Documentation:HTCC:IWWDep:OverridingInteractionWorkspaceOptions:8.5.2DRAFT

Overriding Workspace Options

We should provide an introduction that tells the reader why they would want to override workspace options. Please provide me with a scenario/use case that I can present as a example. ~ Krista

Modifying a Routing Strategy to Override Configuration Options Based on Attached Data

The following procedure assumes that you know how to configure access permissions for Genesys applications. This sentence doesn't make sense. There are no steps in the procedure that require the admin to configure access permissions? ~ KM

Purpose To override previously defined configuration options by using a routing strategy.

A Routing Strategy can be used to override configuration options that you have defined by using the hierarchies described in Configuration and Administration by Using Options And Annexes.

Workspace Web Edition uses Transaction Objects of the object list type. Attach a transaction name or list of transaction names to the interaction in your strategy. The transaction names in the list must be separated by commas. Workspace Web Edition reads the transaction objects at rendering time to override the static options. Where does the admin get the transaction names from? We should provide a link.~KM

Overriding options enables you to change the appearance of interactions per line of business based on a key-value pair that is defined in the annex of Transaction objects. The attached data contains the name of the transaction object(s) to be used for the interaction. Move this up to the introduction? Should link to a definition or description of attached data.~KM

Prerequisites

• Web Services is deployed
• You have a strategy that routes to your agent workstations.

How does an admin verify that they have routing strategy?~KM

Start

1. Configure one or more Transaction objects, of type list, in Genesys Administrator or Composer, by using the standard approach that is used for other object types in the hierarchy (these rely on the option reference to determine if a particular option can be overridden in a Transaction).
   You can only override options in the interaction-workspace section of the CloudCluster application. Therefore, you must replicate the interaction-workspace section to the annex of the Transaction objects. There is too much information in this step. How can we simplify it or break it out into multiple steps? I don't see valid directives in this step either. Very unclear. ~KM
2. Configure the interaction.override-options option to define the key where the Transaction object(s) are to be listed in attached data.
3. Using either Interaction Routing Designer (IRD) or Composer, edit your routing strategy by adding an "Attach" or "Multi-attach" block that attaches the key value pair that is defined below:
   • key -- The name of the key that you defined in the option set in Step 2.
   • value -- One or several comma-separated Transaction objects, as defined in Step 1.

End

Should we add that any changes to configuration options take effect the next time the system is restarted?~Krista Is there a way to validate that the procedure worked?~Krista