ApplicationName

This is the application ID from the Lync Trusted Application record for the Portal that Clarity Connect uses to initiate and communicate with the Skype for Business server. Do not include the urn:application: portion for the application ID. Example: ClarityConnect

AttendantSipUri

This is the SIP URI assigned to the Trusted Application Endpoint record provisioned for the Clarity Connect portal. Note this SIP URI must be provided in order for the portal to properly initiate. Must have conferencing enabled, as well as appropriate voice, dial plan, and federation settings as necessary. Example: sip:ClarityConnect.Attendant@domain.com

WcfServicesControlPort

This is the port the Portal service uses to receive web service messages. Should not be necessary to change this unless either port restrictions make the current port not viable or multiple portals are hosted on the same server. Example: 57794

ImpersonatedContactDomain

This is the SIP domain that should be used for Connect-generated endpoints. Should generally be the same SIP domain as is on the AttendantSipUri. Example: domain.com

MailServerSip

This is the pipe-delimited list of identifiers for Exchange UM voicemail servers, to identify if the connection to the Agent went to voicemail. It is generally easiest to simply list the Exchange UM server prefixes (like clarityexch02), as the Exchange UM SIP address that answers voicemails just needs to contain a value in this setting. If agent calls from queue are being answered by voicemail, check the Connect Portal log to see the SIP address that answered the call, as it is likely missing here. Example: clarityexch01|clarityexch02|sip:mail1.domain.com

TimeZoneName

This is the name of the Windows time zone used by default in the contact center application (ie, Dashboard metrics will reset at midnight in this time zone). Note: daylight saving time will be accounted for automatically; you do not need to change the time zone name here when daylight saving time begins or ends. Example: Central Standard Time

PercentOfCallsRecorded

This is the percentage of calls across the entire system that should be recorded by default. This can be overridden at the Queue or Agent level. 0 through 100 are acceptable values. Example: 100

SLASeconds

This is the maximum duration of time in which an agent must respond to a customer call for the call to meet the defined Service Level Agreement. Example: 30

IvrRecordingRule

This setting determines whether the IVR should be recorded. Generally most useful immediately after making changes to the IVR. Example: true

RecordingBasePath

This is the absolute path to the location where call recording audio files will be stored. It should end in a backslash. This can be a UNC path or a local path (only if a single-server deployment). Example: \\clarityfile1\clarityconnect\DemoPortal\CallRecordings\

VoicePromptShare

This is the absolute path to the location where Voice Prompts used by the system will be stored. It should end in a backslash. This can be a UNC path or a local path (only if a single-server deployment). Example: \\clarityfile1\clarityconnect\DemoPortal\VoicePrompts

RecordSessionQoS

If true, the portal service will record quality of service information on calls to the runtime database for debugging purposes. Example: false

ClearCompletedPortalActiveCallsSeconds

This is how frequently the portal should clear completed calls from the ActiveCall list in seconds. Should not need to be modified. Example: 300

SupervisorSilentJoinMessage

This is the message sent to supervisor who has just joined a Session in silent mode. Example: You are now connected to the conversation as a silent join. Any messages you send will be ignored

SupervisorWhisperJoinMessage

The message sent to supervisor who has just joined a session in whisper mode. Example: You are now connected to the conversation as a whisper join. Any messages yo;u send will be delivered to ONLY the Agent.

DrainTimeInSeconds

This is the number of seconds allowed for all active sessions to complete after a Portal Windows service shutdown has been requested before sessions will be forcefully abandoned. Example: 60

TransferToContactAsBlindTransfer

If true, Transfer to Contact will be performed as a blind transfer. This will immediately release the agent to take other calls, but will make the call un-recoverable if the transfer fails (i.e., a bad phone number or invalid SIP) and the caller phone call will be terminated. If false, the transfer is completed as an attended transfer and the Agent will be kept on the phone until the transfer target answers the call so that the call can be recovered to the Agent if the transfer fails. Example: False

PortalAgentFinderPort

This is the port that is used for the Portal Agent Finder callback WCF service to receive messages. Should not be necessary to change this unless (1) port restrictions make the current port not viable or (2) multiple portals are hosted on the same server. Example: 10368

IsPortalForceClosed

This is a Boolean flag that is normally set to false, but is set to true if a user forces the portal closed by clicking on the Force Close button in the Calendars section of the Admin web site. The value is set back to false once the user clicks on the Resume Normal Business Hours button in the Calendars section of the Admin web site. Example: false

TransferToVmIfNoAgentsOnline

This is a Boolean flag that indicates if a call should be transfered to Voice Mail if there are no Agents Online for a particular Queue. If the flag is set to true, the location of the VoiceMail that call will be transfered to is held in ForwardingUri value for the queue Example: false

DS_RolloverTime

This setting is the time of day (in 24-hour time) that signifies the start of "today" and is used alongside the configured time zone when calculating the value of "today."

AutoRunSurveyCallFlow

This setting makes all sessions redirect to the configured post-call survey regardless of whether or not the caller requests it via DTMF or IVR.

DtmfToneSurvey

This is the tone that customer will press while waiting in queue to agree to be routed to the survey call flow at the end of the call.

EnableAfterCallSurveyForwarding

This configuration enables the ability for callers to be redirected to a call flow when the Agent ends the session, instead of simply hanging up. This is generally used for surveys.

SurveyCallFlowId

This is the ID of the call flow that the user will be sent to once the Agent hangs up the session, if they have agreed to take a survey at the end of the call.

IM_SLASeconds

Maximum duration of time in which an Agent must respond to a customer IM offer for the Agent to meet the defined Service Level Agreement.

MaxManualAfterCallTime

This configuration determines the maximum amount of time an Agent should be allowed to stay in Manual AfterCall Time (in minutes). A setting of 0 means indefinite Manual AfterCall Time is permitted.

M_EmailFromAddress

This is the e-mail address that email KPI Alerts will come from. Example: alerts@domain.com

M_EmailSubject

This is the subject line of a KPI Alert e-mail. Example: This is a KPI Alert from Clarity Connect

M_IsSecondaryMetricsService

Determines if “this” instance of the Metrics is geographically remote from the DB server, and should only take over as Active if all other instances are unavailable. Should generally be set to false in the database, and overridden in the local *.config file for remote Metrics instances (or vice versa if there are more remote servers than local, for ease of configuration). Example: false

M_ImDisplayName

The Display Name shown in the IM to an Agent when they receive a KPI Alert. Example: KPI Alert

M_ImFromUri

The SIP address that an IM KPI Alert is sent from. The domain generally must match that of the Trusted Application Endpoint for the Metrics Lync Application. Example: sip:ConnectKpiAlert@domain.com

M_SendKpiAlertsToSuspendedAgents

This is a Boolean flag that controls if KPI Alerts can be sent to suspended Agents. If true, Alerts will be sent to an Agent regardless of their suspension status. If false, the Alert will not be sent to that Agent. Example: true

M_SmtpServer

This is the SMTP Server that will be used to send out KPI Alert E-mails. Example: exchange.domain.com

M_UpdateAlertsEveryNSeconds

How frequently we update the list of Alerts from the database. Example: 300

M_IncludeIncompleteDOD

This value determines whether incomplete Direct Outbound Calls should be included in the Total AVs column in the Dashboard and Your # Handled in Agent Console. Example: true

M_ActiveMetricServiceFQDN

Server name on which the Active Metric service is running. Automatically set when a Metrics service starts up in Active mode, should not be necessary to change.

M_AllowedMetricsServiceStartupSeconds

The number of seconds that are allowed for a newly active Metrics Service to successfully start up before a different passive Metrics Service assumes that the startup failed and attempts to take over as active. This may need to be increased for larger Agent.

M_MetricEventSelectBatchSize

This is the maximum number of records we will retrieve from SQL when processing Metric Events. Must be >= 1.

M_MetricsPort

Port used by the Metrics service to send and receive web service messages. Should not be necessary to change this unless (1) port restrictions make the current port not viable or (2) multiple Connect Instances are hosted on the same server.

M_PassiveMetricsServicePollIntervalSeconds

How frequently the Passive Metrics service(s) check the status of the Active Metrics service, in case it is no longer responding and the currently Passive service needs to attempt to take over as Active (in seconds).

M_PushFactsEveryNMinutes

How frequently we push staged Facts metrics to the Data Warehouse. Does not need to change unless you require historical reports to show data closer to realtime. Should not be configured under 10.

ActiveAgentFinderFQDN

This is the full FQDN of the server running the currently active Agent Finder. This configuration value should not be changed manually; it will automatically be updated if another Agent Finder service assumes control. Example: connect.domain.com

AgentFinderWcfTimeout

The number of seconds that the AgentFinder will wait while attempting to connect to the Portal. After this allotted time, it will time out and give up. Example: 30

AF_AgentFinderApplicationName

The application ID from the Lync Trusted Application record for the AgentFinder Service that Clarity Connect will use to subscribe to Agent presence and send notifications. Do not include the urn:application: portion of the application ID. Example: ClarityConnect.AgentFinder

AF_AgentFinderAttendantSipURI

The Lync Trusted Application Endpoint SIP address for the Agent Finder trusted application. May require appropriate federation settings if necessary. Example: sip:ClarityConnect.AgentFinder@domain.com

AF_AgentFinderPort

Port used by the Agent Finder service to receive web service messages. Should not be necessary to change this unless (1) port restrictions make the current port not viable or (2) multiple portals are hosted on the same server. Example: 57794

AF_AllowedAgentFinderStartupSeconds

The number of seconds that are allowed for a newly active Agent Finder to successfully start up before a different passive Agent Finder assumes that the startup failed and attempts to take over as active. This may need to be increased if there are a significant number of Agents in the system (more than 100). Example: 5

AF_FailedAgentFinderPollsBeforeGoingActive

This is the number of times that a passive Agent Finder will check for an active Agent Finder before offering to become the new active Agent Finder. As described on the first page, can be overridden to a higher value in the AgentFinder *.config files of servers located remotely from the database. Example: 5

AF_PassiveAgentFinderPollIntervalSeconds

This is how many seconds a passive Agent Finder service will send a request to check for active Agent Finder services. If one of these fails, the countdown to offer to become an active Agent Finder will begin. Example: 5

AF_UseAvailableForAcdStatus

If true, Clarity Connect will not route calls to Agents who are in the Available presence state in Lync. Instead, it will look for a special, custom presence state and only route calls to Agents in that presence state. Example: false

AF_CustomAvailableForAcdStatusName

If UseAvailableForAcdStatus is true, this is the name of the custom presence state that the portal will look for. Example: AvailableForAcdCall

AF_BandwidthUtilizationDefaultIM

The default percentage applied to Agents for IM bandwidth utilization - that is, the percent of an Agents total utilization that one IM call will occupy. Example: 50

AF_BandwidthUtilizationDefaultAV

The default percentage applied to Agents for AV bandwidth utilization - that is, the percent of an Agents total utilization that one audio call will occupy. Example: 100

AF_BandwidthUtilizationDefaultM

The default percentage applied to agents for Message bandwidth utilization - that is, the percent of their total utilization that one active Message Session call will occupy. Example: 10

AF_DelaySecondsBeforeOfferingNonPrimaryAgents

The amount of time that the AgentFinder will wait after an Agent request is submitted before beginning to look at Agents beyond the 1st (Primary) level of skills. Designed to allow time for a Primary Agent to become available, in the hopes that the Session can go to a more skilled Agent, even if it takes longer for the request to be answered. Example: 0

AF_RequiredAgentTimeoutInSeconds

This is the number of seconds that the system will wait for a Required Agent to become available, at which time we will then release the session to any eligible agent in the Queue. Set to 0 to wait indefinitely.

IsVoiceEnabled

If true, the Portal will accept and handle audio calls. Example: true

IsIMEnabled

If true, the Portal will accept and handle instant message calls. Example: false

IsImAvEscalationEnabled

Controls whether or not IM-only Sessions are allowed to be escalated to include voice by the Agent or Customer adding an AV call to the IM conversation. If true, IsVoiceEnabled must also be true. Example: true

IsMessageEnabled

If true, the MessageRouter will accept and handle Message sessions.

HoldMessagePaths

A semicolon-delimited list of the messages to be played during queue hold. Messages can be either a prompt name prefixed by “prompt:” or text to be read via text-to-speech prefixed by “synth:”. For synth messages, the keywords “{n}” and “{t}” can be used to indicate the number of calls ahead and estimated wait time respectively, eg “synth:There are {n} calls ahead of you, which should take {t} seconds.” Estimated wait time is likely to be accurate only in queues with significant call volume. Example: prompt:holdMessage1;synth:there are {n} people in line ahead of you;prompt:holdMessage2

HoldMessageIntervals

A semicolon-delimited list of the delay time between messages during queue hold. The first interval occurs between when the call is first queued and when the first hold message plays. Subsequent delays will be incurred before the associated Message. Example: 30;60;60

HoldMessagesRepeatStyle

Determines how hold messages are repeated once the caller has heard all messages in the list. Must be RepeatAll, LastOnly or in the format of RepeatFromMessage:# with # being the 1-based index of the hold message to loop back to.

Example: LastOnly

Example: RepeatFromMessage:2

Example: RepeatAll

ForwardingUriDtmfTone

Determines the DTMF (phone keypad) tone that callers may enter while in Queue hold to be forwarded to another the configured forwarding URI. If the Queue does not have a forwarding URI, nothing will happen. Example: 1

ForwardingUriDelayInSeconds

If set to a value, calls waiting in Queue will be sent to that Queue forwarding URI after this delay expires. If the Queue does not have a forwarding URI, nothing will happen. Example: 1500

PromptBeforeForwardingAfterDelay

Voice Prompt that is played to a caller before a call that has been waiting on hold for the time configured in ForwardingUriDelayInSeconds is forwarded to the configured Forwarding Uri for the Queue in which the caller is waiting. Example: MessageBeforeForwarding

IsCallbackAllowedFromHold

If true, callers will be allowed to request a callback when in Queue hold by entering the DTMF tone defined in DtmfToneForCallback. Example: false

DtmfToneForCallback

Determines the DTMF (phone keypad) tone that callers must enter when in Queue hold in order to request a callback. Only applies if callback is enabled. Example: #

PresenceAwareCallbacks

If true, callbacks will only be performed to non-PSTN callers if they are in an available presence state in Lync. Example: false

HoldMessageOneOrFewerCallsAhead

Voice Prompt or Synth Text played when the user is in queue hold and next in line to be connected to an Agent.

HoldMessageOneOrFewerCallsAheadInterval

The interval between plays of the next in line message.

HoldMusicPrompt

This configuration is the name of the Voice Prompt that will be used for Hold Music, unless otherwise overwritten.

TTSPitch

This is the pitch of the selected voice, in Hz.

TTSRate

Sets the speaking rate of the configured text-to-speech voice. This number can be anything between -10 and 10, increasing in speed as the number grows larger.

TTSVoice

This configuration dictates the default voice to use for text-to-speech processing for hold messages and node types, unless otherwise overwritten.

ImHoldStartedMessage

Message sent to the Customer when any type of hold (Queue or Agent-initiated) is started Example: You are now on hold

ImHoldStoppedMessage

Message sent to Customer when any type of hold (Queue or Agent-initiated) is ended Example: You are no longer on hold

ImQueueHoldMessages

A semicolon-delimited list of the messages to be sent duringIM-only queue hold. The keywords “{n}” and “{t}” can be used to indicate the number of calls ahead and estimated wait time respectively, eg “There are {n} calls ahead of you, which should take {t} seconds.” Estimated wait time is likely to be accurate only in queues with significant call volume. Example: Please continue to hold. You are next;Keep holding

ImQueueHoldMessagesIntervalsSeconds

A semicolon-delimited list of the delay time between messages during queue hold. The first interval occurs between when the call is first queued and when the first hold message is sent. Subsequent delays will be incurred before the associated Message. Example: 15;30

ImHoldMessagesRepeatStyle

Determines how IM hold messages are repeated once the user has seen all messages in the list. Must be RepeatAll or LastOnly. Example: RepeatAll or LastOnly

ImHoldMessageOneOrFewerCallsAhead

Message sent when the user is in queue hold and next in line to be connected to an Agent. Example: Please continue to hold. You are next

ImPromptToSendOnCustomerConnected

The message sent to the Customer when an Agent is successfully connected. Appears to the Customer to come from the Agent. If empty, no message is sent. Example: Welcome to Clarity Connect web chat, how can I help you?

ImAfterHoursMessage

IM that is sent to users that request a chat during non-business hours. Example: We are currently closed. Please try again later.

MaxCustomerImCallbackAnswerSeconds

Number of seconds allowed for a customer to answer and accept an IM callback. Example: 20

ImAgentHoldMessage

The message sent to the customer periodically during Agent-initated hold. Example: You are still on hold, thank you for your patience.

ImAgentHoldMessageIntervalSeconds

The interval that the ImAgentHoldMessage will be sent to the customer during Agent-initiated hold. Example: 60

ConnectAvCustomerImChannel

Controls whether or not the IM channel is connected to the customer on AV Sessions where the customer is connected via an IM-enabled endpoint.

ConnectedMessageToCustomerPrefix

The prefix for the message sent to customers when they are connected to an Agent (if the Customer IM channel is connected). The Agent name is added to the end.

DeliverCustomerToastMessageToAgent

Toggles if the toast message from the customer is delivered to the Agent when the Agent joins the conference.

DisconnectedMessageToCustomer

The message sent to customers when the Agent disconnects from the Session (if the Customer IM channel is connected).

ImCallbackTriggerPhrases

These are the phrases that are recognized by Connect that will initiate the IM Callback logic. This list should be comma separated if more than one option is configured.

IsImCallbackAllowedFromHold

If true, customers in an IM-only session will be allowed to request an ‘callback’ when in Queue hold by entering one of the recognized IM Callback Trigger phrases defined in ImCallbackTriggerPhrases.

IsAfterHoursForwardingFromQueueEnabled

If true, calls waiting in queue hold when the Queue closes (after working hours) will be forwarded to the configured Forwarding URI. Example : true

PromptBeforeAfterHoursForwardingFromQueue

Voice Prompt played to callers before being transfered from queue hold if they are in Queue when the Queue closes and IsAfterHoursForwardingFromQueueEnabled is enabled Example : You are next in line.

CloseTimeBufferMinutes

Number of minutes before the Queue closes that the hold message configuration changes from regular to the CloseTime hold message configuration. 0 if disabled. Example: 10

CloseTimeHoldMessagePaths

The configuration for HoldMessagePaths will be overridden to the value of this setting if CloseTimeBufferMinutes is enabled. Example: synth:close to after hours;synth:you will be forwarded

CloseTimeHoldMessageIntervals

The configuration for HoldMessageIntervals will be overridden to the value of this setting if CloseTimeBufferMinutes is enabled. Example: 5;5

CloseTimeHoldMessagesRepeatStyle

The configuration for HoldMessageRepeatStyle will be overridden to the value of this setting if CloseTimeBufferMinutes is enabled. Possible values are: LastOnly, RepeatAll and RepeatFrom:X Example: RepeatAll

ImCloseTimeBufferMinutes

Number of minutes before the portal closes that the hold message configuration changes from regular to the CloseTime hold message configuration. 0 if disabled. Example: 10

ImCloseTimeHoldMessages

The configuration for ImQueueHoldMessages will be overridden to the value of this setting if ImCloseTimeBufferMinutes is enabled. Example: The portal is near close time;The portal is about to close

ImCloseTimeHoldMessageIntervals

The configuration for ImQueueHoldMessageIntervals will be overridden to the value of this setting if ImCloseTimeBufferMinutes is enabled Example: 5;5

ImCloseTimeHoldMessagesRepeatStyle

The configuration for ImHoldMessagesRepeatStyle will be overridden to the value of this setting if ImCloseTimeBufferMinutes is enabled. Possible values are: LastOnly, RepeatAll Example: RepeatAll

The number of seconds, if any, that Agents are automatically given to perform wrap-up tasks after each call. Example: 20

IsManualAfterCallEnabled

Indicates if an Agent can enable indefinite after call time by going to a busy Lync presence during automatic AfterCall. Example: true

AgentRonaTimeoutInSeconds

The number of seconds an Agent has to answer a Queued call before it is returned to Queue and the Agent incurs a Ring On No Answer (RONA). For reference, a single ring lasts about 5 seconds. Example: 20

MaxAgentIMAnswerSeconds

The number of seconds an Agent has to answer an Queued IM call before it is returned to Queue and the Agent incurs a Ring On No Answer. This should not be configured to be longer than the default accept time for the Agent Lync client. Example: 20

AgentRonaMessage

Message that will be sent to an Agent who incurs a Ring On No Answer by not answering an IM or voice call from Queue. Example: You have missed a call. Please toggle your availability to “Busy” and back to “Available” when you are ready to receive calls.

IgnorePresenceForTransfer

If true, the Agent Console will allow Agents to transfer calls to other Agents regardless of the recipient presence. Example: true

EnableRelentlessQueueConsult

If set to true, Queue Consult Agent finding will mark declined consultations as RONAs and continue looking for an Agent until it finds one. If not, will only identify one Agent from the Queue, and if they decline it will return the call to the original Agent and not mark the consulted Agent as RONA. Example: true

HandleConsultDeclineAsRONA

If set to true, consults and invites that are not answered by the requested Agent will count as a RONA against that Agent. Example: true

ProxyDODForHighLatency

If the path between the Portal and Lync Front-End server has high latency, setting this to true will cause Direct Outbound Dial calls to follow a connection process that connects the Agent into the call before the customer has answered the call to reduce the connection delay. It will appear to the Agent that the call has been answered before the Customer picks up, but reduces latency for the customer. Example: true

RingbackVoicePrompt

The name of the voice prompt to use for the ringback tone for all direct inbound calls, as well as direct outbound calls if proxied for high latency. Example: Ringing

DtmfProxyVolumeLevel

Volume level at which proxied DTMF tones for direct calls will be sent. As of January 2013, a bug in UCMA requires that this setting be 0 for tones to be sent at maximum volume. Example: 0

MsplWhiteList

Pipe-delineated list of partial SIP addresses or telephone numbers that should never be proxied via the Agent call Rerouter application, if installed. If the Rerouter is installed, this should include all Lync conference dialin numbers, exchange UM servers FQDNs, Connect application server FQDNs, Connect trusted application endpoint numbers and SIP addresses, the intial settings, and any other items that the implementation team suggests. Example: sip:clarityconnect|sip:AppSrv1.domain.com|sip:CallStatus@|sip:connect@|sip:attendant@|sip:endpoint2@|exum1.domain.com|exum1.domain.com|3128633100

CampaignTransferSip

This setting has been deprecated and will have no effect. Example: sip:campaignsip@server.com

MSG_MessageRouterPort

Port used by the Email Router service to receive web service messages. Should not be necessary to change this unless (1) port restrictions make the current port not viable or (2) multiple Email Routers are hosted on the same server. Example: 10370

MSG__PassiveMessageRouterPollIntervalSeconds

This is how many seconds a passive Email Router service will send a request to check for active Email Router services. If one of these fails, the countdown to offer to become an active Email Router will begin. Example: 5

MSG_AllowedMessageRouterStartupSeconds

The number of seconds that are allowed for a newly active Email Router to successfully start up before a different passive Email Router assumes that the startup failed and attempts to take over as active. Example: 30

MSG_ActiveMessageRouterFQDN

This is the full FQDN of the server running the currently active Email Router. This configuration value should not be changed manually; it will automatically be updated if another Email Router service assumes control.

MSG_MailboxAddress

The email account(s) to be monitored and used by the Connect Email Router. This can be comma-separated values of all email addresses that the service account has access to, but the first entry in the list MUST be the Service account’s email address (ie ServiceAccountLogin@domain.com). The Service account must have full access and send-as permissions to the other mailboxes in the list. Example: connect@domain.com,support@domain.com

MSG_MailboxPassword

This parameter is only to be used as a workaround, if you cannot allow Windows authentication between the MessageRouter service and the Exchange infrastructure. It is inherently insecure, and should be used only if absolutely necessary. The setting is the password to the service account. If the Windows domain account that the MessageRouter is running as does not own the first email address in MSG_MailboxAddress (or cannot authenticate with Exchange using Windows Auth), this will need to be populated with the password to account for the first address listed (which then must have access to each of the following mailboxes). This field does not appear on the website for security reasons – it must be set directly in the database. Example: my_super_secret_password

MSG_ExchangeUrl

The Exchange EWS URL – required only if the Message Router service is running from a location where autodiscovery will not work. Example: https://exchange.domain.com/EWS/Exchange.asmx

MSG_WaitingToAutoCloseHours

The number of business hours after a Session is responsed to with a message requesting further information that it will be automatically closed. Can be a decimal number (i.e. 62.5). Example: 40

MSG_CompletedToAutoCloseHours

The number of business hours after a Session is responsed to with a message indicating that the interaction is complete that it will be automatically closed. Can be a decimal number (i.e. 21.5). Example: 16

MSG_SlaHours

'Maximum duration of time in which an Agent must respond to a customer message for their first interaction with a Session in order to meet the defined Service Level Agreement. Can be a decimal number (ie 8.5). Example: 8

MSG_RonaTimeoutHours

Maximum duration of time in which an Agent must respond to an offer to handle a customer message before the offer is considered to be ignored and the Session is offered to the next available Agent. Can be a decimal number (ie 8.5). Example: 0.25

MSG_O365_ClientId

This is the Client ID from ADFS/Azure AD for the Office 365 Exchange Application. Used for authenticating to Exchange via OAuth. Example: 7K1G5246K

MSG_O365_ClientKey

This is the Client Key from ADFS/Azure AD for the Office 365 Exchange Application. Used for authenticating to Exchange via OAuth. Example: k6aRnUZcxg=

MSG_O365_InstanceUrl

This is the URL for the Office 365 Exchange instance. By default, this is https://outlook.office365.com. Example: https://outlook.office365.com

MSG_O365_AuthorizeUrl

This is the authentication URL that is used when initializing the login for the service. Example: https://login.microsoftonline.com/<GUID>/oauth2/authorize?api-version=1.0

MSG_O365_TokenUrl

This is the authentication URL that is used when retrieving tokens for the service. Example: https://login.microsoftonline.com/<GUID>/oauth2/token?api-version=1.0

MSG_O365_RedirectUri

This is the Application ID URI configured from ADFS/Azure AD for the Office 365 Exchange Application. Used for authenticating to Exchange via OAuth. Example: http://O365APP/

MSG_O365_AccessToken

This is the token that will be used to actually authenticate into the service and perform requests. Example: ARQAQA25T1Nw15Ps_mn_3mBVkTiI5BSoOkrf

MSG_O365_AccessTokenExpiry

This is the expiration of the existing access token. Example: May 6th 2015 15:10:00 +00:00

MSG_O365_RefreshToken

This is the token that will be used to retrieve a new access token - good for up to 90 days. Example: !GKHJUjjgl56GK5W15

MSG_O365_RefreshTokenExpiry

This is the expiration of the refresh token, in which the user must reauthenticate on the website again. Example: Aug 6th 2015 15:10:00 +00:00

MSG_O365_ADALCache

This is the Base 64 string for the ADAL Token Cache.

MSG_O365_AuthCacheExpireTime

This is the time in which the ADAL Token Cache (specifically, Refresh Token) will expire for the Message Router, requiring re-authenticating via the Connect Admin Website.

MSG_O365_TokenHasExpiredMsg

This is the message sent via e-mail when the Message Router O365 Refresh Token has expired.

MSG_O365_TokenNotificationEmailSubject

This is the subject of the e-mail sent for the Message Router O365 Refresh Token expiration. If this message is modified, you can add {0} to the message (which signifies the status of the Token; e.g. Expired or Expiring Soon) and {1} to the message (which signifies the Connect Instance Name this message refers to).

MSG_O365_TokenWillExpireMsg

This is the message sent via e-mail when the Message Router O365 Refresh Token has not expired yet but will expire in less than 30 days. If this message is modified, you can add {0} to the message (which signifies the specific date) and {1} to the message (which signifies the number of days left).

DisableReportSchedulerLink

This config disables access to the Report Scheduler.

WS_AgentConsoleXapLocation

This is the location of Agent Console Silverlight Xap that contains the AgentConsole and its associated files. This should generally not need to be changed. Example: ClientBin/Clarity.Connect.Core.AgentConsole.Silverlight.xap

WS_DashboardXapLocation

This is the location of Dashboard Silverlight Xap that contains the Dashboard and its associated files. This should generally not need to be changed. Example: ClientBin/Clarity.Connect.Core.Dashboard.Silverlight.xap

WS_ItemsPerPage

This is the default number of items shown per page on web pages that contain a paginated list of items, such as Agent Profiles, Teams, Queues, etc. Example: 20

WS_MaxSearchResults

Maximum number of sessions that will be returned from a single query in the Session Search portion of the website. Note that this does not affect the number of results per page, only the total. Values over 1000 are not supported. Example: 500

WS_PromptPath

This is the URL to the IIS Virtual Directory that maps to all of the Voice Prompts stored in the location specified in VoicePromptShare. Example: https://connect.domain.com/VoicePrompts

WS_RecordingPath

This is the URL to the IIS Virtual Directory that maps to all of the Recordings stored in the location specified in RecordingBasePath Example: https://connect.domain.com/Recordings

WS_ReportServerUrl

This is the URL for the SQL Server Reporting Services (SSRS) Report Server. This configuration value allows the Reports to load correctly. Example: https://sqlserver.domain.com/Reportserver

WS_SupervisorAssignedAwayReasonCode

This is the presence that will be given to an Agent if a supervisor uses the Agent Rescue page to mark the Agent as Away. It may be mapped to a Reason Code, to differentiate between an Agent assigning themselves away and a supervisor assigning it. Example: Supervisor Assigned

WS_VisualDesignerFontName

Font used in the QuickIVR editor. Example: Ariel

WS_VisualDesignerFontSize

Font size used in the QuickIVR editor. Example: 10

WS_WindowsAuth

This is a Boolean for if the website is configured to use Windows Authetnication. If true, the website login uses Windows Authentication. If false, another authentication method will be used. There is also a change needed in the website *.config file on the application server to indicate to IIS the authentication type being used. Example: true

WS_WindowsAuthCookieTTLMinutes

This is the length of time that a Windows Authentication cookie will be valid for. Example: 1440

WS_Report_AgentCallReport

This config stores the settings required for the Agent Call Report.

WS_Report_AgentDataReport

This config stores the settings required for the Agent Data Report.

WS_Report_AgentDispositionRecordingReport

This config stores the settings required for the Agent Disposition Recording Report.

WS_Report_AgentHistoryLookup

This config contains all of the settings for the Agent History Lookup web report.

WS_Report_AgentHoursReport

This config stores the settings required for the Agent Hours Report.

WS_Report_AgentStateDetailReport

This config stores the settings required for the Agent State Detail Report.

WS_Report_AgentStatusReport

This config stores the settings required for the Agent Status Report.

WS_Report_AwayReasonCodeReport

This config stores the settings required for the Away Reason Code Report.

WS_Report_CallDetailReport

This config stores the settings required for the Call Detail Report.

WS_Report_IncomingUriCallFlowReport

This config stores the settings required for the Incoming URI Call Flow Report.

WS_Report_IntervalReport

This config stores the settings required for the Interval Report.

WS_Report_IntervalSessionReport

This config stores the settings required for the Interval Session Report.

WS_Report_IvrHeatMap

This config stores the settings required for the IVR Heat Map web report.

WS_Report_NodeReport

This config stores the settings required for the Node Report.

WS_Report_OfferedCallReport

This config stores the settings required for the Offered Call Report.

WS_Report_QueueLevelReport

This config stores the settings required for the Queue Level Report.

WS_Report_QueueSessionReport

This config stores the settings required for the Queue Session Report.

WS_Report_SessionDataReport

This config stores the settings required for the Session Data Report.

DS_DashboardDataRefreshInterval

This is the frequency with which the data in the service that provides information to the Silverlight Dashboard application is refreshed, in seconds. Example: 5

DS_HiddenQueuesRefreshInterval

How frequently the list of Queues that have been hidden by Agents is refreshed, in seconds. Example: 30

DS_ShowDirectCallDashboardTile

This is a boolean value for if the Direct Call dashboard tile (which includes information about currently Active proxied direct calls) should be visible. If true, this tile is shown in the Dashboard. If false, it will be hidden. Example: false

DS_IncludeDirectCallsInRollup

This is a boolean value for if proxied direct calls should be included in the Rollup tile call metrics. If true, proxied direct calls will be include in the Rollup tile. If false, this will not occur. Example: false

DS_IncludeHiddenQueuesInRollup

This is a Boolean value for if currently hidden Queues should be included in the rollup tile. If true, hidden Queues will still be included when calculating the values in the rollup tile. If false, these Queues will not be included. Example: false

AgentConsoleContextApplicationInstallerLink

Gives Agents a direct link to the .reg file that will enable the Lync-embedded Agent Console on their workstation. Example: https://clarityconnectmain.domain.com/ClarityConnect/Content/AgentConsoleContextInstaller.reg

AgentConsoleStandaloneUrl

The URL of the Clarity Connect Agent Console as it should be provided to Agents in their Connected message. Should end with a question mark.

Example: https://clarityconnectmain.domain.com/ClarityConnect/AgentConsole?

AgentConsoleDelivery

Determines whether the Agent Console will be delivered to Agents in the Lync conversation window extension, or as a link to the browser-based version. Should be ContextChannel or SeparateWindow. Example: ContextChannel

ContextualDashboardApplicationId

GUID that is configured in the Agent registry key to indicate to their Lync client that it should launch the Agent Console application. Example: BD94D740-37D2-4C58-9D18-C2F6F51C5C66

ContextualDashboardApplicationName

Name of the Lync client application associated with the above GUID, configured in the Agent registry for the Agent Console. Example: Agent Console

ACS_NumberOfAgentsRetrieved

For the Agent Console Transfer to Agent screen, this is the number of Agents that will be returned when you perform a search of Agents. Example: 15

ACS_WebBrowserAddinURLEmpty

URL sent by a custom integration component if there is no customer identifier to load in the optional Agent Console web browser tab Example: about:blank

ACS_WebBrowserAddinURLFormat

Format string used by a custom integration component to determine what URL to display in an optional Agent Console Web Browser tab. Example: https://form.domain.com/[customer_id]/login=?

ACS_DefaultCustomerLocaleId

Localizes attendant messages sent to the customer. Supported values include the following: 1 for English, 2 for Croatian, 3 for French, 4 for German.

ACS_DefaultAgentLocaleId

Localizes session updates sent to the agent in the chat window.

AC_ShowTranscriptsForImSessionsInCustomerDetails

Toggles if the transcripts for past sessions with a customer are shown in the Customer Details view in the Silverlight Agent Console

INT_Salesforce_IntegrationEnabled

Enables Salesforce Integration in Connect. Please check the documentation for additional information on what is enabled within Connect for the Salesforce integration package Example: true

INT_Salesforce_ConsumerKey

This is the Consumer Key generated by Salesforce when creating a new Remote Access application. Example: 7K1G5246K

INT_Salesforce_ConsumerSecret

This is the Consumer Secret Code generated by Salesforce when creating a new Remote Access application Example: 1234567890

INT_Salesforce_CallbackUrl

This is the callback URL that Salesforce will send the Authorization token to in order for us to authenticate with Salesforce. Example: https://connect.domain.com/ClarityConnect/SystemConfiguration/Callback

INT_Salesforce_AuthUrl

This is the authentication URL that must be called when setting up the initial Salesforce authentication. Example: https://login.salesforce.com/services/oauth2/authorize

INT_Salesforce_TokenUrl

This URL is used internally to refresh the current Authentication Token after a session timeout. Example: https://login.salesforce.com/services/oauth2/token

INT_Salesforce_RefreshToken

This is the refresh token, used to generate new authorization tokens once the session times out without requiring a manual re-authorization between Connect and Salesforce. Example: 5Z348G24598KFJS582

INT_Salesforce_PushRecordings

This value determines whether or not call recordings will be sent to Salesforce at the end of a Connect session. Example: true

INT_Salesforce_PushNotes

This value determines whether or not call notes will be sent to Salesforce at the end of the Connect session. Example: true

INT_Salesforce_AccessToken

This token is used when sending requests to Salesforce for authentication. This config is automatically updated as needed and generally will not be updated by users. Example: !ARQAQA25T1Nw15Ps_mn_3mBVkTiI5BSoOkrf..

INT_Salesforce_InstanceUrl

This is the base address of your Salesforce instance, used for all queries. This config is automatically updated as needed and generally will not be updated by users. Example: https://domain.salesforce.com

INT_Salesforce_ApiVersion

This is the version of the Salesforce API being used. This is appended to all Salesforce requests. This config is automatically updated as needed and generally will not be updated by users. Example: 31.0

INT_Salesforce_PushTranscript

This value determines whether or not chat transcripts will be sent to Salesforce at the end of a Connect session.

INT_CSI_DeveloperKey

This is a unique developer key provided by CSI World that is sent with each Metric Event to identify it to this instance of Connect.

INT_CSI_DisabledQueues

This CSV list of Queue IDs excludes these queues from being included in ACD Statistic upload.

INT_CSI_FTP_Hostname

This is the hostname for the FTP connection for uploading ACD Statistics and Session data (recordings and transcript).

INT_CSI_FTP_Password

This is the FTP password.

INT_CSI_FTP_Username

This is the FTP username.

INT_CSI_FTP_UseSSL

This flag determines whether we should attempt to connect to the FTP server via SSL.

INT_CSI_IntegrationEnabled

Enables CSI World Integration in Connect. Please check the documentation for additional information on what is enabled within Connect for CSI World.

INT_CSI_SendAcd

This flag determines whether we want to upload ACD Statistics to CSI World via FTP.

INT_CSI_SendEvents

This flag determines whether we want to send Metric Event data for each Event in Connect to CSI World via HTTP.

INT_CSI_SendRecordings

This flag determines whether we want to upload Recordings for each Session to CSI World via FTP.

INT_CSI_SendTranscript

This flag determines whether we want to upload Transcripts for each Session to CSI World via FTP.

INT_CSI_VOCloudServiceUrl

This setting, provided by CSI, is the full URL to access the CSI Virtual Observer Cloud Event Service. All Metrics Events will be pushed to this URL when the sending of Metric events to CSI is enabled. Example: http://csi-hostname.com/VOCloudEventService/CloudEvent.asmx/EventData?Token="

INT_MsDynamics_ADALCache

This is the Base 64 string that contains the ADAL Token Cache used for Dynamics Online.

INT_MsDynamics_AuthCacheExpireTime

This is the time in which the ADAL Token Cache (specifically, Refresh Token) will expire for the Dynamics Online integration, requiring re-authenticating via the Connect Admin Website.

INT_MsDynamics_AuthorizeUrl

This is the authentication URL that is used when initializing the login for the service.

INT_MsDynamics_ClientId

This is the Client ID from ADFS/Azure AD for the Dynamics Online Application.

INT_MsDynamics_ClientKey

This is the Client Key from ADFS/Azure AD for the Dynamics Online Application.

INT_MsDynamics_InstanceUrl

This is the URL of your instance of Dynamics Online CRM - e.g. https://company.crm.dynamics.com.

INT_MsDynamics_IntegrationEnabled

Enables MS Dynamics Online Integration in Connect. Please check the documentation for additional information on what is enabled within Connect for MS Dynamics Online intergration.

INT_MsDynamics_PushNotes

This value determines whether or not call notes will be sent to MS Dynamics Online at the end of a Connect session.

INT_MsDynamics_PushRecordings

This value determines whether or not call recordings will be sent to MS Dynamics Online at the end of a Connect session.

INT_MsDynamics_PushTranscript

This value determines whether or not chat transcripts will be sent to MS Dynamics Online at the end of a Connect session.

INT_MsDynamics_ReceiverQueryTimeoutSeconds

This is the number of seconds that we should wait when performing a MS Dynamics Online Data Receiver query in the QuickIVR Dynamics Online lookup nodes.

INT_MsDynamics_RedirectUri

This is the Reply URL in Connect that processes the response from ADFS/Azure AD. The format is https://<CONNECT_WEBSITE>/ClarityConnect/SystemConfiguration/DynamicsAdfsAuthCallback

INT_MsDynamics_TokenHasExpiredMsg

This is the message sent via e-mail when the Dynamics Online Refresh Token has expired.

INT_MsDynamics_TokenNotificationEmailSubject

This is the subject of the e-mail sent for the Dynamics Online Refresh Token expiration. If this message is modified, you can add {0} to the message (which signifies the status of the Token; e.g. Expired or Expiring Soon) and {1} to the message (which signifies the Connect Instance Name this message refers to).

INT_MsDynamics_TokenUrl

This is the URL used when requesting Tokens from Azure AD/ADFS.

INT_MsDynamics_TokenWillExpireMsg

This is the message sent via e-mail when the Dynamics Online Refresh Token has not expired yet but will expire in less than 30 days. If this message is modified, you can add {0} to the message (which signifies the specific date) and {1} to the message (which signifies the number of days left).

INT_System_DefaultIntegration

This is the default integration to use in cases where specifying a specific integration type is not available (i.e. direct inbound/outbound calls).

INT_System_NoResultScreen

For CRM integrations, the default screen to show if no result is retrieved, based on the configured default integration.

INT_System_PerformNewSearchEachTime

For CRM integrations, determines whether or not a lookup should try and use saved Connect data to make a match or simply query the CRM instance for a fresh lookup each time; based on the configured default integration.

INT_System_ReliableTransmissionAbandonedNotificationBody

The body of the email that is sent to the system administrator when a transmission is abandoned. The value may contain a placeholder of {0} that will be replaced by the database ID of the transmission which was abandoned.

INT_System_ReliableTransmissionAbandonedNotificationSubject

The subject of the email that is sent to the system administrator when a transmission is abandoned. The value may contain a placeholder of {0} that will be replaced by the database ID of the transmission which was abandoned.

INT_System_ReliableTransmissionMaximumRetryInterval

The maximum number of seconds to wait before retrying a transmission to a third party.

INT_System_ReliableTransmissionMinimumRetryInterval

The minimum number of seconds to wait before retrying a transmission to a third party.

INT_System_ReliableTransmissionTotalRetryTime

The total number of seconds to attempt a transmission to a third party. After a transmission has been attempted for this many seconds, the transmission will be abandoned.

RTDA_Auth_AllowHttp

True or false to allow the Authorization Service to run over HTTP. ALWAYS false in production to force HTTPS.

RTDA_Auth_ExpiryTimeInMinutes

How long tokens from the Authorization Service are valid for in minutes.

RTDA_Auth_TokenUrl

Authorization Service Token URL.

RTDA_Port

The port that the internal services can contact web APIs on.

RTDA_RequestsAllowedPerMinutePerIPAddress

The number of real-time Data API requests allowed per minute per distinct IP address. Any requests made beyond this limit will be denied with a HTTP code of 429 Too Many Requests.

RTDA_SubscriptionRequestsAllowedPerMinutePerIPAddress

The number of real-time Data API requests allowed per minute per distinct IP address for subscriptions. Any requests made beyond this limit will be denied with a HTTP code of 429 Too Many Requests.

RTDA_TransportsEnabledInClientLibrary

Which SignalR client transports are enabled in the JavaScript API client library.

RTDA_UseHttpsForGoldCopyDiffs

This setting determines whether https should be used for sending over gold copy diffs.

ETL_DaysToKeepRuntimeAgentStatusHistoryData

This is the number of days that Agent Status History will be stored in the Runtime Database (so it is queryable using Agent Status History lookup) before moving to the Data Warehouse. Example: 90

ETL_DaysToKeepRuntimeData

This is the number of days that Runtime Data will be stored in the Runtime Database (so that additional information can be seen in Session Search) before moving to the Data Warehouse. Example: 4

ETL_DaysToKeepRecordingData

This configuration values is used by the ETL to state how long (in days) call recordings should be saved. Any call recordings older than the number of days specified will be deleted when the ETL is run. Default value is 5 years (1826 days). Example: 1826

ETL_ForcedValueForCalendarId

This is a configuration value used for having the ETL reprocess Metrics data and should only be modified by a Connect Support resource. Example: 1

ETL_ForcedValueForLastSuccessfulCalendarId

This is a configuration value used for having the ETL reprocess Metrics data and should only be modified by a Connect Support resource. Example: 754

ETL_ForcedValueForRunDestructively

This is a configuration value used for having the ETL reprocess Metrics data and should only be modified by a Connect Support resource. Example: true

ETL_InsertBatchSize

This is the number of items that will be processed at once when transferring data from the Runtime to the Data Warehouse. Example: 10000

ETL_DefaultPortalId

This is a deprecrated configuration value and will have no effect.

ETL_DefaultPortalName

This is a deprecrated configuration value and will have no effect.

ETL_DaysToKeepChatTranscriptData

This configuration values is used by the ETL to state how long (in days) chat transcripts should be saved. Any chat transcripts older than the number of days specified will be deleted when the ETL is run. Default: 5 years (1826 days).

ETL_TimeToRunDbIntensiveActions

This setting specifies what time the ETL should run processes that are database intensive. This setting should be outside of your regular workday or during a time of low utilization.

LOG_DaysToKeepLogFiles

The number of days to keep log files before they are permanently deleted.

LOG_EmailCustomerPrefix

The name to use as a prefix on the emailed log message subject.

LOG_EmailSmtpDomain

The domain from which email logs should be sent, without the at sign.

LOG_EmailSmtpHost

The address of the internal SMTP server through which email logs will be sent.

LOG_EmailTargets

Comma-separated list of email addresses that Logs should be sent to, or empty if no email logs are desired.

LOG_EmailThreshold

The log level at which an email log will be sent. Can be Warn, Error, or Fatal.

LOG_EnableSeparateErrorLog

Determines if a separate Error-level log should be kept that contains only logs that either indicate an error occurred or are otherwise critical notifications. Can be True or False.

LOG_EnableSeparateInfoLog

Determines if a separate Info-level log should be kept that provides fewer logs (but can be more clear to read), in addition to the standard Debug log. Can be True or False.

LOG_EnableSeparateVerboseLog

Determines if a separate Verbose-level log should be kept that contains all possible logs. Can be True or False, and should not be left on during normal operation, as the files will get quite large.

SendAsyncTimeoutSeconds

If a call control command is not received by the Portal service within this interval, it will be considered too late and ignored. This is mainly applicable to the in-browser Agent Console, and prevents rare occurrences where network delays cause call control commands to be executed long after they were sent. Example: 60

EnableAutomaticDirectOutboundCallRecording

This allows Direct Outbound Call recording to be disabled if not allowed based on legality in your region or policy. True will allow them to record if other recording rules deem that it should be, false will not. Example: true

IsFederatedDeployment

This value is used if the current instance is being deployed in a Lync Federated configuration. In the case of a federated deployment (where Agents have a different domain than the Portal endpoint), we need to use different impersonation domain when connecting invited participants, and Agents invited to handle IM-only Sessions need to send a responding message to the invitation for us to confirm that they accept the Session. Example: false

MaxEstimatedQueueMinutes

The maximum estimated wait time that we will indicate to the customer in queue hold messages. If you want it disabled, set it to 9999. Example: 120

ReasonCodesRequired

This will prompt an Agent to specifiy a Reason Code if they go away. If true, the Agent will receive the prompt when they return from being away. If false, they will not be prompted. Example: false

ReasonCodesRequiredAfterSeconds

If an Agent goes into an away state for fewer than this number of seconds, they will not be prompted to enter a reason code even if ReasonCodesRequired is set to True. The purpose of this is to avoid bothering Agents who accidentially went idle for just a few seconds. Example: 15

ReasonCodesRequiredMessage

This is the message that will be sent to Agents after they return from being away if ReasonCodesRequired is set to true. The default message informs them that they need to update the reason for which they were away, and provides a link to the Review Reason Codes page on the administrative website to allow them to do so more easily. Example: Welcome back! Please update your away reason code for why you were just gone at https://{Clarity Connect URL}/ReviewReasonCode

StopPromptAudioOnFirstInput

This is a Boolean flag that, if true, causes QuickIVR Prompt nodes to stop playing on the first detected customer input in the IVR. If false, a prompt node that allows input of multiple digits will keep playing the message even after the first input is recognized. Example: true

TimeForAdditionalDtmf

This is the time allotted to allow additional tones to be entered in for a prompt that accepts more than one digit. After this allotted time, it considers the input finished. Example: 1.5

BackendImInviteDelayMs

If the Agent is using a Lync desk phone and we send the IM invite too soon after they answer a Connect call, it will be hidden by the desktop client. This delay (in milliseconds) allows the notification from the Lync phone indicating that it only supports audio to get back before we send out the invitation for the IM conversation. It should always be set to 0 unless an issue is encountered where the IM part of the conversation is consistently not visible for 25 seconds by Agents using a Lync desk phone. Example: 3000

ReportingTimeZones

This configuration setting is used internally to update the time zones that are enabled on the reporting database. It should not be manually updated; it should be changed via the website “Reporting Configuration” section. Example: Central Standard Time;Eastern Standard Time

AD_ImportTemplateUrl

This is the URL for the Agent Bulk Import template file (.csv) for importing new Connect Agents via the Agent Bulk Import page. Example: https://connect.domain.com/ClarityConnect/Content/AgentBulkImportTemplateSpreadsheet.csv

ContextualAttendantApplicationId

This configuration value is deprecated.

ContextualAttendantApplicationName

This configuration value is deprecated.

DeliverContextAttendant

This configuration value is deprecated.

FiscalStartDate

This setting determines the beginning of a Fiscal year. Used by the ETL to populate the correct Fiscal data into the Data Warehouse for Reporting.

IgnoreAllocationForTakeCall

If true, the Agent Allocation state will be ignored when they select Take Call from the Dashboard. This means that they could be routed multiple AV calls at the same time, which may make reporting inconsistent.

UseHttpsForInterServiceCommunication

If true, the WCF endpoints used for inter-service communication will use https rather than http. IMPORTANT: Please see the pre-implementation documentation for information on how to configure your system correctly to support https. Services must be restarted after changing this setting before it will take effect.

I_EmailDomain

This is the e-mail domain that will be used throughout this installed instance. Example: domain.com

I_ErrorEmailTargets

This is the e-mail addresses that will receive e-mails due to an error reported in Connect logging. Example: support@domain.com

I_InstanceFriendlyName

This is the friendly name of this instance of Connect. This name is used in naming the Windows services, ETL Task, and Website. Example: Main

I_PortalAdminUser

This is the Windows login ID for the administrative user of this instance. Example: domain\admin

I_ServiceUser

This is the Service account that is being used for this instance of Connect. Used by the Windows services, ETL, SSRS, and IIS. Example: domain\clarityconnectsvc

I_SslCertThumbprint

This is the Thumbprint for the SSL Certificate bound to the Website for this instance. Example: FB2962E6297211

I_WebsiteDomain

This is the website domain to access the administrative webpage for this instance. Example: instance.domain.com

ShowCallNotesButton

This is a Boolean flag that controls whether the Call Notes button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowAgentTransferToVMButton

This is a Boolean flag that controls whether the Agent Transfer button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowAgentInviteButton

This is a Boolean flag that controls whether the Agent Invite button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowAgentConsultButton

This is a Boolean flag that controls whether the Agent Consult button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowAgentTransferButton

This is a Boolean flag that controls whether the Agent Transfer button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowQueueConsultButton

This is a Boolean flag that controls whether the Queue Consult button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowQueueReEnqueueButton

This is a Boolean flag that controls whether the Queue Re-Enqueue button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowStopRecordingButton

This is a Boolean flag that controls whether the Stop Recording button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowStartRecordingButton

This is a Boolean flag that controls whether the Start Recording button will be shown in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowCallNotesBox

This is a Boolean flag that controls whether the Call Notes box will be visible in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ShowCallDispositionsBox

This is a Boolean flag that controls whether the Call Dispositions box will be visible in the Agent Console. A setting of true will allow that item to be shown, whereas false will hide.

ForceDisposition

This is a Boolean flag that controls whether the Agent is required to leave a disposition for the active session. A setting of true will automatically show the Call Notes/Disposition box at the end of a Session and require that the Agent enter a Call Disposition. When the flag is false, the Call Dispositions box will not appear automatically at the end of a Session.