Comm Server Environment Variables

Following are the environment variables used in the comm-server service.

Config Parameter

Expected Value

Notes

NUMBER_OF_LICENSES

Contact Exterflow for this info.

A number of concurrent agents allowed.

CUSTOMER_NAME


Contact Exterflow for this info.

The customer name to whom the license is issued.

KEY

Contact Exterflow for this info.

The license key.

FINESSE_1

http://FQDN, hostname

or

https://FQDN, hostname

FQDN of primary finesse. This parameter is only required if the solution is being deployed with contact center integration.

FINESSE_2

http://FQDN, hostname

or

https://FQDN, hostname

FQDN of secondary finesse. This parameter is only required if the solution is being deployed with contact center integration.

FINESSE_REQUEST_TIMEOUT

3000

Time in milliseconds service should wait before canceling the request.

FINESSE_HEARTBEAT_SLEEP

5

Time in seconds service should wait before checking the finesse liveness

ACTIVEMQ

<fqdn>:61617

This is the URL and port of the ActiveMQ service. Use port 61616 if the ENABLE_SSL parameter in the comm-server configuration is false

ACTIVEMQ_TIMEOUT

10000

ActiveMQ request timeout in milliseconds

GRC_CONSUMER_PRIORITY127

DEFAULT_NOT_READY_REASON

Default not-ready reason code defined on finesse.

Only required for contact center integration. This value determines the default not-ready state of an agent system should set on finesse automatically when a non-voice task is assigned.

DEFAULT_LOGOUT_REASON

USE_ENCRYPTED_PASSWORDfalse

AGENT_LOG_LEVEL

Trace.

See the log level setting details from here

AGENT_LOGS_MAX_FILES

10

The max number of logs files service should retain.

AGENT_LOGS_FILE_SIZE

100

The size in MB after which log file will be archived.

UMM

https://umm:8443

Internal URL of UMM service

IS_STANDALONE

true

Set this value to 'true' if the solution is being deployed without contact center integration. Otherwise set this value to 'false'

BYPASS_SSL

true

Bypass SSL Certificate, in case of false, Import SSL certificate to JVM if needed. Only required  if IS_STANDALONE = false

BYPASS_TLS

true

Bypass TLS for XMPP service. Only required  if IS_STANDALONE = false

MAX_TASKS

5

This value determines the max number of concurrent chats that can be assigned to an agent.

NOT_READY_REASON

Any not-ready reason code defined on finesse.

Only required for contact center integration. This value determines the not-ready state of an agent system should set on finesse automatically when a non-voice task is assigned.

ENABLE_SSL

true

Set this value to 'true'  to enable SSL. Otherwise set this value to 'false'. Use ACTIVEMQ <fqdn>:61617 if true, 61616 otherwise

KEYSTORE_PATH

/src/app/client.ks

Custom Keystore: This Keystore contains the following certificates:
   - ActiveMQ client certificate

   - Umm HTTPS certificate
Only applicable when ENABLE_SSL set to true.

The path of default self-signed certificate key store. Do not change this value unless you are using a valid domain signed certificate.

TRUSTSTORE_PATH

/src/app/client.ts

Custom Trust store: This trust store contains the following certificates:
   - ActiveMQ broker certificate

   - Umm HTTPS certificate
Only applicable when ENABLE_SSL set to true.

The path of default self-signed trust key store.

KEYSTORE_PWD

password

Key store password

TRUSTSTORE_PW

password

Trust store password

ENABLE_REPORTING

true

Set value to "true" if you want to publish agent state change and task state CDRs on the ActiveMQ queue for reporting. Otherwise set the value to "false".

DB_CONNECTOR_API_PATHhttps://database-connector:8443
SELF_SIGNED_CERTIFICATEtrue

STATUS_API_PORT

8080

The port on which other services can check the liveliness of this service.

STATUS_API_PORT_HTTPS

8443

This variable specifies on which port status API listens

JKS_KEYSTORE_PATH

/src/app/keystore.jks

This path contains jks keystore which contains certificates that are necessary to host status API on HTTPS

JKS_KEY_STORE_PSWD

password

This is the password of jks keystore which is used to hold certificates necessary to host status API on HTTPS

JKS_KEY_MANAGER_PSWD

password

This is the key manager password for jks certificate store which is used to hold certificates necessary to host status API on HTTPS

IS_UMM_CERT_SELF_SIGNED

true/false

This configuration can be true/false. true if umm certificates are self-signed, the default value is true.

RONA_TIMEOUT-1RONA (Route on no answer) timeout in milliseconds. Agent State for Chat will be transitioned to NOT READY after RONA timeout and the task will be en-queued again in MRE. 
Use -1 to disable RONA.
REPORTING_RONA_REASONRONAEnded_by value in reporting data, the value given in this environment variable will be set in reporting DB when chat on an agent is ended by RONA. The default value is RONA.
AUTO_ANSWER_ENABLEDfalse
MRE_APIhttps://mre:8443Media Routing Engine URL
MEDIA_BLENDING3

Used to configure Media Blending Feature, See Media Blending feature in this guide for context. Possible values are:

  • MEDIA_BLENDING=0 -- Turn-off Media Blending completely, it means that:
    • Chat MRD State will not be changed to INTERRUPTED when a voice call comes in.
    • The Voice MRD State will not be set to NOT_READY when a new chat arrives.
  • MEDIA_BLENDING=1 -- Partially turn on Media Blending as per the following:
    • Chat MRD State will be changed to INTERRUPTED when a voice call arrives.
    • Voice MRD State will not be changed to NOT_READY upon a new chat arrival.
  • MEDIA_BLENDING=2 -- Partially turn on Media Blending as per the following:
    • Chat MRD State will not be changed to INTERRUPTED when a voice call arrives.
    • Voice MRD State will be changed to NOT_READY when a chat arrives.
  • MEDIA_BLENDING=3 -- Turn on Media Blending completely, it means that:
    • Chat MRD State will be changed to INTERRUPTED when a voice call arrives.
    • Voice MRD State will be changed to NOT_READY when a chat arrives.
    • The limitation is still there i.e. if an agent is handling active chats and a voice call arrives, his/her state for Chat MRD will not be transited to INTERRUPTED. State transition only happens when the agent is handling no chat.