Guide for Systems Administrators

Reporting Configuration

The Softdial Reporter™ 5 client by default uses services local to the web server, but each facility may point to a service on a different machine, as follows.

Configuration should done in <SccWebServer>\www\softdial\ReporterV\index.php, around line 29.

Purpose Entry Default
For storing user's preferences and dashboard configurations storageUrl '/softdial/' + Scc.session.tenant +'/storage/storage/1.0/'
For retrieving reporting data backendUrl '/softdial/' + Scc.session.tenant +'/storage/reports/1.0/'
For user authentication authUrl '/softdial/phpconsole/index.php'

Scc.session.tenant is the auto-generated tenant name from the user login. This should not be edited.

To point to a service on a different machine, simply prepend http://<machineNameOrIP> to the relevant path, e.g.

backendUrl: 'http://myTestServer/softdial/' + Scc.session.tenant + '/reporter/reports/1.0/'

Save the file. The new path will be used

  • for storageUrl and backendUrl - when the dashboard reloads
  • for authUrl - when the user next logs in

The Softdial Reporter™ 5 server may be configured, and new tenants provisioned, as detailed below.

Softdial Reporter™ 5 installation components (pre-configured by default) are:

  • RVAggregator
  • RVStorage
  • RVReports

Softdial Reporter™ 5 Installer

Fig. 1 - Softdial Reporter™ 5 Installer

[Softdial]\RVAggregator\default\RVAggregator.exe.config

where [Softdial] is the installed directory for SCC.

<?xml version="1.0" encoding="utf-8"?>
<configuration>
  <startup>
    <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.5.1" />
  </startup>

<!-- ******* Logging levels *********** -->
<!-- (leave at 3,3,0 under normal operation). Please do not change unless instructed to by your support team -->
  <system.diagnostics>
    <switches>
      <add name="Trace" value="3" />
      <add name="Debug" value="3" />
      <add name="Instrument" value="0" />
    </switches>
  </system.diagnostics>

<!-- ******* Configuration *********** -->
  <appSettings>
    <add key="callgem.port" value="6500" />
    <add key="callgem.noActivitySeconds" value="120" />
    <add key="mongodb.port" value="27017" />
    <add key="mongodb.database.prefix" value="RVData" />
    <add key="mongodb.ConMaxPoolSize" value="50" />
    <add key="ClientSettingsProvider.ServiceUri" value="" />
    <add key="SessionDetailsLog.Enabled" value="true" />
    <add key="ProduceDelta.Enabled" value="true" />
    <add key="DeleteStatus.Enabled" value="true" />
    <add key="SDMPSequence.Enabled" value="false" />
    <add key="Project.Enabled" value="false" />
    <add key="UseNewRepoAPI" value="true" />
    <add key="mongodb.WaitQueueSize" value="5000" />
    <add key="mongodb.HeartbeatIntervalSeconds" value="30" />
    <add key="mongodb.HeartbeatTimeoutSeconds" value="60" />
    <add key="mongodb.MaxConnectionLifeTimeDays" value="3650" />
    <add key="mongodb.ConMinPoolSize" value="1" />
    <add key="mongodb.SocketTimeoutSeconds" value="600" />
    <add key="mongodb.MongoLogEnabled" value="false" />
    <!-- To stop writing any activity to the database, set to "false". Agent desktop and Reporter can still use in-memory live data for dashboards -->
    <add key="mongodb.EnableWriting" value="true" />
    <add key="AgentGroupLevelStatusView" value="false" />

    <!-- From V10.7.1527 - To re-process data from transaction logs to mongoDB -->
    <add key="ReprocessDataToMongoDB" value="false"/>
    <!-- List of tenants to reprocess. Delimited by ',' e.g. "default,tenant1" -->
    <add key="TenantsToReprocess" value=""/>
    <!-- List of enumerates to reprocess. Delimited by ',' e.g. "AZ,MZ,CZ" -->
    <add key="EnumerateDataToReprocess" value=""/>
    <!-- Either the path where *.TransactionLog files are, or the full path (C:\\TransactionLogs\\) of the only file with the transactions (C:\\logs.txt) -->
    <add key="Path" value=""/>

  </appSettings>
  <runtime>
    <assemblyBinding xmlns="urn:schemas-microsoft-com:asm.v1">
      <dependentAssembly>
        <assemblyIdentity name="MongoDB.Bson" publicKeyToken="f686731cfb9cc103" culture="neutral" />
        <bindingRedirect oldVersion="0.0.0.0-1.9.2.235" newVersion="1.9.2.235" />
      </dependentAssembly>
      <dependentAssembly>
        <assemblyIdentity name="FSharp.Core" publicKeyToken="b03f5f7f11d50a3a" culture="neutral" />
        <bindingRedirect oldVersion="0.0.0.0-4.3.1.0" newVersion="4.3.1.0" />
      </dependentAssembly>
    </assemblyBinding>
  </runtime>
  <system.web>
    <membership defaultProvider="ClientAuthenticationMembershipProvider">
      <providers>
      <add name="ClientAuthenticationMembershipProvider" type="System.Web.ClientServices.Providers.ClientFormsAuthenticationMembershipProvider,
    System.Web.Extensions, Version=4.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35" serviceUri="" />
      </providers>
    </membership>
    <roleManager defaultProvider="ClientRoleProvider" enabled="true">
      <providers>
        <add name="ClientRoleProvider" type="System.Web.ClientServices.Providers.ClientRoleProvider,
     System.Web.Extensions, Version=4.0.0.0, Culture=neutral, PublicKeyToken=31bf3856ad364e35" serviceUri="" cacheTimeout="86400" />
      </providers>
    </roleManager>
  </system.web>
</configuration>

The items which may need to be changed are as follows:

System.Diagnostics section

Parameter Meaning Value Level
Trace The level of logging 2 error logging
    3 default - information logging (includes error logging)
    4 verbose error logging (includes information logging)

<appSettings>
  <add key="callgem.host" value="localhost" />
  <add key="callgem.port" value="6500" />
  <add key="callgem.noActivitySeconds" value="120" />
  <add key="mongodb.host" value="localhost" />
  <add key="mongodb.port" value="27017" />
  <add key="mongodb.database.prefix" value="RVData" />
  <add key="AgentGroupLevelStatusView" value="false" />
</appSettings>

Parameter Value Default Value
callgem.host IP address of the CallGem for the tenant localhost
callgem.port port of the CallGem for the tenant 6500
callgem.noActivitySeconds Number of seconds of inactivity before closing and retrying the callGem connection 120
mongodb.host IP address of the MongoDB database to store aggregation data localhost
mongodb.port port of the MongoDB database to store aggregation data 27017
mongodb.database.prefix The MongoDB database name will be generated by appending the tenant name to this prefix. The prefix and appended tenant name will be separated by an underscore character. e.g. ‘RVData_default’ RVData

[Softdial]\RVReports\default\config.json

where [Softdial] is the installed directory for SCC.

{
  "tenant":"default",
  "mongoDB":{
    "host":"localhost",
    "port":27017,
    "database":"RVData_default",
    "options":{ }
  },
  "swr": {
    "regkey" : "WEB_HOST",
    "port" : 7111
    },
  "generatedReport" : {
    "path": "C:\\softdial\\RVReports\\GeneratedReports"
  },
  "storageApi" : {
    "path": "storage/storage/1.0"
  },
  "httpListener":{
    "port":8889
  },
  "allowedDomains":"*",
  "tokenauthserver":{
    "bypassAuthorisation":true,
    "options":{
      "host":"localhost",
      "port":7003
    }
  },
  "webSocketStats":{
    "enabled":1,
    "interval":10
  },
  "httpStats":{
    "enabled":1,
    "interval":10
  },
  "memoryMonitor":{
    "memwatch":"false",
    "intervalMS":60000
  },
  "externalModules":[
    {
      "file":"ExportService/export-service.js"
    }
  ],
  "statusRetention": {
    "enabled": true,
    "checkInterval": "10 seconds",
    "expiryPeriod": "300 seconds",
    "collections": [
    {
      "name": "Agent"
    },
    {
      "name": "User"
    },
    {
      "name": "OutboundQueue"
    },
    {
      "name": "InboundQueue"
    },
    {
      "name": "AgentActivity"
    },
    {
      "name": "CampaignActivity"
    },
    {
      "name": "SessionDetails"
    }
  ]
},
"currentRetention": {
  "enabled": true,
  "checkInterval": "10 seconds",
  "expiryPeriod": "300 seconds",
  "collections": [
    {
      "name": "Agent"
    },
    {
      "name": "User"
    },
    {
      "name": "OutboundQueue"
    },
    {
      "name": "InboundQueue"
    }
  ]
},
"dataRetention":{
    "enabled":true,
    "checkInterval":"1 hours",
    "defaultPeriod":"90 days",
    "collections":[
      {
        "name":"AgentHistory",
        "period":"10 years"
      },
      {
        "name":"AgentHistoryHour",
        "period":"2 years"
      },
      {
        "name":"AgentHistoryDay",
        "period":"10 years"
      },
      {
        "name":"OutboundQueueHistory",
        "period":"10 years"
      },
      {
        "name":"OutboundQueueHistoryHour",
        "period":"120 days"
      },
      {
        "name":"OutboundQueueHistoryDay",
        "period":"2 years"
      },
      {
        "name":"InboundQueueHistory",
        "period":"10 years"
      },
      {
        "name":"InboundQueueHistoryHour",
        "period":"120 days"
      },
      {
        "name":"InboundQueueHistoryDay",
        "period":"2 years"
      },
      {
        "name":"SessionDetailsLog",
        "period":"7 days"
      },
      {
        "name":"SessionSummaryLog",
        "period":"10 years"
      },
      {
        "name":"AgentActivityLog",
        "period":"7 days"
      }
    ]
  },
  "indexCreation":{
    "enabled":true,
    "checkInterval":"10 minutes",
    "collections":[
      {
        "name":"AgentHistory",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"AgentHistoryHour",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"AgentHistoryDay",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name": "UserHistory",
        "indexes": [
          {
            "keys": {
              "timestamp": 1
            },
            "options": {
              "background": true
            }
          },
          {
            "keys": {
              "name": 1
            },
            "options": {
              "background": true
            }
          }
        ]
      },
      {
        "name": "UserHistoryHour",
        "indexes": [
          {
            "keys": {
              "timestamp": 1
            },
            "options": {
              "background": true
            }
          },
          {
            "keys": {
              "name": 1
            },
            "options": {
              "background": true
            }
          }
        ]
      },
      {
        "name": "UserHistoryDay",
        "indexes": [
          {
            "keys": {
              "timestamp": 1
            },
            "options": {
              "background": true
            }
          },
          {
            "keys": {
              "name": 1
            },
            "options": {
              "background": true
            }
          }
        ]
      },
      {
        "name":"OutboundQueueHistory",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"OutboundQueueHistoryHour",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"OutboundQueueHistoryDay",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"InboundQueueHistory",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"InboundQueueHistoryHour",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"InboundQueueHistoryDay",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"SessionDetailsLog",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          }
        ]
      },
      {
        "name":"SessionSummaryLog",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background": true
            }
          },
          {
            "keys": {
              "mediaType": 1,
              "telephoneNumber": 1,
              "campaignName": 1
            },
            "options": {
              "background": true
            }
          }
        ]
      },
      {
        "name":"AgentActivityLog",
        "indexes":[
          {
            "keys":{
              "timestamp":1
            },
            "options":{
              "background":true
            }
          },
          {
            "keys":{
              "name":1
            },
            "options":{
              "background":true
            }
          }
        ]
      }
    ]
  },
  "logRetention":{
    "enabled":true,
    "checkInterval":"1 hours",
    "retentionPeriod":"28 days"
  },
  "outcomeMappingFieldsExcluded": {
    "dataTypes": [
      {
        "name": "Agent",
        "enabled": true,
        "fields": [ "pct" ]
      },
      {
        "name": "InboundQueue",
        "enabled": true,
        "fields": [ "sum", "avg", "min", "max", "rate" ]
      },
      {
        "name": "OutboundQueue",
        "enabled": true,
        "fields": [ "sum", "avg", "min", "max", "rate" ]
      }
    ]
  },
  "preAggregation": {
    "enabled": false,
    "listOfTypesToPreAggregate": ["Agent", "InboundQueue", "OutboundQueue", "User" ]
  }
}

The items which may need to be changed are as follows:

In the below table, DOT notation is used to refer to items in config.json.
e.g. mongoDB.port refers to the port setting inside the mongoDB section.

Parameter Value Default Value
AgentOutcomeMappingsDisabled When true, Agent Outcomes (AO) are not displayed in the list of available KPIs false
DialingCycleOutcomeMappingsDisabled When true, Dialing Cycle Outcomes (DO) are not displayed in the list of available KPIs false
OutcomeCategoriesMappingsDisabled When true, Outcome Categories (OC) are not displayed in the list of available KPIs false
tenant tenant name default
mongoDB.host IP address of the MongoDB instance where Softdial Reporter™ 5 data is stored localhost
mongoDB.port port of the MongoDB instance where Softdial Reporter™ 5 data is stored 27017
mongoDB.database Database name in the MongoDB instance where Softdial Reporter™ 5 data is stored RVData_default
httpListener.port The port where this service will listen for http requests from clients 8889
tokenauthserver.bypassAuthorisation flag to indicate if authorisation of user is to be bypassed. Can be true or false false
tokenauthserver.options.host IP address of the Softdial CallGem™ instance where user authentication is performed localhost
tokenauthserver.options.port port of the Softdial CallGem™ instance where user authentication is performed 7003
namespace.options.host IP address of the namespace instance localhost
namespace.options.port port of the namespace instance 7003
webSocketStats.enabled generate statistics for web socket requests 1
webSocketStats.interval period in seconds between generating web socket request statistics 10
httpStats.enabled generate statistics for http requests 1
httpStats.interval period in seconds between generating http request statistics 10
memoryMonitor.memwatch Generate memory usage statistics for this application true
memoryMonitor.intervalMS interval in milliseconds between generating memory statistics -
externalModules reserved for future use true
dataRetention.enabled delete data from MongoDb when its retention period has expired 60000
dataRetention.checkPeriod how often to check for data to be deleted 1 hours
dataRetention.defaultPeriod If an entry in the dataRetention.collections array (see below) does not have a “period” specified, this default period is used. 90 days
dataRetention.collections An array . where each entry has a “name” of a collection, and a “period” of time for which the data in the collection is retained. see above (the contents of config.json)
indexCreation.enabled Enable the automatic creation of MongoDb collection indices, according to the values configured here. true
indexCreation.checkInterval How often to check and ensure that the indices are created. 10 minutes
indexCreation.collections An array . where each entry has a “name” of a collection, and a list of “indexes” to be created. See example above (the contents of config.json). For a description of the “keys”, and “options”, see the MongoDb documentation.
logRetention.enabled enable deletion of logs older than the retention period true
logRetention.checkInterval period of time between checks for logs to be deleted. 1 hours
logRetention.retentionPeriod The period, (must be in days), that each log is retained for. 28 days

[Softdial]\RVStorage\default\config.json

where [Softdial] is the installed directory for SCC.

{
  "mongoDB":{
    "host":"localhost",
    "port":27017,
    "database":"storage",
    "collection":"userKeyed",
    "options":{
    }
  },
  "httpListener":{
    "port":8888
  },
  "allowedDomains":"*",
  "tokenauthserver":{
    "bypassAuthorisation":false,
    "options":{
      "host":"localhost",
      "port":7003
    }
  },
  "logRetention":{
    "enabled":true,
    "checkInterval":"2 hours",
    "retentionPeriod":"28 days"
  }
}

The items which may need to be changed are as follows:

In the below table, DOT notation is used to refer to items in config.json.
e.g. mongoDB.port refers to the port setting inside the mongoDB section.

Parameter Value Default Value
mongoDB.host IP address of the MongoDB instance where Softdial Reporter™ 5 data is stored localhost
mongoDB.port port of the MongoDB instance where Softdial Reporter™ 5 data is stored 27017
mongoDB.database Database name in the MongoDB instance where Softdial Reporter™ 5 data is stored storage
mongoDB.collection collection name in the MongoDB database where Softdial Reporter™ 5 storage data is stored userKeyed
httpListener.port The port where this service will listen for http requests from clients 8889
tokenauthserver.host IP address of the Softdial CallGem™ instance where user authentication is performed localhost
tokenauthserver.port port of the Softdial CallGem™ instance where user authentication is performed 7003
logRetention.enabled enable deletion of logs older than the retention period true
logRetention.checkInterval period of time between checks for logs to be deleted. 1 hours
logRetention.retentionPeriod The period, (must be in days), that each log is retained for. 28 days

For both the RVReports and RVStorage services, logging is configured in the file \[softdial]\RVReports\logging_settings.json

Possible logging levels are:

error Default - least detailed, errors only
info Information and errors
verbose Most detailed - all activity including information and errors

{
  "logger": {
    "main": {
      "console": {
        "level": "error",
        "colorize": true,
        "handleExceptions": true,
        "json": false,
        "label": "express"
      },
      "DailyRotateFile": {
        "level": "error",
        "filename": "RVReportsDaily",
        "name": "file.error",
        "handleExceptions": true,
        "json": false,
        "datePattern": "_yyyyMMdd.log"
      },
      "file": {
        "level": "error",
        "filename": "RVReportsInfo",
        "handleExceptions": true,
        "json": false,
        "label": "express",
        "datePattern": "_yyyyMMddHH.log"
      }    
    },
    "memoryMonitor": {
      "DailyRotateFile": {
        "level": "error",
        "filename": "RVReportsMemory",
        "name": "file.memory",
        "handleExceptions": true,
        "json": false,
        "datePattern": "_yyyyMMddHH.log"
      }
    },
    "requestResponse": {
     "DailyRotateFile": {
        "level": "error",
        "filename": "RVReportsRequestResponse",
        "name": "file.reqResp",
        "handleExceptions": true,
        "json": false,
        "datePattern": "_yyyyMMdd.log"
      }
    }
  }
}

During the installation of the Softdial Contact Center™, if Softdial Reporter™ 5 is selected to be installed, it is installed for the default tenant. To provision new tenants, follow this procedure:

  1. Create a folder:
    [Softdial]\RVAggregator\[tenant_name]
    where [Softdial] is the SCC installation folder and [tenant_name] is the tenant name
  2. In the new folder, create a configuration file, by copying an existing configuration file
    i.e. copy
    [Softdial]\RVAggregator\default\RVAggregator.exe.config
    to
    [Softdial]\RVAggregator\[tenant_name]\RVAggregator.exe.config
  3. Edit the new configuration file, ensuring that
    1. the tenant parameter is changed
    2. the httplistener.port is set to a unique port on the system
  4. Install the service as follows:
    In a command prompt with administrator permissions:
    [Softdial]\RVAggregator\RVAggregator install [tenant_name]
    where [Softdial] is the SCC installation folder and [tenant_name] is the tenant name
  1. Create a folder
    [Softdial]\RVReports\[tenant_name]
    where [Softdial] is the SCC installation folder and [tenant_name] is the tenant name
  2. In the new folder, create a configuration file, by copying an existing configuration file.
    i.e. copy
    [Softdial]\RVReports\default\config.json
    to
    [Softdial]\RVReports\[tenant_name]\config.json
  3. Edit the new configuration file, ensuring that the tenant parameter is changed.
  4. Install the service as follows:
    Run four commands:
    1. This command creates the service for the [tenant_name] tenant (Note that there are 5 parameters)
      c:\softdial\tools\nssm install RVReports([tenant_name]) "c:\Program Files\nodejs\node.exe" c:\softdial\RVReports\app.js default
    2. This command sets the starting directory of the service:
      C:\Softdial\tools\nssm set RVReports([tenant_name]) AppDirectory c:\softdial\RVReports
    3. This command sets the display name of the service
      C:\Softdial\tools\nssm set RVReports([tenant_name]) DisplayName Softdial RVReports ([tenant_name])
    4. This command sets the description of the service
      C:\Softdial\tools\nssm set RVReports([tenant_name]) Description Softdial Reporter 5 Reports Server for [tenant_name] tenant

    In the above commands, ensure that [tenant_name] is replaced by the tenant name
    e.g. default

  1. Create a folder
    [Softdial]\RVStorage\[tenant_name]
    where
    [Softdial] is the SCC installation folder and [tenant_name] is the tenant name
  2. In the new folder, create a configuration file, by copying an existing configuration file.
    i.e. copy
    [Softdial]\RVStorage\default\config.json
    to
    [Softdial]\RVStorage\[tenant_name]\config.json
  3. Edit the new configuration file. Ensure that the httplistener.port is set to a unique port on the system
  4. Install the service by running the following four commands:
    1. This command creates the service for the default tenant (Note that there are 5 parameters)
      c:\softdial\tools\nssm install RVStorage([tenant_name]) "c:\Program Files\nodejs\node.exe" c:\softdial\RVStorage\app.js [tenant_name]
    2. This command sets the starting directory of the service:
      C:\Softdial\tools\nssm set RVStorage([tenant_name]) AppDirectory c:\softdial\RVStorage
    3. This command sets the display name of the service
      C:\Softdial\tools\nssm set RVStorage([tenant_name]) DisplayName Softdial RVStorage([tenant_name])
    4. This command sets the description of the service
      C:\Softdial\tools\nssm set RVStorage([tenant_name]) Description Softdial Softdial Reporter™ 5 Storage Server for default tenant

    In the above commands, Ensure that [tenant_name] is replaced by the tenant name
    e.g. default