Connector widget configuration

Last Updated : Oct 13, 2023 |

The connector widget has configuration information stored on the widget location in the JSON format. The JSON file to change the configurations is <widget-deploy-location>/pom-connectorwidget/conf/properties.json.

For example, if widgets are deployed on POM Tomcat Application server, the default location of the properties.json file is /opt/AppServer/Tomct/apache-tomct-8.5/webapps/widgets/.

Note:

After making changes to any configurations in properties.json, you must restart the web container such as Tomcat on which widgets are deployed. Agents must log out and log in to POM Workspaces to notice the changes.

The parameters can be configured based on the requirement.

{
 "FORCE_LOGIN"                          : "false",
 "API_TIMEOUT"                          : "30",  
 "TRANSPORT"                            : "websocket",
 "FALLBACK_TRANSPORT"                   : "long-polling",
 "LOG_LEVEL"                            : "info",
 "POM_CON_RETRY_COUNT"                  : "3",
 "POM_REFRESH_TIMEOUT"                  : "15",
 "CALLBACK_DUE_IN_UTC"                  : "FALSE",
 "DISABLE_IS_IN_DO_NOT_CALL_LIST"       : "FALSE",
 "DISABLE_ADD_TO_DO_NOT_CALL_LIST"      : "FALSE",
 "USE_ELITE_NOT_READY_REASON_CODES"     : "TRUE",
 "AGENT_SCRIPT_FOR_SCREENPOP"           : "FALSE",
 "REPLACE_CHAR_FOR_SCREENPOP"           : "$",
 "PENDING_CALLBACK_TIMEOUT"             : "0",
 "MAX_CALLBACK_DAYS"                    : "-1",
 "TWENTY_FOUR_HOUR_CLOCK_FORMAT"        : "TRUE",
 "DISABLE_DTMF"                         : "FALSE",
 "DISABLE_NOTES"                        : "FALSE",
 "DISABLE_CALLBACK"                     : "FALSE",
 "DISABLE_CALLBACK_WIDGET_IN_PREVIEW:   : "FALSE"
 "WALK_AWAY_AGENT_CALLS_COUNT"          : "2",
 "SHOW_BLENDING_NOTIFICATIONS"          : "TRUE",
 "BLENDING_MODE"                        : "NOTIFY-CARD",
 "CONTACT_CARD_TITLE"                   : "$Title Predefined$ $Last Name$ $First Name$",
 "SHOW_DEFAULT_COMPLETION_CODE"         : "FALSE",
 "JOB_NOTIFICATIONS"                    : "TRUE",
 "SORT_COMPLETION_CODE"                 : "FALSE",
 "SORT_REASON_CODES"                    : "FALSE",
 "SHOW_DEFAULT_EXPIRY_TIME"             : "TRUE",
 "SHOW_EXTERNAL_NUMBER_IN_CALLBACK"     : "TRUE",
 "SHOW_FREEFORM_IN_CONSULT"             : "TRUE",
 "SHOW_FREEFORM_IN_PREVIEW"             : "TRUE",
 "SHOW_FREEFORM_IN_REDIAL"              : "TRUE",
 "MAINTAIN_CALLBACK_NOTES_HISTORY"      : "TRUE",
 "SHOW_WARNING_FOR_OVERRIDING_CALLBACK" : "FALSE",
 "MANUAL_BLEND"                         : "FALSE",
 "REVERSE_BUTTONS_IN_COMPRESSED"        : "TRUE",
 "SHOW_COMPLETION_CODE_IN_TALKING"      : "FALSE",
 "SORT_COMPLETION_CODE_ON"              : "codeID",
 "ENABLE_SEMI_AUTOMATION_FOR_MANUAL_CAMPAIGN": "TRUE",
 "DISPLAY_CONTACT_LIST_NAME"            : "FALSE",
 "CUSTOMER_DETAIL_WIDGET_TITLE          : "",
 "CUSTOMER_DETAIL_WIDGET_HEADING"       : "$Title Predefined$ $Last Name$ $First Name$",
"CUSTOM_COMPLETION_CODE"                :{"Default": "FALSE"},
"PREVIEW_DIAL_FAILED_NOTIFICATION"      : "info"
}

Attribute name

Description

FORCE_LOGIN

Controls the permissions to do a force login to POM every time while logging in. The default value of the attribute is FALSE.

The values are:

  • TRUE = The agent selects the Force login check box.

  • FALSE = The agent does not select the Force login check box. If the login attempt fails, the agent can select the Force login check box to do a force login to POM.

API_TIMEOUT

The number of seconds to wait for an API response from the POM server. If the server does not send a response within the stipulated time, the request times out.

The possible value of this attribute is any positive integer. The default value is 30 seconds.

TRANSPORT

Controls the socket connection type.

The values are:

  • websocket

  • long-polling

The default value is websocket.

FALLBACK_TRANSPORT

Controls the fallback socket connection type if the TRANSPORT connection type fails.

The values are:

  • websocket

  • long-polling

The default value is long-polling.

LOG_LEVEL

Controls the debug level of the widgets in the Browser Console.

The values are:

  • debug

  • info

  • warning

  • error

The default value is debug.

POM_CON_RETRY_COUNT

Controls the number of reconnect attempts to be made if there is a disconnect from the POM server.

Possible value is any positive integer. The default value is 3.

POM_REFRESH_TIMEOUT

Controls the number of reconnect attempts to be made if there is a disconnect from the POM server.

Possible value is any positive integer. The default value is 15.

CALLBACK_DUE_IN_UTC

Converts the Callback Due Time to local Agent Desktop Time. The default value is FALSE.

The values are:

  • TRUE = Callback Due Time is converted to Local Desktop Time of Agent.

  • FALSE = Callback Due Time is the time in which the POM server is currently located.

DISABLE_IS_IN_DO_NOT_CALL_LIST

Enables or disables the Is In DNC functionality. The default value is FALSE.

The values are:

  • TRUE = Is In DNC functionality is disabled.

  • FALSE = Is In DNC functionality is enabled.

DISABLE_ADD_TO_DO_NOT_CALL_LIST

Enables or disables the Add to DNC functionality. The default value is FALSE.

The values are:

  • TRUE = Add to DNC functionality is disabled.

  • FALSE = Add to DNC functionality is enabled.

USE_ELITE_NOT_READY_REASON_CODES

Determines whether to use the Elite Not Ready codes for Outbound or use the reason codes configured in the Not Ready Reason code file. The default value is TRUE.

AGENT_SCRIPT_FOR_SCREENPOP

Controls whether the Agent Script configured for the campaign is used for Screenpop in Agent Script widget. The parameters can be configured using the Replace character. Possible values are either TRUE or FALSE. The default value is FALSE.

REPLACE_CHAR_FOR_SCREENPOP

Determines whether to replace the customer field value. Any field enclosed in this character is replaced while reconstructing the Screenpop URL. For example, $First Name$ is replaced by the value of the First Name Attribute value. Possible value is any valis character. The default value is $.

PENDING_CALLBACK_TIMEOUT

Sets the time duration for which the Pending callback Card persists. The default value is zero.

The values are:

  • 0 = Pending Callback Card persists till callback expires or callback is successful.

  • any value > 0 = Pending Callback Card persists for the specified time only.

MAX_CALLBACK_DAYS

Controls the date selection in callback widget. Only these many days can be selected for Callback. If the value is –1 then no restriction is applied. Possible value is any integer >=-1. The default value is -1.

DISABLE_DTMF

Enables or disables DTMF functionality. The default value is FALSE.

The values are:

  • TRUE = DTMF functionality is disabled.

  • FALSE = DTMF functionality is enabled.

WALK_AWAY_AGENT_CALLS_COUNT

Controls the setting of the Agent state to walkaway. For example, if for two consecutive calls the agent is not pressing any buttons on the screen, then the agent is set to Not Ready with walkaway. Possible value is any integer >=1. The default value is 2.

TWENTY_FOUR_HOUR_CLOCK_FORMAT

Determines whether to show the callback start and expiry time in 24-hour or 12-hour format. Possible values are either TRUE or FALSE. The default value is TRUE.

SHOW_BLENDING_NOTIFICATIONS

Shows the blending notifications. The default value is TRUE.

The values are:

  • TRUE = Get inbound/outbound blending notifications.

  • FALSE = Do not get the notifications.

BLENDING_MODE

Controls the system behavior when Agent is blended to Inbound or Outbound.

The values are:

  • NOCARD = If the agent is released to inbound or outbound mode by the blending engine then there is no card displayed to the agent to switch the state if the Agent is in Not Ready State in the destination mode.

  • NOTIFY-CARD = A custom card is displayed to the agent with a button to switch to the destination Ready state if the agent is in the Not Ready state for the destination mode.

  • AUTO = Switches the agent states to READY automatically if not in the READY state.

The default value is NOTIFY-CARD.

CONTACT_CARD_TITLE

Controls any attribute of the Contact list to be displayed in the Contact card. Place the attribute name inside $ $ characters. For example, $Title Predefined$ $Last Name$ $First Name$. The possible value is any String, with a replaceable parameter name. The default value of this parameter is $Title Predefined$ $Last Name$ $First Name$".

SHOW_DEFAULT_COMPLETION_CODE

Determines whether to show or hide the default completion code in the completion code list used for wrap-up. Possible values are either TRUE or FALSE. The default value is FALSE.

JOB_NOTIFICATIONS

Determines whether to show or hide the job attached notification to the agent. Possible values are either TRUE or FALSE. The default value is TRUE.

SORT_COMPLETION_CODE

Determines whether to sort the completion code list in alphabetical order and display to the Agent as there is a limit to display only 20 codes in the UI. The rest of the codes can be searched. Possible values are either TRUE or FALSE. The default value is FALSE.

SORT_REASON_CODES

Determines whether to sort the Not Ready Reason codes list in alphabetical order and display to the Agent as there is a limit to display only 20 codes in the UI. The rest of the codes can be searched. Possible values are either TRUE or FALSE. The default value is FALSE.

SHOW_DEFAULT_EXPIRY_TIME

Determines whether to show or hide the Callback Expiry Time in the callback widget. Possible values are either TRUE or FALSE. The default value is TRUE.

SHOW_EXTERNAL_NUMBER_IN_CALLBACK

Determines whether to allow or restrict setting External Number in the callback widget. Possible values are either TRUE or FALSE. The default value is TRUE.

SHOW_FREEFORM_IN_CONSULT

Determines whether to show or hide the free-form number input for the consult operation in the outbound contact card. Possible values are either TRUE or FALSE. The default value is TRUE.

SHOW_FREEFORM_IN_PREVIEW

Determines whether to show or hide the free-form number input in case of Preview-Dial Operation in the outbound contact card. Possible values are either TRUE or FALSE. The default value is TRUE.

SHOW_FREEFORM_IN_REDIAL

Determines whether to show or hide the free-form number input in case of Redial Operation in the outbound contact card. Possible values are either TRUE or FALSE. The default value is TRUE.

SHOW_WARNING_FOR_OVERRIDING_CALLBACK

Determines whether all controls of callback tab in outbound tools widget should be disabled, after a callback is set for a particular POM contact. Select the override check box to override the existing callback. Possible values are either TRUE or FALSE. The default value is FALSE.

DISABLE_NOTES

Enable or disable the Agent Notes feature. The default value is FALSE.

The values are:

  • TRUE = Agent Notes functionality would be disabled.

  • FALSE = Agent Notes functionality would be enabled.

MAINTAIN_CALLBACK_NOTES_HISTORY

Determines whether callback notes history should be maintained while creating a callback. The default value is TRUE.

The values are:

  • TRUE = Callback notes history is maintained while creating a callback

  • FALSE = Callback notes history is not maintained while creating a callback

DISABLE_CALLBACK

Enable or disable the Callback feature. The default value is FALSE.

The values are:

  • TRUE = Callback functionality would be disabled.

  • FALSE = Callback functionality would be enabled.

DISABLE_CALLBACK_WIDGET_IN_PREVIEW
Enable or disable the Callback widget in preview feature. You can customize the feature using the following options:

  • 1: The feature is removed from the options. The parameter is removed from properties.json.

  • 2: The default value is set to FALSE. 
    "DISABLE_CALLBACK_WIDGET_IN_PREVIEW": "FALSE"
    3: The default value is set to TRUE. 
    "DISABLE_CALLBACK_WIDGET_IN_PREVIEW": "TRUE"
  • 4: The parameter is available but organization can be different than the organization of the logged-in agent. 
    DISABLE_CALLBACK_WIDGET_IN_PREVIEW": "org": "FALSE"
  • 5: The parameter is available and the organization remains the same as the organization of the logged-in agent. The value is set to TRUE. 
    "DISABLE_CALLBACK_WIDGET_IN_PREVIEW": "DEFAULT": "TRUE"
  • 6: The parameter is available and the organization remains the same as the organization of the logged-in agent. The value is set to FALSE. 
    "DISABLE_CALLBACK_WIDGET_IN_PREVIEW": "DEFAULT": "FALSE"

MANUAL_BLEND

Enable or disable the Manual Blend feature. The default value is FALSE.

The values are:

  • TRUE = The Manual Blend functionality is enabled.

  • FALSE = The Manual Blend functionality is disabled.

SHOW_COMPLETION_CODE_IN_TALKING

Enable or disable the Show Completion Code In Talking State feature. The default value is FALSE.

The values are:

  • TRUE: The Show Completion Code In Talking State feature is enabled.

  • FALSE: The Show Completion Code In Talking State feature is disabled.

ENABLE_SEMI_AUTOMATION_FOR_MANUAL_CAMPAIGN

Enable or disable the Semi Automation For Manual Campaign feature. The default value is TRUE.

The values are:

  • TRUE: The Semi Automation For Manual Campaign feature is enabled.

  • FALSE: The Semi Automation For Manual Campaign feature is disabled.

REVERSE_BUTTONS_IN_COMPRESSED

Use this parameter to enable Workspaces to control the positions of the buttons displayed in the Contact card.

You can use this parameter only if you use the compressed layout.

The default value of this parameter is TRUE.

TRUE = Workspaces displays the most frequently used buttons on the right on the Contact card.

FALSE = Workspaces displays the buttons as were displayed in the previous release.

CUSTOMER_DETAIL_WIDGET_TITLE

Use this parameter to configure customer details title of the customer detail widget.

The default value of this paramter is None.

Nothing is displayed in front of customer detail title.

  • $Campaign Name$ :Campaign name is displayed in front of customer detail title.

  • $Contact List Name$: Contact list name is displayed in front of customer detail title.

  • $Campaign Name$ $Contact List Name$: Campaign name and contact list name is displayed in front of customer card title.

You can also add separators in between the keywords like &, *, → , etc (i.e → $Campaign Name$ & $Contact List Name$ ).

CUSTOMER_DETAIL_WIDGET_HEADING
Use this parameter to configure customer details heading of the customer detail widget.

  • The default value of this parameter is $Title Predefined$ $Last Name$ $First Name$.In this case the first name and last name is displayed

  • $Title Predefined$ $Last Name$ $First Name$ $Campaign Name$: In this case campaign name is displayed in front of the first name and last name.

  • $Title Predefined$ $Last Name$ $First Name$ $Contact List Name$: In this case, the contact list name is displayed in front of first name and last name.

  • $Title Predefined$ $Last Name$ $First Name$ $Campaign Name$ $Contact List Name: In this case, campaign name and contact list name is displayed in front of first name and last name.

Note:

You can remove the title, first name and last name to display only campaign name or contact list name in heading.

You can add separators in between the keywords like &, *, → , etc (i.e → $Campaign Name$ & $Contact List Name$ ).

DISPLAY_CONTACT_LIST_NAME

This parameter is used for configuring whether to display contact list name or campaign name on customer card leg title.

The default value for this parameter is FALSE which means campaign name is displayed by default.

SORT_COMPLETION_CODE_ON

This parameter works only work if the existing "SORT_COMPLETION_CODE" flag is set to "TRUE". The possible values are codeID , and codeValue. The default value is codeID.

When SORT_COMPLETION_CODE is enabled the Default sorting will be performed on completion code Id (codeID). And if Completion Code Name (codeValue) is configured for SORT_COMPLETION_CODE_ON parameter, then it will follow Alphanumeric Sorting.

CUSTOM_COMPLETION_CODE

This parameter enables or disables the Completion code selection button on the custom card in POM widgets.

You can set two values for this parameter as follows:

TRUE = To disable the Completion code selection button.

FALSE = To enable the Completion code selection button.

The default value of this parameter is set to FALSE.

Even if you set the CUSTOM_COMPLETION_CODE to FALSE, an agent can still use the custom widget to select the custom completion codes and release the line.

You can specify the organization for which you want to enable or disable the Completion code selection button.

For example,

"CUSTOM_COMPLETION_CODE": {
"Default": "FALSE",

"Org1": "TRUE", "Org2": "TRUE", "Org3": "TRUE"
}

By default, the flag is disabled for the Default organization.

Only the Default organization is present in the widget configuration file. This means the completion code selection button is available in the custom card only for the Default organization.

You cannot set a value for this parameter if the campaign is running in the Preview or Dialing or Callback state.

Third party widgets can set the completion code by using the following API:

POMCONNECTORWIDGET.setCustomCompletionCodeAndReleaseLine( Completion code, Line Release)

If a client invokes this API with the line release flag set to "Yes" , POM automatically releases the line and puts the Agent in wrap-up.

PREVIEW_DIAL_FAILED_NOTIFICATION

Controls the severity of the Dial Failed notification displayed on Workspaces. The default value of this attribute is set to INFO.

The possible values are:

  • INFO = displays the notification as an information message.

  • ERROR = displays the notification as an error message. You can set this value to ensure backward compatibility.