Configuring OCC IVG (Genesys)

Overview

The Outbound Contact Client (OCC) is configured during VHT Callback^® installation, and can also be configured post-installation by modifying the roundrobin.seed and the vht_outbound_contact_client section of the Peripheral Monitor site.config file.

During installation, the selected dialer type plugin corresponds to the type of IVR platform to which OCC will interface. Each IVR platform has unique requirements for initiating an outbound voice call via an HTTP request, and each dialer type plugin requires unique configuration attributes for properly sending and receiving the HTTP messages that enable callback functionality.

Configuring the roundrobin.seed

The roundrobin.seed file contains the IP address and port used to establish connectivity to Queue Manager. In High Availability Queue Manager deployment models where there is only a single OCC, a second IP address and port can be added to the file. OCC connects to the first active Queue Manager and processes callback requests while connected. In the event the connection fails, OCC attempts to establish connectivity to the next Queue Manager in the roundrobin.seed file and process callback requests while connected. Therefore, OCC "round robins" the configured Queue Managers until a connection is established, and remains connected and processing callback requests until the connection fails

roundrobin.seed Examples

The following represents the general format for the roundrobin.seed file.

{queue_manager,[    {"<<Server_Where_QueueManager_Is_Installed>>",<<QueueManager_Port>>}]}.

The value for Server_Where_QueueManager_Is_Installed may be one of the following options:

Short name
- Example: "occtest03"
FQDN
- Example: "occtest03.qalab.local"
IP Address
- Example: "10.10.3.39"

The following represents an example of a roundrobin.seed file with a single QueueManager.

{queue_manager,[ {"occtest03",9999}]}.

The following represents an example of a roundrobin.seed file in a High Availability environment.

{queue_manager,[ {"occtest03",9999}, {"occtest04",9999}]}.

Note:

This setup is only supported in a High Availability environment with a single OCC.

Configuring the roundrobin.seed

Overview

Configuring the roundrobin.seed

roundrobin.seed Examples

The following represents the general format for the roundrobin.seed file.

{queue_manager,[    {"<<Server_Where_QueueManager_Is_Installed>>",<<QueueManager_Port>>}]}.

The value for Server_Where_QueueManager_Is_Installed may be one of the following options:

Short name
- Example: "occtest03"
FQDN
- Example: "occtest03.qalab.local"
IP Address
- Example: "10.10.3.39"

The following represents an example of a roundrobin.seed file with a single QueueManager.

{queue_manager,[ {"occtest03",9999}]}.

The following represents an example of a roundrobin.seed file in a High Availability environment.

{queue_manager,[ {"occtest03",9999}, {"occtest04",9999}]}.

Note:

This setup is only supported in a High Availability environment with a single OCC.

Configuring the site.config

The Peripheral Monitor site.config file contains the OCC configuration attributes for facilitating callback requests and dispositions between IVR platforms and QueueManager. The Peripheral Monitor site.config file may be configured post-installation.

IVG (Genesys) site.config configuration attributes

The following table provides descriptions and default values for the configuration attributes within the Peripheral Monitor site.config file.

Note:

An asterisk (*) denotes optional configuration options. All other configuration attributes are required.

OCC application attributes


Application	Description	Default value
voice_platform	OCC dialer type plugin for IVR platform connections.	ivg_plugin
ivg_environment	The Interactive Voice Gateway (IVG) environment for the configuration.	genesys
queue_manager_connection_ping_in_seconds	Frequency interval with which OCC will ping QueueManager. This is used in High Availability deployments with two core instances, two management instances, and an OCC deployed on each management instance. The active OCC connects to the active QueueManager, and the OCC in standby mode will ping the QueueManager. In the event of a failover, the OCC in standby will become active and the second OCC will enter ping mode.	15
ivr_group_name	IVRGroup as defined in the IVR Server table in the VHT_Config database.	NA
ivr_server_name	ServerName as defined in the IVR Server table in the VHT_Config database.	NA
ivr_port_send_interval_ms	Polling interval in milliseconds for sending port notification to QueueManager.	2000
exclude_connections_on_failure	Set to true to enable the time_to_exclude_on_failure logic. Set to false to disable the time_to_exclude_on_failure logic. When enabled the following errors immediately trigger the logic: UnknownStatus _StatusNotFound No License Available	True
time_to_exclude_on_failure_ms	After a connection is removed from the connection pool due to failure, this setting determines how may milliseconds to wait before adding the connection back into the connection pool.	150000
disposition_url	Disposition URL passed to IVR platforms in HTTP callback requests.	http://<OCC_IP:PORT>/<OCC_PATH>
disposition_timeout	Number of milliseconds that OCC will wait to receive callback disposition from the IVR platform before timing out. disposition_timeout depends on callback_fails_on_disposition_timeout disposition_timeout should be greater than ring_no_answer_timeout	55000
agent_priority_disposition_timeout	Amount of time (in milliseconds) that Agent Priority will wait to receive callback disposition from the IVR platform before timing out. When set for a specific Queue - or list of queueus - the value overrides the default values set at the Connection List level.	125000

Global connection attributes


Application	Description	Default value
default_connection_attributes	Global attributes used for all IVR platform connections.	NA
outdial_http_options timeout	Number of milliseconds that OCC will wait for a response from the IVR platform web service after making an http callback request.	5000
outdial_http_options connect_timeout	Number of milliseconds that OCC will wait for the initial http connection with the IVR platform web service.	5000
request_header Accept	Standard HTTP formatting indicating that json is the expected content type for HTTP responses from the IVR platform web service.	application/json
request_header Content-Type	Standard HTTP formatting indicating that json is the content type that will be sent for HTTP requests to the IVR platform web service.	application/json
enable_amd*	Set to true to detect an answering machine. Set to false to not detect an answering machine. AMD is available for IVG 1.1 and later.	false
ring_no_answer_timeout	Number of milliseconds passed to the IVR platform to ring a callback before ending the call. ring_no_answer_timeout should be less than disposition_timeout ring_no_answer_timeout should be increased to 60000 when enable_amd is set to true	50000
ccxml_fetch_timeout	Number of milliseconds allotted to fetch the CCXML document. If the timeout limit is exceeded, the fetch attempt is abandoned and an error is returned.	5000
tenant	Site name of the Virtual Hold installation.	NA
agent_connect_timeout*	The amount of time (in milliseconds) that CCIS waits for the call to connect to an agent. If not present, the value defaults to 25000. This value is converted to seconds when read by the voice platform.	25000
agent_answer_timeout	The amount of time (in milliseconds) CCIS waits for the agent to answer the agent leg of the call. When the timeout expires, the customer is dialed. When set for a specific Queue - or list of queueus - the value overrides the default values set at the Connection List level.	35000
agent_preview_timeout	The amount of time (in milliseconds) CCIS waits for the agent to input the DTMF sequence before dialing the customer. When the timeout expires, the customer is dialed. When set for a specific Queue - or list of queueus - the value overrides the default values set at the Connection List level.	60000

Connection attributes


Attribute	Description	Default value
load_balanced_connections	Default list of IVR platform connections (outdial_url, sip_proxy, ivr_application, and optional attributes) used by OCC to send HTTP MakeCall requests. Manual additions to the load_balanced_connections list are required to enable load balanced callbacks on more than one connection. By default, OCC load balances HTTP MakeCall requests across all IVR platforms in the load_balanced_connection list when the list is selected for callback attempts.	NA
outdial_url	Voice platform URL to which OCC sends HTTP createsession requests.	http://<PLATFORM_IP:PORT>/<PLATFORM_ENTRY>
sip_endpoint	IP Address appended to callback phone numbers for outbound dialing through a SIP proxy	HostIPAddress : Port
failure_destination*	Destination to which answered callbacks are transferred when the outbound IVR application is unavailable. When this value is not configured, answered callbacks are disconnected when the outbound IVR application is unavailable.	NA
dnis	DNIS replaces the VIS Url. Locate this value in the Holly Management System by navigating to Application Editor >Service Provider > Affiliate > Outbound Application. Note: The DNIS must be in the range of numbers that appear in the Application Numbers section.	outbound
vht_ccis_uri	The URI of the Call Control Interaction Server (CCIS) application to execute in the new call session.	http:// <ip_address> : <port> /CCIS/vht_hvp.ccxml
ani*	Enable automatic number identification by entering the phone number to be used as the caller ID for callbacks.	NA
agent_priority_dnis	The DNIS which corresponds to the Agent Priority application provisioned within IVG.	agntpriority
outreach_dnis	The DNIS which corresponds to the Outreach application provisioned within IVG.	outreach
directed_connections*	Optional list of IVR platform connections (outdial_url, sip_proxy, ivr_application, and optional attributes) used by OCC to send HTTP MakeCall requests based on the segment or queue of the callback. Manual addition of the directed_connections list and the connections therein is required to enable directed callbacks. Before an HTTP MakeCall request is made, OCC attempts to select a connection from the directed_connections list. If a match is not found, OCC attempts to select a connection in the load_balanced_connection list.	NA
segment	Name of the VH segment(s) to associate to an IVR platform connection defined in a directed_connections list. OCC issues HTTP MakeCall requests on connections that match the segment for the callback. OCC uses the following precedence when selecting and using an IVR platform connection: Directed Connection List Match on Segment Match on Queue Load Balanced Connection List Important: The directed_connections list requires the segment attribute. When segments are not used to identify directed connections, configure the segment attribute with an empty value as shown in the following example. segments, [""],	NA
queue	Name of the VH queue(s) to associate to an IVR platform connection defined in a directed_connections list. OCC issues HTTP MakeCall requests on connections that match the queue for the callback. OCC uses the following precedence when selecting and using an IVR platform connection: Directed Connection List Match on Segment Match on Queue Load Balanced Connection List Important: The directed_connections list requires the queue attribute. When queues are not used to identify directed connections, configure the queue attribute with an empty value as shown in the following example: queues, [""],	NA