AssistedServer.config - Altitude uCI Server configuration

The file AssistedServer.config is usually at C:\ProgramData\Altitude\Altitude uCI 8\Altitude uCI Server\easy\Configuration\. Shut down the contact center and restart the Windows service of the Altitude uCI Server for the changes to take place.

Instance attributes

The Altitude uCI Server attributes are the following:

• name: The identification of the Altitude uCI Server.
• port: The port used for non-SSL connections.
• secure_port: The port used for SSL connections.

<instance name="easy" port="1500" secure_port="1443">

...

</instance>

General configuration parameters

The general configuration parameters of the Altitude uCI Server are the following:

• AUTH_SERV: The URL to the Authentication Service, in the format https://<host>:<port>, where <host> is the fully qualified domain name (FQDN) of the machine where you installed the Authentication Service, and <port> is the port where the Authentication Service listens for connections. For example, https://ccserver.mycompany.com:5100.

  Important The FQDN of the machine where the Authentication Service is installed must be in lowercase.

• CONTACT_CENTER_NAME: The identification of the Altitude uCI Server.
• DOCM_REPOSITORY_PATH: Directory for the document repository.
• HOME_BIN: Path to the Altitude uCI Server binaries.
• INSTALLATION_TYPE: Defines whether the installation of Altitude uCI Server is a standalone installation or if the Altitude uCI Server is installed in a virtual contact center.
• LMS_ADDR: TCP/IP hostname and port of the computer hosting the License Server, separated by a colon (:).
• MODE: Defines whether the installation is for an Altitude uCI Server or a Remote Gateway.
• NEW_EASY_LOG_FORMAT: If set to 0, the Altitude uCI Server configuration file easy.log keeps the old format. Otherwise, easy.log has a new format.
• START_BATCH: Batch file that runs when the Altitude uCI Server boots. You should keep the default.
• DISABLE_AGENT_CHECK_SWITCH_ID: Set to 1 to enable more than one agent to have the same switch id.
• WARN_DB_THRESHOLD_TIME_FOR_LONG_OPERATIONS: Time, in milliseconds, after which database operations related to bulk command execution report to easy.log. The trace file will contain the query.
• WARN_DB_THRESHOLD_TIME_FOR_OPERATIONS: Time, in milliseconds, after which other database operations report to easy.log. The trace file will contain the query.

<MODE>server</MODE>

<CONTACT_CENTER_NAME>easy</CONTACT_CENTER_NAME>

<!-- Directory added to the PATH environment variable -->

<HOME_BIN>C:\Program Files (x86)\Altitude\Altitude uCI 8\Altitude uCI Server\easy\bin\</HOME_BIN>

<LMS_ADDR>localhost:1770</LMS_ADDR>

<START_BATCH>C:\Program Files (x86)\Altitude\Altitude uCI 8\Altitude uCI Server\easy\local\easy_arc.bat</START_BATCH>

<DOCM_REPOSITORY_PATH>C:\ProgramData\Altitude\Altitude uCI 8\Altitude uCI Server\easy\Documents\</DOCM_REPOSITORY_PATH>

<INSTALLATION_TYPE>stand-alone</INSTALLATION_TYPE>

<AUTH_SERV>https://ccserver.mycompany.com:5100</AUTH_SERV>

Node CFG

The node CFG contains the configuration attributes related to the Altitude uCI Server as follows:

• AFINITI_CT_PROFILE_ID_FIELD_NAME_BY_DIRECTORY: Lists, by directory, the contact profile extensions that Afiniti uses to identify the contact profile unique ID. If the directory does not have a contact profile extension set, Afiniti uses the built-in contact profile unique ID. The format is the following:

  <AFINITI_CT_PROFILE_ID_FIELD_NAME_BY_DIRECTORY>dir1_name:dir1_extension,dir2_name:

  dir2_extension</AFINITI_CT_PROFILE_ID_FIELD_NAME_BY_DIRECTORY>

• AM_SCORING_THREAD_POOL_NUMBER: Number of scoring threads of the am process.
• AUTH_FORCE_SYNC_ON_BOOT: If set to 1, synchronizes users between the Authentication Service and the Altitude uCI Server.
• BULK_RECOVER_STRATEGY_COUNTERS: If defined and set to 0, the Altitude uCI Server runs a previous version of the task that recovers the Strategy Center counters. If not defined or set to 1, the Altitude uCI Server runs an optimized version of the task that recovers the Strategy Center counters.
• CALL_DATA_TRANSFER_CANNOT_BE_REUSED: If set to 1, allows the correct mapping of calls between the Communication Server and Avaya.
• CONTACT_VALIDATION_RESPONSE_TIMEOUT: Defines the timeout for contact validation web services. The value must be within the range 2s to 60s. The default value is 2.
• COUNT_LINEOVERFLOW_AS_TRY_CAMPAIGNS: List of the campaigns names, for which the outbound calls that result in a trunk line overflow (TLO) reason, are counted as outbound calls attempts for the Maximum number of tries in the outbound rule of these campaigns or of contacts from these campaigns. The total number of the outbound calls attempts that can reach or exceed the Maximum number of tries includes the maximum number of tries per reason and per phone type. For example, the maximum number of calls attempts per phone type can be the value of the Max. tries of Home phone from the number of calls attempts to a home phone that result in a Busy reason. The format is the following:

  <COUNT_LINEOVERFLOW_AS_TRY_CAMPAIGNS>Helpdesk,CustomerCare,Orders,Technical Support,Telemarketing</COUNT_LINEOVERFLOW_AS_TRY_CAMPAIGNS>

• DBMON_DB_LOCK_FEATURE_DISABLE: If set to 1, disables the Database Monitor process. If the Database Monitor process is disabled, the Altitude uCI Server may not have exclusive access to the Altitude uCI Server database. The default value is 0.
• DBMON_LOCK_TIMEOUT: Timeout in seconds for the lock on the Altitude uCI Server database. When the timeout expires, the Database Monitor releases the current lock on the Altitude uCI Server database and begins a new lock to prevent the limitless growth of the transaction log in the database associated with the lock mechanism. The default value is 3600.
• DISABLE_DISK_MONITOR: Disables the Altitude uCI Server Disk Monitoring.
• ENABLE_ACC_AUTOMATIC_CALL_RETRY_DUE_TO_LINE_OVERFLOW: If not defined or set to an invalid value, for example, -1, all Communication Server telephony gateways continue retrying through a different configured Altitude Call Classifier (ACC) device, to perform the outbound calls that failed due to line overflow with CSTA reasons such as EC_NETWORK_CONGESTION, EC_OVERFLOW and EC_TRUNKS_BUSY. If set to 0, all Communication Server telephony gateways do not retry ACC outbound calls that failed due to line overflow. If set to 0 and prefixed with a specific telephony gateway name, then only that specific telephony gateway will not retry ACC outbound calls that failed due to line overflow. The configuration is the following:<gwname_ENABLE_ACC_AUTOMATIC_CALL_RETRY_DUE_TO_LINE_OVERFLOW>0</gwname_ENABLE_ACC_AUTOMATIC_CALL_RETRY_DUE_TO_LINE_OVERFLOW>
• ENABLE_FORCED_ANI_WITH_DATA: For all Avaya gateways, if set to 1, the telephony gateways replace the calling party number and sends the call key as UUI for outbound calls configured with a forced ANI.
• ENTITY_CACHE_EXPIRY: Time, in seconds, that cache entries take to expire. You can specify a value between 3 and 3600. If the value is not defined or is outside the range, the default value is 30.
• EXTENDED_NUMBER_FORMAT_FOR_OUTBOUND_CALLS: If set to 1, the Altitude uCI Server recognizes and adapts the phone number to dial according to extended number formats. For example, the German national number convention.
• EXTRA_BOOT_DEBUG_ACTIVE: If set to 1, adds extra debug to boot processes.
• FM_MIN_RELAUNCH_TIME: Minimum time in seconds to wait until restarting the Altitude uCI Server service. The default value is 5.
• FM_MAX_RELAUNCH_TIME: Maximum time in seconds to wait until restarting the Altitude uCI Server service. The default value is 240. The Failure Monitor restarts the Altitude uCI Server service as soon as the Failure Monitor detects that the Altitude uCI Server is not responding. If the Failure Monitor needs to restart the Altitude uCI Server service again, the Failure Monitor waits FM_MIN_RELAUNCH_TIME. On subsequent restarts, the Failure Monitor waits FM_MIN_RELAUNCH_TIME + <fraction of time between FM_MIN_RELAUNCH_TIME and FM_MAX_RELAUNCH_TIME>.
• FR_MAX_TIME_WINDOW: Timeout in seconds to reset the number of tries to recover the Altitude uCI Server. The default value is 3600.
• FR_MAX_TRIES: Maximum number of tries to recover the Altitude uCI Server within FR_MAX_TIME_WINDOW. When the Failure Recover reaches the maximum number of tries within FR_MAX_TIME_WINDOW, the Failure Recovery will not try to recover the Altitude uCI Server again and the Altitude uCI Server will remain offline. The default value is 5.
• gwname_FBOOK_PAGE_MESSAGES_ENABLED_VALUE: Enables the support for Facebook private messages. Disabled by default. To enable, set to 1.
• gwname_FBOOK_POLLING_INTERVAL_MINIMAL_VALUE: Defines the time interval, in tenths of seconds, for the Altitude uCI Server to check for new private messages in Facebook.
• gwname_FBOOK_POST_GET_SUMMARY_MAX_N_POSTS_VALUE: The maximum number of posts checked on each polling to the Facebook Graph API.

  Note The number of posts to check in the first polling is multiplied by the K factor.

• gwname_FBOOK_POST_GET_SUMMARY_MAX_N_POSTS_K_FACTOR_ON_1ST_REQUEST_VALUE: The multiplier to apply to the maximum number of posts checked on the first pooling to the Facebook Graph API. For example, if you set gwname_FBOOK_POST_GET_SUMMARY_MAX_N_POSTS_VALUE to 50 and gwname_FBOOK_POST_GET_SUMMARY_MAX_N_POSTS_K_FACTOR_ON_1ST_REQUEST_VALUE to 4, the first polling checks for 200 posts.
• gwname_FBOOK_POST_GET_SUMMARY_SINCE_N_DAYS_VALUE: The maximum number of past days checked on each polling to the Facebook Graph API.

  Note The number of days to check in the first polling is multiplied by the K factor.

• gwname_FBOOK_POST_GET_SUMMARY_SINCE_N_DAYS_K_FACTOR_ON_1ST_REQUEST_VALUE: The multiplier to apply to the maximum number of past days checked on the first pooling to the Facebook Graph API. For example, if you set gwname_FBOOK_POST_GET_SUMMARY_SINCE_N_DAYS_VALUE to 10 and gwname_FBOOK_POST_GET_SUMMARY_SINCE_N_DAYS_K_FACTOR_ON_1ST_REQUEST_VALUE to 3, the first polling checks for 30 days.
• ITAU_CUSTOMER_DATA_FORMAT_CPS: List of campaign names that send the contact profile unique id in the SIP header for outbound calls, separated by a comma (,). If you want to enable all campaigns, set the value of the attribute to an asterisk (*).
• KEEP_AGENT_BUSY_IN_PREVIEW_NON_CONNECTED: If set to 1, an agent in an email preview session is reserved until the end of the preview handling time or until the agent ends the interaction. The default value is 0.
• KILL_LONG_LIVED_CURSORS_PERIOD: Configures the period of time, in seconds, between checks if there are any leftover open cursors to kill. The default value is 3600. See KILL_AGENTS_OPENED_CURSORS_AFTER_CUTOFF_TIME and KILL_SUPERVISORS_OPENED_CURSORS_AFTER_CUTOFF_TIME.
• KILL_AGENTS_OPENED_CURSORS_AFTER_CUTOFF_TIME: By default, every hour (see KILL_LONG_LIVED_CURSORS_PERIOD), the Altitude uCI Server checks for open agent cursors. If any agent cursors are still open after 3 hours, the Altitude uCI Server closes the agent cursors. The parameter allows you to configure a different cutoff time, in seconds, for the Altitude uCI Server to close the agent cursors.
• KILL_SUPERVISORS_OPENED_CURSORS_AFTER_CUTOFF_TIME: By default, every hour (see KILL_LONG_LIVED_CURSORS_PERIOD), the Altitude uCI Server checks for open supervisor cursors. If any supervisor cursors are still open after 3 hours, the Altitude uCI Server closes the supervisor cursors. The parameter allows you to configure a different cutoff time, in seconds, for the Altitude uCI Server to close the supervisor cursors.
• LOGS_DISK_LOW_THRESHOLD_MB: Amount of available disk space, in MB, that triggers the low threshold of the monitor. The default value is 1000.
• LOGS_DISK_HIGH_THRESHOLD_MB: Amount of available disk space, in MB, that triggers the high threshold of the monitor. The default value is 200, and the minimum value is 50.
• MAX_NUMBER_OF_MONITORABLE_SKILL_PROFILES: The maximum number of skill profiles allowed. The range of values is from 0 to 120. The default value is 25.
• N_DOCM: Number of processes that stores and manages all the versioned documents in the Altitude uCI Server. Restart the Altitude uCI Server for the changes to take place.
• N_LPTS: Number of processes that perform asynchronous operations, such as deleting contacts and campaigns.
• N_SAM: Number of processes that handle requests from uAgent to divide the workload with the AM process. SAM (security agent manager) processes communicate with the AM (agent manager) process.
• N_SQL: Number of processes that handle SQL statements from agent campaign scripts and Management Portal requests.

  Note If N_SQLA and N_SQLS are not defined, the Altitude uCI Server defines how to balance between agent and supervisor SQL processes using N_SQL. Otherwise, the Altitude uCI Server uses the values defined in N_SQLA and N_SQLS.

• N_SQLA: Number of processes that handle SQL statements from agent campaign scripts.

  Important Ensure the following is true: N_SQL = N_SQLA + N_SQLS

• N_SQLS: Number of processes that handle SQL statements from Management Portal requests.

  Important Ensure the following is true: N_SQL = N_SQLA + N_SQLS

• N_SS: Number of processes that handle connections between the Altitude uCI Server and Management Portal. Restart the Altitude uCI Server for the changes to take place.
• N_TMAN: Number of processes that handle SQL statements generated by the Altitude uCI Server. The TMAN (transaction manager) processes perform most of the Altitude uCI Server database operations.
• N_TSRV: Number of processes that compress trace files.
• NO_FM: If set to 1, disables the Failure Monitor process. The default value is 0.
• OPTOUT_AMOUNT_OF_PHONE_NUMBER_DIGITS_TO_READ: Plays the last N digits of the phone number instead of the full number when the customer opts-out of a predictive campaign.
• PERFORMANCE_COUNTERS_GUID_MULTIPLE_AGGREGATE: Internal GUIDs used to identify performance counters of a specific Altitude uCI Server.
• PERFORMANCE_COUNTERS_ON: Select 1 to enable Windows performance counters for the Altitude uCI Server and Management Portal.
• PERFORMANCE_COUNTERS_PERIODIC_RESET: Value, in minutes, to periodically reset the performance counters. The default value is 5.
• RABBITMQ_DISK_LIMIT_MB: Amount of available disk space, in MB, when RabbitMQ becomes unresponsive. The default value is 50.
• RECALL_TIME_LINEOVERFLOW: Recall time for a call that is classified as line overflow, in tenths of seconds.
• RECALL_TIME_REJECTED: Recall time for a call that is classified as rejected, in tenths of seconds.
• RECALL_TRIES_LINEOVERFLOW: Number of recall tries for a call that is classified as line overflow.
• RECOVER_INSTANTANEOUS_COUNTERS: If set to 1, the Altitude uCI Server tries to recover the instantaneous counters. The recovery runs when the Altitude uCI Server is in a recovery mode, and there cannot be any pending scoring activities. For example, contact history to be scored, workflow history to be scored, activity outcomes operations to be scored and persistent state machine events to be scored. If there is any pending scoring, the recovery task aborts, and the Altitude uCI Server raises a system alarm stating a graceful shutdown should be performed before running the counters recovery. The graceful shutdown is the only way to assure there are not pending scorings for the next boot. At the end of the recovery, set the Altitude uCI Server online, and set RECOVER_INSTANTANEOUS_COUNTERS to 0. See also RECOVER_COUNTERS_LOG.
• REPORT_SQL_QUERY_TIMEOUT: Specifies the database query timeout, in seconds, for the Altitude uCI Server during a report generation, so that if the Altitude uCI Server is blocked waiting for a query result from the database server, the query will be canceled and the report generation will be aborted.

  Note A report can have several data sources. For each data source, the Altitude uCI Server performs multiple queries. The timeout applies to each query individually, not for all the report execution time.

  Important This attribute is only used for SQL Server. This attribute has a minimum value of 1800 seconds. If you set REPORT_SQL_QUERY_TIMEOUT to 0, SQL Server does not abort the execution of report queries. If you set REPORT_SQL_QUERY_TIMEOUT to a value between 0 and 1800, SQL Server uses a timeout value of 1800.

• ROUTER_CAMP_QUEUE_MAX_INT_NORMAL_AGENT: Maximum number of calls that each agent supports.
• ROUTER_CAMP_QUEUE_RATIO_ROUTING_NORMAL_AGENT: Flag that limits a router factor.
• ROUTER_NOT_READY_REASONS_SEEN_AS_READY_AND_UNAVAILABLE:List of External IDs of the special not ready reasons that you configure in the Management Portal. If an agent is not ready with a special not ready reason, the agent is still a candidate to receive a queued or incoming interaction but the distribution is temporarily suspended while the agent is in that state. The situation is distinct from the agent who is not ready with an ordinary not ready reason. In fact, in this case, the agent is no longer a candidate to receive a queued or incoming interaction. Even if the agent is the only agent able to handle an interaction, the interaction is automatically dequeued or refused in the universal queue. For example, for the not ready reasons Coffee break and End of shift you can configure in the Management Portal with External IDs set to 48 and 49: <ROUTER_NOT_READY_REASONS_SEEN_AS_READY_AND_UNAVAILABLE>48, 49 </ROUTER_NOT_READY_REASONS_SEEN_AS_READY_AND_UNAVAILABLE>. The agent returns ready once the wrap-up timeout expires.
• ROUTER_RL_SET_AGENT_AVAILABLE_FORCE_RL_ACD_AGENT_DERESERVE: If set to 1, agents busy with a picked up email can be interrupted by an queued inbound call with higher priority. Otherwise, agents are not interrupted.
• SESSION_EVENT_ACD_FIELD: By default, the Altitude uCI Server transfers the original distribution device to IVR or agent scripts handling an inbound call. Configure the variable as follows:
  • ODD: Default value. The script receives the original distributing device. For example, 7205060.
  • ACD: The script receives the ACD group. For example, 190.
  • ACD+ODD: The script receives both attributes, separated by a pipe (|) character. For example, 190|7205060.
• SWITCH_MAX_DATA_SIZE: For all Communication Server telephony gateways, defines the maximum blind data size allowed when sending blind data in CTI requests for the specific telephony gateway. The value must be between 32 and 1024. Otherwise, all Communication Server gateways assume a value of 32.
• tgwname_ENABLE_ACC_AUTOMATIC_CALL_RETRY_DUE_TO_LINE_OVERFLOW: For a specific Communication Server gateway, if not defined or set to an invalid value, for example, -1, the telephony gateway continues retrying through a different configured Altitude Call Classifier (ACC) device, to perform the outbound calls that failed due to line overflow with CSTA reasons such as EC_NETWORK_CONGESTION, EC_OVERFLOW and EC_TRUNKS_BUSY. If set to 0, the Communication Server telephony gateway does not retry ACC outbound calls that failed due to line overflow. To set the configuration for all Communication Server telephony gateways, see ENABLE_ACC_AUTOMATIC_CALL_RETRY_DUE_TO_LINE_OVERFLOW.
• tgwname_ENABLE_FORCED_ANI_WITH_DATA: For a specific Avaya gateway, if set to 1, the telephony gateway replaces the calling party number and sends the call key as UUI for outbound calls configured with a forced ANI. To set the configuration for all Avaya telephony gateways, see ENABLE_FORCED_ANI_WITH_DATA.
• tgwname_MAP_DEVICEID_TO_AGENTID: For an Alcatel-Lucent OXE, if set to 0, when the agent is logged on a PRO-ACD extension, calling that Pro-ACD extension should not ring on uAgent, the callers should hear an out-of-service tone, and the call is hung up. Otherwise:
  • All default routing and full routing distributions continue to work as before, that is, the target device number is the logged agent id.
  • All dial operations triggered by an agent do not map the dialed extension number to the logged agent id.
  • All consultation call operations triggered by an agent do not map the dialed extension number to the logged agent id.
  • All blind transfer call operations continue to work as before, that is, maps the dialed extension number to the logged agent id.
• tgwname_SIPREC_REMOTE_NUMBER_SUFFIX: Sets a different remote number suffix in the data exchanged with Enghouse QMS Server. The default value is #REM.
• tgwname_SWITCH_MAX_DATA_SIZE: For a specific Communication Server gateway, defines the maximum blind data size allowed when sending blind data in CTI requests for the specific telephony gateway. The value must be between 32 and 1024. Otherwise, the Communication Server gateway assumes a value of 32. To set the configuration to all Communication Server telephony gateways, see SWITCH_MAX_DATA_SIZE.
• tgwname_TGW_ALLOW_CALL_RE_ENQUEUE_IN_ROUTER_DISTRIBUTION: If set to 1, when a routing agent delivers a call to an agent, you can re-enqueue the call without having to dequeue and re-enqueue the call. Otherwise, you have to dequeue and re-enqueue the call.
• tgwname_TGW_AVOID_AUTOMATIC_DISCONNECT_OR_RETRIEVE_ON_BUSY: For an Alcatel-Lucent OXE, if set to 1, when an agent extends a call to a busy destination, the agent listens to the busy tone, and the call does not disconnect. Otherwise, agents can only hear the busy tone extending a call in alternate mode.
• tgwname_TGW_CISCO_NAMED_VARS: For Cisco, if set to 1, the script receives the Cisco named variables and the Cisco named array variables as a string, each variable separated by a pipe (|). For example, |name1=value1|name2=value2, or, for an array, |index1=name1=value1|index2=name2=value2.
• tgwname_TGW_DENY_DEQUEUE_CALL_IN_ROUTER_DISTRIBUTION: For an Alcatel-Lucent OXE, if set to 1, the Altitude uCI Server does not allow dequeuing a call that is alerting at the agent workstation.
• tgwname_TGW_HANGUPCAUSE_MAP_LAST_LINE: Number of keys tgwname_TGW_HANGUPCAUSE_MAP_N that you add. For example, if you add 4 keys, enter 4 as the value.
• tgwname_TGW_HANGUPCAUSE_MAP_N: Mapping of the CSTA event cause into a custom call state. Each mapping values has the format <prefix>,<profile>,<cause>,<call_state> as follows:
  • <prefix> is the dialing prefix on the phone number launched by the telephony gateway. Can be empty.
  • <profile> is the logical name of the trunk connection. Leave empty.
  • <cause> is the TSAPI cause number on CTI events.
  • <call_state> is the call state on the Altitude uCI Server.
• tgwname_TGW_OXE_ALTERNATE_MODE_ACTIVE: For an Alcatel-Lucent OXE, if set to 1, when extending a phone call, the alternate mode is enabled. A new session appears to the agent for the consultation call and the agent can switch between the client and the consultation sessions. For Alcatel-Lucent OXE telephony switches. The default value is 1.
• tgwname_TGW_OXE_AVOID_WRAPUP_END_IN_NEW_CALL: For an Alcatel-Lucent OXE, if set to 1, when an agent is in wrap-up and receives a non-campaign call, the wrap-up does not end automatically.
• tgwname_TGW_VBOX_RESTART_RECORDING_TIME: Time, in minutes, of the maximum length of a recording segment, for Altitude Recorder with Altitude vBox.
• tgwname_TGW_VBOX_TRUNK_TYPE_LAST_LINE: Number of keys tgwname_TGW_VBOX_TRUNK_TYPE_N that you add. For example, if you add 3 keys, enter 3 as the value.
• tgwname_TGW_VBOX_TRUNK_TYPE_N: Each entry has the format <profile>,<mgw>,<trunk>
  • <profile> is the logical name of the trunk connection.
  • <mgw> is the logical name of the Altitude vBox media gateway, with the prefix MGW.
  • <trunk> is the name of the trunk to use. The name of the trunk must a valid name on the Altitude vBox interface.
• tgwname_USE_DATA_FORGED_ANI: For an Avaya gateway, if set to 1, shows the correct ANI in Call Classifier scenarios, instead of the default 00000000001.
• THREAD_POOL_NUMBER: Number of threads to create in the am process.
• USE_MULTI_SKILL_PROFILE_MULTI_GWS: If set to 1, for campaigns using Strategy Skill Profiles it is possible to choose to run skill profiles in a single telephony gateway or in multiple telephony gateways.
• VIRTUAL_SHMEM_QUOTA_OVERFLOW_PERCENTAGE: Size of shared memory quota available for overflow. The default value is 100. If set to 200, the LM process allocates a total shared memory quota of 200% of the quota set by the router process. The quota of enqueues in the router process follows the parameter set by the router process.
• WSS_PORT: Port of the Web services server.

<CFG>

  <N_DOCM>2</N_DOCM>

  <N_LPTS>4</N_LPTS>

  <N_SAM>5</N_SAM>

  <N_SQL>10</N_SQL>

  <N_SS>2</N_SS>

  <N_TMAN>10</N_TMAN>

  <N_TSRV>4</N_TSRV>

  <WSS_PORT>8181</WSS_PORT>

  <AM_SCORING_THREAD_POOL_NUMBER>5</AM_SCORING_THREAD_POOL_NUMBER>

  <DISABLE_DISK_MONITOR>0</DISABLE_DISK_MONITOR>

  <EXTRA_BOOT_DEBUG_ACTIVE>0</EXTRA_BOOT_DEBUG_ACTIVE>

  <LOGS_DISK_LOW_THRESHOLD_MB>200</LOGS_DISK_LOW_THRESHOLD_MB>

  <LOGS_DISK_HIGH_THRESHOLD_MB>1000</LOGS_DISK_HIGH_THRESHOLD_MB>

  <MAX_NUMBER_OF_MONITORABLE_SKILL_PROFILES>25</MAX_NUMBER_OF_MONITORABLE_SKILL_PROFILES>

  <RABBITMQ_DISK_LIMIT_MB>50</LOGS_DISK_LOW_THRESHOLD_MB>

  <PERFORMANCE_COUNTERS>

    <PERFORMANCE_COUNTERS_ON>0</PERFORMANCE_COUNTERS_ON>

    <PERFORMANCE_COUNTERS_PERIODIC_RESET>5</PERFORMANCE_COUNTERS_PERIODIC_RESET>

    <PERFORMANCE_COUNTERS_GUID_GLOBAL>{F7D34FD8-5638-11E0-A41E-1044DFD72085}</PERFORMANCE_COUNTERS_GUID_GLOBAL>

    <PERFORMANCE_COUNTERS_GUID_MULTIPLE>{F7D34FD8-5638-11E0-A41E-1044DFD72087}</PERFORMANCE_COUNTERS_GUID_MULTIPLE>

    <PERFORMANCE_COUNTERS_GUID_MULTIPLE_AGGREGATE>{F7D34FD8-5638-11E0-A41E-1044DFD72086}</PERFORMANCE_COUNTERS_GUID_MULTIPLE_AGGREGATE>

  </PERFORMANCE_COUNTERS>

  <gw1_ENABLE_ACC_AUTOMATIC_CALL_RETRY_DUE_TO_LINE_OVERFLOW>0</gw1_ENABLE_ACC_AUTOMATIC_CALL_RETRY_DUE_TO_LINE_OVERFLOW>

  <REPORT_SQL_QUERY_TIMEOUT>2000<REPORT_SQL_QUERY_TIMEOUT>

  <ROUTER_CAMP_QUEUE_MAX_INT_NORMAL_AGENT>20</ROUTER_CAMP_QUEUE_MAX_INT_NORMAL_AGENT>

  <ROUTER_CAMP_QUEUE_RATIO_ROUTING_NORMAL_AGENT>1</ROUTER_CAMP_QUEUE_RATIO_ROUTING_NORMAL_AGENT>

  <ROUTER_NOT_READY_REASONS_SEEN_AS_READY_AND_UNAVAILABLE>48, 49</ROUTER_NOT_READY_REASONS_SEEN_AS_READY_AND_UNAVAILABLE>

  <tgwname_TGW_OXE_ALTERNATE_MODE_ACTIVE>0</tgwname_TGW_OXE_ALTERNATE_MODE_ACTIVE>

  <THREAD_POOL_NUMBER>5</THREAD_POOL_NUMBER>

  <VBOX_TGW_VBOX_RESTART_RECORDING_TIME>5</VBOX_TGW_VBOX_RESTART_RECORDING_TIME>

  <VIRTUAL_SHMEM_QUOTA_OVERFLOW_PERCENTAGE>100</VIRTUAL_SHMEM_QUOTA_OVERFLOW_PERCENTAGE>

</CFG>

Node SSL

The node SSL configures the SSL connection of Altitude uCI Server as follows:

• ENABLE_SSL: If set to 1, enables SSL connections. The default value is 0.
• SSL_CA_PATH: The full path to the certificate authority file. For example, C:\Certificates\myCA.crt.
• SSL_CERTIFICATE: The full path to the certificate file. For example, C:\Certificates\mycert.crt.
• SSL_COMPRESSION: If set to 1, enables SSL data compression. The default value is 0.
• SSL_PRIVATE_KEY: The full path to the private key file. For example, C:\Certificates\mycert.key.
• SSL_PRIVATE_KEY_PASSWORD: The private key password.

<SSL>

  <ENABLE_SSL>0</ENABLE_SSL>

  <SSL_COMPRESSION>0</SSL_COMPRESSION>

  <SSL_CA_PATH>C:\Certificates\myCA.crt</SSL_CA_PATH>

  <SSL_CERTIFICATE>C:\Certificates\mycert.crt</SSL_CERTIFICATE>

  <SSL_PRIVATE_KEY>C:\Certificates\mycert.key</SSL_PRIVATE_KEY>

  <SSL_PRIVATE_KEY_PASSWORD>ed37563d256</SSL_PRIVATE_KEY_PASSWORD>

</SSL>

Node DB

The node DB configures the database connection of Altitude uCI Server as follows:

• DB_TYPE: Type of the connection to the database management system.
• DB_NAME: Name of the database holding the Altitude uCI Server tables and data.
• DB_USERNAME: User name in the database management system used by the Altitude uCI Server processes to connect to the database.
• DB_PASSWORD: Ciphered password of the user name in the database management system used by the Altitude uCI Server processes to connect to the database.
• DB_RECONNECT_TIME: Maximum time, in seconds, that the Altitude uCI Server tries to reconnect to the database. The Altitude uCI Server shuts down if the Altitude uCI Server does not reconnect to the database after the configured time.

<DB>

  <DB_TYPE>odbc</DB_TYPE>

  <DB_NAME>server8</DB_NAME>

  <DB_USERNAME>easy</DB_USERNAME>

  <DB_PASSWORD>ILIABINPFNMJEAEJGECBEIODFMBEOABB</DB_PASSWORD>

  <DB_RECONNECT_TIME>300</DB_RECONNECT_TIME>

</DB>

Node LOG

The node LOG configures the logs and traces of Altitude uCI Server as follows:

• AUDIT_DIR: Name of the directory where the Altitude uCI Server writes auditing data files.
• DEBUG_LEVEL: The importance of the information to write to the trace files. Values for the debug level range from 1 to 4, where 1 corresponds to minimum detail (High importance) and 4 corresponds to the maximum detail (All debugging importance).
• EASY_LOG_TRACE_ON: Defines if the Altitude uCI Server writes the log file easy.log. The default value is 1.

  Caution The easy.log file is the most important log file of the Altitude uCI Server. Do not disable the parameter.

• LINK_LOG_FILE_MAX_LINES: Maximum number of lines in the link trace files. When the trace file exceeds this size, the Altitude uCI Server renames the current file and starts a new trace file. The default value is 4000000.
• LOGS_DIR: Path to the directory that contains the log and trace files of the Altitude uCI Server.
• MAX_LINES: Maximum number of lines in the trace files. When the trace file exceeds this size, the Altitude uCI Server renames the current file and starts a new trace file.
• MAX_TRACE_IDENT: The number of nested functions to display in the trace files. Values for the debug depth range from 1 to 40, where 1 is the value with the lower number of nested functions.
• NO_COMPRESSED_TRACES: If 1, the Altitude uCI Server does not use the process tsrv to compress log files. The default value is 0.

  Caution Uncompressed log files degrades the performance of the Altitude uCI Server. Do not change the value of the parameter.

• RECOVER_COUNTERS_LOG: Path to the log file where the Altitude uCI Server writes the actions taken when trying to recover counters.
• REPORT_DB_ERRORS: If 1, writes the database errors to the file easy_reject.log.
• TRACE_SERVER_TRACE_ON: If 1, the Altitude uCI Server writes a trace file for the process tsrv. The default value is 0.
• TWEAK_INBOUND_AND_OUTBOUND_TOTALS_IN_BUILTIN_REPORTS: If 1, the Altitude uCI Server generates a built-in report that only displays the number of inbound or/and outbound interactions that are finished, instead of, when you configure 0, the number of offered inbound or/and outbound interactions detected during the interaction starting interval which is sometimes different than the sum of all call outputs. This difference appears in the generated built-in generated reports in Management Portal and is not desirable. When set to 1, this parameter ensures that the number of offered inbound or/and outbound interactions is equal to the sum of all call outputs. The inbound call outputs are the inbound handled calls, abandoned, rejected, overflowed. The outbound call outputs are the outbound handled, busy, no answer, machine, modem, fax, invalid number, nuisance, outbound rejected, trunk lines overflow and outbound discarded interactions. The default value is 0.

<LOG>

  <DEBUG_LEVEL>3</DEBUG_LEVEL>

  <LOGS_DIR>C:\ProgramData\Altitude\Altitude uCI 8\Altitude uCI Server\easy\Logs\</LOGS_DIR>

  <MAX_LINES>100000</MAX_LINES>

  <MAX_TRACE_IDENT>40</MAX_TRACE_IDENT>

  <EASY_LOG_TRACE_ON>1</EASY_LOG_TRACE_ON>

  <REPORT_DB_ERRORS>0</REPORT_DB_ERRORS>

  <NO_COMPRESSED_TRACES>0</NO_COMPRESSED_TRACES>

  <TRACE_SERVER_TRACE_ON>0</TRACE_SERVER_TRACE_ON>

  <TWEAK_INBOUND_AND_OUTBOUND_TOTALS_IN_BUILTIN_REPORTS>0</TWEAK_INBOUND_AND_OUTBOUND_TOTALS_IN_BUILTIN_REPORTS>

</LOG>

Node RABBITMQ

The node RABBITMQ configures the connection of Altitude uCI Server with RabbitMQ as follows:

• RABBITMQ_PORT: The port used for non-secure connections. The default value is 5672.
• RABBITMQ_SSL_PORT: The port used for SSL connections.

<RABBITMQ>

  <RABBITMQ_PORT>5672</RABBITMQ_PORT>

  <RABBITMQ_SSL_PORT></RABBITMQ_SSL_PORT>

</RABBITMQ>

ACC Dialer Khomp Flow mapping

The following parameters allow you to map the Khomp Flow classification to an Altitude classification:

<ACC_DIALER_MAP_UNKNOWN>MAP_TO_VALUE</ACC_DIALER_MAP_UNKNOWN>

<ACC_DIALER_MAP_NON_HUMAN_ANSWER>MAP_TO_VALUE</ACC_DIALER_MAP_NON_HUMAN_ANSWER>

<ACC_DIALER_MAP_VOICEMAIL>MAP_TO_VALUE</ACC_DIALER_MAP_VOICEMAIL>

<ACC_DIALER_MAP_NO_SPEECH>MAP_TO_VALUE</ACC_DIALER_MAP_NO_SPEECH>

<ACC_DIALER_MAP_TIMEOUT>MAP_TO_VALUE</ACC_DIALER_MAP_TIMEOUT>

<ACC_DIALER_MAP_INTERCEPTION_SIGNALING>MAP_TO_VALUE</ACC_DIALER_MAP_INTERCEPTION_SIGNALING>

<ACC_DIALER_MAP_INTERCEPTION_ANNOUNCEMENT>MAP_TO_VALUE</ACC_DIALER_MAP_INTERCEPTION_ANNOUNCEMENT>

<ACC_DIALER_MAP_FORWARD_ANNOUNCEMENT>MAP_TO_VALUE</ACC_DIALER_MAP_FORWARD_ANNOUNCEMENT>

<ACC_DIALER_MAP_UNKNOWN_ANNOUNCEMENT>MAP_TO_VALUE</ACC_DIALER_MAP_UNKNOWN_ANNOUNCEMENT>

<ACC_DIALER_MAP_PORTABILITY_IDENTIFICATION>MAP_TO_VALUE</ACC_DIALER_MAP_PORTABILITY_IDENTIFICATION>

<ACC_DIALER_MAP_RINGBACK_SIGNAL>MAP_TO_VALUE</ACC_DIALER_MAP_PORTABILITY_IDENTIFICATION>

Each configuration key relates to a Khomp Flow classification, and can have one of the following values: