Trigger Rules Configured in QMS

Trigger rules can be configured in QMS instead of in the Connector’s configuration file: in General Settings, Connector Trigger Rules, shown once a Cisco product is chosen under Contact Center Integration (see Contact Center Integration). Changes are saved at once and reach the Connector within one configuration poll, with no restart and no file to edit.

  • A rule names an event and one of that event’s parameters. The value is written to the flag named after the parameter: CallVariable1 to the flag CallVariable1, and the ECC variable user.CustomerAccountReference01 to CustomerAcctRef01.

  • The parameters offered are the ones the Connector publishes: each parameter it can parse for the product and protocol version, and each ECC variable it has seen on a call. A parameter the product never sends is not offered. The Connector publishes when its CTI session opens and when it first sees a new ECC variable, so the list stays empty until it has connected once.

  • QMS creates a system flag for each offered parameter, or uses an existing system flag of the same name. A flag is left out of Search results columns and media exports until an enabled rule uses it.

  • Rules are enabled, disabled and deleted in place. To change one, delete it and add it again.

Flag names

A flag name has at most 20 characters. The parameter’s name is used as it is when it fits, and ECC variables lose their user. prefix. A longer name is shortened, first by abbreviating Connection to Conn, Device to Dev, Account to Acct, Reference to Ref and Disposition to Dispo, then by truncating while keeping any trailing digits. A parameter that cannot be given a flag is shown as unavailable, with the reason. IID, IID-Timestamp, AgentFlagged, AgentID and AgentName are reserved and never used.

Markers in the rules list

custom flag

The rule writes to a flag other than the parameter’s own, as a rule created by hand before this release may. It can be enabled, disabled and deleted, but not created in the page.

flag missing

The rule’s flag no longer exists. The Connector skips the rule and logs an error.

not offered by the connector

The Connector no longer publishes the parameter.

Tenants

On a multi-tenant system, a rule applies to one tenant or to all tenants. The provider manages the all-tenants rules, and a tenant’s rules by switching to that tenant. A tenant administrator manages that tenant’s rules, and sees the all-tenants rules read-only. The Connector applies a rule to a call when the rule applies to the tenant of the call’s QMS user; a user without a tenant gets only the all-tenants rules.

The configuration poll

CiscoUCCEConnectorService.ConnectorConfigPollIntervalSeconds sets how often the Connector checks QMS for a changed rule set or product: 5 to 300 seconds, default 15. A value of 0 disables the poll, leaving the FlagTrigger rules as the only source. The check is a single-row read; the rules are pulled only when they have changed.

<add key="CiscoUCCEConnectorService.ConnectorConfigPollIntervalSeconds" value="15" />

When a pulled rule names a flag the Connector does not know, or knows under a different ID, it re-reads the system flags at once rather than waiting for UpdateQMSDataIntervalMinutes. This covers the flags QMS creates after the Connector has started.