System Configuration

Configuration Override 

Our dockerized scala applications working with an application.conf file can have some of their variables overriden by providing the adequate configuration. You have to :

define a custom .conf file with the extra configuration you want
define a .override.yml in /etc/docker/compose file to mount the conf file within the docker container, having specifically:

the CONFIG_FILE environment variable with the location of the new conf file within the container

a volume mounting your local .conf file to the appropriate location in the container

XucMgt Configuration Override 

Define or complete an .override.yml file like /etc/docker/compose/50-xucmgt.override.yml:

services:
  xucmgt:
    environment:
    - CONFIG_FILE=/opt/docker/conf/custom/xucmgt.conf
    volumes:
    - /etc/docker/xucmgt:/opt/docker/conf/custom

Create the mounted override conf file, /etc/docker/xucmgt/xucmgt.conf in the example, and add your custom configuration:
```
include "application.conf"

# Put here the custom configuration
```

Xuc Server Configuration Override 

Define or complete an .override.yml file like /etc/docker/compose/66-xuc.override.yml:

services:
  xucserver:
    environment:
    - CONFIG_FILE=/opt/docker/conf/custom/xuc.conf
    volumes:
    - /etc/docker/xuc:/opt/docker/conf/custom

Create the mounted override conf file, /etc/docker/xuc/xuc.conf in the example, and add your custom configuration:
```
include "application.conf"

# Put here the custom configuration
```

Disabling XiVO based authentication 

If you configured another kind of authentication, like Login Timeout Configuration or Kerberos Authentication for example, you can enforce this authentication mechanism by preventing fall back on the XiVO authentication mechanism. In order to achieve that, you need to perform the following configuration.

Override the configuration as explained in Configuration Override for xuc

In the custom application.conf file created, add this:

include "application.conf"

authentication {
   xivo = ""
}

Recreate the containers according to the new configuration : xivocc-dcomp up -d

Nginx path distribution 

XiVO CC services can be installed on separate servers, but they can be opened through nginx as if they were running on the same server:

Service	URL	Target URL (should not be used)
Fingerboard	https://XUC_HOST/fingerboard	http://XUC_HOST/
UC Assistant	https://XUC_HOST/	http://XUC_HOST/
CC Agent	https://XUC_HOST/ccagent	http://XUC_HOST:8070/ccagent
CC Manager	https://XUC_HOST/ccmanager	http://XUC_HOST:8070/ccmanager
Config Mgt	https://XUC_HOST/configmgt	http://XIVO_HOST:9100/configmgt
Kibana	https://XUC_HOST/kibana	http://XUC_HOST/kibana
Recording	https://XUC_HOST/recording	http://RECORDING_SERVER_HOST:RECORDING_SERVER_PORT/recording
SpagoBI	https://XUC_HOST/SpagoBI	http://REPORTING_HOST:9500/SpagoBI

ACD Outgoing Calls For Call Blending 

Use the following only if you want to use “Least Recent” call distribution strategy and that outbound agent calls have to be taken into account by the distribution strategy.

By default, when your agents process incoming and outgoing calls, the call distribution will not take into account agents which are in outgoing calls in the least recent call strategy and at the end of an outgoing call there is no wrapup. So an agent can be distributed just after an outgoing calls even if another agent is free for a longer time, because the outgoing call is not taken into account by the distribution strategy.

You will find below how to improve that.

XiVO-CC agent can make outgoing calls through an outgoing queue. This brings the statistics and supervision visualization for outgoing ACD calls. However, some special configuration steps are required. The outgoing calls must be dialed from CC Agent application to use this feature.

How Does it Work ?

Pre-condition:
- create a queue whose name starts with out
- agent uses CC Agent application
Then, as soon as an agent (using CC Agent application) dials a number with more digits than xuc.outboundLength, then
- the call is routed to the agent via the outbound queue
- therefore its queue statistics will be updated

Note

The xuc.outboundLength default value is 6. You can customize this value by creating a custom application.conf file and changing the xuc.outboundLength value (see Configuration Override for xuc).

Configuration Steps 

You need to create an outgoing queue with
- in tab General:
  - Name: starting with ‘out’, e.g. outbound,
  - Number: some number
  - Music On-Hold: None
  - Preprocess subroutine: xuc_outcall_acd
- in tab Application:
  - Ringing Time: 0
  - Ring instead of On-Hold music: activated
Agent will have to be logged on this queue

How to check correct configuration 

Check if agent is logged in the outbound queue:

jyl-rennes*CLI> queue show outbound
outbound has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
Members:
  Agent/2500 (Local/id-19@agentcallback from SIP/ihvbur) (ringinuse disabled) (dynamic) (Not in use) (skills: agent-19) has taken no calls yet
No Callers

Check the skills attached to the agent by displaying it’s agent group:

jyl-rennes*CLI> queue show skills groups agent-19
Skill group 'agent-19':
  - agent_19       : 100
  - agent_no_2500  : 100
  - genagent       : 100

If the agent dials an outbound call of more than 6 digits (default) you should see the internal queue statistics updated. The agent’s state should be “(in call)” for ongoing call and when the call ends, the number of taken calls should be incremented:

jyl-rennes*CLI> queue show outbound
outbound has 0 calls (max unlimited) in 'ringall' strategy (0s holdtime, 34s talktime), W:0, C:1, A:0, SL:100.0% within 0s
   Members:
      Agent/2500 (Local/id-19@agentcallback from SIP/ihvbur) (ringinuse disabled) (dynamic) (Not in use) (skills: agent-19) has taken 1 calls (last was 1 secs ago)
   No Callers

Once done, calls requested by an agent through the Cti.js with more than 6 digits are routed via the outgoing queue. You can change the number of digits using the parameter xuc.outboundLength in the XuC’s configuration.

Allowing xuc user to login to API or Applications 

By default, the ‘xuc’ user can only be used internaly by the xucserver to connect to the xivo. We strongly advise you shouldn’t change this behavior but if you need to enable it, you can do it by setting the following variable in the custom.env file of your xivocc server.

AUTH_PREVENT_XUC_LOGIN=false

Install trusted certificate for nginx 

To install a trusted certificate for the nginx reverse proxy instead of the self signed certificate, follow the following instructions:

in directory /etc/docker/nginx/ssl replace content of files
- xivoxc.crt,
- xivoxc.csr,
- xivoxc.key while keeping filenames unchanged
reload nginx container by command:
```
xivocc-dcomp reload nginx
```
you should then check that the certificate chain is complete (especially for the XiVO Mobile Assistant) - see What is a complete certificate chain.

What is a complete certificate chain 

You can check the server certificate chain by using the following web site https://www.ssllabs.com/ssltest/analyze.html which will warn you if there is an error with the certificate (Chain issues - Incomplete).

When a client application (browser or mobile application) checks a certificate for a web site, it checks the received certificate is issued by a known certificate authority and matches the web site domain name. But sometimes, the certificate is not issued by a root certificate authority but by an intermediate authority.

Here is an example of a such a certificate chain:

GeoTrust Global CA
|--> RapidSSL SHA256 - CA - G3
     |--> *.company.com

The possible problem here is that even if the browser knows the root authority, it is unaware of the intermediate one. The solution is to create a bundle of the complete certificate chain by concatenating the certificates of all parties (root, intermediate & site). Please see http://nginx.org/en/docs/http/configuring_https_servers.html#chains for more information.

Mobile Assitant 

If using an HTTPS connection for the XiVO Mobile Assistant, you must use a trusted certificate with a complete certification chain, see Install trusted certificate for nginx.

Additional Configuration 

If you want to expose custom variable by key for your config you can follow these steps:

Override the configuration as explained in Configuration Override for xucmgt

In this custom application.conf

add your custom variables:

include "application.conf"

client {
  custom_variable1 = "your_custom_value_1"
  custom_variable2 = "your_custom_value_2"
  # Add more custom variables as needed
}

xucmgt supports nested path for you conf like :

include "application.conf"

client {
  custom_nested {
    variable1 = "your_custom_value_1"
    variable2 = "your_custom_value_2"
  }
  custom_variable3 = "your_custom_value_3"
  # Add more custom variables as needed
}

You can acces this value with curl request like this :

curl https://XIVOCC_IP/conf/custom_nested/variable1