Overview

Initial configuration occurs during the OCC Setup step of VHT Callback^® installation. Modify the contents of the vht_outbound_contact_client portion of the Peripheral Monitor site.config file to configure OCC post-installation.

Important:

When modifying connection lists:

• The load balanced connection list must exist as the default list selected when no directed list exists. The site.config must contain at least one load balanced connection list.
• The order of the connection lists in the site.config has no impact on the list selection on a per call basis.

For more information on how OCC uses connection lists, please reference Connection lists.

For more information on the fields contained in the IVG (Avaya) Peripheral Monitor site.config file, please reference Configuring OCC IVG (Avaya).

Single connection configuration

Installation of OCC creates a single load_balanced_connections list, which OCC uses to distribute HTTP CreateSession requests.

After modifying the site.config file, save it and restart the VHT^® Outbound Contact Client to initialize the new configuration.

The following sample shows the contents of the vht_outbound_contact_client portion of the Peripheral Monitor site.config file for an IVG (Avaya) dialer type plugin configured for a single IVR platform connection.

Note:

The following four attributes are added to the top of their section after an upgrade:

• agent_connect_timeout
• agent_answer_timeout
• agent_preview_timeout
• agent_priority_disposition_timeout

Load balanced connection configuration

OCC evenly distributes HTTP CreateSession requests across all IVR platform connections designated in the load_balanced_connections list.

After modifying the site.config file, save it and restart the VHT Outbound Contact Client to initialize the new configuration.

The following sample shows the contents of the vht_outbound_contact_client portion of the Peripheral Monitor site.config file for an IVG (Avaya) dialer type plugin configured for multiple load balanced IVR platform connections.

Note:

The following four attributes are added to the top of their section after an upgrade:

• agent_connect_timeout
• agent_answer_timeout
• agent_preview_timeout
• agent_priority_disposition_timeout

Directed connection configuration

OCC issues HTTP CreateSession requests using IVR platform connections designated for callbacks requested from specific segments or queues. If a matching directed_connections list is not found, OCC defaults to the load_balanced_connections list.

The directed_connections list requires the segment and queue attributes. When segments or queues are not used to identify directed connections, configure the segment or queue attributes with an empty value as shown in the following examples.

Important:

In the case OCC does not match the segment or queue for a callback to a connection in the directed_connections list, OCC defaults to the load_balanced_connections list, which must contain at least one IVR platform connection.

After modifying the site.config file, save it and restart the VHT Outbound Contact Client to initialize the new configuration.

The following sample shows the contents of the vht_outbound_contact_client portion of the Peripheral Monitor site.config file for an IVG (Avaya) dialer type plugin and configured for multiple directed IVR platform connections.

Note:

The following four attributes are added to the top of their section after an upgrade:

• agent_connect_timeout
• agent_answer_timeout
• agent_preview_timeout
• agent_priority_disposition_timeout