The Server tab has four groups: Server, Defaults, General and Auto Reports.
Server
For display only: how many agents are Logged on and how many there are in total (Total agents), when the server was started, its Version and the databases it works with — the configuration database and the Monitoring Database with tickets and conversations, each with its database server.
Defaults
| Setting | Effect | Default |
|---|---|---|
| Max Private Queue Time | If an agent transfers a conversation specifically to a colleague, it waits in that colleague’s private queue. After this time, it goes to all responsible agents; the attached data notes Returns from private queue. 00:00:00 means unlimited. | 00:00:00 |
| Ticket Tag | the prefix in front of every ticket number, e.g. “MYCC1234”. It appears in the subject of every reply; myContactCenter uses it to assign incoming emails to their ticket. | MYCC |
| Email preview size | how many characters of an email, fax or chat the tickets show as a preview | 80 |
| Path for storing recordings | the folder for recordings and voicemails, e.g. a network share. If empty, the files stay on the computer of the Routing Service. | empty |
The Routing Services record as WAV files: recordings as REC-‹ID›.wav,
voicemails as VM-‹ID›.wav. They first save them locally and then move the
file to the folder entered. If several Routing Services are working, the
folder must be reachable for all of them and writable for their service
account.
General
| Setting | Effect |
|---|---|
| AI Key | access to Microsoft Azure for speech synthesis, speech recognition, translation and transcription. You receive it in encrypted form from ilogixx; the field rejects any other input with Invalid key. A new key only takes effect once the server and the Routing Services have been restarted. |
| Admin error inform time, Admin warning inform time, Admin info inform time | how often recurring error messages from the server are sent to the administrators again at most, per severity. 00:00:00 turns off the messages of this severity. Default twelve hours each. See Error messages of the server. |
Without an AI key, transcription, speech recognition in the flow and announcements from text are not available; the information area then reports Azure AI is not configured.
Automatic reports
Reports that are created automatically according to a calendar are sent by the server by email and also stored as files — see Automatic reports:
| Setting | Effect |
|---|---|
| Export File Name Template | what the files are called. A right-click inserts placeholders, see below. |
| Path to store reports | the folder on the server, also a network share. If it does not exist, the server creates it. If empty, the server does not store any files. |
| Use subfolders for reports | creates a subfolder named after each report |
| Show deleted values in report filters | The filters of the reports also offer deleted skills and languages. |
| Placeholder | is replaced by |
|---|---|
%TIME% |
the time of the export |
%REPORTNAME%, %REPORTID% |
the name and the ID of the report |
%REPORTSTARTTIME%, %REPORTENDTIME% |
start and end of the reporting period |
%REPORTRENDERTIME% |
how long the report took to calculate |
%SERVERNAME% |
the computer name of the server |
Besides the placeholders, letters, digits, spaces and _ - . ( ) are
allowed. The extension follows from the format of the report. An example
template: %REPORTNAME%_%REPORTSTARTTIME%.
The server does not overwrite a file that already exists. If storing fails, administrators and supervisors receive the message Error while saving report to file store.