MediaManager
The configuration of MediaManager is stored in an configuration file. The installation program creates this file with the settings entered during setup. The configuration of this component can be adjusted by editing this configuration file. If a configuration setting is not found in the configuration file, the program's default value is used.
restart service
The service must be restarted for the changes to take effect.
Unless explicitly specified by a command line argument, the path to the .ini file is the name of the executable file with the .exe-extension replaced by "ini" and the instance name used as suffix.
[Main]-Section
| Name | Description |
|---|---|
| REMOTE_PORT | Port on which MediaManager exposes its command-line interface (aka remote console). Use a command shell and execute: telnet localhost REMOTE_PORT. Default: 7010 |
| ES_FLAGS | Default: 0x0 |
| FIX_FLAGS | Default: 0x0 |
| FIX_IGNORE_FLAGS | Default: 0x0 |
[LOGGER]-Section
| Name | Description |
|---|---|
| PATH | Defines the path where log files are stored (absolute or relative to the installation directory) Default: C:\ProgramData\BucherSuter\logfiles\MCAforSiebelCC\ |
| FILE_SIZE | Specifies the maximum size of a log file. Default: 100MB |
| MAX_BACKUP_INDEX | Specifies the number of roll files that are used by the file logger. Allowed range: 1-50 Default: 10 |
| TRACE_MASK1 | Specifies the trace mask of the logger system. The most significant byte defines if collected messages are written: Specifies the trace mask of the logger system. The most significant byte defines if collected messages are written: \< 8 = Off >= 8 = On The least significant byte defines the log level: 0 = None 1 = Fatal Error (least verbose) 2 = Error 3 = Warning 4 = Info > 4 = Trace (most verbose) Default: 0x0004401f |
| TRACE_MASK_COLLECT_MSG1 | Specifies the trace mask of the logger system for collected messages. The least significant byte defines the log level: Specifies the trace mask of the logger system for collected messages. The least significant byte defines the log level: 0 = None 1 = Fatal Error (least verbose) 2 = Error 3 = Warning 4 = Info > 4 = Trace (most verbose) Default: 0x0 |
| WIN_EVENT_LOG_LEVEL | Specifies the Windows Event Log level. 0 = None 2 = Error 3 = Warning 4 = Info Default: 2 |
| WIN_EVENT_LOG_SOURCE | This name refers to the source name of the Windows Event Log. Default: MediaManager (Siebel) |
| PERIODICAL_LOG_MESSAGE_FREQUENCY | This parameters controls the frequency when the system information are written into the log file. Default: 120 in seconds |
| ARCHIVE_LEVEL | Specifies the Archive Log level. 0 = None 1 = Warning 2 = Statistic 3 = Info Default: 0 |
[MCIL]-Section
| Name | Description |
|---|---|
| PORT | Listening port on which MediaManager accepts connections from MCIL clients. 0 = off Default: 7050 |
| SECURE_PORT | Secure listening port on which MediaManager accepts connections from MCIL clients. 0 = off Default: 0 |
| HEARTBEAT_TIMEOUT | Specifies the timeout for heartbeat messages from MCIL clients. Default: 30 in seconds |
| RONA_TIMEOUT | Duration in seconds the MediaManager waits before a non-answered task is taken away from the selected agent and put back into the queue. This value is specified in seconds. This value is specified in seconds. 0 = deactivated Default: 30 in seconds |
| WRAPUP_TIMEOUT | Defines the maximum amount of time an agent can reside in the wrap-up state (in seconds) Default: 0 in seconds |
| ALLOWED_SAME_APPLICATIONID | 0=off, 1=on Default: 1 |
| IGNORE_MISSING_CHANGE_TASK_LIMIT_RESP | 0=off, 1=on Default: 1 |
| ADD_PERIPHERAL_TO_REROUTE_PREFERRED_AGENT | 0=off, 1=on Default: 0 |
| REROUTE_EVENTS_ON_SESSION_CLOSE | 0=off, 1=on Default: 1 |
| AUTO_END_TASK_DELETED_ WHILE_OFFERED | Defines whether a Task already offered to an agent is automatically ended when it is deleted. 0=off, 1=on Default: 1 |
[MR_DOMAINS]-Section
| Name | Description |
|---|---|
| Domain-ID of the MediaRoutingDomain used for mail routing. Default: 0 | |
| VOICEMAIL | Domain-ID of the MediaRoutingDomain used for voicemail routing. Default: 0 |
| TICKET | Domain-ID of the MediaRoutingDomain used for ticket routing. Default: 0 |
| FAX | Domain-ID of the MediaRoutingDomain used for fax routing. Default: 0 |
| CALLME | Domain-ID of the MediaRoutingDomain used for callme routing. Default: 0 |
| RECALL | Domain-ID of the MediaRoutingDomain used for recall routing. Default: 0 |
| OUTCALL | Domain-ID of the MediaRoutingDomain used for outcall routing. Default: 0 |
| CHAT | Domain-ID of the MediaRoutingDomain used for chat routing. Default: 0 |
[CTISERVER_1]-Section
| Name | Description |
|---|---|
| HOST_A | Hostname or IP address of CTI Server (side A). Default: <empty> |
| HOST_B | Hostname or IP address of CTI Server (side B). Default: <empty> |
| PORT_A | Port of CTI Server (side A). Default: 42027 |
| PORT_B | Port of CTI Server 1 (side B). Default: 43027 |
| SECURE_PORT_A | Port of CTI Server (side A). Default: 42030 |
| SECURE_PORT_B | Port of CTI Server 1 (side B). Default: 43030 |
| PROTOCOL_VERSION | CTI Server protocol version (GED188). Default: 20 |
| CLIENT_ID | CTI Server client id (GED188). Default: bsMediaManager |
| CLIENT_PASSWORD | CTI Server client password (GED188). Default: ***** |
| PERIPHERALID | ID of the CCE/CCH agent peripheral to which the CTI Server is attached (Agent PG). Default: 5000 |
| APPLICATIONPATHID | Must correspond to the 'ApplicationPathID'-value of the Application_Path-view in CCE/CCH AW Database. |
| HEARTBEAT_TIMEOUT | Timeout in seconds for a heartbeat response from the CTI Server. |
| IDLE_TIMEOUT | CTI specific timeout. Default: 20 |
| WAIT_FOR_RECONNECT_TIMEOUT | Wait for reconnect by connection lost. Default: 10000 |
| IND_ANSWER_TIMEOUT | Amount of time in milliseconds that the MediaManager waits after an indication message to CTI-server for error messages before it is declared as successful and a response message is sent back to the client. Default: 1000 |
| REQ_ANSWER_TIMEOUT | Amount of time in milliseconds that the Media Manager waits after a request message to CTI-server for a response before it is declared as failed and a failure response message is sent back to client. Default: 10000 |
[MRI]-Section
| Name | Description |
|---|---|
| PORT | Port on which MediaManager waits for a connection from the MR PG. Default: 7021 |
| HEARTBEAT_TIMEOUT | Specifies the timeout for heartbeat messages from MRI clients. Default: 30 in seconds |
| ECC01 … ECC20 | Names of the ECC variables that are passed from a CCE/CCH routing script to MediaManager and the agent. Example: 'user.myeccvariable' Default: <empty> |
| REROUTE_REASON_CALLVARIABLE | Call variable that is used for saving reason of the rerouted request. Range: 1-10 Default: 1 |
| OVERFLOW_REROUTE_DELAY | If the CCE/CCH routing script returns the label "OVERFLOW" (not case sensitive), the task is rerouted by MediaManager after the defined delay (in minutes). This does not apply to chats! Default: 10 |
| ACCEPT_AGENT_INTERRUPT_ADVISORY_EVENT | Specifies acknowledge mode for CTI server event AGENT_INTERRUPT_ADVISORY_EVENT in case of an interrupt of a media routing domain. -1 = Acknowledge with AGENT_INTERRUPT_UNACCEPTED 0 = ignore 1 = Acknowledge with AGENT_INTERRUPT_ACCEPTED 2 = Acknowledge with AGENT_INTERRUPT_ACCEPTED followed by AGENT_INTERRUPT_UNACCEPTED Default: 0 |
| MAX_QUEUED_TASKS | The maximal amount of tasks that MediaManager sends to the CCE/CCH queue. This value defines the size from MediaManager internal queue Default: 5000 |
| MAX_QUEUED_TASKS_LABEL | The label that is returned on MCIL interface if the limit of max queued tasks in MediaManager is reached. With the default label OVERFLOW the RoutingAdapter will retry to route the task after a delay configured in the Siebel RoutingAdapter ini-file with a default of 10 minutes. In environments with high volume route requests the default delay of 10 minutes is too short. Please add a suffix with the required delay to the label, i.e. OVERFLOW_60 for a delay of 60 minutes. Default: OVERFLOW |
| MAX_QUEUED_TASKS_PRIO_RESERVATION | Count of priority reservation tasks in MediaManager queue. Default: 0 |
[REDUNDANCY]-Section
| Name | Description |
|---|---|
| THIS_IS_SIDE | Specifies the side of the local MediaManager instance. ( A = Side A, B = Side B) |
| UDP_PORT | Specifies the port of the MediaManager instances where heartbeat are sent and received. Default: 1810 |
| REMOTE_HOST | The hostname or IP address of the host where the redundancy MediaManager instance is installed. |
check firewall settings
The same UDP port is used for both side.
If you are upgrading from a previous version of b+s Connects for Siebel, please ensure that the Firewall ports are adapted accordingly
Maximum Queue Size in CCE/CCH
The maximum allowed number of queued items over all media domains in CCE/CCH is '15000'. This includes media routing tasks as well as voice calls. The MediaManager component has a parameter to control the maximum number of queued tasks. If this limit is reached, additional route requests are handled as if the CCE/CCH routing script returned an OVERFLOW-label. The label OVERFLOW (or another configured label) is then passed back to the Siebel RoutingAdapter component and the Siebel RoutingAdapter will then retry again later to route this task. This does not apply to chats as they are terminated by the ChatConnector and an appropriate message is sent to the customer.
The keys MAX_QUEUED_TASKS and MAX_QUEUED_TASKS_LABEL are defined in [MRI]-Section.
- The bitwise coded trace mask enables granular logging if needed↩