Registry Settings - cisco.com .Registry Setting Default Setting Description Setstheamountoftime,inminutes,thattheOutboundOption

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Registry Settings

This appendix contains information about registry settings for Outbound Option server processes.

Registry settings are located in /Cisco Systems, Inc./ICM//LoggerA(B)/BlendedAgent/CurrentVersion.

Note

Campaign Manager Registry Settings, page 1

Dialer Registry Settings, page 5

Campaign Manager Registry SettingsThe following registry settings modify the behavior of the Campaign Manager:

DescriptionDefault SettingRegistry Setting

Calculates the callback time range for each personal callback inminutes. The Campaign Manager queries the Personal CallbackList for callback records, where the CallbackDateTime databasecolumn value is between the current time and current time minusthe CallbackTimeLimit. For example, if the current time is 3:00PM and the CallbackTimeLimit is 15 minutes, the query toretrieve Personal Callback records is where CallbackDateTime>= 2:45 PM and CallbackDateTime

DescriptionDefault SettingRegistry Setting

Describes how long to wait before sending dialer detail recordsto the Central Controller database when theDialerDetailBufferSize is not reached.

5DialerDetailBufferTimeout

When set to 0, dialer detail records are not sent from campaignmanager. All Dialer Detail records are disabled.

TRUEDialerDetailEnabled

OutboundOption Import sends a heartbeat message to CampaignManager every n milliseconds to indicate that it is still alive.

500 millisecondsEMTHeartBeat (Outbound OptionImport only)

When set to 0, this setting performs standard region_prefixmatching. When set to 1, the GMT time zones are always set tothe local time zone of the ICM Logger.

If there is a prefix match, the GMT time zones for each customerrecord are retrieved from the Region_Prefix table.

Time zones are selected based on the data in theRegion_Prefix database. When contacts are imported,the phone number is assigned a time zone based on theinformation in the region prefix table. Each prefix hassettings for the time zone and daylight savingsobservation. If the prefix of the contact number does notmatch any of the prefixes listed in the region prefix table,then the contact number is assigned the time zone listedin the campaign configuration tool Call Target Tab.

Note

If this registry setting changes, the ICM Logger must berestarted before the new values take affect. Alternatively,restart the Outbound Option Import process by closingits console window.

Note

0, enabledImportAreaCodeProcDisable(Outbound Option Import only)

The number of digits in a phone number must be greater than thisregistry entry to perform a search of the region_prefix table.

If this registry setting changes, the ICM Logger must berestarted before the new values take affect. Alternatively,restart the Outbound Option Import process by closingits console window.

Note

7 digitsImportRegLocalNumberSize(Outbound Option Import only)

Specifies the minimum number of calls that have to be attemptedbefore the hit-rate percentage calculation begins for a campaignquery rule.

30 callsMinimumCallsForHitRate (CampaignManager only)

When set to 1, pending records get priority over retry records forall campaigns.

0PendingOverRetryEnabled

The number of times a customer phone rings before beingclassified as an unanswered call.

Minimum value is 2;maximum value is 10;default is 4 rings

PersonalCallbackNoAnswerRingLimit(Campaign Manager only)

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)2

Registry SettingsCampaign Manager Registry Settings

DescriptionDefault SettingRegistry Setting

String containing the call status types to consider when purgingold personal callback records. For example, if the string containsC,M,F,L,I, all calls with these call statuses are purged from thedatabase.

This registry setting is not added by default; it must beadded manually.

Note

The call status values can optionally be delimited usinga comma, a hyphen, a semi-colon, or a colon.

Note

If the registry entry ismissing, the defaultvalues are C,M

PersonalCallbackCallStatusToPurge(Campaign Manager only)

The number of days after the personal callback has been scheduledto keep the record before it is purged.

Minimum value is 1;maximum value is 30;default is 5 days

PersonalCallbackDaysToPurgeOldRecords(Campaign Manager only)

This registry key determines if the Callback has to be enabled ifthe query rule is disabled.

0PersonalCallbackDisableViaQueryRule(Campaign Manager only)

Sets the maximum number of times a personal callback isattempted (minimum value is 1; maximum value is 20). Whenthe number of maximum attempts reaches 0, the record is nottried again and the status is set to M (max-ed out).

5PersonalCallbackMaxAttemptsDefault(Campaign Manager only)

Not used.1PersonalCallbackMode

The number of personal callback records to send to the OutboundOption Dialer at one time.

Minimum value is 5;maximum value is 100;default is 20

PersonalCallbackRecordsToCache(Campaign Manager only)

Indicates whether personal callbacks are allowed on Saturdays.

0: Personal callbacks are not allowed on Saturdays and willbe scheduled for the next allowable day. For example, apersonal callback which fails to reach the customer on aFriday will be rescheduled for the following Monday.

1: Personal callbacks are allowed on Saturdays.

0PersonalCallbackSaturdayAllowed(Campaign Manager only)

Indicates whether personal callbacks are allowed on Sundays.

0: Personal callbacks are not allowed on Sundays and willbe scheduled for the next allowable day. For example, apersonal callback which fails to reach the customer on aFriday or Saturday will be rescheduled for the followingMonday.

1: Personal callbacks are allowed on Sundays.

0PersonalCallbackSundayAllowed(Campaign Manager only)

The interval time, in minutes, at which the Outbound OptionDialer checks the Campaign Manager for personal callbackrecords.

Minimum value is 1;maximum value is 30;default is 1 minute

PersonalCallbackTimeToCheckForRecords(Campaign Manager only)

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1) 3

Registry SettingsCampaign Manager Registry Settings

DescriptionDefault SettingRegistry Setting

Sets the amount of time, in minutes, that the Outbound OptionDialer waits before retrying a personal callback when thecustomers phone is busy.

Minimum value is 1;maximum value is 10;default is 1 minute

PersonalCallbackTimeToRetryBusy(Campaign Manager only)

Sets the amount of time, in minutes, that the Outbound OptionDialer waits before retrying a personal callbackwhen the customerdoes not answer the phone.

Minimum value is 5;maximum value is 60;default is 20 minutes

PersonalCallbackTimeToRetryNoAnswer(Campaign Manager only)

Sets the amount of time, in minutes, that the Outbound OptionDialer waits before retrying to reserve an agent if the agent is notavailable.

Minimum value is 1;maximum value is 10;default is 1 minute

PersonalCallbackTimeToRetryReservation(Campaign Manager only)

Boolean value. Controls how to handle contacts that wererequested to be called back at a particular time, but wereunreachable at that time for whatever reason.

0: Unreachable records are not rescheduled or purged.

1: Unreachable records will be scheduled for retry at thenext valid time.

1RescheduleCallbacks (CampaignManager only)

Not used.nullSQLServer (Campaign Manager andOutbound Option Import)

Not used.""TCD_DBComputerName_A

Not used.""TCD_DBComputerName_B

Not used.""TCD_DBDatabaseName_A

Not used.""TCD_DBDatabaseName_B

Not used.0TCDCopyPendingEnabled

Not used.0TCDEnabled

Not used.30TCDKeepDays

Specifies the time of day (in 24-hour format: hh:mm) when thereal-time statistics for DialerRealTime and DialerPortRealTimeare reset.

30 minutes aftermidnight (00:30)

TimeToResetDailyStats (CampaignManager only)

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 10.0(1)4

Registry SettingsCampaign Manager Registry Settings

DescriptionDefault SettingRegistry Setting

The interval time, in minutes, at which the Campaign Managerresets the contact records in Unknown status to Pending status(available for re-use).

Contact records are marked Unknown if they are in theActive state when the Campaign Manager is initializedor if the Outbound Option Dialer dialing those (Active)records disconnects from the CampaignManager due tonetwork or Outbound Option Dialer failure.

Note

60 minutesUnknownCallStatusResetTime(Campaign Manager only)

Dialer Registry SettingsThe following registry settings modify the behavior of the Outbound Option Dialer. To specify the exact path,modify the registry path for the dialer to HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM\\Dialer instead ofHKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\\Dialer.

DescriptionDefault SettingRegistry Setting

When enabled (1), dialer automatically answers customer callstransferred to agent phones.

1AnswerTransferUsingAgentPhone

This registry key is not created until the process starts up. Itcontrols whether the Dialer auto-answers the call or not. Therecommendation is to disable this and use the auto-answer inUnified CM if you want zip tone.

1AutoAnswerCall

Amount of silence before n