Manage tenant parameters

Note

CCaaS UI was previously called TouchPoint.

On the Tenant Properties page, on the Parameters tab, view/enter the following information:

  • Block agent-to-agent calls — whether to prevent the tenant's agents calling one another.
  • Caller ID — the identity the tenant chooses to present to a called party. This value can be text or a telephone number.

Note

  • Many called party phones can display only numeric information.
  • Many countries prohibit insertion of erroneous information in this field.
  • Phone ANI — the identifier used for call routing or billing. This is an optional field that can be required by your telephone carrier. ANI is different from Caller ID, but might be used by a telephone carrier to display caller identity to the called party. The value of this field is usually provided by the telephone company and is numeric text.
  • Maximum skill weight — the maximum value for skill weighting. The default is 100.
  • CallData publishing mode (required) — whether call data is published to the historical database at call arrival, call termination, or as soon as it is created (All). The default is Call arrival only.
  • Predictive dialing — whether to allow outbound dialing campaigns.
  • Preview dialing — whether to allow preview dialing.
  • Massive IVR dialing — whether to allow IVR campaigns.
  • Block xfer/conf to agent — whether to prevent the tenant's agents from transferring or conferencing calls to one another.
  • Impersonate CCaaS Connector — whether to pass the user name and password to CCaaS Connector. If selected, the user name and password are passed to CCaaS Connector, which starts automatically if the agent has been logged on. If not selected, the user name and password are not passed to CCaaS Connector and the user has to log on again after logging on to CCaaS UI.
  • Block call/xfer to system — whether to prevent the tenant from transferring calls to entry points, including returning calls to the IVR. For more information, see Manage entry points.
  • Agent list scope (required) — the scope of the list from which agents select other agents for conferencing or call transfer. In the transfer dialog, CCaaS UI displays only team members for team specific scope and only group members for group specific scope. The default is Tenant-wide.
  • Hide agent names in RTR — whether to replace agent names in real-time reports with random numbers. Used to comply with some regulations.
  • Inform agent when being monitored — whether to display a message in CCaaS UI informing agents they are being monitored when supervisors start monitoring.
  • Reuse CSA media leg — whether to allow the Circuit Switched Hybrid Agent (CSA) to put a call on hold without disengaging the call. If selected, the CSA can put a call on hold without disengaging the call. The CSA can be an agent using an external circuit switched telephone or external IP telephone. Requires that every VCS can communicate with any gateway in the system. If not selected, the VCS tears down the CosmoCall leg of the call.
  • Screen recording rate (fps) (required) — how fast to capture agent screens. Greater capturing speed (bigger fps value) provides higher quality recordings, but requires more storage and may affect bandwidth requirements in extreme cases. The default is 1.
  • Screen recording quality (%) (required) — deprecated.
  • Mailbox cleanup (days) — how long to keep voicemail that is marked as read or deleted in the database. Agents can delete or keep voicemail that they have listened to. Deleted voicemail is marked as deleted in the recording database. Voicemail that was read but not deleted is marked as read. Unread voicemail is marked as new. Voicemail originates from the agents' direct telephone extensions. The default is 30.
  • Integration with external media servers — whether to use the speech capabilities in Designer. If enabling, you must also select an External media server type (see below).
  • Email thread search mode (required) — whether and how to search for email history. The options are:
  • Automatic — the feature is always available to the agents.
  • On Demand — an agent can turn on this feature when they need it. The advantage over Automatic is to save storage in the email database.
  • Disabled (default) — this feature is unavailable to agents.
  • External media server type (required) — the protocol used with the external media server. The options are:
  • None (default)
  • HP OCMP — use for HP OCMP external media server.
  • Generic MRCPv1 — sessions to the external media server are established using the RTSP protocol.
  • Generic MRCPv2 — sessions to the external media server are established using the SIP protocol.
  • Dashboard SMTP server — the SMTP server name or IP address for the DashboardEmailService to send email alerts from. Usually configured by the tenant administrator. The default is localhost.
  • Maximum call rejects — the number of call reject occurrences for a call. The default is 0 (disabled).
  • Maximum pickup failures — the number of pickup failure occurrences for a call. The default is 0 (disabled).
  • Max time allowed in queue before email call auto termination (days) — the maximum time in the queue (between 0 and 30 days) before automatically terminating an email conversation. The default is 0 (disabled).
  • Action to take on MSR item when email call is auto terminated (required) — whether to move the email item to the Rejected folder, move it to the Deleted folder, or delete it permanently. The default is Move to Rejected folder.
  • Max time allowed in queue before callback call auto termination (days) — the maximum time in the queue (between 0 and 30 days) before automatically terminating a callback call. The default is is 0 (disabled).
  • Action to take on MSR item when callback call is auto terminated (required) — whether to move the callback item to the Rejected folder, move it to the Deleted folder, or delete it permanently. The default is Move to Rejected folder.
  • Max time allowed in queue before voicemail call auto termination (days) — the maximum time in the queue (between 0 and 30 days) before automatically terminating a voicemaill call. The default is is 0 (disabled).
  • Action to take on MSR item when voicemail call is auto terminated (required) — whether to move the voicemail item to the Rejected folder, move it to the Deleted folder, or delete it permanently. The default is Move to Rejected folder.
  • Recording format (required) — the recording format. The options are:
  • GSM 6.10 (default) — the GSM mono recording is stored in the recording database.
  • PCM 16 bit stereo — the recording is converted into a stereo format and saved into the directory configured as the recording storage folder.
  • Both — the GSM mono recording is stored in the recording database and the stereo recording is saved into the directory configured as the recording storage folder.

Note

Stereo recording is not stored in the recording database and cannot be accessed using Replay.

  • Recording storage folder — the target directory for all stereo format recordings. The default is blank.
  • Enable KCO setting — whether to enable agents to remain connected to CCaaS through an alternative device for the duration of their shift.
  • SAML fingerprint — the fingerprint that identifies the tenant.
  • Recording encryption public key — the thumbprint of the tenant's public encryption key. The value can contain spaces or dashes.
  • Recording encryption key server URL — the HTTPS URL of the key server web service, for example: https://de-keyserv/keyserver/getkeys.aspx.
  • Encryption enabled — whether to enable encryption of recordings by the DTR servers.
  • Encrypted recording restrictions (required) — the restrictions that apply to supervisors when playing back encrypted recordings. The default is Playback and save.

Note

The Encrypted recording restrictions per agent parameter value set in Personnel properties overrides this value, unless the Personnel properties value is set to None.

  • SBC IP address/hostname — the IP Address or hostname of SBC used as bridge between Agent and VCS. Can be the address of the load balancer used to distribute connection over different SBC devices. To use hostname, the setting for the DNS machine used to resolve the entry must exist on the Agent local machine.
  • SBC plain transport port — the port on the SBC to which connection is made from the Agent leg when SRTP is not used. The Use SBC as proxy parameter must be enabled. The default is 5060.
  • SBC secure transport port — the port on the SBC to which connection is made from the Agent leg when SRTP is used. The default is 5061.
  • Use SBC as proxy — whether to use SBC as the intermediate device between the Agent and VCS leg when SRTP is not used.
  • Use SRTP — whether to use SRTP on the Agent leg. If SRTP is used, you don't need to select Use SBC as Proxy, but if both are selected, Use SRTP overrides Use SBC as Proxy.

Note

If Use SRTP is not select for the tenant but is selected for an agent, SRTP is used for that agent. See Manage personnel phone settings.
  • SRTP CA certificate name — the file name of Central Authority certificate used to validate TLS connection from Agent to SBC, when calls are established. SRTP CA Certificate Name must be the same as the name of relevant certificate file added under Tenants Information. TLS 1.0 is supported for SIP negotiation between Agent and SBC.
  • Script log verbosity (landlord only) (required) — the script log verbosity. The default is Inherited.
  • Script log traces (landlord only) (required) — whether to use script log traces. The default is Inherited.
  • Tenant encryption key — an ASCII string that is unique across the system. The maximum size is 512 characters.

Note

We recommend that you change this key occasionally to ensure mailbox security.

  • Tenant messaging folder purge interval (hours.fraction) — not in use.
  • Audio file URL rebound other telco reject — leave blank.
  • ClientUploadService process priority (required) — the process priority for the client upload service that searches in the background for files to compress and upload. The service searches every 3 minutes and performs 1 compression at a time. The default is BelowNormal.

Note

The client upload service should have fewer resources than the screen recording process.

  • ClientUploadService process affinity — the processors that are allowed to run the client upload service. The default is blank (use all processors).

Note

We recommend that you use all processors so compressing and uploading finishes as fast as possible. However, if you need to reserve processors for CCaaS UI, screen recording and other processes, you can set the client upload service processor affinity to use only half of the processors by configuring a list of even CPU numbers, separated by a comma, for example, 0,2,4,6

  • Screen recording process priority (required) — the process priority for the screen recording service that captures the agent's screen during CCaaS UI calls. The default is Normal.

Note

The screen recording process should have more resources than the client upload service but we do not recommend a process priority bigger than normal because this can affect OS tasks.

  • Screen recording process affinity — the processors that are allowed to run the screen recording service. The default is blank (use all processors).
  • Vidyo developer key — an ASCII string provide by Enghouse Vidyo to link to the Vidyo service.
  • IVR root path — the location of the published Designer scripts, for example, \\ccsp1\ivr\t1\
  • Recording database location — the location of the recording database. The options are:
  • CCSP Recording Data Store (default) — call records will be saved to the CCaaSRecording database.
  • QMS Database — call records will be sent to QMS only.
  • Both — call records will be saved to the CCSP Recording database and sent to QMS.
  • External IdP Type (landlord only) — the external Identity Provider to use. The options are:
  • None (default) — use the CCaaS Auth Server to authenticate users.
  • EIS — use the Enghouse Identity Server to authenticate users.
  • ADFS — use Active Directory Federation Services to authenticate users.
  • External IdP Host URL (landlord only) — the URL where the user’s browser is redirected for authentication. Only relevant when the External IdP Type is not None.
  • External IdP Client ID (landlord only) — the identifier by which the CCaaS Auth Server is known to the External Identity Provider. Only relevant when the External IdP Type is EIS.
  • External IdP Client Secret (landlord only) — the allocated password that the CCaaS Auth Server must use when requesting authentication from the External Identity Provider. Only relevant when the External IdP Type is EIS.
  • Access Token Lifetime (min) — the validity period in minutes of the access token received by the client application from the CCaaS Auth Server. The default is 15.
  • Refresh Token lifetime (min) — the validity period in minutes of the refresh token received by the client application from the CCaaS Auth Server. The default is 600.
  • Login Session Lifetime (min) — the duration of the CCaaS SSO login session in minutes. The default is 720.