Documentation:HTCC:IWWDep:IntFacebook:9.0.0DRAFT

Facebook Interactions

Workspace supports the following functionality for Facebook interactions:

• Accept an interaction
• Reject an interaction
• Ignore an interaction
• Mark Done an interaction
• One-Step Transfer an interaction
• Set Interaction Disposition

Enabling the Facebook channel

You can enable agents to use the Facebook channel to handle inbound Facebook interactions from a contact that is stored in Universal Contact Server (UCS).

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

• The GWS Application Server object application has a connection to Universal Contact Server and Interaction Server.
• Enabling Agents To Manage Contacts.
• A capacity rule that allows Agents to receive Facebook interactions.

To enable the Facebook channel:

1. Configure the Facebook options in the interaction-workspace section of the GWS Application Server object application object.
2. Configure the Facebook queue options in the interaction-workspace section that are mandatory for basic Facebook processing: No results and No results.
3. Configure the Workbin options in the interaction-workspace section of the GWS Application Server object application object, them), in particular: No results and No results.

Configuration Options

You use the following options in the [interaction-workspace] section to configure Facebook interactions:

• No results — Enables agent to use the Facebook channel.
• No results — Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Configuration Guide.
• No results — Specifies the number of comments are initially displayed and then added when Show More is clicked.
• No results — Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer.
• No results — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
• interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• No results — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
• interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.

facebook.auto-answer

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in the Configuration Guide.

facebook.comments-pagination-size

• Default Value: 2
• Valid Values: Any positive integer.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the number of comments are initially displayed and then added when Show More is clicked.

facebook.default-queue

• Default Value: Facebook Outbound Queue
• Valid Values: A valid name of a Script of type Interaction Queue.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer.

facebook.outbound-queue

• Default Value: Facebook Outbound Queue
• Valid Values: A valid name of a Script of type Interaction Queue.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.

facebook.prompt-for-done

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if the application prompts a confirmation message when the user clicks Done. This option can be overridden by a routing strategy, as described in the Configuration Guide.

facebook.ringing-bell

• Default Value:
• Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the path of the sound file Workspace plays when a Facebook interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once.
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound.

privilege.facebook.can-use

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value of this option is set to true, the agent is permitted to use the Facebook channel.

privilege.facebook-session.can-use

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When the value of this option is set to true, the agent is permitted to use Facebook Private Messaging on the Facebook channel.