Configuring OCC PureConnect

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 file

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 site.config

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

PureConnect 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	voice_platform	Description: OCC dialer type plugin for IVR platform connections.
		Default Value: NA
	queue_manager_connection_ping_in_seconds	Description: 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. See Peripheral Monitor site.config for more information.
		Default Value: 15
	ivr_group_name	Description: IVRGroup as defined in the IVR Server table in the VHT_Config database.
		Default Value: NA
	ivr_server_name	Description: Server Name as defined in the IVR Server table in the VHT_Config database.
		Default Value: NA
	ivr_port_send_interval_ms	Description: Polling interval in milliseconds for sending port notifications to QueueManager.
		Default Value: 2000
Global Connection Attributes	disposition_url	Description: Disposition URL passed to IVR platforms in HTTP callback requests.
		Default Value: http://<OCC IP:Port>/<Path>
	disposition_timeout	Description: Number of milliseconds that OCC will wait to receive callback disposition from the IVR platform before timing out.
		Default Value: 55000
	enable_wrap_up_code	Description: Set to True to enable wrap-up code support; set to False to disable wrap-up code support.
		Default Value : False
	outdial_http_options timeout	Description: Number of milliseconds that OCC will wait for a response from the IVR platform web service after making an HTTP callback request.
		Default Value: 5000
	outdial_http_options connect_timeout	Description: Number of milliseconds that OCC will wait for the initial HTTP connection with the IVR platform web service
		Default Value: 5000
	call_analysis	Description: Set to true to enable call progress analysis. Set to false to disable call progress analysis.
		Default Value: True
	enable_amd	Description: Set to true to enable answering machine detection for callbacks. Set to false to disable answering machine detection for callbacks.
		Default Value: True
Connection Attributes	redundant_connections	Description: Default list of IVR platform connections (outdial_url, vis_outbound_url, platform_toolkit_url) used by OCC to send HTTP MakeCall requests.
	outdial_url	Description: IVR platform web service URL to which OCC sends HTTP callback requests.
		Default Value: http://<PLATFORM_IP:PORT>/<PLATFORM_ENTRY>
	calling_party_number	Description: Phone number displayed to callback recipients.
		Default Value: NA
	vis_outbound_ url	Description: Set to match the URL of the VXML Interaction Server. This value is sent to PureConnect so it can execute VIS and provide outbound voice callback treatment.
		Default Value: http://<VIS_IP:PORT>/<VIS_VERSIOIN>/Cisco/Outbound