Optional: Adding the Genesys T-Server Keep Alive Registry Setting

In situations where Callback software cannot easily reconnect to T-Server after T-Server has been stopped or restarted, add the Keep Alive registry setting to establish periodic pings between Queue Manager and the T-Server(s), which will prevent the firewall from breaking down. Callback will always try to keep the connection open and active:

1. Create the following four strings in HKEY_LOCAL_MACHINE\SOFTWARE\Virtual Hold\Genesys:

   • KeepAliveDn=VHT_KeepAlive

   • KeepAliveIntervalInMinutes=3

   • KeepAliveAttemptsBeforeFail=1

   • KeepAliveTimeout=11000

2. In the VHT_Config database, GenesysCTIConfig table, set the value for PROTOCOL to addp.

3. Create a DN called VHT_KeepAlive of type Extension in Genesys CME. This step eliminates unnecessary error messages in the T-Server logs.

Optional: Adding the TIAL Avaya TSAPI Registry Setting

If you use TIAL Avaya TSAPI, add the following registry settings in HKEY_LOCAL_MACHINE\SOFTWARE\Virtual Hold\TSAPI:

• ConnectToAESServerRetrySecondsIf the acsOpenStream or the acsEventNotify command fails, this setting specifies how often QM will try to reconnect to the AES server. The default is 5 seconds.

• EventThreadIntervalMSThis setting indicates the length of time the event monitoring thread will sleep if there are no events ready to be processed. The default is 3000 milliseconds.

• UseESR
The default for this setting is TRUE. If using QueueManager as a service, this value must be TRUE.

Optional: Adding the Nortel Real Time Adapter Registry Setting

In On-Premise Callback Version 6.8, the Nortel Real Time Adapter may not install properly using Callback Installation.

Check the HKEY_LOCAL_MACHINE\Software\Virtual Hold\Real Time Adapter settings to ensure these settings exist in your Nortel installation.

• LocalNICAddress=NICAddress

• SymposiumServerID=ServerID

• RetryCountMax=3

• RetryDelayMin=5

• ReconnectNortelintervalSecs=300

Optional: Adding the International Prompts Registry Settings

The following settings should be added in HKEY_LOCAL_MACHINE\SOFTWARE\Virtual Hold:

• CustomDateTime_TimeFormat - Value: 24 (will use 24-Hour Time; anything else will be 12-Hour Time)

• CustomDateTime_PlayHundred - Value: TRUE/FALSE (will speak "13 hundred hours" or "13 hours" on 'dayOfWeek', 'month' 'date')

• CustomDateTime_PlayHours - Value: TRUE/FALSE (will speak "13 hundred hours" or "13 hundred" on 'dayOfWeek', 'month' 'date')

• CustomDateTime_PlayAnd - Value: TRUE/FALSE (will speak "13 hundred hours and 52 minutes" or "13 hundred hours 52 minutes" on 'dayOfWeek', 'month' 'date')

• CustomDateTime_PlayMinutes - Value: TRUE/FALSE (will speak "13 hundred hours and 52 minutes" or "13 hundred hours and 52" on 'dayOfWeek', 'month' 'date')

• CustomDateTime_PlayOn - Value: TRUE/FALSE (will speak "13 hundred hours and 52 minutes on 'dayOfWeek', 'month' 'date'" or "13 hundred hours and 52 minutes, 'dayOfWeek', 'month' 'date'")

• CustomDateTime_PlayDayOfWeek - Value: TRUE/FALSE (will speak "13 hundred hours and 52 minutes on 'dayOfWeek', 'month' 'date'" or "13 hundred hours and 52 minutes on 'month' 'date'")

• CustomDateTime_DateFormat - Value: Month First/Day First (will speak "13 hundred hours and 52 minutes on 'dayOfWeek', 'date' 'month'" or "13 hundred hours and 52 minutes on 'dayOfWeek', 'month' 'date'")

Optional: Adding the Hail Get Digit Timeout Setting

On the server where the IVR component resides, add this registry setting to enable a configurable timeout, which allows coordination between the playing of the hail prompt and the time needed to get the caller on the line. If the setting is not defined, the timeout value defaults to 10.

The administrator can set the value in the registry to 3 through 10. If a value less than 3 or greater than 10 is specified, the value defaults to 10.

The following setting should be added in HKEY_LOCAL_MACHINE\Software\Virtual Hold\QMCL Settings\IVR:

• HailGetDigitTimeout - Value: 3-10. The default is 10.

Optional: Adding Registry Settings for Aspect ACD with DM/V Boards

The following setting should be added in HKEY_LOCAL_MACHINE\Software\Virtual Hold:

• GlobalCallProtocol - Value: pdk_us_mf_io

• SpecialDialRules - Value: AspectWithDMV

Optional: Preventing Prompts from Playing Early

When prompts play too early, the following registry setting should be added in HKEY_LOCAL_MACHINE\Software\Virtual Hold:

• SpecialDialRules - Value: CRBT

For more information from Dialogic regarding call progress analysis when Color Ring Back Tone (CRBT) is in use, see http://www.dialogic.com/support/helpweb/helpweb.aspx/920/call_progress_analysis_and_color_ring_back_tones/gc_r4.