Configuring Parameters

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > System Management > Tenant Parameter.
   Figure 1 Configuring parameters
   

   Table 1 Tenant parameters

   Parameter			Description
   Unified Public Configuration	Common	Whether to enable page watermarking	Whether to enable the page watermark function.
   		Subscriber Number Anonymization Rule	User number anonymization rule. The options are Anonymize middle four digits and Retain only last four digits.
   		Page Watermark Character	Page watermark string.
   		Whether to enable file watermarking	Whether to enable the file watermark function. If this function is enabled, watermarks are displayed in the following exported files: Exported outbound call result file and call record file Exported contact record file Exported recording inspection file
   		File Watermark Character	File watermark string.
   		Specifies whether to set the password of the compressed file for exporting data.	The options are Yes and No. The default value is Yes.
   Connection Management	Call Control	Number Display for Agent Phone	Number display policy for agent phones. The options are Display system calling number and Display customer number.
   		Answer Inbound Call as Inspector	Whether an inspector answers an inbound call. The options are No and Yes.
   		Integrate OpenEye in Web System	Whether to integrate the OpenEye softphone in the web system. The options are No and Yes. To implement this function, a tenant needs to install the OpenEye locally.
   		Agent Answering Mode	Agent answering mode. The options are Custom, Automatic, and Manual.
   		Call Processing After Agent Rejection	Call processing after an agent manually rejects a call. The options are Return call to original queue and set agent to busy and Release call and set agent to idle.
   		Web-integrated OpenEye Video Display	Video display of the OpenEye integrated with the web system. This parameter is valid only when Integrate OpenEye in Web System is enabled. For example, in the value 0,0,800,380,PiP,Fit, 0,0 indicates the X and Y coordinates of the video position (the upper left corner of the screen is the coordinate origin), 800,380 indicates the width and height of the window, PiP indicates the layout of the video image (PiP indicates picture-in-picture, and SbS indicates side-by-side), and Fit indicates the display mode of the video image (Fit indicates that the video is adapted according to its original proportions, and Cut indicates that the video is displayed at full size according to its original proportions and cropped if necessary).
   		Video Recording Mode	Video recording mode. The options are Same-size image for three parties, Maximized customer image, Maximized agent image, and Maximized third-party image.
   	Agent Status	After-Call Agent State	State that an agent automatically enters after a call ends. The options are Idle and Wrap-up.
   		Signed-in Agent State	State that an agent automatically enters after sign-in. The options are Idle, Wrap-up, and Busy.
   		Forcibly End Agent Rest After Timeout	Whether to forcibly end an agent's rest when the rest times out. The options are No and Yes.
   		Internal Message Template for Notifying Supervisor of Agent Rest Timeout	Template for sending an internal message to the supervisor when an agent's rest times out. Set this parameter to the internal message notification template ID. If this parameter is not set, no internal message is sent to the supervisor when an agent's rest times out.
   		Mode in Which an Agent Signs In to a Skill Queue	Mode in which an agent signs in to a skill queue. The parameter modification takes effect after the page is refreshed. NOTE: If this tenant parameter is set to Agent-defined, the value of the agent parameter Mode in Which an Agent Signs In to a Skill Queue is used. If this tenant parameter is set to Automatic or Specified, the value of this parameter is used.
   	Log Tracing	Agent ID Requiring Log Generation	Agent ID for generating logs. Use commas to separate multiple IDs, for example, 101,102,103.
   		Agent Output Log Level	Level of generated agent connection operation logs.
   	Contact Record	Time Span for Contact Record Query	Time span for searching for contact records, in days. The default value is 7.
   		Number of days in advance for querying contact records	Number of days in advance for searching for contact records, in days. The default value is 7.
   		Indicates whether to store callData in contact records.	Whether to store call-associated data in contact records. If this parameter is set to Yes, the connected contact records integrated by the Dynamics can carry the call-associated data of the last call for callback. The options are No and Yes. The default value is No.
   		Validity days of call reason configuration	Number of days that the call reason can be supplemented or modified for historical contact records. The value must be an integer. The default value is 0. The value 0 indicates that the period is not limited. The call reason can be supplemented or modified for historical contact records generated in any period. NOTE: The value of this parameter depends on the time range of data obtained for call reason analysis statistics.
   		Whether encryption or decryption is required to download recordings.	The value Yes indicates that the recording file of a contact record or an outbound call result can be downloaded only after a decompression password is entered. The value No indicates that a recording file can be downloaded directly.
   	Agent Workbench	Display Associated Data	Whether to display call-associated data. The options are No and Yes.
   		Conference Link SMS Template	SMS template used for sending conference links. The template must contain the Meeting_URL variable.
   		Display Unified Customer Contact Information	Whether to display unified contact customer information. The options are No and Yes.
   		Local listening port of the agent VRC.	Local listening port of the agent VRC. This port is used by inspectors to initiate screen inspection connections. The value ranges from 1 to 65535. The default value is 6600.
   		VRC WebSocket Port	WebSocket connection port of the VRC. When the OpenEye is used, set this parameter to the port configured on the VRC. The value ranges from 1 to 65535. The default value is 7684.
   Service Channels	Common	Indicates whether to enable the system default greeting (except the email channel).	Whether to enable the default system greeting (except the email channel).
   		Multimedia Sessions Concurrently Processed by Agent	Number of multimedia sessions that can be handled by an agent concurrently.
   		Third-party interface invoking failure rate statistical period	Statistical period of the third-party interface invocation failure rate, in minutes. The value ranges from 1 to 30. The default value is 5.
   		Third-Party Interface Invoking Failure Rate Alarm Threshold	Alarm threshold of the third-party interface invocation failure rate, in %. The value ranges from 1 to 100. The default value is 20.
   		Validity duration of the URL used by a customer to access a resource	Validity period of the URL used by a customer to access a resource, in days. The value ranges from 0 to 7. The default value is 3.
   		Indicates whether to enable the new special list for multimedia.	Whether to use the new special list function for multimedia channels. The options are No and Yes.
   		Social Media Approver Account	Default value: none Social media approver account. If this parameter is left blank, post approval is not performed. NOTE: The value can only be an employee account with the Enterprise account operation menu permission under the current tenant.
   		Social Media Video Upload Size Limit	Maximum size of an uploaded social media video, in MB. The default value is 200, and the maximum value is 500.
   		Maximum size of uploaded social media images	Maximum size of uploaded social media images, in MB. The default value is 1, and the maximum value is 4.
   		Message allocation threshold for operators	Threshold for not assigning messages to an operator. If the number of messages unhandled by an operator exceeds the threshold, messages are not assigned to the operator. The default value is 5, and the maximum value is 20.
   		Number of SMs allocated by the operator	Number of messages that can be assigned to an operator at a time. The default value is 10, and the maximum value is 20.
   		Number of offline users allocated each time	Number of offline customers assigned each time. The value ranges from 1 to 10. The default value is 5.
   		Interval for querying the allocated offline user list	Interval for querying assigned offline customers. The value ranges from 0 to 60, in minutes. The default value is 5. NOTE: The value 0 indicates that offline customers are not queried.
   		Number of offline message for warning alarm	When the number of offline messages exceeds the value of this parameter, a warning alarm is generated. The value ranges from 1 to 100000. The default value is 5000.
   		Number of offline message for minor alarm	When the number of offline messages exceeds the value of this parameter, a minor alarm is generated. The value ranges from 1 to 100000. The default value is 8000.
   		Number of offline message for major alarm	When the number of offline messages exceeds the value of this parameter, a major alarm is generated. The value ranges from 1 to 100000. The default value is 10000.
   		Offline message days for minor alarm	When the number of days for which an offline message is not handled exceeds the value of this parameter, a minor alarm is generated. The value ranges from 1 to 15. The default value is 3.
   		Offline message days for major alarm	When the number of days for which an offline message is not handled exceeds the value of this parameter, a major alarm is generated. The value ranges from 1 to 15. The default value is 5.
   		DY contact record reply message switch	Whether the messages of contact records in the Dynamics can be replied to. The options are No and Yes. The default value is No.
   	Web	Map Type Used by Location Message Received Through Web Channel	Type of the map used to display location messages received from the web channel on the web client and agent workbench.
   	Email	Max. Bytes in Email Body	Maximum number of bytes in the email body, in MB. The value ranges from 1 to 10. The default value is 2.
   		Max. Email Cc Recipients	Number of Cc recipients when a maximum of 4096 characters are allowed. The value ranges from 0 to 50. The default value is 20.
   		Max. Email Bcc Recipients	Number of Bcc recipients when a maximum of 4096 characters are allowed. The value ranges from 0 to 50. The default value is 20.
   		Max. Email Forwarding Recipients	Number of email forwarding recipients when a maximum of 4096 characters are allowed. The value ranges from 1 to 50. The default value is 20.
   		Max. Email Drafts Added by Agent	Maximum number of email drafts added by an agent. The value ranges from 1 to 50. The default value is 20.
   		Max. Size of Images in Email	Maximum size of images in a reply email edited by an email agent. The value ranges from 0 to 1024, in KB. The default value is 300.
   		Max. Images in Email	Maximum number of images in a reply email edited by an email agent. The value ranges from 0 to 20. The default value is 10.
   		Auto Zoom Email Channel Images	Whether to enable email channel image auto scaling. The options are Yes and No. The default value is No. The value Yes indicates that images whose size exceed the limit are automatically zoomed in or out, and the value No indicates that images are not zoomed in or out.
   	WhatsApp	Map Type Used by Location Message Received Through WhatsApp Channel	Type of the map used to display location messages received from the WhatsApp channel on the agent workbench.
   		WhatsApp Webhook Password Authentication Validity Period	Validity period of the Webhook password used for authenticating received requests when the WhatsApp channel is connected to the Infobip. The value ranges from 7 to 365. The default value is 90.
   	Line	Map Type Used by Location Message Received Through LINE Channel	Type of the map used to display location messages received from the LINE channel on the LINE client and agent workbench.
   		Validity Period of Access Token for Accessing LINE	Validity period of an access token for accessing the LINE, in days. The value ranges from 1 to 30. The default value is 30.
   	WeChat	Map Type Used by Location Message Received Through WeChat Channel	Type of the map used to display location messages received from the WeChat channel on the WeChat client and agent workbench.
   	5G RCS	Map Type Used by Location Message Received Through 5G RCS Channel	Type of the map used to display location messages received from the 5G RCS channel on the agent workbench.
   Intelligent Outbound Call	Common	Record outbound interface invoking logs	Whether to record outbound call interface invocation logs. If yes, invocation records of one month are stored by default. Invocation records of a maximum of three months can be stored.
   		Indicates whether to send internal messages when outbound calls are abnormal.	The default value is No, indicating that no internal message is sent to the manager of an employee when an outbound call is abnormal. If this parameter is set to Yes, an internal message is sent to the manager of an employee when an outbound call is abnormal.
   		Threshold for abnormal outbound call duration.	The unit is second. If the duration of an outbound call is less than the value of this parameter, the system considers the call as an abnormal call. If the value is 0 or empty, the system does not determine whether a call is an abnormal call.
   	Managing Configurations	Destination address of outgoing call result push	Address provided by the third party for receiving outbound call results pushed to the third party.
   	Call Configuration	Manual outgoing call automatic outgoing call switch	Whether to enable the automatic outbound call capability for manual outbound calls.
   		Time limit for manual outgoing calls	Time during which an agent is in idle state before making an automatic outbound call, in seconds. The value ranges from 1 to 120.
   		Call Number Prefix Configuration	Prefix of an outbound number. Use commas (,) to separate multiple prefixes.
   		Minimum length of outbound customer number	Minimum length of an outbound number, excluding the international call prefix and international area code.
   		Maximum length of outbound customer number	Maximum length of an outbound number, excluding the international call prefix and international area code.
   		The begin digits of the customer number	Start number of a customer number. Use commas (,) to separate multiple numbers.
   CCNotification	Internal Message	Notify App of Internal Message	Whether to notify the app of an internal message. The options are Yes and No.
   		AK for Invoking App Service for Internal Message Notification	AK provided by the app for invoking the app service to send an internal message notification.
   		Protocol for Invoking App Service for Internal Message Notification	Protocol type for invoking the app service to send an internal message notification. The options are http and https. Use HTTPS because HTTP is an insecure protocol.
   		IP Address and Port for Invoking App Service for Internal Message Notification	IP address and port number for invoking the app service to send an internal message notification. The format is IP address:Port number.
   		URL for Invoking App Service for Internal Message Notification	URL for invoking the app service to send an internal message notification. A reference configuration is /app/agent/gateway/v1/notice/enterpriseMessage.
   		Cyclical Invoking Times of App Interface for Internal Message Notification	Number of times that the app interface is cyclically invoked for internal message notification. A reference configuration is 3.
   	Email	Delete Email Received by Tenant Administrator and Tenant from Email Server	Whether to delete emails received by tenant administrators and tenants from the email server. The default value is Yes, indicating that the emails are deleted.
   		Max. Size of Images in Email	By default, the maximum size of an image is 100 KB. The value must be greater than 0 and less than or equal to 1024, in KB.
   Operation Risk Control	Public Class	Mobile number area code	International area code of the tenant administrator's mobile number during SMS notification sending.
   Schedule	Common	Time when the compliance detail view is automatically updated	Automatic refresh interval when Auto Refresh on the adherence details page is enabled, in seconds. The value ranges from 10 to 20. The default value is 20.
   		Maximum number of rule sets in a scheduling scenario	Maximum number of rule sets associated with all agents in a schedule scenario. When this value is exceeded, an error message is displayed. The value ranges from 1 to 5. The default value is 5.

2. Search for the parameter to be modified based on Parameter Name and Description, click Edit in the Operation column, and enter the parameter value in the Parameter Value column.
3. Click Save to save the parameter configuration.
4. (Optional) Click Synchronize or reset to synchronize or reset the value in the Parameter Value column.