Scheduling Actions

Configuration

Here is an expandable view inside the Softdial Scheduler™ configuration file, showing its bare structural elements (with values removed), with a description of each of the elements. Click on an <XML element> to expand it.

 

<?xml version="1.0" encoding="utf-8"?>

  • 1 per script
  • Contains standard XML header information.
  • 1 per script
  • Contains all groupSchedule items
  • 1 or more per groupSchedules section
  • The schedule details for a single group.
  • agentID - an Agent Identifier as defined in Name Space > Agent Names
  • campaignID - a Campaign Name, as defined in Name Space > Campaign Names
  • tenantID - a Tenant Identifier. Leave empty if not running in multi-tenant mode
  • groupAddress - a Group (Queue) Address as defined in Name Space > Queues
  • 1 per groupSchedule section
  • Contains all timeRange items for this groupSchedule
  • 1 or more per validTimes section
  • Days and times this group should be in service
  • See timeRange Values below for valid values

</validTimes>

</groupSchedule>

</groupSchedules>

  • 1 per script
  • Contains all serviceSchedule items
  • 1 per section

  • The schedule details for a single group.

  • 1 per section
  • Contains all timeRange items for this serviceSchedule
  • See table below for valid values.

  • Multiple

  • Days and times this agent should be logged on.

</validTimes>

</serviceSchedule>

</serviceSchedules>

  • 1 per script
  • Contains all agentSchedule items
  • 1 or more per agentSchedules section
  • The schedule details for a single agent.
  • agentID must match Name Space - Agent Names - Agent Identifier
  • campaignID must match
    • either Name Space - Campaign Names - Campaign Name
    • or the value system
  • tenantID must match
    • either the ID of a current tenant
    • or the value default
    • or leave empty if not running in multi-tenant mode.
  • 1 per agentSchedule section
  • An extended description of the agent
  • 1 per agentSchedule section
  • The agent's phone extension number
  • 1 per agentSchedule section
  • The address of a queue to which this agent should be assigned (applicable only if agent is on system campaign)
  • 1 per agentSchedule section
  • The relative priority of the agent within the assigned group.
  • Valid values are 0 - 9999, higher value = higher priority.
  • 1 per agentSchedule section
  • Whether or not Softdial CallGem™ will automatically generate a Wrap command and end the call transaction.
  • Valid values are 'true' or 'false'
  • 1 per agentSchedule section
  • Whether or not the agent is virtual (i.e. not a physical agent).
  • Valid values are 'true' or 'false'
  • 1 per agentSchedule section
  • Whether or not a failed logon should be retried.
  • Valid values are 'true' or 'false'
  • 1 per agentSchedule section
  • Contains all timeRange items for this agentSchedule
  • See timeRange Values below for valid values.
  • One or more per validTimes section
  • Days and times this agent should be logged on.
  • See timeRange Values below for valid values.

</validTimes>

</agentSchedule>

</agentSchedules>

If you are using a version of Softdial Contact Center™ prior to V10.6.600, see advice on starting and stopping multiple campaigns in the same minute.

  • 1 per script
  • Contains all campaignSchedule items
  • 1 or more per campaignSchedules section
  • The schedule details for a single campaign.
  • campaignID must match
    • either Name Space - Campaign Names - Campaign Name
    • or the value system
  • tenantID must match
    • either the ID of a current tenant
    • or the value default
    • or leave empty if not running in multi-tenant mode.
  • 1 per campaignSchedule section
  • The type of campaign - See table below for valid values
  • 1 per campaignSchedule section
  • Contains all timeRange items for this campaignSchedule.
  • See table below for valid values.
  • 1 or more per validTimes section
  • Days and times this campaign should be started.

</validTimes>

</campaignSchedule>

</campaignSchedules>

  • 1 per script
  • Contains all dialerMessageSchedule items
  • 1 or more per dialerMessageSchedules section
  • The schedule details for a single Softdial CallGem™ message.
  • 1 per dialerMessageSchedule section
  • Any valid Softdial CallGem™ message.
  • 1 per dialerMessageSchedule section
  • All timeRange items for this dialerMessageSchedule
  • See table below for valid values.
  • 1 or more per validTimes section
  • Days and times this message is sent to Softdial CallGem™.
  • start - time at which this message should be sent.
  • end - time at which this message should be sent.
    Since message dispatch is a one-off operation scheduled for a specific point in time, the start and end times should have the same value (thus narrowing the time range to the required single point in time).
  • See timeRange Values below for valid values.

</validTimes>

</dialerMessageSchedule>

</dialerMessageSchedules>

  • 1 per script
  • Contains all shellCommandSchedule items
  • 1 or more per shellCommandSchedules section
  • The schedule details for a single shell command.
  • 1 per shellCommandSchedule section
  • Any valid shell command.
  • 1 per shellCommandSchedule section
  • All timeRange items for this shellCommandSchedule
  • 1 or more per validTimes section
  • Days and times this shell command is executed.
  • start - time at which this shell command should be executed.
  • end - time at which this shell command should be executed.
    Since shell command execution is a one-off operation scheduled for a specific point in time, the start and end times should have the same value (thus narrowing the time range to the required single point in time).
  • See timeRange Values below for valid values.

</validTimes>

</shellCommandSchedule>

</shellCommandSchedules>

</configuration>

 

For each timeRange element, the following attribute values are valid:

Attribute Valid values
days Single day:
'MON', 'TUE', 'WED', 'THU', 'FRI', 'SAT', 'SUN'
Or multiple days, e.g:
'MON;TUE;WED'
start '00:00' - '23:59'
end '00:00' - '23:59'

To keep agents continually logged in, set the following:
start = '00:00'
end = '23:59'

For the Scheduler to read and clear config.xml for use, the following items must match the values specified below:

  • agentID - must match
    • Name Space - Agent Names - Agent Identifier
  • campaignID - must match
    • either Name Space - Campaign Names - Campaign Name
    • or the value system
  • tenantID - must match
    • either the ID of a current tenant
    • or the value default
  • campaignID - must match
    • either Name Space - Campaign Names - Campaign Name
    • or the value system
  • tenantID - must match
    • either the ID of a current tenant
    • or the value default