Documentation:HTCC:IWWDep:IntVoice:8.5.2DRAFT

Voice Interactions

Workspace employs the following Voice channel functions:

• Make Call
• Release Call (End Call)
• Hold Call
• Resume Call (Retrieve Call)
• Mark done
• Set Disposition
• Send DTMF (Keypad)
• Transfer
• Consult
• Conference

You use the following options in the interaction-workspace section to configure voice interactions:

• voice.auto-answer — Specifies whether a voice interaction is automatically answered when a TServer Ringing event is received. This option can be overridden by a routing strategy.
• voice.mark-done-on-release — Specifies whether the Mark Done function is required to complete the release of the call.
• voice.prompt-for-end — Specifies whether Workspace displays a confirmation message when the agent clicks 'End'. This option can be overridden by a routing strategy as described in this Deployment Guide.
• privilege.voice.can-one-step-conference — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
• privilege.voice.can-one-step-transfer — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
• privilege.voice.can-send-dtmf — Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.
• privilege.voice.can-use — Mandatory to use the voice channel. When the value of this option is set to true, the agent is permitted to use the Voice channel.
• privilege.voice.show-monitoring.can-use — Enables agents to be notified that the current call is monitored by a supervisor.
• 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.
• interaction.disposition.is-read-only-on-idle — 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.
• intercommunication.voice.make-call-caller-id-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values used as an enumerated value to select the caller id during a make call.