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typing_preview

Section: chat.service-name
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.104.04

Text typed by a chat user can be periodically submitted to the server before the user has finished typing, so that the chat agent can get advance information about the content of the message and be more prepared to respond.

If this setting is enabled, text messages from the user are included in calls to refresh the transcript.

Important
This option is not applicable when using CometD.

escape_html

Section: chat.service-name
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Discontinued: 8.5.104.04

Determines whether web service responses escape HTML entities in user-submitted text. For example:

  • Unescaped: <script>alert('hello')</script>
  • Escaped: &amp;lt;script&amp;gt;alert('hello')&amp;lt;/script&amp;gt;

Deprecated: Because some Genesys components escape HTML content, setting this option to true can lead them to display messages incorrectly. Therefore, message text must instead be escaped by the client that generates a request.

However, you can use a value of true with custom desktops and custom web clients, as long as they do not escape their HTML content.

endpoint

Section: chat.service-name
Default Value: Environment:default
Valid Values: <TenantName>:<ChatServerEndpointName>
Changes Take Effect: Immediately
Introduced: 8.5.104.04

This option defines the eServices Chat Server endpoint that will be used to submit Chat interactions for this service. The string value must combine a valid tenant name and a valid Chat Server endpoint name from this tenant, separated by a colon: <TenantName>:<ChatServerEndpointName>

  • TenantName must correspond to one of the Tenants assigned to the connected Chat Server application.
  • ChatServerEndpointName is the value of one of the keys in the endpoints section of the connected Chat Server application and is a reference to the queue into which this chat session will be submitted.

username

Section: email.service-name
Default Value: Empty string
Valid Values: Any string
Changes Take Effect: Immediately
Introduced: 8.5.108.02

Defines a username for the email channel or service.

password

Section: email.service-name
Default Value: Empty string
Valid Values: Any string
Changes Take Effect: Immediately
Introduced: 8.5.108.02

Defines a password for the email channel or service.

disable_authentication

Section: email.service-name
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.108.02

If true, disables Basic Authentication for email.

password

Section: chat.service-name
Default Value: Empty string
Valid Values: Any string
Changes Take Effect: Immediately
Introduced: 8.5.108.02

Defines a password for the chat channel or service.

username

Section: chat.service-name
Default Value: Empty string
Valid Values: Any string
Changes Take Effect: Immediately
Introduced: 8.5.108.02

Defines a username for the chat channel or service.

disable_authentication

Section: chat.service-name
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.108.02

Disables Basic Authentication for chat.

enable_notification_mode

Section: chat.service-name
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Introduced: 8.5.109.05

Enables the notification mode for the Chat V2 CometD API. This option is defined in the chat section only, cannot apply to the chat.<service-name> section, and is not dynamic. You cannot change this option at runtime: doing so may lead to incorrect node behavior. If you set this option to true, the GMS node will establish a persistent connection with the Chat Server(s) and enable the Chat V2 CometD API.

_target

Section: URS Queueing
Default Value: {specify your target here}
Valid Values: String
Changes Take Effect: Immediately
Modified: 8.5.108.02, 8.5.109.05, 8.5.109.08, 8.5.114.09

Routing target that specifies the agent/queue resource that will process this request.

  • Starting in 8.5.108.02, you can set multiple targets in this option, limited to 5.
  • Starting in 8.5.114.09, the limit is increased to 15.

Single Target

For a single target, format the string according to the URS target specification: <Target String>@<StatServer name>.<Target Type> where Target Type is one of the following:

  • A (Agent)
  • AP (Agent Place)
  • GA (Group of Agents)
  • GP (Group of Places)
  • GC (Campaign Group)

<Target String> can be a skill expression. In that case, <Target String> must start with '?:'.
For example:

  • Billing@StatServer.GA—Routes to Agent Group "Billing".
  • ?:English=20&;Loans=2@StatServer.GA—Routes to any agent matching the skill expression.

See the Universal Routing Server (URS) documentation for additional information about URS targets.

Multiple Targets

To set multiple targets, create a JSON-formatted string array of maximum 15 elements as follows: 

[
    {
        "target": "<Target String>@<StatServer name>.<Target Type>",
        "timeout": "<integer>",
        "clear":<true/false>,
        "stat_to_check": "<stat name>",
        "stat_operator": "< or >",
        "stat_value": "1"
    }
]
  • The timeout property specifies how long to wait in seconds before switching of targets.
  • The stat_to_check property can be set to any of the values supported by the Statistics parameter passed to the IRD function SData(Target, Statistics), unless target is a skill expression. If target is a skill expression, you must choose one of the following values:
    • RStatAgentsReadyvoice—agents ready for voice media.
    • RStatAgentsReady—agents ready for any media.
    • RStatAgentsTotal—agents logged in.
  • The stat_value property specifies the threshold for the statistic passed in stat_to_check. If the condition set by the combination of stat_to_check, stat_operator, and stat_value is met, the current target is skipped, except if it is the last target of the list.
  • If clear=true, the target will be overridden when switching to the next target; if clear=false, the target will be expanded with the next target.
Important
If you set multiple targets in this option, then _urs_queued_ttl should be set to the total queue time across all targets.

_throttle_customer_number_limit

Section: Queue Management
Default Value: 6
Valid Values: Any integer
Changes Take Effect: Immediately
Dependencies: _throttle_request_parameters
Introduced: 8.5.109.05
Discontinued: 8.5.110.07

Specifies the maximum number of immediate callback requests that a given customer number can query per day. You can set the list of parameters to apply this throttling in the option _throttle_request_parameters.

Starting in 8.5.110.07, this option is discontinued. Use option _throttle_request_parameters_limit instead.

_request_ewt_service

Section: Scheduled Call
Default Value: No default value
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.110.07

Specifies a urs-stat service to retrieve the EWT value. You can create and configure this urs-stat service as a GMS service in the Service Management UI or by adding a service.my-urs-stat section to your GMS configuration.

_throttle_request_parameters_limit

Section: Queue Management
Default Value: 8
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.110.07
Modified: 8.5.111.08
Related Options: _throttle_request_parameters

Specifies the maximum number of immediate callback requests that a given customer number (or any other parameters configured in _throttle_request_parameters) can query per day. You can set the list of parameters to apply this throttling in the option _throttle_request_parameters.

In versions older than 8.5.111.08, the default value is 6.

enable-bulk-cancel-and-export-callback

Section: lab
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.110.07
Discontinued: 8.5.111.04

Enables the bulk export of cancelled Callback records in the Callback UI.

In 8.5.111.04, this option was renamed disable-bulk-cancel-and-export-callback.

version

Section: pulse
Default Value: 2
Valid Values: 1 or 2
Changes Take Effect: Immediately
Introduced: 8.5.103
Modified: 8.5.110.07

Enables version 2 of Pulse Dashboards starting in 8.5.103.

Starting in 8.5.110, 2 is the default value for this option.

_enable_in_queue_checking

Section: Queue Management
Default Value: true
Valid Values: true, false, strict
Changes Take Effect: Immediately
Introduced: 8.5.109.05
Modified: 8.5.111.04

  • If true, prevents the callback creation if the same customer number has already two callbacks in the queue.
  • If strict, prevents the callback creation if the same customer number has already one callback in the queue.
  • If false, does not check whether the customer is already in queue when creating the callback.

This option applies to both immediate and scheduled callbacks.

_enable_throttle_header_parameters

Section: Queue Management
Default Value: true
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.111.04

If true, applies the throttling to the header parameters that are configured in the _throttle_request_parameters option. You can configure two types of parameters in the _throttle_request_parameters option:

  • Callback request body's parameters
  • Callback request header's parameters.

If the same parameter name exists in both header and body with different values, and if this option is set to true (default), the system applies the throttling to the header value and ignores the body value.


For example, let's consider _throttle_request_parameters=_customer_number, user_id, where user_id is a parameter passed in the Callback request header and where _customer_number is passed in the request as a body parameter. If _enable_throttle_header_parameters=true, by default, the system will allow a maximum of 8 immediate callback requests issued from the same user_id per day (24 hours). If set to false, there is no restriction for the callback requests issued from the same user_id.

disable-bulk-cancel-and-export-callback

Section: lab
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.111.04
Discontinued: 8.5.114.07

If true, disables the bulk export of cancelled Callback records in the Callback UI.

Starting in 8.5.114.09, this option was moved to the features section.

enable-bulk-cancel-and-export-callback

Section: lab
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.110.07
Discontinued: 8.5.111.04

Enables the bulk export of cancelled Callback records in the Callback UI.

In 8.5.111.04, this option was renamed disable-bulk-cancel-and-export-callback.

max_message_size

Section: chat.service-name
Default Value: No default value
Valid Values: Any integer from 0-104855000
Changes Take Effect: Immediately
Introduced: 8.5.111.04

Limits the allowable size of text and message parameters with Chat and Chat CometD APIs.

  • If a message parameter exceeds this value, GMS node will return a validation error with code 204.
  • If the option is not defined, the GMS node will not check the size of the message.

Genesys recommends that you set the value of this option to at least 2,000 less than the lowest value of the xml-request-max-size option of all connected Chat Servers.

enable_notification_hybrid_mode

Section: chat.service-name
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.111.04
Discontinued: 8.5.112.05

Enables hybrid notification mode for Chat V2 CometD API. This option is dynamic and defined on a media level only.

Warning
You cannot modify this option on a running GMS node. If you do so, the node will no longer handle the existing sessions correctly.
  • If false, the Chat V2 API requests will fail with an error code 240, statusCode=2 and chatEnded=true.
  • If true, the GMS node will process correctly Chat V2 API requests against the session started using Chat V2 With CometD API.

returned-keys

Section: callback
Default Value: _desired_time,_callback_state,_callback_state,_callback_reason,_ors_session_id
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately
Introduced: 8.5.111.04

Specifies a list of keys whose values must be returned when fetching callback records with the Query Callback by Queues or Query by properties queries of the Callback Services API.

Note that the following keys are always returned: _id, _desired_time, _service_name, _callback_state, _expiration_time, _customer_number, _url, _callback_reason (optional), in addition to the keys defined in the _customer_lookup_keys option.

filter-keys

Section: callback
Default Value: _callback_state,_callback_reason,_request_queue_time_stat,_request_ewt_service,_vq
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately
Introduced: 8.5.111.04

Defines a list of filtering keys that can be passed in the Query Callback by Queues query of the Callback API.

_enable_throttle_header_parameters

Section: callback
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.111.04

If true, applies the throttling to the header parameters that are configured in the _throttle_request_parameters option. You can configure two types of parameters in the _throttle_request_parameters option:

  • Callback request body's parameters
  • Callback request header's parameters. If the same parameter name exists in both header and body with different values, and if this option is true, the system applies the throttling to the header value and ignores the body value.

For example, let's consider _throttle_request_parameters=_customer_number, user_id, where user_id is a parameter passed in the Callback request header and where _customer_number is passed in the request as a body parameter. If _enable_throttle_header_parameters=true, by default, the system will allow a maximum of 6 immediate callback requests issued from the same user_id per day (24 hours). If set to false, there is no restriction for the callback requests issued from the same user_id.

callback_column_alias

Section: callback
Default Value: No default value
Valid Values: JSON-formatted string
Changes Take Effect: Immediately
Introduced: 8.5.111.04

Defines a list of aliases for the custom parameters submitted in Callback queries. If the disable_additional_columns_from_callbacks option is false, the Callback UI will use these aliases as Display Names for the columns that display the custom parameters' values.

The list must match the following format: { "parameter_key1" : "parameter_alias1", "parameter_key2" : "parameter_alias2", ..., "parameter_keyN": "parameter_aliasN" }

_throttle_request_parameters_limit

Section: Queue Management
Default Value: 8
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.110.07
Modified: 8.5.111.08
Related Options: _throttle_request_parameters

Specifies the maximum number of immediate callback requests that a given customer number (or any other parameters configured in _throttle_request_parameters) can query per day. You can set the list of parameters to apply this throttling in the option _throttle_request_parameters.

In versions older than 8.5.111.08, the default value is 6.

pushEnabled

Section: push
Default Value: comet
Valid Values: android, gcm, ios, httpcb, orscb, customhttp, fcm,comet
Changes Take Effect: After restart.
Modified: 8.5.113.10, 8.5.112.05

A comma-delimited list of strings that describe the enabled push types. Currently, the following push types are supported:

  • android
  • gcm
  • ios
  • httpcb
  • orscb
  • customhttp
  • fcm (starting in 8.5.112.05)
  • comet (starting in 8.5.103.10)

Any other push type will be ignored. If an option value is not set, then it will be handled as empty string option value (that is, push will be disabled for all supported types and the push service will not work).

Note: Starting in 8.5.103.10, this option requires the default value (comet) even if you do not enable push notifications. If you enable push notifications, use one of the above valid values.

fcm.apiKey

Section: push
Default Value: No default value
Valid Values: String
Changes Take Effect: After restart
Introduced: 8.5.112.05

Valid Firebase Cloud Messaging API key. Refer to the official documentation for further details.

stored-classes

Section: profiler
Default Value: Empty string
Valid Values: String
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Comma-separated list of classes that must store profiling information in the database. For example: "AdminController,TasksController"

The list of supported classes is the following:

  • AdminController
  • CallbackController
  • ServiceController
  • ServicesCompositeController
  • ServicesController
  • StatesController
  • StorageController
  • TasksController

logged-classes

Section: profiler
Default Value: Empty string
Valid Values: String
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Comma-separated list of classes that should print profiling information in the log. For example: "ServicesController,TasksController"

The list of supported classes is the following:

  • AdminController
  • CallbackController
  • ServiceController
  • ServicesCompositeController
  • ServicesController
  • StatesController
  • StorageController
  • TasksController

enable

Section: profiler
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Enables logging of profiled values and/or storage in Cassandra.

enable_notification_hybrid_mode

Section: chat.service-name
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.111.04
Discontinued: 8.5.112.05

Enables hybrid notification mode for Chat V2 CometD API. This option is dynamic and defined on a media level only.

Warning
You cannot modify this option on a running GMS node. If you do so, the node will no longer handle the existing sessions correctly.
  • If false, the Chat V2 API requests will fail with an error code 240, statusCode=2 and chatEnded=true.
  • If true, the GMS node will process correctly Chat V2 API requests against the session started using Chat V2 With CometD API.

_urs_vq_priority_boost_on_connect

Section: URS Queueing
Default Value: 500
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Priority to be added to the virtual interaction after connecting the customer call or chat session. This option only applies to scenarios where _userterminated_first_connect_party=CUSTOMER.

To use this option, import the GMS_URS_Strategy_85109_v2.58.zip strategy file available for download in the Callback Solution guide.

_max_queue_wait

Section: URS Queueing
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Maximum time (in seconds) for the virtual interaction to wait in queue prior to contacting the customer if the virtual interaction has not been selected for routing. If set to 0 (default), this option is ignored. If you set this option, configure _urs_ewt_estimation_method = ursdial.

This option only applies to user-terminated delayed scenarios where _userterminated_first_connect_party=CUSTOMER. If max-queue-wait is configured, and if its value is exceeded, the system adds the GMS_Max_Queue_Wait user data to the outbound interaction.

debug.fcm.apiKey

Section: push
Default Value: No default value
Valid Values: Any string
Changes Take Effect: After restart
Introduced: 8.5.114.09

Valid Firebase Cloud Messaging API key to use if debug=true.

fcm.title

Section: push
Default Value: No default value
Valid Values: Any string
Changes Take Effect: After restart
Introduced: 8.5.114.09

Firebase Cloud Messaging title for an event defined at the provider level.

fcm.body

Section: push
Default Value: No default value
Valid Values: Any string
Changes Take Effect: After restart
Introduced: 8.5.114.09

Firebase Cloud Messaging body message for an event defined at the provider level.

_target

Section: URS Queueing
Default Value: {specify your target here}
Valid Values: String
Changes Take Effect: Immediately
Modified: 8.5.108.02, 8.5.109.05, 8.5.109.08, 8.5.114.09

Routing target that specifies the agent/queue resource that will process this request.

  • Starting in 8.5.108.02, you can set multiple targets in this option, limited to 5.
  • Starting in 8.5.114.09, the limit is increased to 15.

Single Target

For a single target, format the string according to the URS target specification: <Target String>@<StatServer name>.<Target Type> where Target Type is one of the following:

  • A (Agent)
  • AP (Agent Place)
  • GA (Group of Agents)
  • GP (Group of Places)
  • GC (Campaign Group)

<Target String> can be a skill expression. In that case, <Target String> must start with '?:'.
For example:

  • Billing@StatServer.GA—Routes to Agent Group "Billing".
  • ?:English=20&;Loans=2@StatServer.GA—Routes to any agent matching the skill expression.

See the Universal Routing Server (URS) documentation for additional information about URS targets.

Multiple Targets

To set multiple targets, create a JSON-formatted string array of maximum 15 elements as follows: 

[
    {
        "target": "<Target String>@<StatServer name>.<Target Type>",
        "timeout": "<integer>",
        "clear":<true/false>,
        "stat_to_check": "<stat name>",
        "stat_operator": "< or >",
        "stat_value": "1"
    }
]
  • The timeout property specifies how long to wait in seconds before switching of targets.
  • The stat_to_check property can be set to any of the values supported by the Statistics parameter passed to the IRD function SData(Target, Statistics), unless target is a skill expression. If target is a skill expression, you must choose one of the following values:
    • RStatAgentsReadyvoice—agents ready for voice media.
    • RStatAgentsReady—agents ready for any media.
    • RStatAgentsTotal—agents logged in.
  • The stat_value property specifies the threshold for the statistic passed in stat_to_check. If the condition set by the combination of stat_to_check, stat_operator, and stat_value is met, the current target is skipped, except if it is the last target of the list.
  • If clear=true, the target will be overridden when switching to the next target; if clear=false, the target will be expanded with the next target.
Important
If you set multiple targets in this option, then _urs_queued_ttl should be set to the total queue time across all targets.

_returned_keys

Section: Queue Management
Default Value: _desired_time,_callback_state,_customer_number,_callback_reason,_ors_session_id,_time_scheduled,_time_updated,_time_cancelled
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately
Introduced: 8.5.114.09
Modified: 8.5.200.07

Specifies a list of keys whose values must be returned when fetching callback records with the Query Callback by Queues or Query by properties queries of the Callback Services API.

Note that the following keys are always returned: _id, _desired_time, _service_name, _callback_state, _expiration_time, _customer_number, _url, _callback_reason (optional), in addition to the keys defined in the _customer_lookup_keys option.

In 8.5.200.07, the following keys were added to the default value of this option: _time_scheduled, _time_updated, _time_cancelled

_filter_keys

Section: Queue Management
Default Value: _callback_state,_callback_reason,_request_queue_time_stat,_request_ewt_service,_vq
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately
Introduced: 8.5.114.09

Defines a list of filtering keys that can be passed in the Query Callback by Queues query of the Callback API.

enable-sample

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, enables the new Tools > Sample panel in the Service Management UI.

enable-resources

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately


If true, enables the new Tools > Resources panel in the Service Management UI.

enable-patterns

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, enables the new Tools > Patterns panel in the Service Management UI.

enable-metrics

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, enables the new Monitor > Metrics tab of the Service Management UI.

enable-logger-error

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, enables ERROR log traces in the Log Console of the Service Management UI.

enable-logger

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, enables INFO and DEBUG log traces in the Log Console of the Service Management UI.

enable-downloaddfm

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, enables the Tools > Download Dfm item in the Service Management UI.

enable-config

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, enables the new Monitor UI.

_returned_keys

Section: Queue Management
Default Value: _desired_time,_callback_state,_customer_number,_callback_reason,_ors_session_id,_time_scheduled,_time_updated,_time_cancelled
Valid Values: Comma-separated list of keys
Changes Take Effect: Immediately
Introduced: 8.5.114.09
Modified: 8.5.200.07

Specifies a list of keys whose values must be returned when fetching callback records with the Query Callback by Queues or Query by properties queries of the Callback Services API.

Note that the following keys are always returned: _id, _desired_time, _service_name, _callback_state, _expiration_time, _customer_number, _url, _callback_reason (optional), in addition to the keys defined in the _customer_lookup_keys option.

In 8.5.200.07, the following keys were added to the default value of this option: _time_scheduled, _time_updated, _time_cancelled

_enable_reject_out_of_office_hours

Section: Queue Management
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, rejects creation of a callback when the desired time is out of the configured office hours; note that the rejection is taking into account the Estimated Wait Time of the created callback.

_fix_plus_on_int_phone_numbers

Section: Queue Management
Default Value: true
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.200.07

If true, fix international phone numbers in the _customer_number parameter, by adding the '+' sign if missing.

_statistic_ewt_upper_bound

Section: Queue Management
Default Value: 86400
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.200.07

Specifies the maximum EWT possible value. If computed EWT is higher than this value, it is set to upper bound.

_trunk_group

Section: Voice - User Terminated
Default Value:
Valid Values: routing_point
Changes Take Effect: Immediately
Introduced: 8.5.201.04

Trunk Group from which the system can create a user-terminated (outbound/inbound) call. If you configured _agent_first_via_tg = true, this option is mandatory.

_agent_first_via_tg

Section: Voice - User Terminated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, enables the call dialing from the trunk group (configured in the _trunk_group option) in the following user-terminated scenario. When the trunk group dials the call to the customer, it makes a call to the agent first where the agent preview mode is disabled, and the agent can consult the call to the customer. Finally, the agent can merge the two calls. If the option is false, the call is dialed from the agent's DN.

_agent_preview_set_notready_reason

Section: Voice - User Terminated
Default Value: N/A
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.201.04

String representation of a numeric value. If you configure this option and if _agent_preview_timeout_set_notready = true, it will be used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent.

_agent_preview_timeout_set_notready

Section: Voice - User Terminated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, and if the agent does not accept or reject the callback preview invitation in time (defined in the _agent_preview_timeout option), the agent status changes to NOT READY. Additionally, if you configured the _agent_preview_set_notready_reason option, this reason is used as the value of the ReasonCode extension of the EventAgentNotReady event that will be sent. If false (default), the agent status will not change.

enable-contextual-help

Section: features
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.202.03

If true, enables the new Contextual Help panel in the Service Management UI.

Warning
Microfsoft Edge does not support this feature.

_urs_extension_data

Section: URS Queueing
Default Value: No default value
Valid Values: <data>=<value>
Changes Take Effect: Immediately
Introduced: 8.5.203.02
Discontinued: From 8.5.114.09 to 8.5.202.03

Provides the additional configuration extension data required for advanced scenarios and used for the customization of the URS prioritization strategy. Use this option to pass additional extension data to the URS strategy, for example, if you customize the WaitForTarget IRD strategy.

Multiple values can be combined to form a comma-separated list that the URS strategy will parse. For example, _urs_extension_data=targets=VAG1,VAG2,VAG3;

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

port

Section: cassandra
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: After restart
Discontinued: 8.5.203.02

The listening port of the Cassandra server (that is, the port on which Thrift listens for clients).

Starting in 8.5.203, use the new native-port option instead of this one.

native-port

Section: cassandra
Default Value: 9042
Valid Values: Any positive integer
Changes Take Effect: After restart
Introduced: 8.5.203.02

The listening port of the Cassandra server, that is, the port on which CQL listens for clients. If you implement TLS, use another port such as 9142 (cassandra default).

_urs_ewt_vq

Section: URS Queueing
Default Value: No default value
Valid Values: string
Changes Take Effect: Immediately
Introduced: 8.5.205.01
Discontinued: 8.5.223.01

Virtual queue (alias) to which the service request will be added to fetch the Estimated Wait Time.

Note: This option was renamed _urs_ewt_virtual_queue.

secured

Section: cassandra
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Introduced: 8.5.207.05

If true, Cassandra must use TLS to connect to the cluster.

create-tables

Section: cassandra
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Discontinued: 8.5.303+

If true, creates the missing tables in an existing GMS keyspace. Note that the default keyspaces are gsg and gsg_dd.

strategy-class

Section: cassandra
Default Value: SimpleStrategy
Valid Values: SimpleStrategy, NetworkTopologyStrategy, or cassandra-topology
Changes Take Effect: After restart
Discontinued: 8.5.207.05

Specifies the strategy class that Cassandra uses for the cluster. Valid values are:

  • SimpleStrategy, which defines a single cluster without multiple Data Centers.
  • NetworkTopologyStrategy, which is a network strategy in conjunction with the cassandra-topology properties file (located in the install configuration directory for each Cassandra instance), defines the Data Centers for the Cassandra cluster. Multiple Data Centers are typically geographically dispersed.

_urs_extension_data

Section: URS Queueing
Default Value: No default value
Valid Values: <data>=<value>
Changes Take Effect: Immediately
Introduced: 8.5.203.02
Discontinued: From 8.5.114.09 to 8.5.202.03

Provides the additional configuration extension data required for advanced scenarios and used for the customization of the URS prioritization strategy. Use this option to pass additional extension data to the URS strategy, for example, if you customize the WaitForTarget IRD strategy.

Multiple values can be combined to form a comma-separated list that the URS strategy will parse. For example, _urs_extension_data=targets=VAG1,VAG2,VAG3;

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_urs_vq_priority_max

Section: URS Queueing
Default Value: No default value
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.208.09

Maximum value in the range of permitted values for the call's priority in the URS VQ. If the call's priority changes and this moves it out of the range defined by the _urs_vq_priority_min and _urs_vq_priority_max options, GMS fixes the call's priority to make it fit in the permitted range. Priorities greater than _urs_vq_priority_max will be corrected to _urs_vq_priority_max.

_urs_vq_priority_min

Section: URS Queueing
Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.208.09

Minimum value in the range of permitted values for the call's priority in the URS VQ. If the call's priority changes and this moves it out of the range defined by the _urs_vq_priority_min and _urs_vq_priority_max options, GMS fixes the call's priority to make it fit in the permitted range. Priorities lower than _urs_vq_priority_min will be corrected to _urs_vq_priority_min.

_agent_preview_set_notready_reason_key

Section: Voice - User Terminated
Default Value: ReasonCode
Valid Values: Any string
Changes Take Effect: Immediately
Introduced: 8.5.209.02

Key to use for the Agent Not Ready reason attribute if _agent_preview_set_notready_reason_attribute=true.

_agent_preview_set_notready_reason_attribute

Section: Voice - User Terminated
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.209.02

If true, adds the reason key and value to the AttributeReason field of the EventAgentNotReady message. This occurs only if the agent is not ready and does not accept the invitation within the amount of time specified by _agent_preview_timeout, when _agent_preview_timeout_set_notready=true. See _agent_preview_set_notready_reason_key to define an attribute key.

_state_event_delay

Section: General
Default Value: 500
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.209.02

The number of milliseconds that GMS waits before sending the update event for the callback state.

_max_time_slots

Section: General
Default Value: 5
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.209.02

The maximum number of time slots to include in the disposition response of the retry_later scenario, if the office is open and the capacity is configured to a value greater than zero. Use this parameter to improve the performance of queries over a long period of time.

_number_of_days

Section: General
Default Value: 1
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.210.02

Maximum number of day slots to include in the availability response if the office is open and the capacity greater than zero. Use this parameter to improve query performance over a long period of time.

_notification_reminder_buffer

Section: General
Default Value: 300
Valid Values: string
Changes Take Effect: Immediately
Modified: 8.5.211.01

Specifies the number of seconds before the callback dial time to trigger the Notification Reminder. By default, the reminder is sent 300 seconds (5 minutes) before the system dials the callback.

_enable_notification_reminder

Section: General
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.211.01

True to enable the callback notification reminder capability. If both this option and the _enable_status_notification option are true, the Callback Service sends an additional _cbe_on_callback_reminder event notification a few seconds before the dial time. To specify when the _cbe_on_callback_reminder notification is sent, configure the _notification_reminder_buffer option.

Change History

The following options have been added or changed in version 8.5.211.02:

The following options have been added or changed in version 8.5.210.02:

The following options have been added or changed in version 8.5.209.02:

The following options have been added or changed in version 8.5.208.09:


The following options have been added or changed in version 8.5.207.05:

The following options have been added or changed in version 8.5.205.01:


The following options have been added or changed in version 8.5.203.02:

The following options have been added or changed in version 8.5.202.03:

The following options have been added or changed in version 8.5.201.04:

Callback


The following options have been added or changed in version 8.5.200.07:

Callback
GMS Configuration

The following options have been added or changed in version 8.5.114.09:

Callback
GMS Configuration

The following options have been added or changed in version 8.5.112.05:

Callback
GMS Configuration

The following options have been added or changed in version 8.5.111.08:

The following options have been added or changed in version 8.5.111.04:

GMS Configuration
Callback Service

The following options have been introduced or modified in version 8.5.110.07:

GMS Configuration

Callback Service

The following options have been added or modified in version 8.5.109.08:

Callback

The following options have been added or modified in version 8.5.109.05:

GMS Configuration

The following options have been added or modified in version 8.5.108.02:

GMS Configuration

  • The disable_authentication option was introduced in the chat.<service-name> section.
  • The username option was introduced in the chat.<service-name> section.
  • The password option was introduced in the chat.<service-name> section.
  • The disable_authentication option was introduced in the email.<service-name> section.
  • The password option was introduced in the email.<service-name> section.
  • The username option was introduced in the email.<service-name> section.

The following options have been added or modified in version in 8.5.104.04:

GMS Configuration

  • The default_chat_endpoint option from the chat section and the chat_endpoint option from the chat service section were renamed to endpoint.
  • The escape_html option from the chat and chat service sections was deprecated and should not be used. The default value was changed to false.
  • The typing_preview option was introduced.
This page was last edited on June 7, 2021, at 08:21.
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