Configuring the config.properties file of Self-Service Application

Last Updated : Jun 03, 2019 |

About this task

Use this procedure to configure the config.properties file of Self-Service Application (SSA) after deploying SSA on the Experience Portal application server.

Procedure

  1. Log in to the server as sroot.
  2. Edit the config.properties file by typing vi /opt/AppServer/tomcat/webapps/WorkAssignmentSelfService/config/config.properties.
  3. In the config.properties file, do the following:
    1. Optional In the SpecifiedResource section, add the details of resources in the following format:

      SpecifiedResource=<NativeResourceId>@<SourceName>

      For example, SpecifiedResource=8551007@CM41155, 8551008@CM41156, 8551009@CM41157.

      <NativeResourceId> specifies the Native Resource ID of the agent and <SourceName> specifies the Voice provider name to which the agent is associated. To get the Voice provider name, you must log on to Avaya Control Manager and access the Providers tab on the Avaya Oceana Server Edit page.

      Note:

      Add the details of resources in this file only if you use the Specified (Required or Preferred) Resource or Coverage feature.

    2. Define appropriate values for the following attributes to test queueing to multiple services:

      • Language

      • Location

      • Channel

      • Priority

    3. Define appropriate values for the following parameters:

      • PriorityCustomer — you can change this to a different number as required for your solution. If a caller enters this number while receiving front-end self-service treatment, the call is treated as a priority call. The agent hears an audible priority tone when the call routes to them.

      • Topic — use this parameter to tag a contact with a descriptive topic.

      • AccountType — use this parameter to denote the type of account. For example, “SUBSCRIPTION_ID” or “ACCOUNT_ID”.

      • CRMIdentifier — use this parameter to supply a reference to an external CRM system.

    4. For the CustomerAPI parameter, do the following:

      • For a Voice and Multimedia deployment of Avaya Oceana®, keep the default value true.

        When you keep the default value true, Self-Service Application fetches the CustomerId from the Cache database using OCPDataServices. Self-Service Application then updates the CustomerId in Context Store, so that Customer Journey displays the current interaction and all previous interactions across all channels.

      • For a Voice-only deployment of Avaya Oceana®, set the value to false.

        When you set the value to false, Customer Journey only displays the current interaction and does not display previous interactions.

      Note:

      Ensure that you review the config.properties file and customize it for your environment. However, for basic sanity checks, you can use the file in its default state.

  4. Save the file.