RTIG Configuration

The following configurations are available:

RTIG Initial Configuration

To integrate NICE's Real-Time Interaction Guidance capabilities within an automation solution, the following must be configured:

Configuration Group

Setting

Description
Real-Time Client > RTIG RTIGManifestPath Comma-separated list of paths to the XML manifest files

Configure the URL of the ActiveMQ.

This configuration is performed in the Real-Time Client configuration file, RTClient.exe.config.

Configuration Group

Setting

Default Value

Description
Real-Time Client > RTIG RTIGMQURL   The ActiveMQ url

The ActiveMQ topic names can be configured using the three settings below.

These configurations are performed in the Real-Time Client configuration file, RTClient.exe.config.

Configuration Group

Setting

Default Value

Description
Real-Time Client > RTIG RTIGNotification Nexidia.RTG.Notifications Name of topic for non-telephony events detected during a call
RTIGEnlightenUpdate Nexidia.RTG.Updates

Name of topic for call status change events
RTIGTelephony Nexidia.RTG.Telephony Name of topic for telephony event messages

Note:

  • To avoid subscribing to a particular topic, set its value to empty in the configuration file.

  • If any of the topics listed in the table above are configured in the configuration file and subscription fails for any one of them, the Connection Status parameter of the RTIG Connection Status event will be set to false.

You can configure whether the events filter should filter by the specific agent and domain, or only by the specific agent. In either case, only events for the specific agent will be received.

  • If filtering by agent and domain, the filter is set as in this example: NXRTGOsLogin='USER2009' AND NXRTGDomain='NICEDEN'

  • If receiving by agent only, the filter is set as in this example: NXRTGOsLogin='USER2009'

This configuration is performed in the Real-Time Client configuration file, RTClient.exe.config.

Configuration Group

Setting

Default Value

Description
Real-Time Client > RTIG RTIGUseDomain true

Set to:

  • true to filter events by agent and domain
  • false to filter events by agent only

RTIG Connection Retry Interval Configuration

If a connection to Nexidia cannot be established when the Real-Time Client is started, or if connection is lost, the Real-Time Client will attempt to reconnect at regular intervals. The interval between reconnection attempts can be configured.

This configuration is performed in the Real-Time Client configuration file, RTClient.exe.config.

Configuration Group

Setting

Default Value

Description
Real-Time Client > RTIG RTIGRETRYINTERVAL 1

The interval, specified in minutes, between reconnection attempts if connection to Nexidia is lost.

The minimum value is 1 minute.

Note:

  • In version 7.5, this parameter is not mandatory. In the case that the value must be changed, the parameter must be added to the configuration file.

RTIG Configuration for Standalone Mode

Because of the frequency of RTIG events, a project that receives those events will receive a large amount of data very quickly.

If either of the Desktop Analytics or Automation Finder features are enabled while the project is running in standalone mode, the data received will accumulate and consume significant amounts of disk space. Also, after switching to connected mode, the transfer of that data to the server will result in significant loading on the server.

It is therefore important to disable both features in the configuration file, RTClient.exe.config, located in the installation server, as follows:

  1. Set enableDesktopAnalytics to false.

  2. Set afEnable to false.