(→Workitems) |
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* Description: Specifies the list of Workitem channels that are used by the agents. | * Description: Specifies the list of Workitem channels that are used by the agents. | ||
+ | {{AnchorDiv|AutoAnswer}} | ||
====<media-type>.auto-answer==== | ====<media-type>.auto-answer==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
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* Description: Specifies whether an interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in [[OverridingInteractionWorkspaceOptions|Overriding Options by Using a Routing Strategy]]. | * Description: Specifies whether an interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in [[OverridingInteractionWorkspaceOptions|Overriding Options by Using a Routing Strategy]]. | ||
+ | {{AnchorDiv|PromptForDone}} | ||
====<media-type>.prompt-for-done==== | ====<media-type>.prompt-for-done==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
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* Description: Specifies if the application prompts a confirmation message when a user clicks the '''Done''' button. This option is only available for interaction open media. This option can be overridden by a routing strategy, as described in [[OverridingInteractionWorkspaceOptions|Overriding Options by Using a Routing Strategy]]. | * Description: Specifies if the application prompts a confirmation message when a user clicks the '''Done''' button. This option is only available for interaction open media. This option can be overridden by a routing strategy, as described in [[OverridingInteractionWorkspaceOptions|Overriding Options by Using a Routing Strategy]]. | ||
+ | {{AnchorDiv|RingingBell}} | ||
====<media-type>.ringing-bell==== | ====<media-type>.ringing-bell==== | ||
* Default Value: | * Default Value: | ||
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**The third component is a duration..A value of <tt>-1</tt> means to play and repeat until an explicit message stops it with an established event for instance. A value of <tt>0</tt> means to play the whole sound one time. A value that is greater than <tt>0</tt> means a time in milliseconds to play and repeat the sound. | **The third component is a duration..A value of <tt>-1</tt> means to play and repeat until an explicit message stops it with an established event for instance. A value of <tt>0</tt> means to play the whole sound one time. A value that is greater than <tt>0</tt> means a time in milliseconds to play and repeat the sound. | ||
+ | {{AnchorDiv|Queue}} | ||
====intercommunication.<media-type>.queue==== | ====intercommunication.<media-type>.queue==== | ||
* Default Value: | * Default Value: | ||
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The following attached data is added by Worskpace: <source lang="text">IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType</source> | The following attached data is added by Worskpace: <source lang="text">IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType</source> | ||
− | {{AnchorDiv| | + | {{AnchorDiv|RoutingBasedActions}} |
− | |||
====intercommunication.<media-type>.routing-based-actions==== | ====intercommunication.<media-type>.routing-based-actions==== | ||
* Default Value: <tt>OneStepTransfer</tt> | * Default Value: <tt>OneStepTransfer</tt> | ||
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* Description: Specifies the list of routing based actions that an agent is allowed to perform. | * Description: Specifies the list of routing based actions that an agent is allowed to perform. | ||
+ | {{AnchorDiv|RoutingBasedTargets}} | ||
====intercommunication.<media-type>.routing-based-targets==== | ====intercommunication.<media-type>.routing-based-targets==== | ||
* Default Value: | * Default Value: | ||
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{{NoteFormat| The '''AgentGroup''' and '''Skill''' targets are always addressed through routing; therefore, they are not affected by this option.}} | {{NoteFormat| The '''AgentGroup''' and '''Skill''' targets are always addressed through routing; therefore, they are not affected by this option.}} | ||
+ | {{AnchorDiv|InProgress}} | ||
====workbin.<media-type>.in-progress==== | ====workbin.<media-type>.in-progress==== | ||
* Default Value: | * Default Value: | ||
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* Description: 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 cannot save interactions to it. | * Description: 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 cannot save interactions to it. | ||
+ | {{AnchorDiv|InProgDisplayedColumns}} | ||
====workbin.<media-type>.in-progress.displayed-columns==== | ====workbin.<media-type>.in-progress.displayed-columns==== | ||
* Default Value: <tt>From,To,Subject,Received</tt> | * Default Value: <tt>From,To,Subject,Received</tt> |
Revision as of 20:07, December 5, 2016
Contents
- 1 Workitems
- 1.1 privilege.workitem-channels.can-use
- 1.2 privilege.<media-type>.can-decline
- 1.3 privilege.<media-type>.can-mark-done
- 1.4 privilege.<media-type>.can-move-to-workbin
- 1.5 privilege.<media-type>.can-one-step-transfer
- 1.6 privilege.<media-type>.can-set-interaction-disposition
- 1.7 openmedia.workitem-channels
- 1.8 <media-type>.auto-answer
- 1.9 <media-type>.prompt-for-done
- 1.10 <media-type>.ringing-bell
- 1.11 intercommunication.<media-type>.queue
- 1.12 intercommunication.<media-type>.routing-based-actions
- 1.13 intercommunication.<media-type>.routing-based-targets
- 1.14 workbin.<media-type>.in-progress
- 1.15 workbin.<media-type>.in-progress.displayed-columns
Workitems
Workspace Web Edition provides the following options for managing Workitems:
privilege.workitem-channels.can-use
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: The agent is permitted to use all WorkItem channels configured in the openmedia.workitem-channels option.
privilege.<media-type>.can-decline
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: When the value is set to true, the agent is permitted to decline incoming interactions. Depends on privilege.workitem-channels.can-use.
privilege.<media-type>.can-mark-done
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Allows agents to mark done an interaction without further processing.
privilege.<media-type>.can-move-to-workbin
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: When the value is set to true, the agent is permitted to move an interaction to the workbin. Depends on privilege.workitem-channels.can-use.
privilege.<media-type>.can-one-step-transfer
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: When the value is set to true, the agent is permitted to use instant workitem transfer. Depends on privilege.workitem-channels.can-use.
privilege.<media-type>.can-set-interaction-disposition
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Allows agent to set disposition code of Workitem interactions. Depends on privilege.workitem-channels.can-use.
openmedia.workitem-channels
- Default Value:
- Valid Values: A comma-separated list of valid media types.
- Changes take effect: When the session is started or restarted.
- Description: Specifies the list of Workitem channels that are used by the agents.
<media-type>.auto-answer
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Specifies whether an interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
<media-type>.prompt-for-done
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Specifies if the application prompts a confirmation message when a user clicks the Done button. This option is only available for interaction open media. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
<media-type>.ringing-bell
- Default Value:
- Valid Values: All special characters that are valid URL file path, '|' separator, and numeric values.
- Changes take effect: When the session is started or restarted.
- Description: Specifies the path to the sound file that is played when the interaction is ringing. For example: BELL|7|0. The value has three components that are separated by the character '|'.
- The first component is the sound file name, such as the BELL, RING, CHORD or WARNING predefined aliases or an absolute url to a mp3 file).
- The second component is a priority; the higher the integer the higher the priority.
- The third component is a duration..A value of -1 means to play and repeat until an explicit message stops it with an established event for instance. A value of 0 means to play the whole sound one time. A value that is greater than 0 means a time in milliseconds to play and repeat the sound.
intercommunication.<media-type>.queue
- Default Value:
- Valid Values: The name of a valid Script object of the Interaction Queue type
- Changes take effect: When the session is started or restarted.
- Description: Specifies the name of the Interaction Queue that is used by the routing based feature for Workitem.
The following attached data is added by Worskpace:
IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType
intercommunication.<media-type>.routing-based-actions
- Default Value: OneStepTransfer
- Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
- Changes take effect: When the session is started or restarted.
- Description: Specifies the list of routing based actions that an agent is allowed to perform.
intercommunication.<media-type>.routing-based-targets
- Default Value:
- Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue.
- Changes take effect: When the session is started or restarted.
- Description: Defines 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.
Important
The AgentGroup and Skill targets are always addressed through routing; therefore, they are not affected by this option.workbin.<media-type>.in-progress
- Default Value:
- Valid Values: The name of a valid Script object of the Interaction Workbin targets that is owned by agents.
- Changes take effect: When the session is started or restarted.
- Description: 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 cannot save interactions to it.
workbin.<media-type>.in-progress.displayed-columns
- Default Value: From,To,Subject,Received
- Valid Values: A comma-separated list of Interaction Server interaction properties.
- Changes take effect: When the session is started or restarted.
- Description: Specifies the list of interaction fields displayed as columns in the specified workbin.
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