Web Services Parameters

Parameter

Description

HoldMsg

Message displayed when interaction is placed on hold. Preset to: “%1 has put the conversation on hold.” %1 delimiter is replaced by agent name.

InteractionsAllowedUnitTime

See the description in MaxInteractionsAllowedPerUnitTime the default is 1

MaxActiveInteractionsAllowed

This determines the maximum number of active interactions (web chats/callback) allowed through WebProcessorBridge at any point of time. For example, if its value is 5000. WPB can create 5000 active web chats/callbacks. If 10 chats/callbacks  are disconnected, WPB can create another 10 web chats/callbacks. This limitation doesn't apply on intercom chats/callbacks. The default is 5000.

MaxAnonymousInteractionsAllowed

This limits the total number of active web chats/callbacks, anonymous users can create at any point of time. the default is 5000.

MaxAnyInteractionsAllowedPerQueue

This limits the total number of active chats and callback requests that are allowed on an ACD queue at any point in time. The default is 5000. Note: The Web Processor adheres to this setting. This setting does not affect the number of active calls, e-mails, and faxes allowed on an ACD queue at any point in time.

MaxInteractionsAllowedPerIP

This limits the total number of active web chats/callbacks that can be created from one IP address at any point of time. The default is 15.

MaxInteractionsAllowedPerUnitTime

MaxInteractionsAllowedPerUnitTime and InteractionsAllowedUnitTime together define the web chat/callback burst time. For example, if MaxInteractionsAllowedPerUnitTime = 5 and InteractionAllowedUnitTime = 1, then no more than a burst of 5 chats per 1 second would be allowed. The default is 5.

MaxInteractionsAllowedPerUser

This limits the total number of active web interactions (chats or callbacks), an Interaction Tracker registered user can create at any point of time. The default is 5.

SystemName

Identifies the server name to display as a prefix for server messages. Preset to: IC. For example, if you changed IC to WebAdmin you would see "WebAdmin: DebbiH has joined the conversation." To change the preset value, right-click the parameter name and select Properties. You see the Parameter Configuration dialog where you can enter a new parameter value.

WebCGIRequestTimeout

This is used with the CGI request/response parameter. This time out (in seconds) determines the maximum time a handler can take to reply to the CGI request. The default is 300.

Parameter

Description

AgentConnectedMsg

Sets the message that appears in the Chat dialog when an Agent joins a chat. Preset to: "<Name> has joined the conversation." A visitor to the Website who has not registered, would appear as WebUser. A visitor who has registered is identified by name. For example, if the agent's ID was TomS, you would see "TomS has joined the conversation." If the visitor was unregistered, you would see "WebUser has joined the conversation." To change the preset value, right-click the parameter name and select Properties. You see the Parameter Configuration dialog where you can enter a new parameter value.

AgentDisconnectedMsg

Sets the message that appears in the Chat dialog when an Agent leaves a chat. Preset to: "<Name> has left the conversation." A visitor to the Website who has not registered, would appear as WebUser. A visitor who has registered is identified by name. For example, if a registered visitor's ID was DebbiH@framis.com, you would see DebbiH@framis.com has left the conversation. To change the preset value, right-click the parameter name and select Properties. You see the Parameter Configuration dialog where you can enter a new parameter value.

CallbackAccessControl

In IC 4.0 SU3 or later, this controls whether WPB allows visitors to create callback requests. In IC 4.0 SU4 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.

• 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.

ChatAccessControl

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

• 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: When 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.

EnableIdleTimeout

0 = Disable timeout. (Default value)

1 = Enable timeout.

IdleDisconnectMessage

Specifies the message sent to all parties after the

chat is disconnected. You can customize this default message: "%1 has been disconnected from chat since being idle for %4."

%1 = Visitor name

%2 = Idle Time

%3 = Grace time

%4 = Idle Time + Grace Time

Curly brackets, {}, are not used. All time display

are localized so they appear in the manner in which the visitor is used to seeing them.

IdleWarningMessage

Specifies the warning message sent to all parties after the time defined in PartyIdleTime. You can customize this default message: "%1 has been idle for %2. The party has to type something within next %3 to remain active in chat".

%1 = Visitor name

%2 = Idle Time

%3 = Grace time

%4 = Idle Time + Grace Time

Curly brackets, {}, are not used. All time displays are localized so they appear in the manner in which the Visitor is used to seeing them.

MaxPollFrequency

Sets the interval after which the Javascript client polls during a chat. the default is 2000ms (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 between 1000 ms and 5000 ms.

PartyIdleGraceTime

Set the maximum number of seconds the web user can remain idle after the warning message is sent. The default is 120 seconds. See also SMS Configuration.

Note: If you want to use this parameter, you must also add the EnableIdleTimeout parameter and set that parameter to 1.

PartyIdleTime

Set the time (in seconds) the visitor can be idle before the warning is displayed. The default is 300 seconds. See also SMS Configuration.

Note: If you want to use this parameter, you must also add the EnableIdleTimeout parameter and set that parameter to 1.

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.

• 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.

VisitorConnectedMsg

Sets the message that appears in the Chat dialog when a visitor joins a chat. Preset to: "<Name> has joined the conversation." A visitor to the Website who has not registered, would appear as WebUser. A visitor who has registered is identified by name. For example, if the agent's ID was TomS, you would see "TomS has joined the conversation." If the visitor was unregistered, you would see "WebUser has joined the conversation." To change the preset value, right-click the parameter name and select Properties. You see the Parameter Configuration dialog where you can enter a new parameter value.

VisitorDisconnectedMsg

Sets the message that appears in the Chat dialog when a visitor leaves a chat. Preset to: "<Name> has left the conversation." A visitor to the Website who has not registered, would appear as WebUser. A visitor who has registered is identified by name. For example, if a registered visitor's ID was pattyj@nville.com, you would see pattyj@nville.com has left the conversation. To change the preset value, right-click the parameter name and select Properties. You see the Parameter Configuration dialog where you can enter a new parameter value.