contact.ucs-interaction.<media-type>.enable-create
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies that the feature that generates the interaction history in Universal Contact Server (UCS) for Open Media Workitem interactions is activated. This option can be overridden by a routing strategy as described in the Configuration Guide.
contact.lookup.<media-type>.enable-create-contact
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 9.0.000.31
Modified: 9.0.000.80
When contact lookup is enabled in the context of the current interaction, this option specifies that the Universal Contact Server (UCS) creates a contact if the initial search cannot find any existing contact. This option can be overridden by a routing strategy as described in the Configuration Guide. Note: This option overwrites the contact.lookup.enable-create-contact option. It is not taken into account when the attached data 'IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup and create behavior in the context of outbound campaign interactions.
contact.lookup.<media-type>.enable
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Related Options: contact.lookup.enable
Specifies that the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to the Agent are activated. This option can be overridden by a routing strategy as described in the Configuration Guide. Note: This option overwrites the contact.lookup.enable option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup behavior in the context of outbound campaign interactions.
workbin.<media-type>.<workbin-nickname>.displayed-columns
Section: interaction-workspace
Default Value: From,To,Subject,Received
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the list of interaction fields displayed as columns in the specified workbin.
workbin.<media-type>.<workbin-nickname>
Section: interaction-workspace
Default Value: No default value
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it.
workbin.<media-type>.in-progress
Section: interaction-workspace
Default Value: No default value
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it.
intercommunication.<media-type>.routing-based-actions
Section: interaction-workspace
Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.65
Specifies the list of 'routing based' actions that an agent is allowed to perform.
intercommunication.<media-type>.routing-based-targets
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.65
Related Options: intercommunication.<media-type>.routing-based-actions
Specifies the list of targets that are contacted through the 'routing based' mechanism for the requests that are defined in the intercommunication.<media-type>.routing-based-actions option. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.
intercommunication.<media-type>.routing-based-actions
Section: interaction-workspace
Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.65
Specifies the list of 'routing based' actions that an agent is allowed to perform.
intercommunication.<media-type>.queue
Section: interaction-workspace
Default Value: No default value
Valid Values: Name of a valid Script object of type Interaction Queue
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.65
Specifies the name of the Interaction Queue that is used by the 'routing based' feature for a Workitem. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.
<media-type>.ringing-bell
Section: interaction-workspace
Default Value: No default value
Valid Values: All special characters that are valid URL file path, '|' separator and numeric values.
Changes Take Effect: Immediately
Introduced: 9.0.000.31
Modified: 9.0.000.88
Specifies the path of the sound file that is played when the interaction is ringing. For example: 'BELL|7|0|100'. The value has four components that are separated by the pipe ('|') character.
1.The sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file).
2. A priority: the higher the integer, the higher the priority.
3. 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.
4. The volume from 0 to 100 (100 is the default).
<media-type>.prompt-for-done
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 if the application prompts a confirmation message when a user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy as described in the Configuration Guide.
<media-type>.detail-region.default-display-mode
Section: interaction-workspace
Default Value: Medium
Valid Values: Specify a value from the following list: Medium, Large, Collapsed.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.65
Specifies the default display mode for the Details view in the interaction view: Medium for 200px, Large for 400px, and Collapsed. This option can be overridden by a routing strategy as described in the Configuration Guide.
<media-type>.auto-answer
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
Related Options: <media-type>.auto-answer.enable-reject,<media-type>.auto-answer.timer
Specifies whether an interaction is automatically accepted and joined when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in the Configuration Guide.
<media-type>.auto-answer.enable-reject
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.72
Related Options: <media-type>.auto-answer,<media-type>.auto-answer.timer
When the option '<media-type>.auto-answer' with matching media type is set to true and '<media-type>.auto-answer.timer' is greater than 0, this option specifies whether the 'Reject' button is enabled when the corresponding privilige is granted. For outbound push-preview interactions, use the 'outbound.push-preview.auto-answer.enable-reject' option. This option can be overridden by a routing strategy as described in the Configuration Guide.
<media-type>.auto-answer
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
Related Options: <media-type>.auto-answer.enable-reject,<media-type>.auto-answer.timer
Specifies whether an interaction is automatically accepted and joined when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in the Configuration Guide.
<media-type>.auto-answer.timer
Section: interaction-workspace
Default Value: 0
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.72
Related Options: <media-type>.auto-answer,<media-type>.auto-answer.enable-reject
Specifies the time, in seconds, after which the inbound interaction of the specified type is automatically answered. A value of 0 means the call is auto-answered immediately. For outbound push-preview interactions, use the 'outbound.push-preview.auto-answer.timer' instead. This option can be overridden by a routing strategy as described in the Configuration Guide.
<media-type>.auto-answer
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
Related Options: <media-type>.auto-answer.enable-reject,<media-type>.auto-answer.timer
Specifies whether an interaction is automatically accepted and joined when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in the Configuration Guide.
openmedia.workitem-channels
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of valid Media Types.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the list of Workitem channels an agent may use.
privilege.contact.can-open.<media-type>.from-history
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
Enables agents to open in-progress workitems of the corresponding media-type from history. Depends on 'Contact - Can Use'.
privilege.<media-type>.can-set-interaction-disposition
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Enables agents to set the disposition code of workitem interactions. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.<media-type>.can-one-step-transfer
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Enables agents to use instant workitem transfer. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.<media-type>.can-move-to-workbin
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Enables agents to move an interaction to the workbin. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.<media-type>.can-mark-done
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Enables agents to mark done an interaction without further processing.
privilege.<media-type>.can-decline
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Enables agents to decline incoming workitem interactions. Depends on 'Workitem - Can Use Workitem Channel'.
privilege.workitem-channels.can-use
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
Related Options: openmedia.workitem-channels
Enables agents to use all WorkItem channels configured in the openmedia.workitem-channels option.
(Created target blank page For Version: HTCC:9.0.0) |
(Update with the copy of version: 9.0.0DRAFT) |
||
| (4 intermediate revisions by the same user not shown) | |||
| Line 1: | Line 1: | ||
| − | <!-- | + | =Workitems= |
| + | |||
| + | Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email. | ||
| + | |||
| + | You use the following options in the '''[interaction-workitem]''' section to configure Workitems: | ||
| + | |||
| + | ==Privilege options== | ||
| + | You can set the following privileges to enable workitem functionality: | ||
| + | *{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-workitem-channels-can-use}} | ||
| + | *{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-zmedia-type-zcan-decline}} | ||
| + | *{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-zmedia-type-zcan-mark-done}} | ||
| + | *{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-zmedia-type-zcan-move-to-workbin}} | ||
| + | *{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-zmedia-type-zcan-one-step-transfer}} | ||
| + | *{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-zmedia-type-zcan-set-interaction-disposition}} | ||
| + | *{{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:privilege-contact-can-open-zmedia-type-zfrom-history}} | ||
| + | {{AnchorDiv|WorkItemOptions}} | ||
| + | ==Workitem behavior options== | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:openmedia-workitem-channels}}: Specifies the list of Workitem channels an agent may use. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer}}: Specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer-timer}}: When {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer}} is set to <tt>true</tt>, this option specifies that Workspace displays a timer that enables an agent to view case information before the interaction is automatically answered. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer-enable-reject}}: When {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zauto-answer}} is set to <tt>true</tt> and '''<media-type>.auto-answer.timer''' has a time specified, this option specifies that an agent can choose to reject the interaction before it is automatically answered. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zdetail-region-default-display-mode}}: Specifies the default display mode for the '''Details''' view in the interaction view: medium, large, or collapsed. This enables you to preset the collapsible and expandable panes in the interaction view to suit the needs of your agents. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zprompt-for-done}}: Specifies if the application prompts a confirmation message when a user clicks the '''Done''' button. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:-media-type-zringing-bell}}: Specifies the path to the sound file that is played when the workitem interaction is ringing. | ||
| + | <!--* '''contact.ucs-interaction.<media-type>.can.load-attachments''': Specifies whether attachments to inbound interactions should be included when an interaction is retrieved from Universal Contact Server and displayed to an agent.--> | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:intercommunication-zmedia-type-zqueue}}: Specifies the name of the Interaction Queue that is used by the routing-based feature for workitems. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:intercommunication-zmedia-type-zrouting-based-actions}}: Specifies the list of routing based actions that an agent is allowed to perform. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:intercommunication-zmedia-type-zrouting-based-targets}}: Specifies the list of targets that are contacted through the routing based mechanism for the requests that are defined in the {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:intercommunication-zmedia-type-zrouting-based-actions}} option. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:workbin-zmedia-type-zin-progress}}: Specifies the name of the workbin to be used to store interactions of a particular workitem media type. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:workbin-zmedia-type-z-workbin-nickname-}}: Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:workbin-zmedia-type-z-workbin-nickname-zdisplayed-columns}}: Specifies the list of interaction fields displayed as columns in the specified workbin. | ||
| + | |||
| + | ==Contact options== | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:contact-lookup-zmedia-type-zenable}}: Enables Workspace features that rely on Universal Contact Server (UCS) for contact lookup when a workitem interaction of the given media type is presented to the agent. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:contact-lookup-zmedia-type-zenable-create-contact}},: When this option is <tt>true</tt> and the '''contact.lookup.<media-type>.enable''' option is set to <tt>true</tt>, the UCS creates a contact if the initial search does not find a matching existing contact. | ||
| + | * {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:contact-ucs-interaction-zmedia-type-zenable-create}}: When this option is <tt>true</tt>, the UCS generates the interaction history for Open Media Workitem interactions. | ||
| + | |||
| + | [[Category:V:HTCC:9.0.0]] | ||
Latest revision as of 15:03, March 23, 2022
Workitems
Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email.
You use the following options in the [interaction-workitem] section to configure Workitems:
Privilege options
You can set the following privileges to enable workitem functionality:
- privilege.workitem-channels.can-use
- privilege.<media-type>.can-decline
- privilege.<media-type>.can-mark-done
- privilege.<media-type>.can-move-to-workbin
- privilege.<media-type>.can-one-step-transfer
- privilege.<media-type>.can-set-interaction-disposition
- privilege.contact.can-open.<media-type>.from-history
Workitem behavior options
- openmedia.workitem-channels: Specifies the list of Workitem channels an agent may use.
- <media-type>.auto-answer: Specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received.
- <media-type>.auto-answer.timer: When <media-type>.auto-answer is set to true, this option specifies that Workspace displays a timer that enables an agent to view case information before the interaction is automatically answered.
- <media-type>.auto-answer.enable-reject: When <media-type>.auto-answer is set to true and <media-type>.auto-answer.timer has a time specified, this option specifies that an agent can choose to reject the interaction before it is automatically answered.
- <media-type>.detail-region.default-display-mode: Specifies the default display mode for the Details view in the interaction view: medium, large, or collapsed. This enables you to preset the collapsible and expandable panes in the interaction view to suit the needs of your agents.
- <media-type>.prompt-for-done: Specifies if the application prompts a confirmation message when a user clicks the Done button.
- <media-type>.ringing-bell: Specifies the path to the sound file that is played when the workitem interaction is ringing.
- intercommunication.<media-type>.queue: Specifies the name of the Interaction Queue that is used by the routing-based feature for workitems.
- intercommunication.<media-type>.routing-based-actions: Specifies the list of routing based actions that an agent is allowed to perform.
- intercommunication.<media-type>.routing-based-targets: Specifies the list of targets that are contacted through the routing based mechanism for the requests that are defined in the intercommunication.<media-type>.routing-based-actions option.
- workbin.<media-type>.in-progress: Specifies the name of the workbin to be used to store interactions of a particular workitem media type.
- workbin.<media-type>.<workbin-nickname>: Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it.
- workbin.<media-type>.<workbin-nickname>.displayed-columns: Specifies the list of interaction fields displayed as columns in the specified workbin.
Contact options
- contact.lookup.<media-type>.enable: Enables Workspace features that rely on Universal Contact Server (UCS) for contact lookup when a workitem interaction of the given media type is presented to the agent.
- contact.lookup.<media-type>.enable-create-contact,: When this option is true and the contact.lookup.<media-type>.enable option is set to true, the UCS creates a contact if the initial search does not find a matching existing contact.
- contact.ucs-interaction.<media-type>.enable-create: When this option is true, the UCS generates the interaction history for Open Media Workitem interactions.