System 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.
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 filesxivoxc.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:
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
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