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4. Configuration

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Zeeshan Ali Khan edited this page Aug 30, 2021 · 19 revisions

Edit the Config.XML file in a Notepad Editor

config

Configure the XML File

<?xml version="1.0" encoding="utf-8"?>
<configuration>
  <general>
    <isMonitorEnabled>true</isMonitorEnabled>    
    <isUcidEnabled>false</isUcidEnabled>
    <UseExtAppToWrite>true</UseExtAppToWrite>
    <path>C:\Program Files (x86)\VirtualQ\Service\</path>
    <wdelay>200</wdelay>
    <params>200</params>
  </general>
  <aesserver>
    <ipaddress>10.1.0.133</ipaddress>
    <unsecureport>4721</unsecureport>
    <username>avaya</username>
    <password>avayapassword</password>
    <switchname>CM</switchname>
    <switchIpInterface>10.1.0.113</switchIpInterface>
    <aesprotocolversion>6.3.3</aesprotocolversion>
    <sessioncleanupdelay>60</sessioncleanupdelay>
    <sessionduration>300</sessionduration>
  </aesserver> 
  <vdns>
    <vdn>
      <normalvdn>9850,9851</normalvdn>
      <highvdn>9889</highvdn>
      <skill>1</skill>
      <splitExten>0000</splitExten>     
      <lineID>3069</lineID>
      <lineGroup>212</lineGroup>
      <IsActiveVar>VE</IsActiveVar>
      <virtualqconfiguration>
                  <callcenterId>1</callcenterId>
		  <apikey>DSH2XzCCAeu44MhT29xj</apikey>
		  <apibaseaddress>https://api.virtualq.io</apibaseaddress>
		  <enabled>true</enabled>
		  <proxyadd>NA</proxyadd>
		  <proxyport>0</proxyport>
		  <proxyuser></proxyuser>
		  <proxypass></proxypass>
                  <agentreasons>Avail,ACD</agentreasons>
                  <idlereasons>Avail</idlereasons>
	  </virtualqconfiguration>  
    </vdn>
  </vdns>
  <CM>
    <ip>10.1.0.113</ip>
    <user>smstest</user>
    <password>smstest01</password>
    <pin></pin>
    <skillDataFetchDelay>60</skillDataFetchDelay>
    <variableUpdateDelay>60</variableUpdateDelay>
  </CM>
</configuration>

General Configuration

Parameter Value Description
isMonitorEnabled true\false - Enable or Disable AES Monitoring to update Queue Events.
- AES Server parameters must be configured for this to work.
- The High VDN Must also be configured to be monitor the events
isUcidEnabled true\false - Enables the UCID Database Insertion
- The UCIDInsert.exe.config must be configured to enable insertion into the Database
- isMonitorEnabled needs to be enabled for this parameter to work
UseExtAppToWrite true\false - This value must be set to true for the application to update the Activation Variable in the CM
- The CM Parameters must be configured to this to work.
- The AES Parameters need to be set if AesFlag is set to true in vars.xml
path %InstallDIr - This parameter must be set to the path where the Service has been installed
- The default value is “C:\Program Files (x86)\VirtualQ\Service”
wdelay 200 - Internal Parameters used if UseExtAppToWrite
- Changing of this parameter is not recommended unless requested by the Admin
params 200 - Internal Parameters used if UseExtAppToWrite
- Changing of this parameter is not recommended unless requested by the Admin

AES Server Configuration

Parameter Value Description
ipaddress x.x.x.x - IP Address of the AES. (Virtual IP Address in case of HA ).
- Set the Value to "NA" if isMonitorEnabled is set to false & AesFlag is set to false in vars.xml
unsecureport 4721 - AES Port (Non Secured).
- Can be Set to blank if ipaddress is set to “NA”
username - Username of the CT User.
- Can be Set to blank if ipaddress is set to “NA”
password - Password of the CT Password.
- Can be Set to blank if ipaddress is set to “NA”
switchname - CM Switch Name configured in AES.
- Can be Set to blank if ipaddress is set to “NA”
switchIpInterface x.x.x.x - IP Interface of the Switch.
- Can be Set to blank if ipaddress is set to “NA”
aesprotocolversion 6.3.3 - Version of the AES.
- Can be Set to blank if ipaddress is set to “NA”
sessioncleanupdelay - Clean Up delay must be set to 180.
- Can be Set to 0 if ipaddress is set to “NA”
sessionduration - Session Duration must be set to 60.
- Can be Set to 0 if ipaddress is set to “NA”

AES Configuration Setup tells how above AES configurations can be acquired.

VDN Configuration

Parameter Value Description
normalvdn 0000 - Normal VDN required for Monitoring if IsUcidEnabled is set to true
- Multiple VDNs can be given separated by comma
highvdn High VDN required for monitoring of the call to update VirtualQ when the agent picks up the call
skill - Skill of the queue for which the stats need to be collected
- This value is required and needs the CM Parameters to be configured
splitExten 0000 Not Required anymore
lineID VirtualQ LineID that corresponds to the skill
lineGroup VirtualQ LineGroup that corresponds to the skill
IsActiveVar - Variable to Set the ISActive on the CM against the skill.
- Write permissions are required on CM for this option to work

CM Configuration

Parameter Value Description
ip x.x.x.x IP Address of the CM
user - CM Username with right to run monitor bcms, status and list commands.
-Write permissions will be required
password CM Password
pin Leave Blank if not required
skillDataFetchDelay 30 Interval in seconds after which the CM stats are retrieved
variableUpdateDelay 30 Interval in seconds after which the CM variable are updated

CM Configuration Setup tells how above CM configurations can be acquired.

virtualQ Configuration

Parameter Value Description
apikey Key provided by VirtualQ Dashboard Interface
apibaseaddress https://api.virtualq.io
enabled true\false Needs to be set to true
proxyadd NA - Give the proxy Value if proxy is required
- NA if not required
proxyport 0 Proxy Port- 0 if not required
proxyuser Proxy Port
proxypass Proxy Password
callcenterId callcenterId on virtualQ dashborad. See: How to find Call Center ID?
agentreasons List of Agent Status Fields to be used to count Agents on Duty, meaning all logged in Agents that are not in a break or schooling.
-Multiple reasons can be provided separated by comma
-The agents who are logged in will be distributed among the Avail, ACD, Aux, After Call Work (ACW) fields. Note: Staffed status should not be used with any other status. It should only be used alone. if Staffed status is used in this tag then all agents will be counted no matter what their status is.
idlereasons List of Agent Status Fields to be used to count Free Agents, Agents that are currently waiting for calls.
-Multiple reasons can be provided separated by comma
-The agents who are logged in will be distributed among the Avail, ACD, Aux, After Call Work (ACW) fields.

Note: agent states are case sensitive so 'Aux' and 'AUX' are seen as different states. so be careful when adding agent states.

Must see below pages for Avaya side setup:
AES Configuration Setup
CM Configuration Setup

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