Configure Callback Instance Settings

The Instance Settings tab consists of several settings for configuring and customizing how callbacks work within the contact center. This topic covers how to configure these settings to get the desired results.

Select the Instance Settings tab within the Callbacks Admin tool.

Filter which settings display under the Setting Name pane by doing the following:

  1. Click the drop-menu next to Group Type and select the group type to filter the settings by.

NOTE:

The default group type is All. Selecting this option displays all available settings.

  1. Click the drop-menu next to Characteristic to select a characteristic for the displayed settings.

NOTE:

The default characteristic is Editable. Selecting this option only displays settings you can modify within the selected group type.

NOTE:

Instance Settings with a green Setting Indicator on the right side are currently active settings. Settings without the indicator are not being used.

Select a setting to configure by clicking on the name under the Setting Name pane. When selected, the setting name is underlined.

Each instance setting has the following:

Description – Provides a brief description of the setting.

Code Value – Displays the code value for the setting.

POD – Provides the name for the setting's point of distribution.

Value – Entry field or drop down menu that allows for the entry or selection of a value to configure how the setting functions.

Changing the Value

For entry Value fields, change or enter the desired value.

For selection Value fields, click to select the value.

NOTE:

For some settings, the Value field will have a different label. See the setting's description to determine what to enter.

Resetting the Value

Click the Reset Value button to restore the previous value. This is useful if you change a value by mistake, or if you forgot the previous value entered.

NOTE:

If you have saved any changes to the setting's value, the Reset Value button can no longer restore the previous value.

Understanding the Settings

Listed below are descriptions of the settings found within the Instance Settings tab.

Agent Invite Timer – Specify the amount of time the Callbacks Service waits for the SIP response for the invite sent to UCM.

Agent Prompt Enabled – Enable or disable the agent side prompt.

Agent Ring Timer – Define the max time spent when ringing the agents phone. (Default Value: 15)

Agent side prompt – Fully qualified file name and location of the audio file to play for the for the agent side prompt.

Auto Dial Enabled? – Enable or disable the auto dial feature.

Busy Prompt – Fully qualified file name and location for the audio file to play for a busy signal. This audio file is played to the agent when a busy signal is received from the PSTN side while trying to reach a customer. Upload and manage audio prompt files by following the instructions in the Upload and Select Audio Prompts topic.

Call Back Caller ID – Specify the Caller ID to display on the customer phone. If the Caller ID is configured under the Queue tab, it overrides this value.

Call Manager IP Address – Enter or change the IP address of the Call Manager.

Call Notice Prompt – Fully qualified file name and location of the audio file to play for the for the Call Notice Prompt.

Callback Audit Retention Days – Set the number of days to retain the data in the eccs_call_back_audit table. (Default Value: 90)

Callback Retention Days – Set the number of days to retain the data in the eccs_call_back table. (Default Value: 90)

Callback Wallboard Auto Refresh Frequency (In secs) – Set the frequency at which the Callbacks Wallboard page refreshes. (Default Value: 5)

Customer Phone Number Prefix – Allows you to enter the prefix to prepend to the phone number when creating a callback request from Finesse Agent Desktop.

Customer Prompt Enabled – Enable or disable the customer side prompt.

Customer side Prompt – Fully qualified file name and location of the audio file to play for the for the customer side prompt.

DB Query Interval – Set the interval at which database query results are checked. (Default Value: 1000)

DB Scanner Poll Interval – Set the interval for how frequently the database is scanned for new call backs. (Default Value: 20000)

DB User Name – SQL server account user name used to connect to the database.

DB User Password – SQL server account password used to connect to the database.

Enable to Check and Mark for duplicate callbacks – Enabling this feature allows you to flag any duplicate callbacks.

Fast Busy Prompt – Fully qualified file name and location of the audio file to play for Busy Prompt. This audio file is played to the agent when a connection failure occurs when reaching out to a customer.

Fax Detected Prompt – Fully qualified file name and location of the audio file to play when a fax machine is detected. This audio file is played to the agent when the connection detects a fax machine when reaching out to a customer.

Fetch Call Backs Batch Size – Specify the number of records the 'fetchNewCallback' stored procedure should retrieve. (Default Value: 15)

HDS Database Name – Specify the HDS database name.

HDS Server Side A – IP address or host name of HDS Server Side A.

HDS Server Side B – IP address or host name of HDS Server Side B.

Linked Server to Side A HDS – Specify the Linked Server to connect to the customer HDS Server Side A.

Linked Server to Side B HDS – Specify the Linked Server to connect to the customer HDS Server Side B.

Load balance CB requests – Enter 1 to enable callback request load balancing, or enter 2 to disable load balancing. When load balancing is disabled, all callback requests are queued to the default callbacks instance specified for the tenant and POD.

Max Queue Calls By DN – Specify the maximum number of calls that can be queued in ICM for any dial number. This parameter is used only when the LPDMS_ENABLED is set to off. (Default Value: 150)

Max Replays – Specify the maximum number of times an agent is allowed to replay voice messages. (Default Value: 3)

Message Notice Prompt – Fully qualified file name and location of the audio file to play before delivering a voice message. This audio file is played to the agent before the voice message.

PIM Listen Port – Specify the listening port number for Callback PIM.

Ringback Prompt – Fully qualified file name and location of the audio file to play for ring back.

SIP Display Name for CallMe Server – Display name for SIP on the Callbacks Server. (Default Value: Callbacks)

SIP Display Name for UCM Server – Display name for SIP on the UCM Server. (Default Value: UCM)

SIP Display Name for VGW Server – Display name for SIP on the VGW Server. (Default Value: VGW)

TCD Report Rention Days – Specify the number of days to retain callback TCD reports. (Default Value: 90)

VGW Invite Timer – Specify the maximum time to wait for the gateway ringing or connection to take place. (Default Value: 20)

Vgw Ring Timer – Specify the maximum for ringing the called parties phone. (Default Value: 30)

VGW Server IP Address - Primary – IP address of the Primary Voice Gateway or the CUBE.

VGW Server IP Address - Secondary – IP address of the Secondary Voice Gateway or the CUBE.

Saving the Changes

Instance settings that have been changed will have an asterisk displayed on the right side of the setting's name.

Click the Save button to save any changes, or click the Cancel button to cancel the operation.

NOTE:

If canceling the operation, click the Continue button to confirm. Click the Cancel button to return to the settings and continue editing.

See Also