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interaction.disposition.value-business-attribute

Section: interaction-workspace
Default Value: DispositionCode
Valid Values: A valid Business Attribute name.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

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 as described in the Configuration Guide.

interaction.disposition.use-attached-data

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.68

Specifies that attached data can be added to the interaction in UserEvent. This option can be overridden by a routing strategy as described in the Configuration Guide.

interaction.disposition.key-name

Section: interaction-workspace
Default Value: DispositionCode
Valid Values: A valid key name.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Specifies 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 as described in the Configuration Guide.

interaction.disposition.is-mandatory

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

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 as described in the Configuration Guide.

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Before you begin, ensure that the following prerequisites are met:
 
Before you begin, ensure that the following prerequisites are met:
  
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* A working knowledge of Genesys Administrator.
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* The <tt>GWS Application Server object</tt> application has a connection to Universal Contact Server and Interaction Server.
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* The <tt>WS_Cluster</tt> application object exists in the Configuration Database.
 
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* The <tt>WS_Cluster</tt> application has a connection to Universal Contact Server and Interaction Server.
 
 
* [[EnablingAgentsToManageContacts|Enabling Agents To Manage Contacts]].
 
* [[EnablingAgentsToManageContacts|Enabling Agents To Manage Contacts]].
 
* A [[Documentation/R|capacity rule]] that allows Agents to receive Twitter interactions.
 
* A [[Documentation/R|capacity rule]] that allows Agents to receive Twitter interactions.
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<ol type="1">
 
<ol type="1">
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<li>Configure the [[Twitter|Twitter]] options in the <tt>interaction-workspace</tt> section of the <tt>WS_Cluster</tt> application object. To enable the Twitter channel, configure the {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-twitter-can-use}} configuration option.</li>
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<li>To enable the Twitter channel, grant the {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-twitter-can-use}} privilege.</li>
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<!--<li>To specify whether or not a Twitter interaction is automatically accepted when a Interaction Server Invite event is received, configure the {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:twitter-auto-answer}} option.</li>-->
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<li>Configure the following Twitter and associated options in the <tt>interaction-workspace</tt> section of the <tt>GWS Application Server object</tt> application object:
 +
<ul>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:twitter-default-queue}}: 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.</li>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:twitter-outbound-queue}}: Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.</li>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:twitter-ringing-bell}}: Specifies the path of the sound file Workspace plays when a Twitter interaction is ringing.</li>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:interaction-disposition-is-mandatory}}: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction.</li>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:interaction-disposition-is-read-only-on-idle}}: Prevents changes to the disposition code after the interaction has been released.</li>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:interaction-disposition-key-name}}: Specifies 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.</li>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:interaction-disposition-use-attached-data}}: Enables the adding of attached data from the interaction in UserEvent.</li>
 +
<li>{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:interaction-disposition-value-business-attribute}}: Specifies 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.</li>
 +
</ul>
 +
</li>
 +
<!--<li>To specify whether or not a Twitter interaction is automatically accepted when a Interaction Server Invite event is received, configure the {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:twitter-auto-answer}} option.</li>-->
 
</ol>
 
</ol>
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==Configuration Options==
 
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You use the following options in the '''[interaction-workspace]''' section to configure Twitter interactions:
 
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* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-twitter-can-use}} &mdash; Enables agent to use the Twitter channel. <!--* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:twitter-auto-answer}} &mdash; Specifies whether a Twitter 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. -->
 
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* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:twitter-default-queue}} &mdash; 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.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:twitter-outbound-queue}} &mdash; Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:interaction-disposition-is-mandatory}} &mdash; 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.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:interaction-disposition-is-read-only-on-idle}} &mdash; Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:interaction-disposition-key-name}} &mdash; 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.
 
−
* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:interaction-disposition-use-attached-data}} &mdash; Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
 
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* {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:interaction-disposition-value-business-attribute}} &mdash; 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.
 
−
 
  
 
[[Category:V:HTCC:9.0.0DRAFT]]
 
[[Category:V:HTCC:9.0.0DRAFT]]

Latest revision as of 19:28, April 22, 2020

Twitter Interactions

Workspace supports the following functionality for Twitter interactions:

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

Enabling the Twitter channel

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

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

To enable the Twitter channel:

  1. To enable the Twitter channel, grant the No results privilege.
  2. Configure the following Twitter and associated options in the interaction-workspace section of the GWS Application Server object application object:
    • 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.
    • No results: Specifies the path of the sound file Workspace plays when a Twitter interaction is ringing.
    • interaction.disposition.is-mandatory: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction.
    • No results: Prevents changes to the disposition code after the interaction has been released.
    • interaction.disposition.key-name: Specifies 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.
    • interaction.disposition.use-attached-data: Enables the adding of attached data from the interaction in UserEvent.
    • interaction.disposition.value-business-attribute: Specifies 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.
This page was last edited on April 22, 2020, at 19:28.
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