How to configure Contact Expert Agent Client Application
The XML configuration file of Contact Expert Application contains a wide range of configuration settings. You will find the comprehensive list of all possible options together with their explanation in this article.
To change the local configuration, please edit the following file:
[CE_INSTALL_FOLDER]\Servers\AgentClientApp.Net\AgentClientApp.Config.xml
| Parameter Name | Valid Values | Default Value | Can be set in central agent policy? (6) | Agent Policy Parameter Name | Description |
|---|---|---|---|---|---|
| GC_MEDIA_ACCESS (1) | IPv4 address (xxx.xxx.xxx.xxx) |
- |  |
- | Local IPv4 address to receive RTP streams on. Use this startup parameter if the local PC has multiple network interfaces and RTP should be received only on a specific one. If no one is specified, the agent application selects the first local IPv4 address after the agent signs in. |
| GC_AUDIO_PORT (1) | 1024-65535 | random | |
- | Local UDP port to receive RTP audio streams on. Video streams are received on the next even port greater than this one. If no port is specified, the agent application selects a random value when the agent signs in. |
| GC_AUDIO_CODEC (1) |
|
G.711A | |
- | Preferred audio codec used to receive/send RTP audio streams. If no codec is specified, the agent can select one at login time. If the agent does not select a codec, the agent application uses the first item of the list. |
| GC_VIDEO_CODEC (1) |
|
H.261 | |
- | Preferred video codec used to receive/send RTP video streams. If no codec is specified, the agent can select one at login time. If the agent does not select a codec, the agent application uses the first item of the list. |
| GC_LOG_DIRECTORY | NTFS path | [CE_INSTALL_FOLDER]\Servers\AgentClientApp.Net\log | |
- | Folder to store the log files. If no log directory is specified, the agent application does not write log entries to the file system. |
| GC_RUN_DEVICE_TEST | yes / no | no | |
- | It specifies whether to check local audio and video devices during the agent sign-in process. If the device detection fails, a warning message is displayed to the agent saying that the computer does not satisfy all the requirements. |
| GC_ORB_PORT (2) | 1024-65535 | - | |
- | Local TCP port used for IIOP communication. If no port is specified, the agent application selects a random value. |
| GC_ENABLE_AUTOMATION | yes / no | yes | |
- | It specifies whether to enable the agent application automation (also known as "Screen Pop") for 3rd party solutions. Automation raises agent, task and call specific events and allows to send commands to the agent application. See the "CE Client Automation API" offline documentation for more details. |
| GC_SCHEDULE_PREFERENCE |
|
anyone |  |
Default Schedule Preference | Default scheduling preference for callback records and rescheduled tasks. It specifies who can receive the callback request or task the next time. Agents can select another option each time a call or task is rescheduled. See the "CE System Manual" offline documentation for more details. |
| GC_ORB_INITREF (2) | IIOP reference | - | |
- | Location of Contact Expert Naming Server. Naming Server is used to find other components on the network if IIOP communication is used. |
| GC_ADD_TASK_URL (3) | URL | - | |
Display Task URL | URL of the web page to be loaded into the scripting area each time the agent receives a task. |
| GC_REMOVE_TASK_URL (3) | URL | - | |
Close Task URL | URL of the web page to be loaded into the scripting area each time the agent closes a task. |
| GC_CONTACT_HISTORY_URL (3) | URL | - | |
Display History URL | URL of the web page to be loaded into the contact history area each time the agent receives a task. |
| GC_DEFAULT_URL (4) | URL | - | |
Default Task URL | URL of the web page to be loaded into the scripting area when the agent has no task. |
| GC_DEFAULT_HISTORY_URL (4) | URL | - | |
Default History URL | URL of the web page to be loaded into the history area when the agent has no task. |
| GC_CONTACT_SEARCH_URL (5) | URL | - | |
Contact Search URL | URL of the web page to be loaded into the scripting or the history area when the agent decides to search for contact records. |
| GC_CONTACT_EDIT_URL (3) | URL | - | |
Contact Edit URL | URL of the web page to be loaded into the Contact Details frame when the agent decides to modify the content of the selected contact record. |
| GC_CAMPAIGN_HELP_URL (3) | URL | - | |
Campaign Help URL | URL of the web page to be loaded into the Campaign Specific Information frame when the agent decides to view information about the campaign the current task belongs to. |
| GC_SWAP_CONTACT_SEARCH_URL (3) | URL | - | |
Contact Swap URL | URL of the web page to be loaded into the scripting area when the agent decides to search for another contact record and possibly to replace the current one. |
| GC_CONTACT_PRINT_URL (3) | URL | - | |
Contact Print URL | URL of the web page to be loaded to the Print Contact Record frame when the agent decides to print the content of the current contact record. |
| GC_EMAIL_CONSTRUCT_URL (3) | URL | - | |
Email Send URL | URL of the web page to be loaded into the Email frame when the agent decides to write a new email. |
| GC_EMAIL_DISPLAY_URL (3) | URL | - | |
Email Display URL | URL of the web page to be loaded into the Email frame when the agent receives an email. |
| GC_EXTERNAL_APP_CMD (3) | Command Prompt command | - | |
3rd Party App. Command Line | A Command Prompt command to execute each time the agent receives a task. This parameter can be used to start another application on the desktop (e.g. popup a window in a web browser or any other software, etc.) |
| GC_FORCE_BUSINESS_TAG_SELECTION | yes / no | no | |
Force Business Tag Selection | It specifies whether to force the agent to select a business tag when closing a task. If it set to 'yes', the agent application does not allow to close the task until a business tag is selected. Otherwise, agents can also close tasks without specifying business tags. |
| GC_SELECT_FIRST_BUSINESS_TAG | yes / no | no | |
- | It specifies whether to select the first business tag from the list automatically. |
| GC_PLATFORM_TYPE |
|
Microsoft | |
- | Type of the underlying telephony (UC) platform. |
| GC_RPC_MODE |
|
IIOP | |
- | Type of the communication protocol (IIOP or SOAP) used by the agent application. IIOP provides faster communication for users working in the corporate network while SOAP supports remote workers. |
| GC_WEB_SERVICES_URL | URL | - | |
- | URL to access the Contact Expert Client Access Services (CAS). CAS is used to receive wallboard information and used for SOAP communication if the RPC mode is set to SOAP. |
| GC_POPUP_WORKCODE_WINDOW | yes / no | no | |
Popup Workcode Window | It specifies whether to pop up a window containing the list of workcodes when the agent tries to change his/her state to passive or auxiliary (break). Otherwise, the agent needs to select a workcode on the Workcodes tab before going to break. |
| GC_WRAPUP_TIMEOUT_SECS | > 0 | - | |
Wrapup Timeout | Timeout (in seconds) to close a task automatically if the agent does not perform this manually by this time. Timer starts when the call gets disconnected. If no timeout value is specified, the task remains open on the agent desktop until the agent closes it manually. |
| GC_DISABLE_INFORMATION_BAR | yes / no | no | |
- | It specifies whether the agents are able to disable the display of the information bar in the agent application. |
| GC_URL_ENCODING | IANA scheme | ISO-8859-2 | |
- | Character encoding used to pass parameters to the web page queries (i.e. contact history, scripting, etc.) |
| GC_DETECT_PREFERRED_NETWORK_ADAPTER (2) | yes / no | yes | |
- | It specifies whether to check local network adapters first and then bind to the first one connecting to the Contact Expert core services.
Disabling this option might introduce significant delay if Contact Expert services cannot be accessed through the adapters appearing at the beginning of the Windows adapter list ("ipconfig /all").
|
| GC_DISABLE_RECORDING_CONTROL | yes / no | no | |
Disable Recording Control | It specifies whether agents are able to pause/continue voice and chat recording manually. |
| GC_ENABLE_SUBJECT_SELECTION | yes / no | no | |
- | It specifies whether to allow the agents to select 'subjects' (skills) to work on. If this option is enabled then a new tab appears on the login window where agents can select skills (and thus outbound campaigns or inbound queues) to receive tasks from. |
| GC_ALERT_WINDOW_LOCATION |
|
BottomLeft | |
- | The location where the toaster alert window is displayed on the desktop. |
| GC_ALERT_WINDOW_TIMEOUT_SECS | 1-60 | 3 | |
- | Timeout (in seconds) to hide the alert windows automatically. |
| GC_AGENT_PLUGIN_1, GC_AGENT_PLUGIN_2 ... |
NTFS path | - | |
- | 3rd party plugins to be loaded by the agent application. Each plugin must extend the Com.Geomant.CE.AgentPlugin.AgentPluginBase abstact class defined in AgentPlugin.dll. See the "CE Client Automation API" offline documentation for more details. |
| GC_LIMIT_PREVIEW_RINGING_TIME | yes / no | no | |
Preview Ringing Timeout | It specifies whether to apply maximum ringing time specified in dialing rules for preview calls as well. |
| DYN_FLOW_USAGE | yes / no | yes | |
Use Enhanced Agent Pages & Scripting | It specifies whether to use DynFlow agent scripting engine instead of the legacy Script Designer tool. |
| DEFAULT_AUTH_MODE |
|
- | |
- | It specifies the default authentication mode: Not Available, Active Directory, Lync Credentials or Contact Expert. Default authentication mode is selected automatically when the agent is about to sign in, but the agent can change the selection manually. |
| USE_LOCAL_CONFIG | yes / no | no | |
- | It specifies whether to load URLs and scripting mode from the local configuration file or use the global agent policy. |
Remarks:
- (1) Used for the Asterisk telephony platform (GC_PLATFORM_TYPE) only
- (2) Used for the IIOP communication protocol (GC_RPC_MODE) only
- (3) Valid parameters:
- {db_[column]} to pass data from contact records where [column] is the database column name
- {sd_[field]} to pass data from Session Data Unit (SDU) where [field] is the SDU field name
- {gc_operatorname} to pass the agent login name
- {gc_operatorpwd} to pass the agent password
- {gc_unique} to pass a unique value (to prevent HTTP caching)
- (4) Valid parameters:
- {gc_unique} to pass a unique value (to prevent HTTP caching)
- (5) Valid parameters:
- {gc_operatorname} to pass the agent login name
- {gc_operatorpwd} to pass the agent password
- {gc_unique} to pass a unique value (to prevent HTTP caching)
- (6) Agent Policy: Contact Expert Administration interface → Dialing → Domains → Agent Policy