Scripter Engine Configuration
Softdial Scripter™ has a built-in HTTP server in the Engine service, which means that it doesn't require WebScripter / IIS. The browser sends and receives data directly from the engine service.
- On Windows Server 2003 or 2008 (the preferred platform), Scripter Engine's HTTP server can run side-by-side with IIS 6/7 both using port 80.
- On WinXp, if using IIS 5.0, you will either have to stop IIS so that Scripter Engine can use port 80, or reconfigure either IIS or Scripter Engineto use a different port.
Registry settings
The Softdial Contact Center™ installer will register 1 service per tenant and set the following registry keys under:
- (for 32bit OS) HKLM\Software\Sytel\SCR2\<tenant name>
- (for 64bit OS) HKLM\Software\Wow6432Node\Sytel\SCR2\<tenant name>
where <tenant name> is the tenant id used in Softdial CallGem™.
| Key | Type | Version notes | Example |
|---|---|---|---|
| Description | |||
| CalendarMode | REG_DWORD | From V10.6.583 | 1 |
|
This setting affects the behaviour of the DateTimeEditor control (due to a change in the Microsoft Calendar control on which this control is based). |
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| DebugMode | REG_DWORD | from V10.6.322 | 0 |
| Enables debug mode. When in debug mode Softdial Scripter™ writes additional information to the log file with the values of input and output parameters for each step executed during the script. 0 - debug is off 1 - debug is on |
|||
| DialerServerPort | REG_DWORD | 6502 | |
| The network port number for the dialer service | |||
| DialerServiceName | REG_SZ | localhost | |
| The machine name or IP address of the server where Softdial CallGem™ is installed | |||
| EnableScriptCheckerSemaphore | REG_DWORD | 1 | |
| From V10.6. 869 - For customers with a single instance of Scripter who run without SYSTEM priveleges, this provides a means to disable semaphore-based access to the script checker, by setting the value to 0. | |||
| ListenPort | REG_DWORD | 26565 | |
| The installer will calculate this number based on adding 20000 to the specified CM server port for the tenant. So typically, the engine service for the default tenant will be 6565+20000 = 26565. This port is used for legacy reasons and only used for the engine to communicate with itself |
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| LogFilePath | REG_SZ | E:\logs\SCR2 | |
| The directory path where scripter will create logs. This is a shared configuration setting for the logfile path (in ...Sytel\SCR2). |
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| LogoutTimeout | REG_DWORD | from V10.6.325 | 30 |
| Enables automatic logout for agents in the 'Accept Calls' page. If a timeout is set Scripter automatically logs out agents after timeout expires. 0 - disables this feature <any other value> - sets the timeout in seconds The default value is 60 seconds |
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| RedirectOnLogout | REG_SZ | From 10.6.371 | |
| Used to specify the URL that the browser should be redirected to when an agent logs out of Scripter Client. The default setting is <empty> in which case the browser remains on the Scripter Login page |
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| ServerUri | REG_SZ | http://+:80/scripter/<tenant name> | |
| The + means 'listen on all IP addresses associated with the machine's network cards' | |||
| ShowUnavailable | REG_DWORD | 1 | |
|
The time that the agent was in the 'unavailable' state is |
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Manual registration
To register a service for a tenant manually, use the following from the command line:
- scripterengine.exe install <tenant name>
- scripterengine.exe remove <tenant name>
After you have configured, run the service as usual and open a browser with http://<server name>/scripter/<tenant name>/ and you should see the login screen
config.xml
From V10.5 - the Scripter Engine config.xml file is located in the C:\softdial\scripter2\engine\<tenant>\Scripts directory for the tenant. (where C is the installation root drive).
The <campaigns> section of config.xml maps campaigns, queues, agent types and scripts.
The standard default configuration file that is installed with Softdial Scripter™ (V10.5) is shown below:
Show default config.xml
<?xml version="1.0" encoding="utf-8"?>
<scripterConfig version="1.0" >
<!-- This configuration file is for a specific Scripter Engine tenant. -->
<localization>
<languageCode>en</languageCode>
</localization>
<campaigns>
<!-- A demonstration script. Remove before live operation. -->
<campaign name="Mobiles" queue=" agentType="Live" script="HOTEL demo" />
<!-- example entry for an inbound campaign with a queue -->
<!-- <campaign name="Inbound1" queue="10000" agentType="Live" script="HOTEL demo" /> -->
<!-- Console Administration script. -->
<campaign name="Administrator" queue=" agentType="Live" script="sdConsole" />
<!-- system campaign script. -->
<!-- <campaign name="system" queue=" agentType="Live" script="system" /> -->
<!-- Start SYSTEM USE. -->
<!-- Do not modify the following entries unless following advice.-->
<campaign name="_sysLogin" queue="agentType="Live" script="_sysLogin" />
<campaign name="_sysPreview" queue="agentType="Live" script="_sysPreview" />
<campaign name="_sysProgressive" queue="agentType="Live" script="_sysProgressive" />
<campaign name="_sysDefaultIvr" queue="agentType="Virtual" script="_sysDefaultIvrAgentScript" />
<campaign name="_sysDefaultLive" queue="agentType="Live" script="_sysDefaultLiveAgentScript" />
<campaign name="_sysAdhocCallAgentScript"queue=" agentType="Live" script="_sysAdhocCallAgentScript" />
<!-- End SYSTEM USE. -->
</campaigns>
<campaignOptions>
<!-- Options for a demonstration script. Remove before live operation. -->
<campaignOption name="Mobiles" adhocCalls="false"></campaignOption>
</campaignOptions>
</scripterConfig>
Configuring agent permissions
From Version 10.5.218 / 10.6.54 - the campaigns to which an agent has access may be configured by the administrator. This configuration is not defined in the config.xml file but in a separate Permissions.xml file that is located in the same Scripts folder as the config.xml file. See Agent Permissions.
Guidance for previous versions
This section will only be of interest to users upgrading from earlier versions (pre V10.5)
From V10.2 - configuration format change
The Scripter Engine configuration format has changed from being <agent> based to <campaign> based. This simplifies the configuration process and reduces the effort required to configure a new campaign and agents.
From V10.2 - new configuration - campaign based
<campaign name="Mobiles" script="HOTEL demo" agenttype="Live" queue=" />
Pre V10.2 - old configuration - agent based
<agent name="Jolene" available="false" script="HOTEL demo/HOTEL demo.xml" campaign="Mobiles" extension=" description="Jolene Joplin" agenttype="Live" />
More details
- Configuration based on matching [campaign, queue, agent type] to script folder name.
- All scripts must be called Start.xml.
- On screen pop, agent will run the script that matches [campaign, queue, agent type].
- If no matching [campaign, queue, agent type] is found it will fall back to [campaign, agent type]
- If no matches, will fall back to default script for an agent type.
- Agent Description
- Live agent - is the same as agent name (used to be taken from config.xml agent entry)
- Virtual agent - is taken from Softdial Scheduler (no change from previous versions)
- Agent Extension
- Live agent - is taken from the login screen (no change from previous versions)
- Virtual agent - taken from Softdial Scheduler (used to be from config.xml agent entry)
- Agents of the same type (Live, Virtual) all run the same script version.
- New error message when agent logs in and there are no campaign configuration entries that match running campaigns.
- scriptName attribute removed from scripterConfig element.
System script changes
System scripts are stored directly in the \engine\<tenant>\Scripts directory for the tenant (not the engine\<tenant>\Scripts\__system__ subdirectory).
| Change from | Change to |
|---|---|
| \Scripts\__system__\DefaultIvrAgentScript | \Scripts\_sysDefaultIvrAgentScript |
| \Scripts\__system__\DefaultLiveAgentScript | \Scripts\_sysDefaultLiveAgentScript |
| \Scripts\__system__\Login | \Scripts\_sysLogin |
| \Scripts\__system__\Login\CampaignLogin.xml | \Scripts\_sysLogin\Start.xml |
| \Scripts\__system__\Preview | \Scripts\_sysPreview |
| \Scripts\__system__\Preview\Preview.xml | \Scripts\_sysPreview\Start.xml |
| \Scripts\__system__\Progressive | \Scripts\_sysProgressive |
| \Scripts\__system__\Progressive\Progressive.xml | \Scripts\_sysProgressive\Start.xml |
From V10.1.0.50 - Additional external dependencies
Expect Agent Connect [AC] message with Group Address (GA) parameter to match queue identity in the campaign configuration.
Scheduler and IVR Integration
Scripter engine behaviour:
- login virtual agents by listening to Agent Data [AZ] events and looking for a configuration entry that matches campaign name and virtual agent type.
- following log-in of virtual agent, will always make agent available
Pre V10.2 - config.xml
The Scripter Engine config.xml file is located in the folder ..\Scripter Engine\Scripts.
The file is used to configure tenant localisation (language) and campaigns in terms of:
- campaign names
- agent types (Live or IVR)
- script names
Show example config.xml
<?xml version="1.0" encoding="utf-8" ?>
<scripterConfig xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" scriptName="Sample Configuration">
<!-- This configuration file is for a specific Scripter Engine tenant.-->
<localization>
<languageCode>en</languageCode>
</localization>
<agents>
<!-- A demonstration script. Remove before live operation. -->
<agent name="Jolene" description="Jolene Joplin" extension=" campaign="Mobiles" script="HOTEL demo/HOTEL demo.xml" available="false" agentType="Live" />
<!-- agent name="Jolene" description="Jolene Joplin" extension=" campaign="inbound1" script="inbound1/start.xml" available="false" agentType="Live" / -->
<!-- agent name="IVRAUTO1" description=" extension="9000" campaign="inbound1" script="ivrtest/start.xml" available="true" agentType="Virtual" /-->
<!-- FOR SYSTEM USE. Do not modify the following entries unless following advice. -->
<agent name="__login__" extension="123456789" campaign="__system__" script="__system__/Login/CampaignLogin.xml" available="false" />
<agent name="__preview__" extension="123456789" campaign="__system__" script="__system__/Preview/Preview.xml" available="false" />
<agent name="__progressive__" extension="123456789" campaign="__system__" script="__system__/Progressive/Progressive.xml" available="false" />
<agent name="__default__" extension="123456789" campaign="__system__" script="__system__/DefaultLiveAgentScript/Start.xml" available="false" />
<agent name="__default__" extension="123456789" campaign="__system__" script="__system__/DefaultIvrAgentScript/Start.xml" available="false" />
</agents>
</scripterConfig>
Rules for the agent elements
- There must be only one unique [agent name + campaign] entry. This allows for multiple agent entries, one for each campaign.
- The tenant attribute is no longer used, as this should be configured through service / registry.
- The description attribute is used for Live agents. If it is not specified or is blank, the name will be used for the description.
- The extension attribute is used for Virtual agents and is not necessary for Live agents.
- If agentType is missing, Live is assumed.
- The available attribute specifies whether to make the agent available, i.e. take calls, on a campaign.
- For a Live agent, this is usually set to false, as the agent will decide when to take calls.
- For a Virtual agent, this is usually set to true, except for the system campaign, where it should be set to false.