Agent Server Variables

Variable	Description
IP Address of the Virtual Unit	Virtual IP address, for information only. Address cannot be changed as it is defined when the virtual unit is created.
Use Windows Authentication for Database Connections	Specify whether Windows authentication should be used for database connections. The selection is on by default, and we recommend using it. With Windows authentication, you can leave database password fields empty. If you de select the option, SQL logon is used, and you must enter database user name and password for each database connection, and they are saved in registry and log files as plain text.
Log File Directory of the Virtual Unit	Software running in the virtual unit uses this directory for their log files.
Agent Server Server Port	The default value is 21018.
Default Time Zone	Choose the default time zone from the list.
Agent Server Mode	Define if Agent Server is used in Phone User Mode, Administration Mode, or Dual Mode that enables both phone and administration usage. The default value is Dual Mode.
Agent Server -Specific Path for Voicemail Files	Leave empty to use the central location defined in System Configurator System Services > Voicemail Settings. If you save recordings on a local AS, enter proper UNC path, and make sure files are replicated to central location with File Replication Server.
Agent Server -Specific Path for Recorded Files	Leave empty to use the central location defined in System Configurator System Services > Recording Settings. If you save recordings on a local AS, enter proper UNC path, and make sure files are replicated to central location with File Replication Server.
Agent Server -Specific Path for Prompt Files	Leave empty to use the central location defined in System Configurator System Services > Prompt Settings. If you save recordings on a local AS, enter proper UNC path, and make sure files are replicated to central location with File Replication Server.
Product Documentation Website	The default value points to the documentation website because the local documentation package is not delivered with the software.
Configuration Database Server Address or Name	By default, the value defined in database installation is used automatically.
Configuration Database Name	By default, the value defined in database installation is used automatically.
Configuration Database User Name	By default, the value defined in database installation is used automatically.
Configuration Database Password	By default, the value defined in database installation is used automatically.
Directory Database Server Address or Name	By default, the value defined in database installation is used automatically.
Directory Database Name	By default, the value defined in database installation is used automatically.
Directory Database User Name	By default, the value defined in database installation is used automatically.
Directory Database Password	By default, the value defined in database installation is used automatically.
Monitoring Database Server Address or Name	By default, the value defined in database installation is used automatically.
Monitoring Database Name	By default, the value defined in database installation is used automatically.
Monitoring Database User Name	By default, the value defined in database installation is used automatically.
Monitoring Database Password	By default, the value defined in database installation is used automatically.
Operative Database Server Address or Name	By default, the value defined in database installation is used automatically.
Operative Database Name	By default, the value defined in database installation is used automatically.
Operative Database User Name	By default, the value defined in database installation is used automatically.
Operative Database Password	By default, the value defined in database installation is used automatically.
Outbound Database Server Address or Name	By default, the value defined in database installation is used automatically.
Outbound Database Name	By default, the value defined in database installation is used automatically.
Outbound Database User Name	By default, the value defined in database installation is used automatically.
Outbound Database Password	By default, the value defined in database installation is used automatically.
Reporting Database Server Address or Name	As of 1711, a link to the value defined in Reporting Database Server installation should be used if Reporting is used in the system.
Reporting Database Name	As of 1711, a link to the value defined in Reporting Database Server installation should be used if Reporting is used in the system.
Reporting Database User Name	By default, the value defined in database installation is used automatically.
Reporting Database Password	By default, the value defined in database installation is used automatically.
Internal Server Certificate in Use	Define if Internal Server Certificate is used to secure server-server connection.
Internal Server Certificate Common Name	If server-server connection is to be secured define here the Internal Server Common Name part of the Certificate Subject, Issued To.
Internal Server Certificate Issuer	Optional Internal Server Certificate issuer name, Issued By.
Internal Server Certificate Store	If server-server connection is to be secured define here the Internal Server Certificate store location.
Certificate for External Password Encryption	Enter the name of the certificate used for encrypting e-mail and SMS passwords. This certificate must be installed on the server(s) where the Agent Server and CEM Server packages are installed. If sending e-mails and SMS are secured with a password, it must be installed also on the server(s) where Email Sender and SMS Server packages are installed. Always define this certificate for Agent Servers that are used for administration. Note: This certificate has been made mandatory in 1608. If you have used password for e-mail queues and SMS module without encryption, you must re-enter the password in SC, otherwise e-mail and SMS sending may not work. The certificate that is used for encryption, is used also for decryption even if that certificate has expired. If the expired certificate is removed from the system, encryption/decryption will fail. To avoid that, do not remove the expired certificate from the server. If the certificate has been removed, to correct the situation re-enter the passwords in System Configurator in System Services > E-Mail Settings > External Outgoing Mail Server (SMTP) > Password. System Management > Modules > SMS Server > Password.
Maximum Concurrent Sessions	Maximum concurrent sessions Agent Server can have at a time. If the value is 0, the limit is disabled. The default value is 0. Added in SP03.
URL for Mobile Status Queries	Enter URL that Sinch Contact Center uses for mobile status queries for that CDT switchboard operators can see if a mobile user is free or busy. URL is typically managed by the mobile operator. Added in SP05.
Timeout for Inactive ECF Front End Sessions (Seconds)	Define the timeout for sessions where Agent Server gets no response from ECF Front End Server. If ECF Front End Server has active subscriptions, this timeout is not used. The default value is 600 seconds (10 minutes). Moved from Terminal Server to Agent Server in 1608.
Maximum Number of Message Processing Threads	Number of user message processing threads used by Agent Server, defines how many messages can be handled simultaneously. Be careful not to enhance the value too much if there are other servers installed on the same computer, and always use a value smaller than the number of cores in the processor. Moved from Terminal Server to Agent Server in 1608.
Websocket SIP Proxies	Comma-separated list of SIP proxy URLs. Add also prefix, for example wss://myproxy:5060. If proxies are not defined, ECF phone widget does not work. Added in 1608. Note: As of FP14, adding WebRTC trunks is enabled. If one is defined in System Configurator Call Switching > Managing Trunks that value overrides settings in this field. See Managing Trunks.
SIP Host Name	Obsolete as of version 1705. In versions prior to 1705: Name of the SIP host for client registration. When clients register, they set address as {clientaddress}@{[SIP Host Name]}. If there is only one SIP Bridge linked to the ETC module, the SIP Host Name is that SIP Bridge’s virtual unit IP address. If there are more than one SIP Bridge linked to ETC modules, define them for all those SIP Bridges with the variable Allow SIP Registration for Listed Hosts. Added in 1608.
CPaaS Keep-Alive Timeout	Define when the websocket connection times out if CTI Provider gets no messages (including a ping message) from the CPaaS CTI gateway. Added in 1802. Note: This variable is for Engagement Center hybrid systems only, not for Contact Center customers.
CPaaS Gateway Address	Address for the CPaaS CTI websocket gateway. Use http or https prefix for the address. Added in 1802. Note: This variable is for Engagement Center hybrid systems only, not for Contact Center customers.

IP Address of the Virtual Unit

Virtual IP address, for information only. Address cannot be changed as it is defined when the virtual unit is created.

Use Windows Authentication for Database Connections

Specify whether Windows authentication should be used for database connections. The selection is on by default, and we recommend using it. With Windows authentication, you can leave database password fields empty. If you de select the option, SQL logon is used, and you must enter database user name and password for each database connection, and they are saved in registry and log files as plain text.

Log File Directory of the Virtual Unit

Software running in the virtual unit uses this directory for their log files.

Agent Server Server Port

The default value is 21018.

Default Time Zone

Choose the default time zone from the list.

Agent Server Mode

Define if Agent Server is used in Phone User Mode, Administration Mode, or Dual Mode that enables both phone and administration usage. The default value is Dual Mode.

Agent Server -Specific Path for Voicemail Files

Leave empty to use the central location defined in System Configurator System Services > Voicemail Settings. If you save recordings on a local AS, enter proper UNC path, and make sure files are replicated to central location with File Replication Server.

Agent Server -Specific Path for Recorded Files

Leave empty to use the central location defined in System Configurator System Services > Recording Settings. If you save recordings on a local AS, enter proper UNC path, and make sure files are replicated to central location with File Replication Server.

Agent Server -Specific Path for Prompt Files

Leave empty to use the central location defined in System Configurator System Services > Prompt Settings. If you save recordings on a local AS, enter proper UNC path, and make sure files are replicated to central location with File Replication Server.

Product Documentation Website

The default value points to the documentation website because the local documentation package is not delivered with the software.

Configuration Database Server Address or Name