Generic Options
These options can be used for several types of services that you can create in the Service Management UI. They are not sorted in specific categories. Check descriptions for details.
_agent_timeout_notification_message
Default Value:
Valid Values: String
Changes Take Effect: Immediately
This option is specific to Chat services using chat push notifications. This option specifies the message that will be sent to the agent in a chat session when the customer is not online but the session is still alive. CometD channel is not working and a new message arrives from Agent.
For example, Customer is not online
_booking_expiration_timeout
Default Value:
Valid Values: 5-1800
Changes Take Effect: Immediately
This option is specific to the service.request-interaction and service.request-access services, and applies only to LOCAL and CLUSTER allocation strategies. Valid values: Lower limit is 5 seconds and upper limit is 1800 seconds (30 minutes).
This option allows you to set a different value per service for the booking expiration timeout. This value can also be passed through the request-access URI parameter. Note that the value passed through the request-access URI parameter will override the value in the service section.
_chat_400_response_on_disconnected
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
If you set this option to true and if the agent disconnected from the chat session, when returning to foreground and calling the chat refresh API, your chat application receives a 400 Error. If you set this option to false (default), your application receives 200 OK in this scenario.
_client_timeout_notification
Default Value: 90
Valid Values: Any positive integer
Changes Take Effect: Immediately
This option is specific to Chat services using chat push notifications. This option specifies the time delay in seconds between a new agent message and sending the first push notification if the application is disconnected. To change its status to disconnected (for example to handle the background state), the application sends a Cometd /meta/disconnect message to GMS.
_client_timeout_notification_message
Default Value:
Valid Values: Any string
Changes Take Effect: Immediately
This option is specific to Chat services using chat push notifications. This option specifies the message that will be sent to the customer as a notification on the device specified at subscription time. For example,
New message from Agent.
This message will be sent when the customer chat session, which is still alive, is not running as an active application (CometD is not working) and the agent is sending a message. The subscription Id that is retrieved from the GMS subscription request must be set as a parameter of the invoked chat service (parameter key: 'subscriptionID') to be able to receive auto push chat notification.
_filtering_chat_events
Default Value: No default value
Valid Values: String
Changes Take Effect: Immediately
This option is specific to Chat services using chat push notifications. This option lists the event types to exclude when pushing agent event notifications and is set by push section, filtering_chat_events. See the filtering_chat_events option in the chat section for details.
_mandatory_customer_lookup_keys
Default Value: _customer_number
Valid Values: String
Changes Take Effect: Immediately
This option is mandatory.
This option is specific to the Callback services. The value is a list of mandatory customer lookup keys that must be in the Callback schedule request. If a lookup key is missing the schedule request, it is rejected with an invalid option message and an HTTP Bad Request error code. By default, the value is _customer_number.
Example 1:
- _customer_lookup_keys is empty.
- _mandatory_customer_lookup_keys is empty.
Result: The default value for both options is _customer_number.
Example 2:
- _customer_lookup_keys = "_customer_number,_email_address"
- _mandatory_customer_lookup_keys = "_customer_number"
Result: The mandatory value in the request is _customer_number, however, you can also search by the _email_address value.
Note: _customer_lookup_keys (for lookup) is a superset of (⊇) _mandatory_customer_lookup_keys
_return_pool_health
Default Value:
Valid Values: true, false
Changes Take Effect: Immediately
This option is specific to the service.request-interaction and service.request-access services, and applies only to LOCAL and CLUSTER allocation strategies.
This option allows you to return metrics about pool health used to allocate the resource.
_service
Default Value:
Valid Values: String
Changes Take Effect: Immediately
This option is mandatory.
- For Genesys Mobile Services-based services: The name of the matching service.
- For Orchestration Server-based services: The URL of the service's SCXML application.
- Other SCXML Callback services: The URL of the service's SCXML callback application. In that case, you must set _service_type to callback.
_service_type
Default Value:
Valid Values: String
Changes Take Effect: Immediately
Service type. Must be set to callback for callback services. In that case, you must have set _service to the URL of the service's SCXML callback application.
_type
Default Value:
Valid Values: builtin,ors
Changes Take Effect: Immediately
This option is mandatory.
- For Genesys Mobile Services-based services: builtin
- For Orchestration Server-based services: ors