System Configuration

• SSO
  • Kerberos Authentication
• Auth Delegation
  • Login Timeout Configuration
  • LDAP Authentication
  • CAS Authentication
  • OpenID Connect (OIDC) Authentication

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.

You need to include in the docker-xivocc.yml file a link to a specific configuration file by adding in xuc section a specific volume and an environment variable to specify the alternate config file location

xuc:
  image: ...

  environment:
  - ...
  - CONFIG_FILE=/conf/xuc.conf

  volumes:
  - /etc/docker/xuc:/conf

Edit in /etc/docker/xuc/ folder a configuration file named xuc.conf to disable the xivo based authentication:

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.

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:

1. Add an environment variable in an override file: for example /etc/docker/compose/50-xucmgt.override.yml:

version: "3.7"

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

2. Create an override file, for example /etc/docker/xucmgt/xucmgt.conf, and add your custom variables in the client section:

include "application.conf"

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

You can also have 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