Documentation:HTCC:IWWDep:EnablingComms:9.0.0DRAFT

Enabling Internal Communications

The following procedures enable internal communication features in Agent Workspace.

Enabling Team Communicator

Team Communicator is a universal lookup tool. Agents use the Team Communicator to start phone calls and emails. The following procedures enable features in Team Communicator.

You can enable agents to use Team Communicator to call a contact that is stored in the Universal Contact Server (UCS).

Before you begin, ensure that the following prerequisites are met:

• A GWS Application Server object application object exists in the Configuration Database.
• The GWS Application Server object application has a connection to Universal Contact Server.
• Enabling Agents To Manage Contacts.
• Provisioning Agent Workspace for the Voice channel.
• Elastic Search.

To enable agents to use Team Communicator to call a contact:

1. Grant the privilege.teamcommunicator.can-use privilege.
2. Optional. Grant one or more of the following privileges:
   • privilege.teamcommunicator.can-view-all: Allow an agent to search within all internal targets and contacts in Team Communicator.
   • privilege.teamcommunicator.can-view-recent-calls: Allow an agent to view recently contacted resources in Team Communicator.
   • privilege.teamcommunicator.display-agent-groups-availability: Allow an agent to view the number of agents who are ready for voice in agent groups in Team Communicator.
   • presence.evaluate-presence: Allow an agent to view the status of agents, agent groups, Routing Points, and Queues in Team Communicator.
   • privilege.teamcommunicator.can-manage-favorites: Allow an agent to add, edit, and remove personal favorites in Team Communicator.
3. Configure the Team Communicator and related options in the interaction-workspace section of the GWS Application Server object application object:
   • teamcommunicator.add-recent-filters.voice: Specifies what interaction types to store in the Recent buffer.
   • teamcommunicator.always-clear-textbox-on-new-interaction: Specifies whether Workspace clears the team communicator search text box when the interaction is initiated by pressing 'Enter' or by clicking on one of the medias of team communicator results. When it is set to false, this option clears the team communicator search text box only when the interaction is initiated by pressing 'Enter'.
   • teamcommunicator.list-filter-showing: Specifies the list of filters that an agent can use to search for contacts and internal targets.
   • teamcommunicator.load-at-startup: Specifies if all the configuration objects related to favorites (Agents, Agent Groups, Queues, Routing Points, Skills) needed by Teamcommunicator are loaded at login.
   • teamcommunicator.max-size: Specifies the maximum size of the default list when the value of teamcommunicator.show-all-internal-targets} is set to true.
   • teamcommunicator.max-suggestion-size: Specifies the maximum size of the suggestion list that is displayed while an agent is entering a contact or target name.
   • teamcommunicator.recent-max-records: Specifies the number of recent internal targets to display in the list of recent targets.
   • teamcommunicator.request-start-timer: Specifies the request start timer wait interval, in milliseconds, between the last key pressed and the beginning of the search through the contact database.
   • teamcommunicator.show-all-internal-targets: Specify whether all internal targets are displayed by default in the Team Communicator when an agent is searching for a transfer or conference target, including all Agents, Agent Groups, Skills, and Routing Points. Enabling this option could affect the performance of Team Communicator.
   • teamcommunicator.voice.consultation.exclude-numbers: Specifies the format for phone numbers to be excluded on consultation.
   • teamcommunicator.voice.list-status-reachable: Specifies the list of unavailable statuses for which a target agent can be contacted for consultation, transfer, and conference requests.
   • teamcommunicator.voice.make-call.exclude-numbers: Specifies the format for phone numbers to be excluded on making a call.
   • teamcommunicator.voice.single-step-conference.exclude-numbers: Specifies the format for phone numbers to be excluded on single-step conference.
   • teamcommunicator.voice.single-step-transfer.exclude-numbers: Specifies the format for phone numbers to be excluded on single-step transfer.
   • expression.phone-number.supported-characters: Specifies the characters that are permitted when building a request to the T-Server that relies on a phone number. Any other characters from the original string coming from the User Interface are removed.
   • expression.validate.email-address: Specifies the regular expression used to recognize an email address of a target entered in the Team Communicator.
   • expression.validate.phone-number: Specifies the regular expression used to recognize a phone number of a target entered in the Team Communicator when it is used to start a call, transfer, or conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call' or 'Start Voice Consultation' or 'Instant Transfer' or 'Instant Conference' action is enabled for this number. When the agent executes the action, the entered phone number is modified by the logic specified by the expression.phone-number.supported-characters option before the telephony operation is executed.
     • interaction-management.move-to-workbin.restrict-to-my-team: Specifies if the search applied in Team Communicator for Move to Workbin action should be restricted to the workbins of the logged agent team.
4. To restrict which agents can be seen in Team Communicator search results, you can specify which groups an agent can or cannot see by specifying them in these configuration options:
   • teamcommunicator.permissions.agent.restrict-to-agent-groups — Agents who belong to at least one of these agent groups or virtual agent groups will be included in the list.
   • teamcommunicator.permissions.agent.exclude-from-agent-groups — Agents who belong to at least one of these agent groups or virtual agent groups will be excluded from the list (This overrides the teamcommunicator.permissions.agent.restrict-to-agent-groups filter where there is overlap).
5. Ensure that the UCS application to which GWS Application Server object is connected is configured to support index searches in the Contact database:
   • Set the index\enabled option to true.
   • Set the index.contact\enabled option to true.

   For more details about these settings, refer to the eServices 8.1 Reference Manual.

Enabling call routing and voice call, conference, or transfer

You can enable agents to use Team Communicator to call, conference, or transfer to an agent, agent group, skill, routing point or queue using a strategy. This procedure is mandatory for agent groups and skill targets.

Tip

No extra configuration is required to transfer an interaction to an agent.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Designer.
• A GWS Application Server object application object exists in the Configuration Database.
• To transfer to skills, you must have skills defined in the Configuration Database.
• To transfer to agent groups, you must have agent groups defined in the Configuration Database.

To enable agents to use Team Communicator to call, conference, or transfer to an agent, agent group, skill, or a routing point:

1. Set up your system infrastructure:
   1. In the Configuration tab of the GWS Application Server object application, add connections to Stat Server.
   2. In the connections, add a reference to the T-Server associated with the switch to which the agent logs in.
   3. Configure the Team Communicator options in the interaction-workspace section of the GWS Application Server object application object.
2. Set up your agents to be able to use the Team Communicator to call or transfer to other agents or other internal targets:
   1. To let your agents make voice calls, set the value of the privilege.voice.can-use option, to true.
   2. To ensure that the status of your agents, agent groups, Routing Point, and Queue is displayed in the Team Communicator of other agents who might be trying to call them, set the value of the presence.evaluate-presence option to true.
   3. To enable your agents to view the number of targets who are in Ready status in an agent group, allow the privilege.teamcommunicator.display-agent-groups-availability privilege.
   4. For small contact centers, where the number of potential transfer targets is low, you can configure Workspace to display all of the possible targets in the Team Communicator search results when an agent initiates a transfer or conference by searching in the Team Communicator.
      To enable this functionality, set the value of the teamcommunicator.show-all-internal-targets option to true.
      This option is limited by the value that is specified for the teamcommunicator.max-size option.
      Important

      Genesys strongly recommends that only small contact centers use this option. Agents in large contact centers will experience system performance issues if the teamcommunicator.show-all-internal-targets option is enabled.
3. You can choose to set up call routing to direct calls to specific agents based on strategies. To transfer to Skills and Groups, you must also specify a routing point by using the intercommunication.voice.routing-points option.
   1. First determine which call flow scenarios you want handled by a routing-based mechanism based on targets, such as language or product skills, level of training, or availability, and types of calls, such as high priority customers, inquiries, sales, and so on.
   2. Use Genesys Designer, to create a routing strategy that uses routing targets (agents, agent groups, skills, and so on) to process routing-based actions by using the following attached data:
      • IW_RoutingBasedOriginalEmployeeId — The employee ID of the agent who is transferring the interaction.
      • IW_RoutingBasedTargetId — The ID (employee ID of another agent, AgentGroup name, Skill name, Routing Point name, ACD Queue name) of the target.
      • IW_RoutingBasedTargetType — The type of the target (Agent, AgentGroup, Skill, RoutingPoint, ACDQueue)
      • IW_RoutingBasedRequestType — Informs the strategy of the type of action is to be done (MakeCall,OneStepConference,InitConference,OneStepTransfer,InitTransfer)
   3. Depending on the type of target for which you want to use routing-based transfer, use Genesys Administrator Extension to set the value of the intercommunication.voice.routing-based-targets options as follows:
      • To use T-Server to handle transfers to Agent, Routing Point, Queue, and Directly Dialed (Type Destination), and have all other transfers handled by a strategy, set the value of this option to "" (empty)
      • To use routing-based transfer for Agents, add the value Agent to this option.
      • To use routing-based transfer for Routing Point, add the value RoutingPoint to this option.
      • To use routing-based transfer for ACD Queues, add the value ACDQueue to this option.
      • To use routing-based transfer for Directly Dialed (Type Destination), add the value TypeDestination to this option.
      • For agent groups and skills, it is not mandatory to set the routing-based target option because these target always use routing-based transfer.
   4. To specify whether a specific call type is to be handled by the routing-based mechanism, set the value of the intercommunication.voice.routing-based-actions option.
      • MakeCall: Use the routing-based mechanism for external calls.
      • OneStepTransfer: Use the routing-based mechanism for single-step transfers.
      • InitTransfer: Use the routing-based mechanism for two-step transfers.
      • InitConference: Use the routing-based mechanism for two-step conferences.
      • OneStepConference: Use the routing-based mechanism for single-step conferences.
   5. Load the routing strategy on the Routing Point that is defined by the intercommunication.voice.routing-points option.
   6. If contact.lookup.enable is enabled, and intercommunication is configured as above, use the contact.lookup.voice.intercommunication.use-dialed-phone-number option to specify that contact lookup is performed on the phone number typed by an agent for an outgoing call to Routing Point.
4. Fine-tune the settings for contacting specific targets (Agent, AgentGroup, RoutingPoint, ACDQueue, Contact, and/or TypeDestination) that are using a routing-based mechanism by configuring action-specific options:
   • intercommunication.voice.consultation-enabled
   • intercommunication.voice.make-call-enabled
   • intercommunication.voice.single-step-conference-enabled
   • intercommunication.voice.single-step-transfer-enabled
5. To control whether agents can make one-step transfers and conferences while there is an active consultation on a voice call, configure the following options. Setting the options to true means that the one-step transfer or one-step conference buttons are available during voice calls with active consultations.
   • teamcommunicator.one-step-conference-with-consultation.enabled
   • teamcommunicator.one-step-transfer-with-consultation.enabled

Enabling multimedia interaction transfer

You can enable agents to use Team Communicator to transfer a multimedia interaction (Email and Chat) to an agent, agent group, or skill by using a strategy. This procedure is mandatory to transfer to agent groups and skills.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Designer.
• A GWS Application Server object application object exists in the Configuration Database.
• To transfer to skills, you must have skills defined in the Configuration Database.
• To transfer to agent groups, you must have agent groups defined in the Configuration Database.

To enable agents to use Team Communicator to transfer a multimedia interactions:

1. By using Genesys Designer, configure a routed-based transfer workflow by using these steps:
   1. Create an Interaction Queue/Interaction View pair. The Interaction Queue is used as a part of the workflow; however, Interaction Queues are not available as transfer targets in the agent interface.
   2. Create a routing strategy to process routing-based actions. To help you write the appropriate strategy, Workspace Web Edition adds the following attached data to the interaction:
      • IW_RoutingBasedOriginalEmployeeId — The employee ID of the agent who is transferring the interaction.
      • IW_RoutingBasedTargetId — The ID (employee ID of another agent, AgentGroup name, Skill name) of the target.
      • IW_RoutingBasedTargetType — The type of the target (Agent, AgentGroup, or Skill)
      • IW_RoutingBasedRequestType — Informs the strategy of the type of action is to be done. This attached data has only one value available for this release: OneStepTransfer
   3. Link the above Queue to the strategy.
   4. Activate the strategy.
2. Using GAX, set the values of the following configuration options to the Queue that you created in Step 1:
   • interaction-workspace/ intercommunication.email.queue
   • interaction-workspace/intercommunication.chat.queue
   • interaction-workspace/intercommunication.<media-type>.queue
3. Use the following options to specify the routing-based actions that are permitted:
   • intercommunication.chat.routing-based-actions
   • intercommunication.email.routing-based-actions
   • intercommunication.<media-type>.routing-based-actions
4. Depending on the type of target for which you want to use routing-based transfer, use GAX to set the values of the intercommunication.chat.routing-based-targets, intercommunication.email.routing-based-targets, and/or intercommunication.<media-type>.routing-based-targets configuration options as follows:
   • To use Interaction Server to handle agent-to-agent transfer and have all other transfers handled by a strategy, set the values of these options to "" (empty)
   • To use routing-based transfer for Agents, set the values of these options to Agent.
   • For agent groups and skills, it is not mandatory to set the routing-based target options because these target always use routing-based transfer.
5. Log out agents and log them back in again.

Enabling an agent to view routing point and queue presence information in Team Communicator

This section describes how you can configure Workspace to display presence information, including warning and error levels, in the Team Communicator for Routing Point Objects and Queues.

Each object or group of objects for which you want to define presence must have its own section defined in the Workspace Application object in the Configuration Database. In this example configuration, a section named routing-point-presence has been created and the AverageWaitingtime statistic has been specified. "seconds." is defined as the display text and the values 5 and 10 have been specified for the warning and error levels that determine when the presence icons change from ready to warning to error levels:

The statistic-name option references AverageWaitingTime, the "name" value of the statistics.definitions.v2v3_AverageWaitingTime_RP option, defined in the Statistics_Definitions.cfg file and found in the Workspace application options in Genesys Administrator Extension:

You can also configure statistics in a section named queue-presence to display presence information in Team Communicator for queues.

Defining a Routing Point Presence Object section

Use Genesys Administrator Extension to define a new section in the options of Workspace Application object.

• Use any string representing the Routing Point object concatenated with any logical identifier as the name of the section.
• Define the values that are to be displayed for the Routing Point as the Options and Values of the section.

Refer to the Table - Mandatory and Optional Options for Routing Point Presence Sections for a complete list of the mandatory and optional options that you can define for each presence Object.

Mandatory and Optional Options for Routing Point Presence Sections

Key	Mandatory
statistic-name	Yes
statistic-text	Yes
warning-level	No
error-level	No
object-ids	No
associated-object-type	No
associated-object-ids	No

Defining a Queue Presence Object section

Use Genesys Administrator Extension to define a new section in the options of Workspace Application object.

• Use any string representing the Queue object concatenated with any logical identifier as the name of the section.
• Define the values that are to be displayed for the Queue as the Options and Values of the section.

Refer to the Table - Mandatory and Optional Options for Queue Presence Sections for a complete list of the mandatory and optional options that you can define for each presence Object.

Mandatory and Optional Options for Queue Presence Sections

Key	Mandatory
statistic-name	Yes
statistic-text	Yes
warning-level	No
error-level	No
object-ids	No
associated-object-type	No
associated-object-ids	No

Displaying object statistics

Workspace enables you to assign the Object presence statistics that you have defined on the Application object at one or more of the following levels:

• Application level — Display Object Statistic to all agents
• Tenant level — Display Object Statistic to all the agents of the Tenant
• Agent Group level — Display Object Statistic to all the agents of the Agent Group
• Agent level — Display Object Statistic to the agent

To assign an Object presence statistic to a specific configuration hierarchy level, define and configure the teamcommunicator.routing-point-presence-metrics option for Routing Points or the teamcommunicator.queue-presence-metrics option for Queues in the interaction-workspace section of the level. The value of this option is a comma-separated list of Presence Object sections that are to be interpreted.

Use the following Team Communicator option to assign object presence to Team Communicator:

• presence.evaluate-presence: Specifies whether the presence (availability) of agents, agent groups, Routing Points (when configured), and Queues is shown in Team Communicator search results.

Display precedence rules:

• When there is a presence section that does not have a specified object-ids key and a presence section which applies to object "queue 1", the second section will apply to "queue 1"; the presence of all other objects is defined by the first section.
• When there are multiple presence sections that do not have object-ids, only the first presence section in the list is taken into account.
• When an object is listed in multiple presence sections, only the first one in the list is taken into account.
• When all presence sections have explicit object-ids keys, the objects that are not explicitly listed in any presence section are displayed without presence information.

Example

The following is an example of a contact center that displays routing points in Team Communicator and also uses virtual queues to calculate statistics for presence on routing points.

• Routing Points RP1, RP2, RP3 are available in Team Communicator as target for voice call transfers.
• Virtual Queues VQ1, VQ2 are not available in Team Communicator, but are technical objects that are available for background operations.
• The availability of RP1 is based on the "Number of Waiting Calls" on RP1.
• The availability of RP2 is based on the "Estimated Waiting Time" of VQ1.
• The availability of RP3 is based on the "Estimated Waiting Time" of VQ2.

Use the following configuration to get the expected presence metric of the routing points described above:

• Section: routing-point-presence1
  • statistic-name=CurrNumberWaitingCalls
  • statistic-text=interaction(s) waiting.
  • warning-level=5
  • error-level=10
  • object-ids=RP1@Switch1

• Section: routing-point-presence2
  • statistic-name=ExpectedWaitTime
  • statistic-text=second(s) to wait
  • warning-level=30
  • error-level=60
  • object-ids=RP2@Switch1,RP3@Switch1
  • associated-object-type=Queue
  • associated-object-ids=VQ1@Switch1,VQ2@Switch1

• Section: interaction-workspace
  • presence.evaluate-presence=routing-point-presence1,routing-point-presence2

In this configuration, any routing point apart from RP1, RP2, and RP3 will not display presence in Team Communicator.

Creating Corporate Favorites

You can enable the use of corporate favorites in the Team Communicator. Administrators must create, edit, and remove favorites by using Genesys Administrator Extension. You can configure the system so that each agent is assigned one or more quick dial favorites lists. You do not have to assign the same list of favorites to every agent.

Before you begin, ensure that the following prerequisites are met:

• An understanding of Configuration options
• A GWS Application Server object application object exists in the Configuration Database.

To enable the use of corporate favorites:

1. Using GAX, create a new section in the appropriate object (the GWS Application Server object application, Tenant, Agent Group, or Agent), and name it with the name of the Corporate Favorite that you want to create.
2. Configure the new Corporate Favorite section to be one of the following types:
   • Agent
   • Agent Group
   • Skill
   • Routing Point
   • Custom Contact
   • Interaction Queue
   • Queue

Attached Data

You can have multiple instances of the same object type, such as a routing point, in corporate favorites with different attached data for each. For example:

[Fav-English]	[Fav-Spanish]
type: RoutingPoint	type: RoutingPoint
id: 6666@MySwitch Note: the following characters are not supported for the id: ?|{}[]()"\,	id: 6666@MySwitch Note: the following characters are not supported for the id: ?|{}[]()"\,
display-name: English	display-name: Spanish
attached-data.lang: en	attached-data.lang: es

Corporate Favorite Options by Type

The Table Corporate Favorite Options by Type defines the Corporate Favorite types and the mandatory options.

Important

A corporate favorite that has Custom Contact specified as the type only appears in a Favorites search and the Recent list if the contact was previously called. Search All only searches within targets that specify the following types: Agent, Contact, Routing Point, Skill, Queue, Interaction Queue, and Agent Group.

Corporate Favorite Options by Type

Type	Options	Mandatory	Valid values	Example
Agent	type	Yes	Agent	Agent
	id	Yes	<user name of the agent>	User123 Note: the following characters are not supported for the id: ?|{}[]()"\,
	capabilities	No	empty, Engage, OneStepTransfer, OneStepConference, TwoStepTransfer, TwoStepConference, Consultation	Refer to Creating different Corporate Favorites for Transfer, and Conference targets.
	category	No	<a semicolon-separated list of category names>	CorporateCategory1;FavoriteAgents
	display-name	No	<display name of the agent>	Jim Brown
Agent Group	type	Yes	AgentGroup	AgentGroup
	id	Yes	<name of the agent group>	Agent Group Meridian Note: the following characters are not supported for the id: ?|{}[]()"\,
	capabilities	No	empty, Engage, OneStepTransfer, OneStepConference, TwoStepTransfer, TwoStepConference, Consultation	Refer to Creating different Corporate Favorites for Transfer, and Conference targets.
	category	No	<a semicolon-separated list of category names>	CorporateCategory1;FavoriteAgents
	display-name	No	<display name of the agent group>	Meridian
Skill	type	Yes	Skill	Skill
	id	Yes	<name of the skill>	French Note: the following characters are not supported for the id: ?|{}[]()"\,
	capabilities	No	empty, Engage, OneStepTransfer, OneStepConference, TwoStepTransfer, TwoStepConference, Consultation	Refer to Creating different Corporate Favorites for Transfer, and Conference targets.
	category	No	<a semicolon-separated list of category names>	French Speaking Agents;Mandarin Speaking Agents
	display-name	No	<display name of the skill>	French
Routing Point	type	Yes	RoutingPoint	RoutingPoint
	id	Yes	The DN number in the following format: <DN number>@<switch>	123@MySwitch Note: the following characters are not supported for the id: ?|{}[]()"\,
	capabilities	No	empty, Engage, OneStepTransfer, OneStepConference, TwoStepTransfer, TwoStepConference, Consultation	Refer to Creating different Corporate Favorites for Transfer, and Conference targets.
	category	No	<a semicolon-separated list of category names>	CorpRoutingPoint
	display-name	No	<display name of the routing point>	Support
	attached-data.<AttachedDataKey>	No	<an attached data key>	attached-data.lang: en
Directly Dialed	type	Yes	CustomContact	CustomContact
	capabilities	No	empty, Engage, OneStepTransfer, OneStepConference, TwoStepTransfer, TwoStepConference, Consultation	Refer to Creating different Corporate Favorites for Transfer, and Conference targets.
	category	No	<a semicolon-separated list of category names>	External Resources
	firstname	No	<any string>	First
	lastname	No	<any string>	External
	phonenumber	Yes (one or both)	<a semicolon-separated list of phone numbers>	+1555234567890;+555123454321
	emailaddress		<a semicolon-separated list of email addresses>	external1@mail.dom;external2@mail.dom
	display-name	No	<display name of the custom contact>	Angie Davis
Interaction Queue	type	Yes	InteractionQueue	InteractionQueue
	id	Yes	<script name of the interaction queue>	123 Note: the following characters are not supported for the id: ?|{}[]()"\,
	category	No	<a semicolon-separated list of category names>	CorporateCategory1;FavoriteAgents
	display-name	No	<display name of the interaction queue>	Quality Assurance
Queue	type	Yes	ACDQueue	ACDQueue
	id	Yes	The DN number in the following format: <DN number>@<switch>	123@MySwitch Note: the following characters are not supported for the id: ?|{}[]()"\,
	capabilities	No	empty, Engage, OneStepTransfer, OneStepConference, TwoStepTransfer, TwoStepConference, Consultation	Refer to Creating different Corporate Favorites for Transfer, and Conference targets.
	category	No	<a semicolon-separated list of category names>	CorpACDQueue
	display-name	No	<display name of the routing point>	Support
	attached-data.<AttachedDataKey>	No	<an attached data key>	attached-data.lang: en

3. Grant the following privilege: to the agents that you want to enable for favorites:
   • privilege.teamcommunicator.can-view-favorites: Allow an agent to view favorites in Team Communicator.
4. In the configuration layer, in options of the related section (or Tenant/Agent Group/Agent annexes), configure the following options in the interaction-workspace section of agent, agent group, tenant, and/or application annexes:
   • teamcommunicator.corporate-favorites -- The list of corporate favorites (quick dial favorites) that are configured in Configuration Server for an Agent, Agent Group, Skill, Routing Point, Queue, Interaction Queue, or Custom Contact in the same tenant as the agent. Favorites that are configured at the agent level take precedence over those that are configured at the agent group level, which take precedence over the tenant level, which takes precedence over the application level.
   • teamcommunicator.max-favorites-size -- The maximum number of favorites to display to the agent in the Team Communicator drop-down view.

Creating different Corporate Favorites for Transfer, and Conference targets

You can specify different Corporate Favorites to be displayed in Team Communicator for the following call actions by using the capabilities option in the section for a given Corporate Favorite: Main Window Team Communicator, Transfer, and Conference, and Consult.

The teamcommunicator.corporate-favorites option specifies which Corporate Favorites are displayed in Team Communicator. This option can be configured at the Agent, Agent Group, and Application level and can be overridden by a Routing Strategy. The value of this option is a list of sections that contain options that describe the Corporate Favorite.

The following values are supported for the capabilities option:

• If the capabilities option is set to a specific list of values, then the use of corporate favorites is possible only for these capabilities.
  • Engage: The corporate favorite is enabled in the Main Window Team Communicator to create a new outbound interaction (voice or email).
  • OneStepTransfer: The Corporate Favorite can be used for one-step call transfers.
  • OneStepConference: The Corporate Favorite can be used for one-step call conferences.
  • TwoStepTransfer: The Corporate Favorite can be used for a consultation call which can be completed as a call transfer.
  • TwoStepConference: The Corporate Favorite can be used for a consultation call which can be completed as a call conference.
  • Consultation: The Corporate Favorite can be used for consultation calls that cannot be completed as a call transfer or call conference.
• If the capabilities option is not set, then the Corporate Favorite can be used for any call operation.
• If the capabilities option is set with no value specified (empty), then the Corporate Favorite cannot be used for any call operation.

Here are some example Corporate Favorites with different values set for the capabilities option.

Corporate Favorite	Value of capabilities	Functionality
CorpFav1	Engage,OneStepConference,Consultation	This Corporate Favorite is available for new outbound interaction creation. It is displayed in the Instant Conference and Consultation button Team Communicators.
CorpFav2	Engage,OneStepTransfer,TwoStepTransfer	This Corporate Favorite is available for new outbound interaction creation. It is displayed in the Instant Transfer and Consultation with Transfer option button Team Communicators.
CorpFav3	Engage,TwoStepTransfer,TwoStepConference	This Corporate Favorite is available for new outbound interaction creation. It is displayed in the Consultation with Transfer option and Consultation with Conference option button Main Window Team Communicator.

For an Agent object assigned the three Corporate Favorites, the Corporate Favorites are available in the following buttons:

• Main Team Communicator: CorpFav1, CorpFav2, and CorpFav3 are all displayed.
• One-Step Transfer: CorpFav2 is displayed.
• One-Step Conference: CorpFav1 is displayed.
• Consultation: CorpFav1, CorpFav2, and CorpFav3 are all displayed.

  Once the consultation is established:

  • Complete Transfer: CorpFav2 and CorpFav3 are displayed.
  • Complete Conference: CorpFav3 is displayed.

Assignment of Favorites

When you create corporate favorites, you assign to them a type that is based on the scope to which it is applied: agent, agent group, tenant, or application. You can create multiple favorites and assign them in a hierarchy. For example, you create four favorites: fav1, fav2, fav3, and fav4. You then make the following assignments:

1. application—teamcommunicator.corporate-favorites="fav1,fav2"
2. tenant—teamcommunicator.corporate-favorites="fav4"
3. agent—teamcommunicator.corporate-favorites="fav1,fav3"

The final list of favorites that are assigned to the agent are: "fav1,fav3"

Microsoft Teams integration

Workspace Web Edition can be integrated with Microsoft Teams in a Microsoft Azure Single sign-on environment. The integration enables Agent Workspace users to search for Microsoft Teams users in the Azure Active Directory from Team Communicator. Search All and Search Favorites are supported. Microsoft Teams user real-time presence (availability) is displayed in Team Communicator. Agent Workspace users can transfer inbound calls to Microsoft Teams users, including blind transfers and consultation call transfers (two-step transfer), and can conference an inbound call with a Microsoft Teams user.

To enable Microsoft Teams integration for an agent or agent group configure the following mandatory options:

• Grant the privilege.ms-teams.can-use privilege.
• Add the value Teams to the teamcommunicator.list-filter-showing option.
• (Optional) Update the value of the teamcommunicator.third-party-name to MS Teams, Teams, or other service name. The default name for third-party services is External/Third party.

Configuring SSO for Microsoft Teams integration

Agents who are enabled for Microsoft Teams integration and who are in tenants using single sign-on (SSO) with Microsoft on Azure can log in to Agent Workspace using their Microsoft domain credentials. Consult the Microsoft Azure documentation for information on how to complete SSO setup for enterprise applications.

To enable Workspace Web Edition for SSO with Microsoft Azure, follow these steps:

1. In Microsoft Azure, create an Azure Enterprise Application in the Azure Active Directory.
   1. Select Azure AD SAML Toolkit as the baseline.
   2. Name your application something like genesys-sso-integration.
   3. Confirm that your application was created correctly by viewing the Overview in the Azure AD Gallery.
2. Under Single Sign-on, click SAML to enable the SAML single sign-on method.
3. From the SAML Single Sign-on tab, download the Federation Metadata XML file and save it with the name of the application. For example, genesys-sso-integration.xml.
4. In Genesys Agent Setup (note, this is only available to Genesys Multicloud CX customers), set up SAML configuration and create the Genesys Web Services SAML metadata file.
5. Upload the file to the application that you created in Microsoft Azure.
6. Save the application.

Register WWE on the Azure Portal

You must register Workspace Web Edition on the Azure portal. Login as the administrator on your Azure subscription and create a new application registration in Azure active directory. After the application is registered, you receive a unique Application Client ID and Directory Tenant ID.

1. On the Azure portal navigate to Azure Active Directory.
2. On the Active Directory section menu, click App registrations.
3. In the App registrations section, click New registration.
4. Add the following information:
   • Application name: <name of your application>
   • Access Type: Single tenant
   • Redirect Type: Single-page application (SPA)
   • Redirect URI: The auth-login.html webpage for your Workspace Web Edition application. For example: https://<wwe-domain>/ui/wwe/auth-login.html
5. Click Register. A confirmation message is displayed if you have created your new registration correctly, then the Overview section is displayed.
6. From the Overview section, note the Application Client ID and Directory Tenant ID to be used to configure Workspace Web Edition.
7. Select Authentication.
8. If you are using multiple Workspace Web Edition domains, in the Authentication section of the newly created Application, add redirect URIs for each domain.
9. In the Authentication section, select the following tokens for the application, then click Save:
   • Access Tokens
   • ID Tokens
10. To add permissions for Microsoft Graph API, select API Permissions.
11. in the API Permissions section, click Add a permission.
12. Select Microsoft Graph.
13. Select Delegated permissions.
14. Search for and select the following types of permissions:
    • User.Read.All
    • Presence.Read.All
    • Group.Read.All
15. Click Add permissions to validate your selections.
16. Click Grant admin consent for the Azure subscription administrator.
17. Click Yes to validate the action. A confirmation message is displayed. You can view your permissions under the Configured permissions section.

Configure Teams ids in Workspace Web Edition

Set the unique Application Client ID and Directory Tenant ID as the values of the following Workspace Web Edition options:

• ms-teams.graph-api.app-client-id
• ms-teams.graph-api.app-tenant-id

Set the value of the ms-teams.phone-number-collection-attribute option to the attribute in the Microsoft Active Directory profile which defines the phone number of the Teams users. By default, the businessPhones attribute is used. Workspace Web Edition uses this number to make a call to a selected Teams user.

Filtering the Microsoft Teams users search

You can restrict which Microsoft Teams users in your organization are valid search targets for Agent Workspace users based on Azure Active Directory group membership or profile attributes. Use the following options to define which users are searchable:

• teamcommunicator.permissions.ms-teams.restrict-to-ad-group-id

  The object id of the Teams group, for example: 1925b245-c54f-4165-f16d1b12658a

• teamcommunicator.permissions.ms-teams.restrict-to

  A valid user properties attribute name and attribute value pair, grouped by parentheses, for example: jobTitle(Agent), department(CallCenter, Sales)

• teamcommunicator.permissions.ms-teams.exclude

  A valid user properties attribute name and attribute value pair, grouped by parentheses, for example: companyName(sample), country(Germany,GB)

Favorites and Corporate Favorites

Workspace Web Edition supports adding, editing, and removing Microsoft Teams users for both personal and corporate favorites.

Corporate Favorite Options by Type for Microsoft Teams integration

Type	Options	Mandatory	Valid Values	Example
Teams	type	yes	Teams	Teams
	id	yes	<userPrincipalName of the teams user>	<userid>@<yourorganization.com>
	category	no	<a semicolon-separated list of category names>	Legal;Sales;Accountant
	display-name	no	<display name of the agent>	Avril Mai

Transfer, conference, and consult

Workspace Web Edition supports call single-step transfer, single-step conference, consultation, and two-step transfer to Microsoft Teams users. To enable one or more of these features, add the value Teams to the following options:

• intercommunication.voice.single-step-conference-enabled
• intercommunication.voice.single-step-transfer-enabled
• intercommunication.voice.consultation-enabled
• intercommunication.voice.make-call-enabled

Enabling Telemetry and Agent Feedback

The Genesys Telemetry Service acts as an observability gateway to gather telemetry data, metrics, and logs for Genesys Multicloud software that has services running outside the data center and out of range of the Cloud Observability framework, such as Workspace Web Edition. The Workspace system telemetry options control how Workspace sends metrics and logs to the Telemetry Service. Use the following options to set up the telemetry mechanism:

• system.telemetry.enabled: Specifies whether telemetry is used to push metrics and traces to the Telemetry Service.
• system.telemetry.enable-metrics: Specifies whether UI metrics and events are sent to the Telemetry Service.
• system.telemetry.enable-traces: Specifies whether UI traces are sent to the Telemetry Service.
• system.telemetry.log-level: Specifies the telemetry log level.
• system.telemetry.monitor-interval: Specifies the duration, in seconds, between two checks of the metrics, events, or traces before publishing the data to the Telemetry Service.
• system.telemetry.service-url: Specifies the url of the telemetry service.
• system.telemetry.service-url-<n>: Specifies the url of one of the telemetry services when there are multiple pairs in a region. The "-<n>" in this option refers to the number specified for "-<n>" in the expression.gws-url.capturing-groups-<n> option. It tells Workspace to use the url pattern specified by the expression.gws-url.capturing-groups-<n> option for the Telemetry Service url.

With system telemetry enabled, you can also enable the agent feedback mechanism. It is useful for administrators to receive feedback from agents about call quality, software behavior, and disconnection events. You can enable the Feedback menu item in the Main menu which allows agents to view and use the Feedback dialog box. When an agent clicks Send, their feedback is sent to the Telemetry Service. Use the following options to enable the Feedback mechanism:

• system.feedback: Specifies whether the Feedback dialog is available for agents to provide feedback about interaction quality, software behavior, and disconnection events.
• system.feedback.message.max-length: Specifies the maximum number characters allowed for the feedback message from an agent.
• system.feedback.submit-after-disconnect: Specifies whether a Feedback dialog box is displayed the next time the agent logs in after a session closed due to the Cometd defense. Managed by the system.cometd.timeout option.