer Wait For Silence Timeout

See Special Case—Optional Server Parameters.

Special Case—Optional Server Parameters

The next two optional server parameters can be used to enhance Dialer's ability to leave automated messages on answering machines and voice mail systems.

Dialer Limit Idle Calls

Boolean. Dialer tracks required idle calls as a double rather than an integer, which can lead to cases where Dialer needs to place a fraction of one call. Dialer will always place a minimum of 1 call if it needs to place any, which can cause over-dialing. This server parameter limits the number of idle calls Dialer places. When set to true, it causes Dialer to round down when determining how many idle calls to place, instead of allowing fractional calls.

Dialer Wait For Silence Timeout

Sets the maximum length of time that Dialer will wait when detecting silence on a call before playing a wave file. The default is 120 seconds. The value is the number of seconds and the valid range is 0 to 600, with the default being 120 seconds.

AggressiveLiveSpeakerDetectionLevel

This is to add an aggressive live speaker detection mode that is focused on speed of connecting a live speaker to an agent based solely on the number of rings (no speech required).

See also

Required Server Parameters

Campaign Server Parameters