Documentation:HTCC:IWWDep:SettingUpSystem:9.0.0

Setting up Workspace on your system

Setting up the system behavior

Use the following configuration options to specify how Workspace handles system quality issues.

Feedback

Use the following options to control the display of the System Feedback menu and dialog:

• system.feedback: When this option is set to true, the Feedback menu item appears in the Help menu
• system.feedback.submit-after-disconnect: When this option is set to true, a feedback dialog box is displayed when a user logs in again after a session disconnects due to the Cometd defense managed by the system.cometd.timeout option.

Connection loss

Use the following option to control session behavior when the system connection drops:

• system.cometd.timeout: Specifies the duration, in milliseconds, before the session is considered closed when the connection with the server is lost.
• system.disconnected.browser-notif.events: Specifies which connection failure and connection recovery states should display a browser notification.

Logging

Use the following option to control session logging:

• system.log-level: Specifies the global log level.

GES Callback

Before you begin, ensure that you have provisioned Genesys Engagement Services (GES) Callback using Genesys Designer.

Workspace Web Edition requires agents to select a Service Type in the New Callback Schedule drop-down window, which is a combination of a GES service name (the name of a virtual queue) and a set of key-value pairs to attach to the callback schedule request as business context of the service type.

Business Attribute Values

Use Business Attribute Values to define the service types, then specify the name of the Business Attribute Values that Workspace displays to agents using the callback.callback-types-business-attribute option.

Configure the Business Attribute Values as follows:

• Business Attribute Value Name: the unique technical name for the service type.
• Business Attribute Value Display Name: the name displayed in the Service Type drop-down list.

In the Business Attribute Value Annex, specify the following options:

• interaction-workspace/callback.service-name: Specify the callback service name associated with the service type. This is required by GES to retrieve the correct calendar and create a callback.
• interaction-workspace/callback.keys.<business-key>=<business-value>: Specify the key-value pairs to attach to the callback schedule request as the business context of the service type. To specify which service type is the default, add the value Is Default to the corresponding Business Attribute Values.

After you have set up callback in Designer and created the Business Attribute values, configure the following options at the application, agent group, agent, or skill level:

• privilege.callback.can-use: Enables the agent to create callback interactions and displays the Schedule a Callback button in the interaction toolbar.
• callback.callback-information.content: Specifies the list of Callback data that is displayed in the Callback Information Area. The Callback data entries are displayed in the order in which they appear in this list.
• callback.callback-types-business-attribute: Specifies the name of the Business Attribute that defines the list of Service Types. Service Types consist of the GES service name and user data key-value pairs.
• callback.default-date.is-automatically-selected: Specifies whether the current date is the default displayed in the Date field of the New Callback Schedule window.
• callback.time-slot.field-type: Specifies whether the Time slots field displays the time slot picker widget or a drop-down list. If not set or set to an invalid value, the widget is displayed. The value of this option is forced to DROPDOWN if the value of the accessibility.visual-impairment-profile option is true.

Finally, provision the URI of the GES Callback Service by making a request with the Environment API to update your contact center.

Important

You must have the URL for your Genesys Authentication deployment, the contact center ID, and your ops admin username and password. See Provision Genesys Authentication for details.

Example:

curl --location --request POST '{auth-url}/environment/v3/contact-centers/{ccid}/settings' \
--user {ops admin username}:{ops admin password} \
--header 'Content-Type: application/json' \
--data-raw '
{
	"data":
	{
		"name":"workspace-service.callback-uri",
		"location":"/",
		"value":"https://ges.mycallbackurl.com",
		"shared": false
	}
}

Where:

• name: the name of the setting. In this case, workspace-service.callback-uri.
• location: the deployment region, starting with "/". For example, /USW1.
• value: the value of the setting. In this case, the Callback service URL.
• shared: specifies whether to include this setting when retrieving settings across all contact centers. The default value is false.

Setting up Smart Failover (Disaster Recovery)

Genesys provides support for Smart Failover (also called disaster recovery or business continuity) in scenarios where the preferred data center goes down. When a disaster scenario occurs while an agent is active on Agent Workspace, the agent is notified by a dialog box. The agent must login again to connect to the secondary data center. When the preferred data center returns to operation, the agent can then log back into the preferred data center.

Configuring disaster recovery

To enable disaster recovery, set the value of the disaster-recovery.enabled option to true.

To specify the disaster recovery authentication mode, INTERNAL, EXTERNAL, or REDIRECT, use the disaster-recovery.authentication-mode option.

To specify how long Workspace waits for the Voice Channel to come back in service before triggering the Smart Failover process during the active session, use the voice.disaster-recovery.timeout option.