Configure

Enable Contact Center functionality

First of all, in TSS Console, browse to:

- Device Management > Turrets > [device] > Boot Settings > Contact Center > Basic Mode, or

- Device Management > Zones > [zone] > Turret Boot Settings > Contact Center > Basic Mode

and set application.global.contactcenter.enable to true to enable Contact Center Management.

Location: Terminal Boot Settings
Contact Center	Enable Contact Center Management truefalse Key: application.global.contactcenter.enable Description: Enable Contact Center Management Constraint: true | false

To allow user to change his state to Ready or Not Ready, Contact Center Access Button must be configured in user profile. To add that button :

- on TSS Console, browse to Account Management > Users > [User] > Screen Layout

- click on Access Buttons Configuration on panel where button must be displayed (left or right)

- click on Enable checkbox, select Contact Center in list of buttons and place it in an empty location of panel ((None)).

Settings coming from Contact Center Server configuration

Those settings values are completed with configuration information on Finesse Contact Center Server:

Location: Terminal Profile Settings
Contact Center	Address of Contact Center Server Key: profile.setting.contactcenter.server Description: Address of Contact Center Server. Address must be IP address and several servers can be defined. E.g.: 192.168.1.1;192.168.2.1;10.10.10.10 If user's state cannot be sent on first server, it's sent on second server. If second server answer with OK response, all other future user's state will be sent on it. If error response is received, user's state is sent on third server. If no server send positive answer, first server is set to send future user's state and error status is displayed on turret. Constraint: server1;server2;server3 Related settings: Timer for retry submitting request (application.contactcenter.retry.timer) Port of Contact Center server for subscription to users' changes (profile.setting.contactcenter.pubsub.port)

Location: Terminal Profile Settings
Contact Center	User Identifier on Contact Center Server Key: profile.setting.contactcenter.user.id Description: User Identifier on Contact Center Server. If no value is defined for this setting, user login is used. Constraint: string

Location: Terminal Profile Settings
Contact Center	User extension on Contact Center Server Key: profile.setting.contactcenter.user.extension Description: User extension on Contact Center Server. If no value is defined for this setting, what is considered as User "primary" line extension is used. Constraint: string

Location: Terminal Profile Settings
Contact Center	Connection number on Contact Center Server Key: profile.setting.contactcenter.connection.number Description: Connection number on Contact Center Server. If no value is defined for this setting, what is considered as User "primary" line extension is used. Constraint: string

Location: Terminal Profile Settings
Contact Center	Connection mode on Contact Center Server CALL BY CALLNAILED CONNECTION Key: profile.setting.contactcenter.connection.mode Description: Connection mode of mobile agent on Contact Center Server. If no value is defined for this setting, "CALL BY CALL" mode is used by default. Constraint: CALL BY CALL | NAILED CONNECTION

Location: Terminal Profile Settings
Contact Center	Authentication User on Contact Center Server Key: profile.setting.contactcenter.credentials.user Description: Credential user specified for authentication on Contact Center Server. If no value is defined for this setting, value of setting "profile.setting.contactcenter.user.id" is used. Constraint: string

Location: Terminal Profile Settings
Contact Center	Authentication Password on Contact Center Server Key: profile.setting.contactcenter.credentials.password Description: Credential password specified for authentication on Contact Center Server. If no value is defined for this setting, empty value is used. Constraint: string

Location: Terminal Profile Settings
Contact Center	Not ready reason code identifier Key: profile.setting.contactcenter.notready.reason Description: Defines reason code identifier when user passes in Not Ready status. Reason code identifier must be consistent with one in database on Contact Center Server. Constraint: Integer from 0 to 65535

Changing state settings

Default behavior when none of following settings are configured is:

- at login, ready status is sent to Contact Center server after login status has been sent;

- at logout, only logout status is sent to Contact Center Server.

Location: Terminal Profile Settings
Contact Center	Ready status at login truefalse Key: profile.setting.contactcenter.defaultready Description: If true, when user logs on turret, it sends ready status to Contact Center server Constraint: true | false

Location: Terminal Profile Settings
Contact Center	Not ready status at logout procedure truefalse Key: profile.setting.contactcenter.notreadylogout Description: When user logs out from turret, it first sends not ready status to Contact Center server before logout status. By default, not ready status is not sent (setting value is false). Constraint: true | false

Communication with Contact Center server

Following settings indicate available options to set for communication with Contact Center server:

Location: Terminal Boot Settings
Contact Center	Ignore SSL certificate CN error truefalse Key: application.contactcenter.ignoreErrorCertCN Description: When using HTTPS (SSL) to communicate with the Contact Center server, this option allows an invalid common name in a certificate; that is, the server name specified by the application does not match the common name in the certificate. Constraint: true|false

Location: Terminal Boot Settings
Contact Center	Contact Center receive timeout Key: application.contactcenter.receivetimeout Description: Defines the maximum timeout value (in milliseconds) for response from Contact Center. If a request takes more than that time, it will fail. Constraint: Numerical value, in milliseconds

Contact Center Events settings

To configure Contact Center events reception, use following settings in Boot Settings:

Location: Terminal Boot Settings
Contact Center	Activate event listener of Contact Center Key: application.contactcenter.event.listener.activate Description: Allow to receive events sent by Contact Center server Constraint: true | false

Location: Terminal Boot Settings
Contact Center	Event listener server of Contact Center Key: application.contactcenter.event.listener.server Description: Define on which server events of Contact Center server must be received Constraint: IP address (e.g.: 192.168.1.1)

Location: Terminal Boot Settings
Contact Center	Event listener port of Contact Center Key: application.contactcenter.event.listener.port Description: Define on which port events of Contact Center server must be received Constraint: Number greater than 0