Configuration Settings

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Inter•View is extraordinarily configurable. XML files are used to store all configuration settings and are easy to edit and read. Care has been made to group associated settings and name them in such a way to make them self-descriptive. 

PLEASE NOTE! Configuration settings are published for information purposes only. Unless express consent has been granted, changes to configuration settings must only be made by Omfax Systems/Touch-Base Ltd technicians or their representatives.

Multi-Company Configuration

The Host System needs merely to pass a company identifier code (via a URL parameter) when invoking Inter•View, and this tells Inter•View to run that session using settings from a company-specific XML configuration file. This allows a single Inter•View web-service installation to support any number of company configurations, each with their own database (if required). This supports both multi-company configurations and provides for testing/training instances.


Inter•View

Default installations of Inter•View have a single configuration file, this is typically called KF_config.xml (KF is replaced with company prefix in some Multi-company installations or for training/test instances) and is located in the KFLauncher shared folder.


The KF_config.xml configuration file schema is as follows. 

<?xml version="1.0" encoding="utf-8" ?>
<configuration>
+<Client>
+<Paths>
+<Database>
+<Email>
+<CRM>
-<Scripting>
  -<RD>
    +<Images>
    +<Asset>
    +<History>
    +<Exchange>
   </RD>
  -<FL>
    +<Images>
    +<Exchange>
   </FL>
 </Scripting>
</configuration>

Note: Some CDATA sections (<![CDATA[ setting value ]]>) may have been in the Keyfax XML configuration files.
These are used where a setting contains characters which are invalid in element values of an XML file (such as "<" or ">"). 
CDATA sections can only be used for XML element values, not attributes.

Scripting

The configuration/Scripting section of the main configuration file contains settings for Scripting. Although the configuration settings for the two 'Model' script types are detailed here (i.e. Repair Diagnostics and General Enquiries), it is possible to define any script type, each with its characteristics. 

<Scripting enableScriptTypeJumps="1">
 <RD></RD>
 <FL></FL>
 <ABC></ABC>
</Scripting>

Enquiries

<FL enabled="1" tree="1" headerHeight="110" standAlone="0">
 <HeaderLogo>
   <![CDATA[ <IMG height='50' src='images/misc/omfax_GeneralEnquiries.gif' width='198'> ]]>
 </HeaderLogo>
 <Default QAset="1" QAsetTenant="1" QAsetNonTenant="2" layer="1" />
 <Tabs class="tab" tableHeight="22" buttonWidth="75">
  <Q_A><![CDATA[Q & A]]></Q_A>
  <PCY>Policy</PCY>
  <INF>Information</INF>
 </Tabs>
 <Feedback Log="1" Administrator="Admin Staff" To="admin@omfax.co.uk" From="noreply@omfax.co.uk" CC="" BCC="" Subject="Keyfax: Advisor Feedback" ReplyTo="" />
 <Flow address="1" repeat="1" display="3" dialogs="top" dialogQText="1" messages="top" feedback="1" suggest="0">
  <SummaryImage title="Repair Details" displayFullAdvice="0">repair1.gif</SummaryImage>
  <EditsAllowed priority="1" quantity="1"/>
  <Sections responsibility="1" services="1" advices="1" tasks="1" addInfo="1" spInstr="1" access="1"/>
  <TargetComplete display="1" label="Complete By" format="dd/MM/yyyy"/>
  <TargetDays display="0" label="Days"/>
  <Quantity display="1" label="Qty"/>
  <CostCol display="1" label="Cost" currency="£" />
 </Flow>
 <Tasks merge="1" process="1" auto="1" showUnprocessedMergeFields="1" editMissingOptionalBookmarks="1" log="1" forceSendEmail="0">
  <RemoveUnusedBookmarks>CallerAddress3,CallerAddress4,CallerAddress5</RemoveUnusedBookmarks>
  <XSLfile>\\webprod1\prodsites\Keyfax32\xsl\tasks.xsl</XSLfile>
 </Tasks>
 <WelcomeMessage>
  <![CDATA[ <p><div class='mWelcomeTitle'>No current category selected</div>
   <div class="mTextBold">or selected category does not have a hotspot image</div></p><p />
   <p><div class="mText">Please select an enquiry category from the left hand list,
   or one of it's corresponding enquiry items.</div></p></p> ]]>
 </WelcomeMessage>
 <CompleteMessage>
   <![CDATA[ <p><div class='mWelcomeTitle'>Script Completed</div></p>
   <p><div class='mTextBold'>Please use your host system to launch Keyfax.</div></p> ]]>
 </CompleteMessage>
 <Images><-- See Images section --></Images>
 <Policy>
   <Folder>policy</Folder>
   <Default>policy/default.htm</Default>
 </Policy>
 <Exchange><-- See Exchange section --></Exchange>
 <Templates></Templates>
</FL>


Explanations of these settings as follows:

FL

  • @enabled

Set to 1 if General Enquiry scripts are used. 

Note: This setting is used in MIS-AMS integration only.
  • @tree

Set to 1 if the script navigation tree is to be displayed.

  • @headerHeight

Height of the header section for Keyfax General Enquiries. Default if not set=62.

  • @standAlone

Allows General Enquiry scripts to be launched in stand-alone mode. User is first prompted for credentials. Default if not set=0.

  • HeaderLogo

This contains a HTML code for an IMG element. This defines an image to be used in the top left of the main General Enquiry screen. This can be replaced with a customer logo. However this must be exactly 198px wide, by 50px high.

  • Default
    • @QAset Defines the default General Enquiry script Q & A set to use if the "Tenure_Code" passed from the host HMS / CRM is not configured within the database.
    • @QAsetTenant Defines the default General Enquiry script Q & A set to use if launched via Keyfax Contact Centre and a tenant has been selected.
    • @QAsetNonTenant Defines the default General Enquiry script Q & A set to use if launched via Keyfax Contact Centre and a non-tenant has been selected, the currently selected property is void or no tenant/property has been selected.
    • @layer The header tab to highlight on load and body layer - numeric value 1-5.
  1. Q & A
  2. Policy


  • Tabs

These settings provide a degree of customisation of the following tabs (where specified, settings apply to all tabs):

Q_A (Questions and answers)
PCY (Policy)
INF (Information i.e. Dataview) tabs.

  • @class

Defines the class name for styling purposes. The default setting is tab

  • @tableHeight

Defines the height of the containing table in pixels. The default value is 22

  • @buttonWidth

Defines the button width of each button. The default value is 75.

  • Feedback Advisor Feedback facility; options are:
    • @Log Whether advisor comments are logged to the database: 1 = log, 0 = don't log.
    • @Administrator The Administrator name displayed to the advisor when feedback details are submitted.
    • @To Typically, the Administrators email address is specified here. If omitted, no email is sent.
    • @From The email From address.
    • @CC The CC email address.
    • @BCC The BCC email address.
    • @Subject The email subject.
    • @ReplyTo The Reply To address.
  • Flow General Enquiry workflow/display options:
    • @address Whether caller name and address is displayed below script selection tree: 1 = display, 0 = hide.
    • @repeat If multiple scripts can be run before returning results to host HMS / CRM: 1 = enabled, 0 = disabled.
    • @display (3.2 only!) Controls the display of elements on the Results screen; Sum of following bitwise values:
    1. Task List
    2. Advice List
    • @dialogs Location of script input dialogs; "top" or "center".
    • @dialogQText When [EDT] or [XAD] codes are displayed, controls where the title bar text of the dialog originates: 1 = Current question text, 0 = Action code short description
    • @messages Location of script message dialogs; "top" or "center".
    • @feedback Enable the Feedback button during scripts. Click here for more information about the Feedback feature.
    • @suggest Enable 'suggest' functionality where partially entered Keywords present a drop-down list for selection. 1=enable, 0=disable
    • SummaryImage Defines the summary image displayed at the top of the summary page.
      • @title Defines the text displayed following the summary image.
      • @displayFullAdvice Determines how the advice messages are displayed; 0=all collapsed, 1=expand 1st message only.
    • EditsAllowed Determines if the quantity and priority can be edited on the summary page (1=edit allowed or 0=not allowed for the following attributes).
      • @priority
      • @quantity
    • Sections Determines which sections are displayed on the summary page according to the appropriate attribte value: 1=display, 0=hide.
    • TargetComplete Controls the display of the target complete date column on the summary page.
      • @display Determines if the target complete date column is displayed at all; 1=display, 0=hide.
      • @label Determines the column header text.
      • @format Controls the date format.
    • TargetDays Controls the display of the target days column on the summary page.
      • @display Determines if the target days column is displayed at all; 1=display, 0=hide.
      • @label Determines the column header text.
    • Quantity Controls the display of the quantity column on the summary page.
      • @display Determines if the quantity column is displayed at all; 1=display, 0=hide.
      • @label Determines the column header text.
    • CostCol Controls the display of the target complete date column on the summary page.
      • @display Determines if the cost column is displayed at all; 1=display, 0=hide.
      • @label Determines the column header text.
      • @Currency Currency symbol to use or blank. As £, € and ¥ are not permitted in XML use their equivalents: 'pound', 'euro', 'yen' or blank.

Alternatvely encode values, e.g. for € enter &#8364; for £ enter &#163; 

Note that the $ (dollar) symbol is OK.
  • Tasks
    • @merge Set to "1" if tasks are to be merged within General Enquiries.
    • @process Set to "1" if tasks are to be processed by users within General Enquiries before submission.
    • '@auto Since v4.0.1.9, @auto="1" is used to automatically process emails when @process="0". e.g. where emails are to be sent with no operator intervention. In this case all missing values are ignored and provided the from and to email addresses are available, the email is sent automatically.
    • @showUnprocessedMergeFields Since v4.0.1.0, @showUnprocessedMergeFields is not used. Individual Databoxes can have Empty bookmarks allowed checked to prevent task processing insisting a value is entered. When tasks are displayed, controls whether un-merged fields are highlighted. 1 = display, 0 = hide If set at '1', then un-merged fields will require text to be updated before letters can be printed, or emails can be sent. A separate setting in the CRM Tasks configuration section controls how un-merged fields are handled within Contact Centre.
    • @editMissingOptionalBookmarks (from v4.0.1.12) This controls the behaviour for optional databoxes (i.e. where Empty bookmarks allowed checked is checked) and no value is set. When @editMissingOptionalBookmarks="1" (default), optional databoxes with no value will be presented to the operator for review before the email or letter is considered complete. If @process="0" and ContactView is configured, the bookmark will be passed to the CRM for processing. When @editMissingOptionalBookmarks="0", all optional databoxes with no value will be ignored.
    • @log Provides the ability to create task history against a caller which can be accessed via Contact Centre (only). 1 = create task history, 0 = no history required (or Contact Centre not installed).
    • @forceSendEmail Controls the behaviour of the 'Process Tasks' screen where Tasks are utilised following an enquiry. If set to '1', the advisor may not proceed until any incomplete bookmarks are resolved and the email is sent.
    • RemoveUnusedBookmarks When a template is merged with data captured during a General Enquiry script, some orphaned Bookmarks (or Merge Fields) may remain in the letter or email body, preventing it from being printed correctly. By setting a CSV list of Bookmarks (or Merge Fields), will instruct the template merge process to search for and remove orphaned bookmarks matching the list of values. This list should be empty if the @showUnprocessedMergeFields attribute is set at 1.
    • XSLfile A UNC path to the server folder/file location of the XSL transformation file used to list tasks to process on tasks process screen.
  • WelcomeMessage

This contains the HTML code for the message to be displayed to users on layer 1 (Q & A) of main frame at beginning.If this value begins with "FILE:" the remaining text is treated as a file path and is appended to the value in this node, then the contents of the file is returned.

  • CompleteMessage

This contains the HTML code for the message to be displayed to users on layer 1 (Q & A) of main frame at script completion. The application should close at script completion, but time lags from host HMS / CRM may cause delay, therefore the message should describe the application status to the user.

  • Policy
    • Folder The sub folder path (from the virtual root) which holds files defined in help links. If a help button is defined in messages, and the filename only is specified, it is assumed it will be in this folder.
    • Default The file to display in the policy layer at launch. This value is only used if the default policy file is not supplied in the database field "inf_QAset.policy" for the current script set. Note: to view examples of Policy 'skins', click here.


Images
<Images format="SWF" adminFormat="GIF">
 <Admin>
   <Hotspot>C:\Inetpub\wwwroot\keyfax32\images\new_cats</Hotspot>
   <Related>C:\Inetpub\wwwroot\keyfax32\images\related</Related>
 </Admin>
 <Client>
   <Hotspot>images/new_cats</Hotspot>
   <Related>images/related</Related>
 </Client>
</Images>


  • Images
    • @format
      The format of the related images to be used in the Images layer. The images defined in the "jf_diagrams.Metafile" database field (the database defined extension will be replaced at runtime). If the format is "SWF" the images will be loaded from the "images/related/swf/" folder. If the format is "PNG", "GIF" or "JPG" the images will be loaded from the "images/related/" folder.
    • @adminFormat
      The format of the related images as used in the administration console.
    • Admin
      • Hotspot
        The physical path to a folder where the runtime hotspot images are located (or local copies if Keyfax is hosted remotely).
      • Related
        The physical path to a folder where the runtime related images are located (or local copies if Keyfax is hosted remotely).
    • Client
      • Hotspot
        Relative path to Keyfax32 folder where runtime hotspot images are located (see Admin Hotspot).
      • Related
        Relative path to Keyfax32 folder where runtime related images are located (see Admin/Related). Note: If the format="SWF" it is necessary for a sub-folder named 'SWF' to be located under this folder, containing the related images in SWF format.
Exchange

The configuration/Scripting/FL/Exchange section of the Keyfax KF_config.xml file contains settings for exchanging General Enquiry information with host HMS or CRM applications. 

<Exchange>
 <SubActionValue default="Not found" />
 <ScriptPath type="2" />
 <AdvicePlainText html="0" prefix="MSG:" />
 <XSLTransformation process="0">
   <XSLfile>\\webprod1\prodsites\Keyfax32\xsl\bcc_poc1.xsl</XSLfile>
 </XSLTransformation>
 <AddNamespace process="0">
   <XSLfile>\\webprod1\prodsites\Keyfax32\xsl\namespace_ng1.xsl</XSLfile>
 </AddNamespace>
 <WebService process="0" asyncTimeout="5">
   <APIurl>http://www.uk.touch-base.com/kf31ws/Startup/RequestKeyfax</APIurl>
   <SOAPAction>http://www.uk.touch-base.com/kf31ws/Startup</SOAPAction>
   <SOAPenvelope bodyNode="[EXPORT_XML]">\\webprod1\prodsites\Keyfax32\xml\NG_soap_envelope.xml</SOAPenvelope>
 </WebService>
</Exchange>

Explanations of these settings as follows:

  • Exchange
    • SubActionValue
      • @type If Sub Actions return without finding data from look-ups or operator inputs, this text will be returned in its place. This is often defaulted to "Not found" as above.
        If "void" then return element without any text.
        To specify an HTML string, this must be encoded, e.g. "<font color='#686868' size='1'>Question not applicable</font>".
        Note: this is distinct from the occasional appearance of "" during merge processes; this is associated with Add-in-data [AID] codes (FL only) and reflects situations where the database look-up has failed to return the requested data.
    • ScriptPath
      • @type The format for returning script path, numeric value 0-2:
        0. All Q & A returned in a multi delimited single XML element.
        1.Each Q & A in individual elements, one for each question.
        2.Each Q in individual elements with additional elements for each A.
        Note: If using in conjunction with MIS-AMS SQLActiveH products, and the MISexchange.XML file has been configured to receive the ScriptPath (MapOut[@saveScriptPath="True"]), ensure that this is set at '1'.
    • AdvicePlainText
      • @html If advice is to be returned in HTML or "plain text" format, 1 = HTML format, 0 = "plain text".
      • @prefix If @html = 1, the prefix value for returned message text.
    • InformHost - Removed as settings now held in client registry
      • HostApp***
        If the host application is to call (does not poll or receive callbacks), enter the path to the application here.
      • StatusCodes
        The host application will be called when the status codes are found in this list.
        Note: This should be a comma delimited list of status codes.
    • XSLTransformation
      • @process
        If export XML needs further modification before being returned to host HMS or CRM set to 1.
      • XSLfile
        The path to a XSL file which modifies the content.
    • AddNamespace
      • @process
        If export XML needs specific namespace(s) added before being returned to host HMS or CRM set to 1.
      • XSLfile
        The path to a XSL file which adds namespace(s) to the content.
    • WebService
      • @process
        If export XML needs sending to host HMS or CRM web-service, set to 1.
      • @asyncTimeout
        The asynchronous timeout for the host HMS or CRM web-service API call (in seconds).
      • APIurl
        The URL where the host HMS or CRM web-service SOAP envelope is to be sent.
      • SOAPAction
        The name of the host HMS or CRM web-service API call.
      • SOAPenvelope
        An XML template defining a SOAP envelope for the host HMS or CRM web-service API call.
        • @bodyNode
          The bookmark within the SOAPenvelope template in which to place export XML data.
Templates

Templates are used to determine the appearance and functionality of Inter•View. 

<Templates>
 <Advice>/&AppName;/templates/xml/advicePlainText.xml</Advice>
 <Cancel>/&AppName;/templates/xml/exportRDCancel.xml</Cancel>
 <Custom>/&AppName;/templates/xml/customExport.xml</Custom>
 <Export>/&AppName;/templates/xml/exportRD_CC.xml</Export>
 <Service>/&AppName;/templates/xml/service.xml</Service>  
 <Startup>/&AppName;/templates/xml/startupRD.xml</Startup>
 <SubAction>/&AppName;/templates/xml/scriptData.xml</SubAction>
 <TaskAction>/&AppName;/templates/xml/taskAction.xml</TaskAction>
 <InspectionAction>/&AppName;/templates/xml/misInspectionAction.xml</InspectionAction>
</Templates>

Explanations of these settings follow:

  • Templates
    • Advice
    • Cancel
    • Custom
    • Export
    • Service
    • Startup
    • SubAction
    • TaskAction
    • InspectionAction

Repairs

The configuration/Scripting/RD section of the main configuration file contains settings for Repairs Diagnostic. 

<RD enabled="1" tree="1" rol="0" headerHeight="110" standAlone="0">
 <HeaderLogo>
   <![CDATA[ <IMG height='50' src='images/misc/omfax_RepairDiagnostics.gif' width='198'> ]]>
 </HeaderLogo>
 <Default QAset="1" layer="1" userName="KFROL_User"/>
 <Tabs class="tab" tableHeight="22" buttonWidth="75">
  <Q_A><![CDATA[Q & A]]></Q_A>
  <PIC>Images</PIC>
  <PCY>Policy</PCY>
  <HST>History</HST>
  <PTY>Property</PTY>
  <INF>Information</INF>
 </Tabs>
 <Feedback Log="1" Administrator="Staff" To="admin@omfax.co.uk" From="noreply@omfax.co.uk" CC="" BCC="" Subject="Keyfax: Advisor Feedback" ReplyTo="" />
 <Flow address="1" autoreason="0" repeat="1" display="127" dialogs="top" dialogQText="1" messages="top" changepriority="1" changequantity="1" feedback="1" suggest="1">
 <CostCol display="1" label="Cost" currency="pound" />
 </Flow>
 <Financial display="1" feeType="0" feeUse="1" vat="17.5"/>
 <OutOfHours process="1" country="EN">
  <HoursOfBusiness>\\webprod1\prodsites\kflauncher\OperatingHours.xml</HoursOfBusiness>
 </OutOfHours>
 <Tasks merge="1" process="1" auto="0" showUnprocessedMergeFields="1" log="1" forceSendEmail="0">
  <RemoveUnusedBookmarks>CallerAddress3,CallerAddress4,CallerAddress5</RemoveUnusedBookmarks>
  <XSLfile>\\webprod1\prodsites\Keyfax32\xsl\tasks.xsl</XSLfile>
 </Tasks>
 <WelcomeMessage>
  <![CDATA[ <p><div class='mWelcomeTitle'>No current category selected</div>
  <div class="mTextBold">or selected category does not have a hotspot image</div></p><p />
  <p><div class="mText">Please select a fault category from the left hand list, or one of it's corresponding enquiry items.</div></p> ]]>
 </WelcomeMessage>
 <CompleteMessage>
  <![CDATA[ <p><div class='mWelcomeTitle'>Processing...</div></p>
  <p><div class='mTextBold'>Please wait.</div></p> ]]>
 </CompleteMessage>
 <ROL_FlashMessage>
  <![CDATA[ <div id="flashcontent" style="width: 100%;height: 100%;float: left;">Flash loading.</div> ]]>
 </ROL_FlashMessage>
 <ROL_ResultsMessage>
  <![CDATA[ <p><div class='mWelcomeTitle'>Thank you</div></p>
   <div class='mTextBold'>You have now answered all the questions.</div></p>
   <p><div class='mText'>Before you make an appointment, please check this summary.
   If it is correct, choose 'Make appointment' at the bottom. If not, choose 'Change answer'.
   If you want to tell us anything else, use the 'extra information' box.</div></p>
   <div class='mTextBold'>Summary</div></p>
   <p><div class='mText'>You have asked for a repair to:</div>
   <div class='mText' style='margin-left:20px'>[CUR_FAULT_NAME]</div></p>
   <p><div class='mText'>You have answered these questions:</div>
   <div class='mText' style='margin-left:20px'>[SCRIPT_PATH]</div></p>
   <p><div class='mText'>Extra Information</div>
   <textarea name='oAddInfo' rows='4' id='oAddInfo' style='width:100%'>[ADDITIONAL_INFO]</textarea></p>
   <p><table width='100%' border='0' cellpadding='10' cellspacing='0'><tr>
   <td valign='middle' align='center' style='WIDTH:33%'>
   <div class='mTextBold'><a href='#' onclick='javascript:cDoSubmit("RD");return false'>MAKE APPOINTMENT</a></div></td>
   <td valign='middle' align='center' style='WIDTH:33%'>
   <div class='mTextBold'><a href='#' onclick='javascript:cGetLastQuestion();return false'>CHANGE ANSWER</a></div></td>
   <td valign='middle' align='center' style='WIDTH:33%'>
   <div class='mTextBold'><a href='#' onclick='javascript:cCancel();return false'>CANCEL REPAIR</a></div></td>
   </tr></table></p> ]]>
  </ROL_ResultsMessage>
 <Images><-- See Images section --></Images>
 <Policy display="0">
  <Folder>policy</Folder>
  <Default>policy/default.htm</Default>
 </Policy>
 <Asset><-- See Asset section --></Asset>
 <History><-- See History section --></History>
 <Exchange><-- See Exchange section --></Exchange>
 <Templates></Templates>
</RD>

Explanations of these settings as follows:

  • RD
    • @enabled
      Set to 1 if Repairs Diagnostic scripts are used.
      Note: This setting is not used in the present version of Keyfax.
    • @tree
      Set to 1 if the script navigation tree is to be displayed.
    • @rol
      Set to 1 if the application is to deliver Keyfax Repair-on-Line scripts.
      Note: This will require the ROL_FlashMessage and ROL_ResultsMessage sections to contain specific data.
    • @headerHeight
      Height of the header section for Keyfax Repairs-on-Line or regular Repair Diagnostics. Default if not set=62.
    • @standAlone
      Allows Repair Diagnostic scripts to be launched in stand-alone mode. User is first prompted for credentials. Default if not set=0.
    • HeaderLogo
      This contains a HTML code for an IMG element. This defines an image to be used in the top left of the main Repairs Diagnostic screen.
      This can be replaced with a customer logo. However this must be exactly 198px wide, by 50px high.
    • Default
      • @QAset
        Defines the default script Q & A set to use if the "Tenancy" passed from the host HMS / CRM is not configured within the database.
      • @layer
        The header tab to highlight on load and body layer - numeric value 1-5.
        1. Q & A
        2. Images
        3. Policy
        4. History - (if configured)
        5. Property - (Assets - if configured)
      • @userName
        Defines the default username (used where no specific id is passed at startup).
    • Tabs
      These settings provide a degree of customisation for the following tabs (where specified, settings apply to all tabs):
      Q_A (Questions and answers)
      PIC (Images)
      PCY (Policy)
      HST (History)
      PTY (Property)
      INF (Information i.e. Dataview).
    • @class
      Defines the class name for styling purposes. The default setting is tab
    • @tableHeight
      Defines the height of the containing table in pixels. The default value is 22
    • @buttonWidth
      Defines the button width of each button in pixels. The default value is 75.
  • Feedback
    Advisor Feedback facility; options are:
    • @Log
      Whether advisor comments are logged to the database: 1 = log, 0 = don't log.
    • @Administrator
      The Administrator name displayed to the advisor when feedback details are submitted.
    • @To
      Typically, the Administrators email address is specified here. If omitted, no email is sent.
    • @From
      The email From address.
    • @CC
      The CC email address.
    • @BCC
      The BCC email address.
    • @Subject
      The email subject.
    • @ReplyTo
      The Reply To address.
  • Flow
    Repair Diagnostic workflow/display options:
    • @address
      Whether caller name and address is displayed below script selection tree:
      1 = display, 0 = hide.
    • @autoreason
      If "How did it happen?" question with default reasons/responsibilities are to be appended to scripts:
      1 = enabled, 0 = disabled.
    • @repeat
      If multiple scripts can be run before returning results to host HMS / CRM:
      1 = enabled, 0 = disabled.
    • @display (3.2 only!)
      Controls the display of elements on Results screen;
      Sum of following bitwise values:
      1.Result List
      2.Advice List
      4.Task List
      8.Additional Information
      16.Special instructions
      32.Responsibility of
      64.Access Instructions
      Note: MIS Inspections appear as an item under 'Task List'.
    • @dialogs
      Location of script input dialogs; "top" or "center".
    • @dialogQText
      When [EDT] or [XAD] codes are displayed, controls where the title bar text of the dialog originates:
      1 = Current question text, 0 = Action code short description
    • @messages
      Location of script message dialogs; "top" or "center".
    • @changepriority
      1 = enabled, 0 = disabled.
    • @changequantity
      1 = enabled, 0 = disabled.
    • CostCol
      Configuration of the 'Cost' column on the results screen of Repairs Diagnostic.
      • @display
        Determines if the Cost Column is displayed on the final results screen:
        1 = display, 0 = hide (Note: to remove the 'Total' cost see Financial's display attribute below)
      • @label
        Cost Column label if visible
      • @currency
        Currency symbol to use or blank. As £, € and ¥ are not permitted in XML use their equivalents: 'pound', 'euro', 'yen' or blank.
        Alternatvely encode values, e.g. for € enter &#8364; for £ enter &#163; Note that the $ (dollar) symbol is OK.
    • @feedback
      Enable the Feedback button during scripts. Click here for more information about the Feedback feature.
    • @suggest
      Enable 'suggest' functionality where partially entered Keywords present a drop-down list for selection. 1=enable, 0=disable
  • Financial</br>Repair Diagnostic chargeable repair total:
    • @display
      Set to "1" if the total cost of all SOR codes is to be displayed on the results screen.
    • @feeType
      The type of fee applied for rechargeable repairs, based on the priority of the schedule of rates item:
      0 = Based on a percentage multiplier of the SOR cost, 1 = Based on a fixed amount added to the SOR cost.
      Note: The percentage multipliers and fixed amounts are held in the priorities table, and can be edited in the 'Fault Priorities' dialog.
    • @feeUse
      Set to "1" if using priority based fee type calculations.
    • @vat
      The current Value Added Tax to add to calculated total if a tenant rechargeable repair.
  • OutOfHours
    • @process
      Set to "1" if different out-of-hours scripts are to be used in place of tenancy specific scripts.
    • @country
      The Country in which the "call centre" is situated. This allows for different Bank Holidays to be defined in OOH configuration file.
    • HoursOfBusiness
      A UNC path to the server folder/file location of the XML OOH configuration file.
      See example file: OperatingHours.xml.
      Note: Shift patterns can be defined, even for holidays; click here to see an example.
  • Tasks
    • @merge
      Set to "1" if tasks are to be merged within Repairs Diagnostic.
    • @process
      Set to "1" if tasks are to be processed by users within Repairs Diagnostic before submission.
    • @auto
      Since v4.0.1.9, @auto="1" is used to automatically process emails when @process="0". e.g. where emails are to be sent with no operator intervention. In this case all missing values are ignored and provided the from and to email addresses are available, the email is sent automatically.
    • @showUnprocessedMergeFields
      When tasks are displayed, controls whether un-merged fields are highlighted.
      1 = display, 0 = hide
      Note: If set at '1', then un-merged fields will require text to be updated before letters can be printed, or emails can be sent.
      A separate setting in the CRM Tasks configuration section controls how un-merged fields are handled within Contact Centre.
    • @log
      Provides the ability to create task history against a caller which can be accessed via Contact Centre (only).
      1 = create task history, 0 = no history required (or Contact Centre not installed).
    • @forceSendEmail
      Controls the behaviour of the 'Process Tasks' screen where Tasks are utilised following a repair diagnostic. If set to '1', the advisor may not proceed until any incomplete bookmarks are resolved and the email is sent.
    • RemoveUnusedBookmarks
      When a template is merged with data captured during a Repairs Diagnostic script, some orphaned Bookmarks (or Merge Fields) may remain in the letter or email body, preventing it from being printed correctly.
      By setting a CSV list of Bookmarks (or Merge Fields), will instruct the template merge process to search for and remove orphaned bookmarks matching the list of values.
      Note: This list should be empty if the @showUnprocessedMergeFields attribute is set at 1.
    • XSLfile
      A UNC path to the server folder/file location of the XSL transformation file used to list tasks to process on tasks process screen.
  • WelcomeMessage<brThis contains the HTML code for the message to be displayed to users on layer 1 (Q & A) of main frame at beginning. If this value begins with "FILE:" the remaining text is treated as a file path and is appended to the value in this node, then the contents of the file is returned.
    Note: If Repairs Diagnostic is to host a Repairs On-line (ROL) database, this should contain simplified links to load the ROL_FlashMessage, policy etc.
  • CompleteMessage
    This contains the HTML code for the message to be displayed to users on layer 1 (Q & A) of main frame at script completion.
    Note: The application should close at script completion, but time lags from host HMS / CRM may cause delay, therefore the message should describe the application status to the user.
  • ROL_FlashMessage
    This contains the HTML code for a container which a Macromedia Flash image will be loaded when Keyfax is running in Repairs-on-Line mode.
  • ROL_ResultsMessage
    (obsolete: replaced with client-specific rol_result.xsl)

    This contains the HTML code for the message to be displayed to users at Repairs-on-Line script completion This can contain the following bookmarks, which will be merged at runtime as follows:
    [CUR_FAULT_NAME] - The Current Fault name (without any recorded option text).
    [CUR_FAULT_DESCRIPTION] - The Current Fault description (including any recorded option text).
    [SCRIPT_PATH] - Lists all questions (normal font) and 'selected option' or 'keyboard entered' (bold font).
    [ADDITIONAL_INFO] - Any script captured additional info (via [KEY] codes), to be used in textarea (name='oAddInfo') for further editing and submission to host.
    Note: The application should close at script completion, but time lags from host HMS / CRM may cause delay, therefore the message should describe the application status to the user.
  • Policy
    • @display
      Determines if the Policy Tab is displayed - for Keyfax Repairs-on-Line only. Default = 1, i.e. show tab.
      Note: to view examples of Policy 'skins', click here.
    • Folder
      The sub folder path (from the Keyfax32 virtual root) which holds files defined in help links.
      Note: If a help button is defined in messages, and the filename only is specified, it is assumed it will be in this folder.
    • Default
      The file to display in the policy layer at launch.
      This value is only used if the default policy file is not supplied in the database field "jf_QAset.policy" for the current script set.



Images

The configuration/Scripting/RD/Images section of the Inter•View KF_config.xml file contains settings for the location of images for display and editing. 

<Images format="SWF" adminFormat="GIF" thumbFormat="PNG">
 <Admin>
   <Hotspot>C:\Inetpub\wwwroot\keyfax32\images\new_cats</Hotspot>
   <Related>C:\Inetpub\wwwroot\keyfax32\images\related</Related>
 </Admin>
 <Client>
   <Hotspot>images/new_cats</Hotspot>
   <Related>images/related</Related>
   <FlashCategories name="rol_en_js" version="5">images/rol</FlashCategories>
 </Client>
</Images>

Explanations of these settings as follows:

  • Images
    • @format
      The format of the related images to be used in the Images layer.
      Note: The images defined in the "jf_diagrams.Metafile" database field (the database defined extension will be replaced at runtime).
      If the format is "SWF" the images will be loaded from the "images/related/swf/" folder.
      If the format is "PNG", "GIF" or "JPG" the images will be loaded from the "images/related/" folder.
    • @adminFormat
      The format of the related images as used in the administration console.
    • @thumbFormat
      The format of related image thumbnails used if running in Repairs-on-Line mode.
    • Admin
      • Hotspot
        The physical path to a folder where the runtime hotspot images are located (or local copies if Keyfax is hosted remotely).
      • Related
        The physical path to a folder where the runtime related images are located (or local copies if Keyfax is hosted remotely).
    • Client
      • Hotspot
        Relative path to Keyfax32 folder where runtime hotspot images are located (see Admin Hotspot). Note that if a path is specified in the 'Image' column of jf_cats_proxy, this overrides this setting.
      • Related
        Relative path to Keyfax32 folder where runtime related images are located (see Admin/Related).
        Note: If the format="SWF" it is necessary for a sub-folder named 'SWF' to be located under this folder, containing the related images in SWF format.
      • FlashCategories
        Relative path to Keyfax32 folder where the ROL Flash category image is located.
        • @name
          The name of the Flash category image (without the .swf extension).
          Note this is also used to create an ID for the Flash object so it can communicate with ROL functionality via Javascript.
        • @version
          The required player version for the Flash content.
          Note: This can be a string in the format of 'majorVersion.minorVersion.revision'. An example would be: "6.0.65". Or you can just use the major version, such as "6".
Asset

The configuration/Scripting/RD/Asset section of the Keyfax KF_config.xml file contains settings for Assets within Repairs Diagnostic. 

<Asset idText="Asset Id:" id="{Startup/AssetID}" selectionRoot="" selectionDepth="">
 <SQLforXML />
 <SqlXmlCol process="1" database="Keyfax">SELECT AssetDetail FROM jf_asset WHERE Asset_ID = '{Startup/AssetID}'</SqlXmlCol>
</Asset>

Explanations of these settings as follows:

  • Asset
    Defines section.
    • @selectionRoot
      Optional; the default is 'Property'. This determines the Asset root node containing nodes to display on the Property tab. Use 'none' to display all nodes below the Asset element.
    • @selectionDepth
      Optional; 1 or default (2) determines the tree depth displaying selection nodes for further details. 1 - displays a simple list of 1st level elements, 2 - displays nested 2nd level elements as well.
    • @SQLforXML
      Only used by Orbit in CV load_xx.asp.
    • @SqlXmlCol
      Description here
      • @process
      • @database
Exchange

The configuration/Scripting/RD/Exchange section of the Keyfax KF_config.xml file contains settings for exchanging Repairs Diagnostic information with host HMS or CRM applications. 

<Exchange>
 <Fault_Text type="long" />
 <Additional_Info prefixjustification="0" />
 <Special_Instructions default="void" />
 <Site_Visit default="void" />
 <SubActionValue default="Not found" />
 <ScriptPath type="1" />
 <AdvicePlainText html="0" prefix="MSG:" />
 <XSLTransformation process="0">
   <XSLfile>\\webprod1\prodsites\Keyfax32\xsl\bcc_poc1.xsl</XSLfile>
 </XSLTransformation>
 <AddNamespace process="0">
   <XSLfile>\\webprod1\prodsites\Keyfax32\xsl\namespace_ng1.xsl</XSLfile>
 </AddNamespace>
 <WebService process="0" asyncTimeout="5">
   <APIurl>http://sx3hsg:23102/communication/KeyfaxData</APIurl>
   <SOAPAction>http://sx3hsg:23102/communication/gateway</SOAPAction>
   <SOAPenvelope bodyNode="[EXPORT_XML]">\\webprod1\prodsites\Keyfax32\xml\NG_soap_envelope.xml</SOAPenvelope>
 </WebService>
</Exchange>

Explanations of these settings as follows:

  • Exchange
    • Fault_Text (deprecated with V4.0)
      • @type
        Some HMS / CRM have limited size fields to hold repair descriptions. This setting allows the control of the export XML FaultText element.
        Using the value "long" will leave the FaultText unchanged.
        Using the value "short" will only allow the Category and Fault name to be returned in the FaultText element. The full FaultText will be copied to the Additional_Info element. Where Additional_Info text already exists, the fault text is appended after a colon separator.
    • Additional_Info
      • @prefixjustification
        If scripts raise justification reasons, prefix the Additional_Info element of export XML with reason if this setting is "1".
    • Special_Instructions
      • @default
        If Special_Instructions freeform text is not entered this text will be returned in it's place.
        If "void" then return element without any text.
    • Site_Visit
      • @default
        If Site_Visit freeform text is not entered this text will be returned in it's place.
        If "void" then return element without any text.
    • SubActionValue
      • @type
        If Sub Actions return without finding data from look-ups or inputs, this text will be returned in it's place. This is often defaulted to "Not found" as above.
        If "void" then return element without any text.
        To specify an HTML string, this must be encoded, e.g. "&lt;font color='#686868' size='1'&gt;Question not applicable&lt;/font&gt;"
    • ScriptPath
      • @type
        The format for returning script path, numeric value 0-2:
        0.All Q & A returned in a multi delimited single XML element, e.g.
        <![CDATA[ [Q=Where is the basin?;A=bathroom], [Q=What type is it?;A=pedestal], [Q=Is it safe?;A=No, it is not safe], [Q=How did it happen?;A=Fair wear and tear]]]>
        1.Each Q & A in individual elements, one for each question, e.g.
        2.Each Q in individual elements with additional elements for each A, e.g.
        <Question no="1">
        <Request>Where is the basin?</Request>
        Response>bathroom</Response>
        </Question>
        <Question no="2">
        <Request>What type is it?</Request>
        <Response>pedestal</Response>
        </Question>
        <Question no="3">
        <Request>Is it safe?</Request>
        <Response>No, it is not safe</Response>
        </Question>
        <Question no="4">
        <Request>How did it happen?</Request>
        <Response>Fair wear and tear</Response>
        </Question>
        Note: If using in conjunction with MIS-AMS SQLActiveH products, and the MISexchange.XML file has been configured to receive the ScriptPath (MapOut[@saveScriptPath="True"]), ensure that this is set at '1'.
    • AdvicePlainText
      • @html
        If advice is to be returned in HTML or "plain text" format, 1 = HTML format, 0 = "plain text".
      • @prefix
        If @html = 1, the prefix value for returned message text.
    • InformHost - Removed as settings now held in client registry (values are preset in Admin/Client config file, e.g. KF32install.ini)
      • HostApp
        If the host application is to call (does not poll or receive callbacks), enter the path to the application here.
      • StatusCodes
        The host application will be called when the status codes are found in this list.
        Note: This should be a comma delimited list of status codes.
    • XSLTransformation
      • @process
        If export XML needs further modification before being returned to host HMS or CRM set to 1.
      • XSLfile
        The path to a XSL file which modifies the content.
    • AddNamespace
      • @process
        If export XML needs specific namespace(s) added before being returned to host HMS or CRM set to 1.
      • XSLfile
        The path to a XSL file which adds namespace(s) to the content.
    • WebService
      • @process
        If export XML needs needs sending to host HMS or CRM web-service, set to 1.
      • @asyncTimeout
        The asynchronous timeout for the host HMS or CRM web-service API call (in seconds).
      • APIurl
        The URL where the host HMS or CRM web-service SOAP envelope is to be sent.
      • SOAPAction
        The name of the host HMS or CRM web-service API call.
      • SOAPenvelope
        An XML template defining a SOAP envelope for the host HMS or CRM web-service API call.
        • @bodyNode
          The bookmark within the SOAPenvelope template in which to place export XML data.
History

The configuration/Scripting/RD/History section of the Keyfax KF_config.xml file contains settings for repair history within Repairs Diagnostic. 

<History byTenant="1" display="0">
 <SQLforXML>\\webprod1\prodsites\Keyfax32\xml\KF3_history_sql.xml</SQLforXML>
 <XSLfile>\\webprod1\prodsites\Keyfax32\xsl\KF3_history.xsl</XSLfile>
 <HistoryNode>Startup/History</HistoryNode>
 <FaultNode>//Order</FaultNode>
 <CategoryNode isAttr="1">Cat</CategoryNode>
 <RepairNode>//Order</RepairNode>
 <SorNode isAttr="1" attr="Code">Repair</SorNode>
 <SorExceptionCodes>INSP</SorExceptionCodes>
</History>

Explanations of these settings as follows:

  • History
    • @byTenant
      If history is not supplied in request XML, and the SQLforXML statement is used to fetch the history.
      If the host HMS or CRM passes an AssetID in request, this should be set at "0", otherwise set at "1".
    • @display
      Determines if the History Tab is displayed - for Keyfax Repairs-on-Line only. Default = 1, i.e. show tab.
    • SQLforXML
      If history is not supplied in request XML, then a SQL statement can be used to query the jf_orders & jf_sub_orders tables.
      Note: To use this data, Database/Orders/@use must be enabled.
      This should be an SQL statement which outputs XML in place of a recordset, which is then rendered with an XSL transformation.
    • XSLfile
      An XSL transformation template to render the history displayed in the layer 4.
    • HistoryNode
      If history is supplied in request XML, then this setting defines the XPath from the XML document Root.
    • FaultNode
      If history is supplied in request XML, then this setting defines the XPath for a collection of Fault elements.
    • CategoryNode
      If history is supplied in request XML, then this setting defines the Category element/attribute within the collection of FaultNode elements.
      This is used to look-up the number of similar faults reported within that category when a category is selected from the script tree.
      • @isAttr
        This defines whether the CategoryNode is stored as an attribute or element: 0 = element, 1 = attribute.
    • RepairNode
      If history is supplied in request XML, then this setting defines the XPath for a collection of Repair Job elements.
    • SorNode
      If history is supplied in request XML, then this setting defines the SoR code element/attribute within the collection of RepairNode elements.
      This is used to look-up the number of previous matching SoR codes ordered when a script is completed.
      • @isAttr
        This defines whether the SorNode is stored as an attribute or element: 0 = element, 1 = attribute.
      • @attr
        This defines the SoR attribute name of the SorNode/@isAttr = 1.
    • SorExceptionCodes
      This is a comma-separated list of SoR codes which should be ignored when looking up previous SoR order history.
Templates

Templates are used to determine the appearance and functionality of Inter•View. 

<Templates>
 <Advice>/&AppName;/templates/xml/advicePlainText.xml</Advice>
 <Cancel>/&AppName;/templates/xml/exportRDCancel.xml</Cancel>
 <Custom>/&AppName;/templates/xml/customExport.xml</Custom>
 <Export>/&AppName;/templates/xml/exportRD_CC.xml</Export>
 <Service>/&AppName;/templates/xml/service.xml</Service>
 <Startup>/&AppName;/templates/xml/startupRD.xml</Startup>
 <SubAction>/&AppName;/templates/xml/scriptData.xml</SubAction>
 <TaskAction>/&AppName;/templates/xml/taskAction.xml</TaskAction>
 <InspectionAction>/&AppName;/templates/xml/misInspectionAction.xml</InspectionAction>
</Templates>

Explanations of these settings follow:

  • Templates
    • Advice
    • Cancel
    • Custom
    • Export
    • Service
    • Startup
    • SubAction
    • TaskAction
    • InspectionAction

Contact•View

Paths

PLEASE NOTE!

Configuration settings are published for information purposes only. Unless express consent has been granted, changes to configuration settings must only be made by Omfax Systems/Touch-Base Ltd technicians or their representatives. KF_config.xml - configuration/Paths section



The configuration/Paths section of the Keyfax KF_config.xml file contains various URLs which the applications use to link each other.

<Paths> <ResourcesURL>http://www.uk.touch-base.com/</ResourcesURL> <AdminURL>http://www.uk.touch-base.com/kfc32</AdminURL> <ScriptTestURL>http://www.uk.touch-base.com/interview/Main/Request.aspx?mode={0}&co={1}&user={2}&set={3}&test=1</ScriptTestURL> <HelpURL>http://dev.touch-base.com/helpconsole2010/Keyfax Administrator Tools/default.aspx?pageid={0}&anchor={1}</HelpURL> <WebServiceCreateURL>http://www.uk.touch-base.com/interview/main/startup.aspx</WebServiceCreateURL> <WebServiceStartupURL>http://www.uk.touch-base.com/interview/main.aspx</WebServiceStartupURL> <WebServiceStatusURL>http://www.uk.touch-base.com/interview/status2.aspx</WebServiceStatusURL> <WebServiceReturnURL> <![CDATA[ http://www.uk.touch-base.com/kfc32/main.asp?s=kf_parser40&status={0} ]]> </WebServiceReturnURL> <WebEmailTaskURL> <![CDATA[ http://www.uk.touch-base.com/kfc32/caller_task.asp?tid= ]]> </WebEmailTaskURL> <WebEmailTasksURL>http://www.uk.touch-base.com/kfc32/user_tasks.asp</WebEmailTasksURL> <WebServiceTolReturn> <![CDATA[ http://www.uk.touch-base.com/kflogintol/repair_complete.asp?tid= ]]> </WebServiceTolReturn> <WebServiceTolStatus>http://www.uk.touch-base.com/kflogintol/status.asp</WebServiceTolStatus> <DataviewURL> <![CDATA[ http://www.uk.touch-base.com/kfdataview/password.asp?co=xxx&user=operator&pwd=operator ]]> </DataviewURL> <ClientResources>\\webprod1\prodsites\KFclient</ClientResources> <ExchangeMap>\\webprod1\prodsites\kflauncher\MISexchange.xml</ExchangeMap> </Paths>

Explanations of these settings as follows: •ResourcesURL 

This is base URL which contains a "KFresources" sub-web. The URL can be an intranet server name (i.e. //WEBPROD1/) or public address (as shown above).

Note: This folder (and subfolders) should be set with permissions (all but full) for the IUSR_SERVERNAME account. •AdminURL 

This is a URL to the main Keyfax management console. The URL can be an intranet server name (i.e. //WEBPROD1/) or public address (as shown above).

Note: This URL is normally located locally on an intranet server, but can also reside on an Omfax managed server, as a central resource. •ScriptTestURL 

This is a URL to the test folder of the Inter•View application. The URL can be an intranet server name (i.e. //WEBPROD1/) or public address (as shown above).

Note: This folder contains request, response and configuration pages, which the Administration Console will load. •HelpURL 

This is a URL to the Keyfax Help system. The URL can be an intranet server name (i.e. //WEBPROD1/) or public address (as shown above).

Note: This URL is normally located on an Omfax managed server, as a central help resource. •*WebServiceCreateURL 

This URL is used by Contact•View / host HMS / CRMs to pass XML request data to RD / FL via XMLHTTP

Note: This URL is normally located locally on an intranet server, but can also reside on an Omfax managed server, as a central resource. •*WebServiceStartupURL 

This URL is used by Contact•View / host HMS / CRMs to log in to RD / FL request data has been sent

Note: This URL is normally located locally on an intranet server, but can also reside on an Omfax managed server, as a central resource. •*WebServiceStatusURL 

This URL is used by Contact•View / host HMS / CRMs to log in to RD / FL to read the RD / FL application state and retrieve export data via XMLHTTP

Note: This URL is normally located locally on an intranet server, but can also reside on an Omfax managed server, as a central resource. •*WebServiceReturnURL 

This URL is used by Contact•View in RD / FL requests to indicate which page to navigate too at the end of a script

Note: This URL is located locally on an intranet server, as part of Keyfax Contact•View. •*WebEmailTaskURL 

This URL is used in Contact•View notification Emails when an ad hoc task has been sent to a user. This is a link to the page which displays the ad hoc task can be viewed.

Note: This URL is located locally on an intranet server, as part of Keyfax Contact•View. •*WebEmailTasksURL 

This URL is used in Contact•View notification Emails when tasks have been assigned to users. This is a link to the page which displays the assigned tasks.

Note: This URL is located locally on an intranet server, as part of Keyfax Contact•View. •*WebServiceTolReturn 

This URL is used Keyfax Repairs On-line to redirect back to a given page after processing a repair request via a the KFloginTOL web-service.

Note: This URL is located locally on an intranet server, as part of Keyfax Contact•View. 

Setting not currently in use.

•*WebServiceTolStatus 

Not currently in use.

•*DataviewURL 

This is the URL to the Data•View web-service if installed. This should include the default user and password parameters for the account to use.

Note: This URL is normally located locally on an intranet server, but can also reside on an Omfax managed server, as a central resource. 

Also, note that from Keyfax v3.2.1.5 onwards the user credentials need not be supplied. The Keyfax application will supply these details for the currently logged in user. This same release supports multi-company Data•View, so the Company code (co=xxx) parameter must be supplied. If omitted, the default company will be assumed.

•*ExchangeMap 

If MIS-AMS SQL ActiveH Repairs or CRM are installed, then this path should indicate the location of the Keyfax/MIS-AMS exchange settings file.

Note: If not integrated with MIS-AMS SQL ActiveH Repairs or CRM, leave this entry empty. •*ClientResources 

If any configuration value begins with "FILE:" the remaining text is treated as a file path and is appended to the value in this node, then the contents of the file is returned.


Client/Company

Database Connections

Email

Data•View

Debug Settings

Client

===Server===

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