|
|
| Line 1: |
Line 1: |
| | =Voice Interactions= | | =Voice Interactions= |
| − | Workspace uses the following privileges to enable voice-related functionality:
| |
| − | {| class="no-border"
| |
| − | |
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-extend-after-call-work}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-forward}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-make-call}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-one-step-conference}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-one-step-transfer}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-reject-call}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-release-call}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-send-dtmf}}
| |
| − | |
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-two-step-conference}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-two-step-transfer}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-use}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-consultation-can-use-caller-id}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-make-call-can-use-caller-id}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-show-monitoring-can-use}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-single-step-conference-can-use-caller-id}}
| |
| − | *{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-single-step-transfer-can-use-caller-id}}
| |
| − | |}
| |
| | | | |
| − | You can use the following options in the '''[interaction-workspace]''' section to configure voice interactions:
| + | See [[SettingUpAgents|Setting Up Agents On The System]] |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:voice-auto-answer-is-enabled-on-already-in-call}} — When <tt>{{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:voice-auto-answer}}</tt> is set to <tt>true</tt>, this option specifies whether a voice interaction is automatically answered if there is no other active call. This option can be overridden by a routing strategy.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:voice-mark-done-on-release}} — Specifies whether the Mark Done function is required to complete the release of the call.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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 Configuration Guide.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-one-step-conference}} — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-one-step-transfer}} — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-send-dtmf}} — Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-can-use}} — Mandatory to use the voice channel. When the value of this option is set to <tt>true</tt>, the agent is permitted to use the Voice channel.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:privilege-voice-show-monitoring-can-use}} — Enables agents to be notified that the current call is monitored by a supervisor.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
| |
| − | * {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace: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.
| |
| − | {{NoteFormat|Voice call monitoring is supported only for SIP Server environments|1}}
| |
| | | | |
| | [[Category:V:HTCC:9.0.0DRAFT]] | | [[Category:V:HTCC:9.0.0DRAFT]] |
