How to Configure General Unified Communications parameters
The following table is a comprehensive summary of the tenant-level Unified Communications related general settings that are available to administrators.
- Log in to the CE portal with sufficient permissions for the task.
- Navigate to Infrastructure → General Infrastructure → Unified Communications menu and click Edit for the General Parameters of the selected tenant row.
| Parameter | Description | Skype for Business | Avaya | Asterisk |
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| AgileDialing | Specifies how Contact Expert dials an outbound contact. True - dials the contact from the conference. False - dials the contact directly from the campaign endpoint and transfers the call to the conference when the contact answers the call. The first scenario eliminates the additional transfer delay required by the second scenario but has the drawback that CE cannot perform outbound call progress analysis and call classification (e.g. answering machine detection). |  |
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| AllowOperatorSideDiversion | Specifies whether the operator is allowed (true) to enable call forwarding or delegation in his or her Microsoft Skype for Business (Lync) account or not (false). The screenshot below shows the Call Forwarding area of a Skype for Business (Lync) client window. In the image, the agent's cursor is setting up a delegate. | |
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| AllowAllModalities | Specifies if Contact Expert allows all additional modalities on the MCU for the ongoing customer and agent audio call. When enabled internal audio calls can be extended with additional modalities video, instant message, desktop sharing. Option can be applied only to audio calls. | |
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| AllowCustomertoPresent | This option indicates to Contact Expert to elevate the customer to be the Presenter, allowing internal callers to initiate desktop/program/document sharing using their Skype for Business client, the option can only be used if AllowAllModalities is switched on. By default this option is switched off, in such cases Contact Expert elevates the agent to be the Presenter, meaning that only the agent can initiate desktop/ program/ document sharing. Option is intended for corporate call centers only where both the customers/callers and the agents are hosted on Skype for Business platform. Enabling this increases the time required for call setup because it adds more processing and resource burden on the infrastructure. It also requires all participants to be transferred directly to the MCU (B2B supports audio only); this means 2 additional call transfers which result in 3-4 secs more call setup delay. Participants must use Skype for Business platform | |
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| AlwaysPlayIntro | Specifies whether, when the dialing rules for a campaign transfer an incoming call to another campaign, the welcome message of the second campaign will be played back to the contact (true) or not (false). | |
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| AMDEarlySegement | |
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| AMDEnabled | Specifies how answering machine detection (AMD) works in Contact Expert. True - The answering machine detection feature is turned on for every outbound campaign on the domain. False - The answering machine detection is switched off no matter what AMD setting is defined at the campaign level. | |
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| AMDEngine | Specifies the answering machine detection engine to be used, valid: BuiltIn = Contact Expert Built In AMD detection, LumenVox = AMD detection is offered by LumenVox services (extra license is required) | |
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| AMDIdleTimeout | If AMD is enabled, it will cancel answering machine detection if no voice energy is detected within the time (in milliseconds) specified by this parameter. Contact Expert will classify these calls as human answered. | |
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| AMDMinimumSilence | Specifies the minimum pause in millisecond in a voice activity that is to be considered as silence by the built in AMD | |
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| AMDRecordAudio | Specifies weather to record audio while performing answering machine detection or not. | |
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| AMDTalkDuration | If AMD is enabled, it will classify calls as "answering machine answered" if continuous voice energy is detected within the time (in milliseconds) specified by this parameter. In this case, we assume that people just say "Hello, this is [name]" or a similar short phrase when they answer the phone, and answering machines play back a longer message. | |
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| AMDSilenceAsMachine | Specifies whether the AMD detection should consider silence as a human or machine. True - Silence is treated as a machine, system performs the same treatment as if an answering machine was detected. False - Silence is considered as a human voice. By default this setting is set to false. | |
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| AppearAgentAsCustomerInQueue | If this parameter is set to true, the agent will impersonate the original customer instead of appearing as an agent when he or she initiates a consultative call to a Contact Expert queue. | |
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| AudioVideoMcuURI | Internal parameter, not editable for administrators. | |
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| AutoMuteObservers | If this parameter is set to true, Skype for Business (Lync) will automatically mute the microphones of supervisors who listen in on agent calls in real-time. | |
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| BusinessHours | You can set up the active opening hours for every campaign on the domain. This parameter determines when the Out of Business Hours messages that you set up for campaigns on this domain will be played back to the callers. It is recommended to set up as long domain-level opening hours as possible since this setting overrides any campaign-level opening hours that exceed it. | |
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| CollectAudioMOS | For Quality of Service (QoS) purposes, Microsoft Skype for Business (Lync) generates a Mean Opinion Score (MOS) between 1 and 5 when a call ends to assess the sound quality of the call. If this parameter is set to true, these scores will be stored in the Contact Expert database. | |
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| DialingInfoServiceSSL | Specifies whether to expose dialing information over HTTP or HTTPS | |
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| DialingInfoServicePort | This parameter only used by the Verba add-on. Do not modify. | |
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| DNSLoadBalancing | Specifies whether Contact Expert uses DNS load balancing or not: True - Contact Expert will be able to interact with Skype for Business (Lync) Server Enterprise Edition pools. False - Contact Expert can work only in Skype for Business (Lync) Server Standard Edition environment. | |
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| DTMFVolume | This setting determines the volume used by Contact Expert to emit DTMF tones. It will determine how loudly IVR will detect DTMF navigation events if agent dials out an IVR from Contact Expert. | |
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| ExposeDialingInfo | This parameter only used by the Verba add-on. Do not modify. | |
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| HoldMusicDelay | The time period that you specify for this parameter (in milliseconds) will be applied as a delay to make the holding music start later. This parameter is available so that agents do not have to listen to the holding music when working with Contact Expert. | |
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| IMDisconnectMarker | The string that you specify for this parameter will be sent as an instant message (IM) to either the customer or the agent to indicate that the other participant of the conversation has left the session. | |
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| IMIdleTimeout | When the participants of an IM session stay inactive for the period of time (in seconds) you set for this parameter, Contact Expert sends the customer the Idle Timeout message that you set up for the campaign, and terminates the IM session. | |
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| ImpersonateCustomer | This parameter is removed from the list as the functionality itself is enabled and is now not changeable. This setting does not affect the contact details that are displayed in the agent script. | |
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| InstantMessagingMcuURI | Internal parameter, not editable for administrators. | |
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| MaxDialogDuration | Contact Expert will terminate all interactions regardless of media channel when their duration reaches the value that you set up for this parameter. | |
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| MaxEndpointPresencePublishFailure | Specifies the maximum number of endpoint presence publishing failures before re-registering the endpoint. | |
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| MaxQueuePositionToSay | Specifies the maximum size of the queue to include in the Queue messages that Contact Expert plays back or sends to the customer. | |
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| MaxNewOutboundConferencePerMinute | Specifies the number of possible outbound conference calls the system can initiate per minute in order to avoid a failure. | |
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| MaxScheduleConferenceFailures | Specifies the maximum number of consecutive conference scheduling failures before the application endpoint will be re-registered. | |
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| MaxWaitingTimeToSay | Specifies the maximum expected waiting time (in seconds) to include in the Queue messages that Contact Expert plays back or sends to the customer. | |
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| MinQueuePositionToSay | Specifies the minimum size of the queue that triggers the Queue messages that Contact Expert plays back or sends to the customer. | |
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| MinWaitingTimeToSay | Specifies the minimum expected waiting time (in seconds) that triggers the Queue messages that Contact Expert plays back or sends to the customer. | |
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| MusicOnHold | If this parameter is set to true, Contact Expert will play its own hold music ("hold.wma") when the agent puts a caller on hold. | |
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| ObservingURIs | Internal parameter, not editable for administrators. | |
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| OutOfBusinessHoursURI | To redirect callers who reach an inbound campaign out of office hours, enter the SIP or telephone URI that you want to transfer the callers to. | |
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| OutboundRingbackDelay | The time period specified in millisecond to delay ringback tone. | |
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| PlayInbandRingbackTone | If this parameter is set to true, Contact Expert will play its own ringback tone ("ringback.wma") when the agent initiates a call. | |
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| PresenceOnSkype | If this parameter is set to true, Contact Expert will publish campaign endpoint presence information to Skype. This means that customers will be able to add Contact Expert campaign endpoints to their Skype contact lists (using campaign endpoint SIP URIs) and will be able to see campaign endpoint presence information in their Skype client. With this setting enabled, Contact Expert chat campaigns accept instant messages, and Contact Expert voice campaigns accept calls directly from Skype. | |
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| QueueMusicDelay | The time period specified in millisecond to delay queue music start. | |
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| ReplayIMHistory | If this parameter is set to true, the Queue messages that a customer received, as well as any messages the customer has entered, are displayed to the agent when he or she takes the task. | |
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| ResumeCallOnConference | Specifies the way Contact Expert manage calls on hold when the agent extends a customer call into a 3-way conference with a consultant: True - The customer will be taken out of the automatic held state when the consultant joins the conference. False - The caller will remain on hold after the consultant joins the conference. | |
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| ReuseConference | If this parameter is set to true, Contact Expert reuses Skype for Business (Lync) conferences set up previously. Otherwise a new Skype for Business (Lync) conference is created each time. | |
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| SendAgentUriInIM | If this parameter is set to true, Contact Expert embeds the agent's SIP URI into the IMs sent by the agent during a chat session. | |
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| StatusRefreshPeriod | Contact Expert refreshes campaign endpoint presence information with the time interval (in seconds) set here. | |
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| SupportInboundVideo | This setting has been removed, please refer to AllowAllModalities and AllowCustomertoPresent | |
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| TrimPSTNCallerID | Specifies whether the caller IDs are to be trimmed or not: True - Contact Expert will transform PSTN caller IDs (e.g. "sip:+441234567890@yourdomain.com" to "+441234567890") before it stores the caller number in the database. False - The caller IDs will be stored in the Contact Expert database in their original (untrimmed) format. Contact Expert can call back trimmed PSTN numbers, but not untrimmed ones. | |
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| TrustedLyncDomains | Specifies the Skype for Business (Lync) domains that Contact Expert accepts calls from and transfers calls to. Separate domain names with a semi-colon. | |
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| TrustedOtherDomains | Specifies the non-Skype for Business (Lync) domains that Contact Expert accepts calls from and transfers calls to. Separate domain names with a semi-colon. | |
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| UrgentOperatorCall | Specifies the Skype for Business (Lync) priority of the inbound calls delivered to the agents: True - Contact Expert will mark calls as Urgent each time it dials an agent. The most obvious result of this is that a red exclamation mark appears in the upper left corner of the Skype for Business (Lync) conversation window. False - Agents will get calls with a Normal priority. | |
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