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Configuration

Configuration

Owned by Maria Carina Soca (Unlicensed)
May 03, 2021
8 min read

Menu for managing the system configuration.

General



Settings, contains the basic system configuration.

In this part you can change basic system configuration.

Be careful to not use incorrect values as this would lead to system instability.

Telephony

Address: Portal address.

Local Address: Portal address IP.

User: Uses root user by default but other user could be defined. (AsteriskUser)

Password: User password Operating System of the PBX (default: password is that you must install the operating system), changing here also changes automatically in the OS, not directly change the operating system because the system will fail. (AsterisUserPass)

Recordings Backup Address: IP of the Recordings Backup server, this can be a storage server or any server that has the old recordings and has access via http, this means that there must be a web server (any), that can access the files of the recordings through their url. Example: http://IPBACKUPRECORDS/GUIDgrabacion.gsm should be able to access the recording. (BackupRecordsIP)

Integra Server Address: IP of PBX server. (AsteriskIP)

External IPP: Apps server IP.

Asterisk SSH Port: Port to connect through SSH. (AsteriskSSHPort)

Stun Server: Stun's server address, allows the NAT clients to configure calls to a VOIP provider located outside from their local network.

Email

Host: It must specify the host (mail server) to be used for sending emails. (EMailSMTPHost)

Port: It must specify the port used for SMTP connection. (EMailSMTPPort)

Auth: Specifies the type of authentication required Mail Service mails. (EMailAuth)

Username: It must specify the user account used by the mail with authentication reasons. (EMailUsername)

Password: It specifies the password in encrypted format in a mail forwarding account for shipping. (EMailPassword)

Alerts Email: Email you want to report in case of system problems. (AlertsEmail)

AMD

Add dispositions to the list by writing it and then press on the  button.
In order to delete a disposition from the list, first select it and then press on the  button.

Auditory

Enable Auditory Log: If logs all system actions.

Log

Log File: If checked, saved the log in a file.

ELK Address: If checked the log can be visualized in Elastic Search, Log Stash and Kibana.

Log Level: System log level (SEVERE, INFO, WARNING).

Agents

License

System

Workflows

Displays streams created with the Designer that are in the system.

Data sources

Data source management menu.

Configuration of data sources for use in the system either from call flows or reports.



DSN Name: Data source name is the one used from reports, and IVRs.

Engine: Database engine data source.

Description: Description of the DSN.

Data Base: Name of the Database.

Username: user to connect to the database.

Password: to connect to the database.

Server: IP where the database is located.

Port: Port where the database listens (automatically suggested according to engine selected).



Three sources of data on the system by default:

  1. Data: Access to the main data base.

  2. Repo: Access to the data on the repository base.

  3. Backup: Usually is the same as Repo unless it is wanted to run queries of the reports and search for recordings on a replicated server.

Tasks

Menu system management tasks.

The tasks module allows automating certain types of tasks that you want to control recurrently in the call center, allowing critical report on the status of these via email or SMS.



Name: Name of the alert to create.

Schedule: Frequency at which the alert is executed. For more details click on the next link: Schedule.

Alert: Being able to be alert type email, SMS or notification for all campaign members

Destination: Email address o cellphone number, depending on the type of alert that defined (SMS o mail).

Enabled: If the alert is ON or OFF.

Type: Alert type to define, having predefined as follows:

  • Automatic Report: Definition of an automated generated report.

  • AbandonRateAlert: Defining an alert to monitor a particular campaign if the level exceeds a certain percentage drop.

  • ACDAvailables: Defining an alert to monitor a campaign in the maximum amount of free agents who might be in it.

  • ACDCallsAlert: Defining an alert to monitor if you get to call up glued to a particular campaign.

  • ACDMidWaitAlert: Defining an alert to monitor in a campaign the maximum average waiting time in the campaign.

  • ACDNoAvaiable: Defining an alert to monitor whether a campaign is idle.

  • MySQLExec: Definition of store procedures or query's scheduled to be executed.

  • ExecScript: Executes a script on the server.

  • ServiceLevelAlert: Defines an alert to monitor ServiceLevel of a Campaign

  • AgentAlert: Defines IdleTime or a Break and a threshold to notify agents if they are above it.



Parameter: Parameter name to take (default is right on the grid parameters are available and loaded by selecting the name of it).

Value: Value of the parameter to control.

Specific parameters for the different types of alerts:

MySQLExec:

  • Database: Indicates the data source to be used to execute the statements

  • Query: Indicates the query that is going to be executed in the defined data source.

Automatic Report:

  • Required fields

    • Report=Name of the.jrxml .

    • Format= Out format , html, doc,pdf,excel.

    • REPORT_LOCALE: es, en, pt.

  • Optional fields

    • INITIAL_DATE: Fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 00:00:00.

    • FINAL_DATE: Fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 23:59:59.

    • QUEUES: Queues in format ‘Cola1’,’Cola2’.

    • AGENTS: Agent with the same format as queues.

AgentAlert:

This will notify the agent or all agents in the campaign if the Threshold is exceeded.

  • Queue: campaign to notify

  • Agent: name of the agent or "all" if you want to notify all of the agents on the campaign

  • Alert:  IdleTime or  Name of the Break to check for 

  • Threshold:  time in seconds for the max time.

  • Message: Message to send to the agent.