Documentation:HTCC:IWWDep:SettingUpAgents:9.0.0

Setting Up Agents On The System

After you have created Agent objects you can set up your agents and supervisors to use different functionality. The following procedures assume that you know how to use the Genesys Administrator Extension application to configure agent objects.

Workspace Agent Desktop functionality is configured on the Cloud_Cluster object in the interaction-workspace section. You must create this section and then create the individual configuration options that you need.

Tip

For agents who also handle multimedia (chat, email, and so on) interactions or for multimedia-only (non-voice) agents, refer to Handling Interactions and the individual channels in the sub-topics.

Provisioning Workspace Agent Desktop for the Voice channel

Purpose: To enable an agent to log in to the Voice channel.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.
• T-Server with the associated switch and switching office.
• Agents with logins configured with DNs that correspond to agent devices in the switch.
• A Place that contains one or more DNs from the switch.

Start

For each agent that you want to configure to use the Voice channel, do the following:

1. Select at least one AgentLogin from the switch.
2. Reference a default place.
3. In GAX, set the value of the Agent property to True.
4. Verify that the Voice media in Web Services is enabled.
5. Configure the Voice options in the interaction-workspace section of the Cloud_Cluster object.

End

Granting Voice Privileges

To enable agents to use the voice channel, grant the following privilege: privilege.voice.can-use

Workspace Agent Desktop uses the following privileges to enable voice-related functionality:

privilege.voice.can-answer-call privilege.voice.can-extend-after-call-work privilege.voice.can-forward privilege.voice.can-hold-retrieve-call privilege.voice.can-make-call privilege.voice.can-one-step-conference privilege.voice.can-one-step-transfer privilege.voice.can-reject-call privilege.voice.can-release-call privilege.voice.can-send-dtmf

privilege.voice.can-show-hold-duration privilege.voice.can-show-post-call-duration privilege.voice.can-two-step-conference privilege.voice.can-two-step-transfer privilege.voice.consultation.can-use-caller-id privilege.voice.make-call.can-use-caller-id privilege.voice.show-monitoring.can-use privilege.voice.single-step-conference.can-use-caller-id privilege.voice.single-step-transfer.can-use-caller-id

Controlling the behavior of voice interactions

You can 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.
• voice.auto-answer.is-enabled-on-already-in-call: When voice.auto-answer is set to true, this option specifies whether a voice interaction is automatically answered if there is another active call.
• 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'.
• voice.caller-id.key-name: Specifies the key name of the attached data that contains the selected caller id information.
• voice.cancel-after-call-work-on-business-call:Specifies if the After Call Work status of the voice channel should be canceled when the agents switches from After Call Work to Ready or Not Ready during a business call. This option is specific to SIP Server environments.
• voice.clear-conference-on-release: Specifies whether all the parties in the conference are released when the last agent leaves the conference.
• voice.enable-dtmf-tone: Specifies whether a tone is played when the agent selects a DTMF key.
• voice.floating-interaction-mode.auto-collapse: Specifies whether new floating voice interactions are automatically collapsed.
• voice.hold-active-call-on-make-call: Specifies whether the active call is placed on hold when an agent makes an independent call. When disabled, the make call operation isn't available if there is a call on hold.
• voice.hold-indicator-timer: Specifies two alarm thresholds, in seconds, that warn agents when a voice call is on hold for a long time. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.
• voice.reject.counter-key-name: Specifies the key that is used to populate a counter in attached data when a call is rejected.
• voice.use-caller-id-display-name: Enables the Caller Id Display Name and allows it to be used when caller id is used.
• contact.ucs-interaction.voice.enable-create: Enable the interaction history to be generated in Universal Contact Server (UCS) for Voice interactions.
• interaction.disposition.is-mandatory: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction.
• interaction.disposition.key-name: Specifies 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.
• interaction.disposition.use-attached-data: Enables the adding of attached data from the interaction in UserEvent.
• interaction.disposition.value-business-attribute: Specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code.
• interaction.reject-route: Enables the reject route mechanism by specifying a string as a key to be used at run-time to retrieve the behavior description from the interaction user data. It is the responsibility of the administrator to define the multi-site reject criteria.
• 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.

Setting up your SIP Endpoint

If you are using Genesys Softphone for your SIP Endpoint, see Genesys Softphone integration for information about setting it up and using it.

To enable your agents to use another SIP Endpoint, you can grant the following privileges:

• privilege.sipendpoint.can-use: Enables use of a SIP Endpoint. Depends on privilege.voice.can-use. The login.prompt-place option must not be enabled if this privilege is granted.
• privilege.sipendpoint.can-change-microphone-volume: Allows agents to change the volume of the microphone.
• privilege.sipendpoint.can-change-speaker-volume : Allows agents to change the volume of the speaker.
• privilege.sipendpoint.can-mute-microphone: Allows agents to mute and unmute the microphone.
• privilege.sipendpoint.can-mute-speaker: Allows agents to mute and unmute the speaker.

Use the following options to manage SIP Endpoints, such as the Genesys Softphone:

• sipendpoint.headset-unplugged.not-ready-reason: Specifies the Not Ready reason that is to be set for the SIP DN when the headset that is used by the agent is unplugged if the value of the sipendpoint.headset-unplugged-set-not-ready option is set to true.
• sipendpoint.headset-unplugged-set-not-ready: Specifies whether the agent SIP DN is set automatically to Not Ready when the headset that is configured for the agent is unplugged.
• sipendpoint.max-failed-ping: Specifies the number of failed pings allowed on Genesys Softphone.
• sipendpoint.ping-interval: Specifies the interval, in milliseconds, between each ping of the Genesys Softphone.
• sipendpoint.register-interval: Specifies the interval, in milliseconds, between each register on the Genesys Softphone.
• sipendpoint.register-max-attempts: Specifies the number of failed attempts allowed on check if register is done.
• sipendpoint.sip-server-address: Specifies the address of the SIP server and, optionally, the port using the <address>:<port> format. If the port is not specified, the Genesys Softphone uses DNS SRV resolution for the specified address.
• sipendpoint.sip-server-address.peer: In a Business Continuity environment, specifies the address of the peer SIP server and, optionally, the port using the <address>:<port> format. If the port is not specified, the Genesys Softphone uses DNS SRV resolution for the specified address. Requires Genesys Softphone 8.5.400.08 or higher.
• sipendpoint.transport-protocol: Specifies whether UDP, TCP, or TLS is used for the SIP transport protocol.
• sipendpoint.uri: URI of the SIP endpoint used in connector mode. For example: https://localhost:8000
• sipendpoint.wait-user-max-attempts: Specifies the number of failed waiting user actions that are allowed before timeout.

Setting up the user interface behavior

Use the following option to control the behavior of system messages:

• alert.timeout: Specifies the duration, in seconds, that contextual warning messages are displayed in the windows of the application.

Use the following options to control the behavior and appearance of the Workspace Agent Desktop application:

• main-window.window-title: Specifies the title of the browser window or tab.
• interaction-bar.quick-access-modes: Specifies the list of modes that are available to present interactions. The available modes are:
  • Pinned: the interaction view occupies the full available size, shared with Supporting Views like Contact and Responses.
  • Floating: the interaction view is presented in a floating window that is painted above any other kind of content and that fits the visual material to display. This view cannot display content displayed on the right part, such as Contact Profile or Responses.

  When more than one mode is specified, by default the first mode in the configured list is used. The end user can switch from one mode to the other using a dedicated control. For a given media type, this option can be overridden by option interaction-bar.quick-access-modes.<media-type>.

• interaction-bar.quick-access-modes.<media-type>: Use this option as a template to specify the list of modes available to present interactions of the given media type. The available modes are:
  • Pinned: the interaction view occupies the full available size, shared with Supporting Views like Contact and Responses.
  • Floating: the interaction view is presented in a floating window that is painted above any other kind of content and that fits the visual material to display. This view cannot display content displayed on the right part, such as Contact Profile or Responses.

  When more than one mode is specified, by default the first mode in the configured list is used. The end user can switch from one mode to the other using a dedicated control. When it is defined for a media type this option overwrites the definition of generic option interaction-bar.quick-access-modes.

Granting basic Contact and Interaction History privileges

When interactions are received, you can control how agent can view and interact with an interaction:

• privilege.contact.can-use-contact-information: Enable the agent to view the Contact Information view in an interaction.
• privilege.contact.can-use-assign-contact: Enable an agent to assign a contact to an interaction.
• privilege.contact.can-use-interaction-notepad: Enable an agent to display and edit the interaction notepad while handling an interaction.
• privilege.contact.can-use-save-contact: Enable an agent to make and commit modifications made to contact information.
• privilege.contact.can-create-contact: Enables agents to create contacts in the contact database.
• privilege.contact.can-delete-contact: Enables agents to delete contacts from the contact database.

Setting up the system behavior

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.

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.

Use the following option to control session logging:

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

Enabling Workspace to use ring tones

Purpose: To enable Workspace Agent Desktop to use ring tones for incoming interactions and state changes. You can set different tones for different types of interactions using either absolute URLs that point to custom sounds or the set of aliases Workspace provides for standard sounds:

• BELL
• RING
• CHORD
• WARNING

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.

Start

1. In the Configuration Layer, you can set any of the following options to enable ring tones on incoming interactions and state changes:
   • accessibility.agent-state-change-bell
   • accessibility.interaction-state-change-bell
   • accessibility.outbound-campaign-state-change-bell
   • accessibility.warning-message-bell
   • chat.new-message-bell
   • chat.ringing-bell
   • email.ringing-bell
   • outbound-callback.ringing-bell
   • voice.ringing-bell
   • <media-type>.ringing-bell: Specifies the ring tone file for the specified Media Type.

End

Declaring and using new Not-Ready Reason codes

Purpose: To enable an agent to use custom Not-Ready Reason codes.

Custom Not-Ready Reason codes must be defined by creating an Action Code in the Action Codes folder of the Desktop folder in the Provisioning view of Genesys Administrator Extension.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.

Start

1. In the Configuration Layer, create an Action Code of type Not Ready by using the Action Codes - NotReady procedure. Each Not Ready Reason Action Code object that you create must have a unique name and a Not Ready Reason code. You can create Action Codes only for the Tenant object.
2. Enable this feature by specifying the NotReadyReason as the value for the agent-status.enabled-actions-by-channel and agent-status.enabled-actions-global options.

End

Declaring and using new After Call Work Reason codes

Purpose: To enable an agent to use custom After Call Work Reason codes.

The only After Call Work state that Workspace Agent Desktop supports by default is After Call Work. Custom After Call Work codes must be defined by creating an Action Code in the Action Codes folder of the Desktop folder in the Provisioning view of Genesys Administrator Extension.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.

Start

1. In the Configuration Layer, create an Action Code of type Not Ready by using the Action Codes - NotReady procedure. Each Not Ready Reason Action Code object that you create must have a unique name and a Not Ready Reason code. You can create Action Codes only for the Tenant object.
2. To define this Action Code as an After Call Work Reason code, perform the following steps:
   1. In the annex of the Action Code, create a section named: htcc
   2. In this section add the workmode option and specify the value AfterCallWork.
3. Enable this feature by specifying the value AfterCallWork for the agent-status.enabled-actions-by-channel and/or agent-status.enabled-actions-global options.

End

Enabling integration of web applications in the agent interface

Purpose: To enable an agent to view or use a third-party web application or website in Workspace Agent Desktop as either a tab, a popup window, in the background at the interaction level, or hidden.

To avoid any conflict and security constraints between Workspace and the external website or web application, the external web site or web application is displayed in a dedicated iframe.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.

Start

1. You must create a new option section for each third-party web application that you want to use in Workspace. These sections must be created in the Cloud_Cluster object options, Tenant, Agent Group, or Agent annex. For example, create sections called SearchEngine, MyCompanyWebApp and SearchLocation.
2. In each section, you must create the following options:
   • label:Specifies the label to be used for the name of the tab in the workspace or the button in multimedia interaction.
   • url: Specifies the URL of the web application. This URL can contain field codes.
     Important

     • If this attribute is left blank, Workspace does not display the web application.
     • If you configured Web Services to use HTTPS (for example, the URL for Workspace is in the following format: https://<host>:<securePort>/ui/wwe/index.html), then the URL for the external web application must also be in HTTPS.

     The following field codes are supported for both the label and url options:

     • Agent.FullName
     • Agent.UserName
     • Agent.LastName
     • Agent.FirstName
     • Agent.EmployeeId
     • AttachedData.Y (Note: This field code is only applicable for custom views; refer to the interaction.web-content option.)
     • Interaction.Id (Note: This is a client-side ID that is lost on the next session or refresh. This field code is applicable for custom views; refer to the interaction.web-content option.)

     An external web site URL can be defined using the $AttachedData.Y$ parameter to have flexible text in the URL where Y represents an attached data name.

     Warning

     • If the $AttachedData.Y$ parameter is specified for the external website URL, and Y is not part of the attached data associated with an interaction, the external website is not displayed.
     • If an agent manually adds the attached data to the interaction (or if it's added by any other means), then the external website tab is displayed with the content of the external website.

     Refer to the description of attached-data-update-handle-mode below for more information.

     
     For example, the external website specified as follows:

     label = Customer Location
     url = http://www.bing.com/search?q=$AttachedData.CustomerLocation$

     With this URL, if an interaction is received with a CustomerLocation attached data with the value of Paris, then the external website will be displayed in a dedicated tab called Customer Location, and the external web site will be http://www.bing.com/search?q=Paris

   • mode: Specifies the mode Workspace uses to display the web application. The default value is INTERNAL. The possible values are:
     • INTERNAL: The web application is displayed in a dedicated tab in Workspace. It can be viewed and used when the agent clicks the tab to display it. This is the default behavior.
     • EXTERNAL: The web application is displayed in a popup window.
     • BACKGROUND: The web application is displayed in the background (Workspace area) when the interaction is selected. When the interaction is deselected or closed, the third-party website is replaced with the previous panel that was displayed in the background. This mode is only applicable at the interaction level.
     • HIDDEN:The web application is loaded but not displayed in Workspace. You can use this mode to integrate Workspace with a non-web application.
   • attached-data-update-handle-mode: Specifies how to handle attached data changes when an external website is configured with attached data. The possible values are:
     • 0 (default value): Specifies that when the attached data is updated or deleted, the external website is not updated.
     • 1: Specifies the following actions to occur:
       • When the attached data is updated, the external website is updated with the new URL.
       • When the attached data is deleted, the external website is not updated.
     • 2: Specifies the following actions to occur:
       • When the attached data is updated, the external website is updated with the new URL.
       • When the attached data is deleted, the external website disappears.
3. Configure one or both of the following options in the interaction-workspace section, depending on whether the application is to be displayed in the interaction view or the workspace view:
   • interaction.web-content: Defines the list of option section names that represent Web Applications which are configured to be displayed at the interaction level. For example: SearchLocation
   • workspace.web-content: Defines the list of option section names that represent Web Applications which are configured to be displayed at the Workspace level. For example: SearchEngine, MyCompanyWebApp.
   Tip

   Refer to Configuring the User Interface for more information.

End

For example, in the tenant object, configure the following sections and options:

[SearchEngine]
label=Bing
url=http://www.bing.com

[MyCompanyWebApp]
label=Genesys
url=http://www.genesys.com

[SearchLocation]
attached-data-update-handle-mode=1
label=Search Location
url=http://myhost/service-client-api/GoogleMaps.html?InteractionId=$Interaction.Id$&att=$AttachedData.GSW_CAMPAIGN_NAME$
mode=BACKGROUND

[interaction-workspace]
interaction.web-content=SearchLocation
workspace.web-content=MyCompanyWebApp,SearchEngine

Enabling Security

Purpose: To configure Workspace to log out an agent from the application if the agent has not used the keyboard or mouse for a period that you specify. When this happens, Workspace saves the agent's work, ends the session, logs out the agent on all media channels, and goes back to the login page.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.

Start

1. In GAX, open the Cloud_Cluster application.
2. Select the Options tab.
3. You must configure the following options in the [interaction-workspace] section:
   • security.inactivity-timeout: Specifies the period of inactivity that triggers Workspace to log out the agent.
     Warning

     After the timeout occurs, the Workspace login dialog should be blank; however, if the agent has allowed the browser to remember his or her password, then the login dialog will still be populated with the agent's credentials. For security, agents should not allow web browsers to remember their login credentials.
   • security.inactivity-alert-dialog-before-timeout: Specifies when to display an alert to the agent about an upcoming inactivity timeout.

End

Agent Login And Authentication

When an agent launches Workspace Agent Desktop, the agent must provide a user name and password to be authenticated. After authentication, the Configuration Layer is accessed by Workspace Agent Desktop to obtain the list of functions that are granted to the agent as well as the configuration of the Workspace application for that agent.

The first time that an agent logs in they must follow a two-step process. After providing the user name and password and clicking Log In, the Change Password dialog box is displayed and the agent must provide a new password.

Refer to the Genesys Security Deployment Guide for a complete description of password policies and how to configure the Reset Password functionality for agents.

Use the following application options in the interaction-workspace section to control agent login:

• login.prompt-place: Specifies whether a new view is displayed during the login phase to specify a place. Enabling this option disables login.voice.prompt-dn-less-phone-number. Do not enable this option if the privilege.sipendpoint.can-use privilege is granted.
• login.store-recent-place: Specifies to store the most recently used place. This option is available if the login.prompt-place option is set to true.
• login.voice.auto-not-ready-reason: Specifies the NotReady reason code if the Voice channel is automatically set to NotReady when the agent logs in.
• login.voice.prompt-queue: Specifies whether a new view is displayed during the login phase to select or specify a queue.
• login.voice.list-available-queues: Specifies the ACD Queues that are displayed in the login window. If the option value is left blank, no queue is displayed to the agent; the agent can enter any valid login queue name. If a single queue is specified and the value of the login.voice.prompt-queue no queue information is displayed during login.
• login.voice.is-auto-ready: Specifies whether the voice channel is in the Ready state at login. See also agent-status.ready-workmode.
• login.list-available-locales: Specifies the language that the agent can select at login time. This option applies only to specific T-Servers that support workmode.
• login.workmode: Specifies the workmode that is applied when the voice DN logs in. To determine whether your switch supports the workmode, refer to the Configuration Guide of the relevant T-Server.

DN-less Login

If you want agents to be able to login to the system and take calls on a number that is different than the DN configured for their user account, you can set up a DN-less login to allow agents, agent groups, or all users to specify a new phone number during login. This feature is specific to SIP Server environments. Use the following configuration option to enable this feature:

• login.voice.prompt-dn-less-phone-number: Specifies whether a new page is displayed during the login phase to show the current phone number assigned to the agent and also permits the agent to update it. This option is specific to SIP Server environment with no Config Server proxy connected to GWS.
• login.voice.nb-dn-less-phone-number-stored: Specifies the number of phone numbers to be stored for an agent in a DN-less environment.
• login.voice.dn-less-phone-number.valid-format: Specifies the correct format information to be displayed to the agent when the DN-less phone number format is not correct.
• login.voice.expression.dn-less-phone-number: Specifies the valid format for a new phone number. A regular expression can be used to check the DN-less phone number format in the login window.

Managing Agent Status

Workspace Agent Desktop provides options that enable agents to control their status. Use these options to populate the Workspace status menu with one or more of the following selections:

• Global Ready
• Global Not Ready (with reason code)
• Global DND (Do Not Disturb)
• Global After Call Work
• Global Log Off
• Global Login

The options enable the following agent states:

• Logged off
• DND (Do Not Disturb)
• After Call Work
• Not Ready - Full (Multiple Reasons)
• Not Ready - Full (Single Reason)
• Ready - Partial (for example, ready on one channel)
• Ready - Full

Workspace Agent Desktop also enables detailed agent and place status management through options. Agents can set individual channels to the following states:

• Ready
• Not Ready
• Do Not Disturb
• After Call Work
• Logged off
• Call Forwarded (for voice)

You can use the following options in the interaction-workspace section to control the contents of the command menu in the Workspace Main Window.

• agent-status.enabled-actions-by-channel: Specifies the available agent state actions in the My Channels contextual menu. The actions are displayed in the order in which they appear in the list.
• agent-status.enabled-actions-global: Specifies the available agent states in the global Status menu. The agent state commands are displayed in the order in which they appear in the list.
• privilege.mychannels.pending-state.can-use: Permits the pending state to be displayed in the My Channels view while the agent engaged in a call, chat, or email interaction. When the value of this option is set to true, if an agent sets his or her status to Not Ready, Not Ready Reason, or any other state while he or she is still handling an interaction, the timer for that state will not start until the call is released, the chat is marked as Done, or the email is sent or put into a workbin.
• agent-status.after-call-work-reasons: Specifies the available reasons in the Agent Status menus (global and My Channels). Workspace displays the reason commands in the order in which they appear in the list.
• agent-status.not-ready-reasons: Specifies the available reasons in the global Status menu. The reason commands are displayed in the order in which they appear in the list.
• agent-status.ready-workmode: Specifies which workmode is applied when the agent manually specifies the Ready state for the voice DN from the Global State menu or from My Channels. This option applies only to specific T-Servers that support workmode. This option also applies to the value specified for the login.voice.is-auto-ready option. To determine whether your switch supports the workmode, refer to the Deployment Guide of the relevant T-Server.

For the Voice channel, you can configure Workspace Agent Desktop to automatically set the agent status to the former status when Done is clicked. This enables an agent to return to their former status as soon as he or she has completed after call work, instead of having to manually change status.

• voice.cancel-after-call-work-on-done: Specifies that the After Call Work state is changed to the former status when an agent clicks Done.

Important

If an agent manually changes state while still engaged in a voice interaction, their state will display the change, but the time in state will be suspended until the call is ended. This behavior is dependent on the privilege.mychannels.pending-state.can-use privilege being granted.

Enabling and Disabling Agents

Purpose: To enable or disable an agent to be available for use by Web Services. Disabled Agents will not be imported into Web Services.

Prerequisites

• A working knowledge of Genesys Administrator Extension (GAX).
• An Person object exists in the Configuration Database.

Start

1. In the configuration layer, use GAX to select State Enabled to enable an agent for use. Deselect State Enabled to disable an agent.

End

Enabling caller ID selection

You can enable agents to select a caller ID from pre-defined list of caller IDs.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.

To enable caller ID selection:

1. In GAX, create a Business Attribute that contains the possible caller ID values you want agents to be able to select. In its Business Attribute Values, the name is used to specify the actual phone number Workspace dials. If the Display Name is specified, this is the information Workspace presents to the agent (in alphabetical order).
Important
If the Business Attribute doesn't contain any Business Attribute Values, then the feature isn't enabled. Also, if the attribute contains only one value, then the adapter automatically uses that caller ID so the agent doesn't see a popup when making a call.
2. Set the intercommunication.voice.make-call-caller-id-business-attribute option to the name of your Business Attribute. For example, if you create a Business Attribute named CallerID, then you would set intercommunication.voice.make-call-caller-id-business-attribute to CallerID.
3. Set the intercommunication.voice.make-call-caller-id-enable-anonymous option to true to specify whether anonymous is enabled on make call with caller id.

Specifying the content of interaction notifications

You can specify the content and appearance of interaction preview notifications (toasts).

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• A Business Attribute object containing the dispositions exists in the Configuration Database.
• A Cloud_Cluster application object exists in the Configuration Database.
• The agent object is configured to use one or more of the following media channels:
  • Voice
  • Email
  • Chat
  • Workitems

You can use the following configuration options to control interaction notifications:

• toast.case-data.content: Specifies the content of the Case Information area in the toast interaction preview.
• toast.case-data.format-business-attribute: Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data in the toast interaction preview.
• toast.window-title: Specifies the title of the Interactive Notification window.

Enabling disposition codes

You can enable agents to specify the outcome (disposition) of an interaction. Disposition Codes are set up as Business Attributes in Configuration Server and set to State Enabled.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• A Business Attribute object containing the dispositions exists in the Configuration Database.
• A Cloud_Cluster application object exists in the Configuration Database.
• The agent object is configured to use one or more of the following media channels:
  • Voice
  • Email
  • Chat
  • Workitems

To enable disposition codes:

1. In GAX, create or update a Business Attribute in the tenant that contain(s) your agents.
   • The Type of the Business Attribute is Interaction Operation Attributes.
   • The Attribute values are the codes that are available for the agent:
     • name—Used in attached data.
     • display name—Used in the Agent interface.
2. In the interaction-workspace section, set the value of the interaction.disposition.value-business-attribute option to the name of the Business Attribute that you previously configured.
3. Configure the following Interaction options in the interaction-workspace section of the Cloud_Cluster object:
   • interaction.disposition.cache-timeout-delay: Specifies the delay, in seconds, before the cache of a disposition request result is cleared. If set to -1, the dispositions are kept in cache until the browser page is refreshed, or until the agent logs out and logs back in.
   • interaction.disposition.is-expanded-on-display: Specifies whether the Dispositions tree is expanded by default.
   • interaction.disposition.is-mandatory: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction.
   • interaction.disposition.key-name: Specifies 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.
   • interaction.disposition.use-attached-data: Specifies whether attached data can be added to the interaction in UserEvent.
   • interaction.disposition.value-business-attribute: Specifies 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.

Hierarchical Dispositions

Workspace Agent Desktop supports the display of disposition codes in a hierarchy tree, with expanding and collapsing controls. The dispositions hierarchy is enabled by setting up the annex for the disposition Business Attribute.

The hierarchy is configured by adding folders under the Disposition Code Business Attribute in Configuration Server using the following option: interaction.disposition.folder-name-depth-<n>: Specifies the Attached Data key that stores the n-th level of the disposition folder hierarchy.

Enabling case information editing

You can enable an agent to edit the contents of case information.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• A Cloud_Cluster object exists in the Configuration Database.
• One or more custom Case Information Business Attributes in the Configuration Layer.

To enable case information editing:

1. In GAX, open a Case Information Business Attribute.
2. In the Attributes Values tab, open the attribute value that you want to enable Agent to edit.
3. Select the Options tab.
4. Add a new section named interaction-workspace.
5. Configure the option according to the values in the Editing Case Information table.
6. Save your updates.

Focus duration

Workspace is an omni-channel application which means that agents might be handling multiple interactions on different channels for the same contact, or for multiple contacts. For example, an agent might be talking on the phone with a contact, sending the contact text information by the Chat channel, while composing an email to the contact; or, an agent might be handling multiple chats for multiple contacts while handling email interactions or workitems. In both of these example scenarios, the agent spends a little bit of time focused on each individual interaction; however, from a reporting perspective, the duration of handling is the total time from when each interaction was initiated until it was marked Done. This gives a false representation of the amount of time that an agent was actually handling each individual interaction.

When the value of the reporting.case.report-case-in-focus-duration option is set to true, which specifies whether the time that an interaction has been in the focus of the agent during its handling is reported to T-Server or Interaction Server at the end of its processing by the agent. When it is enabled, this notification allows Genesys Interaction Concentrator and Genesys Infomart to calculate focus time metrics. Workspace reports to the Genesys back-end the time, in seconds, that an individual interaction had the focus, that is, the time that the agent actually spent working directly or indirectly on this interaction. The duration of each interaction is reported as the sum of the times that the interaction had the focus of the agent. The assignment of focus-time to an interaction is based on the following rules:

1. At any given time, only one Case can be considered as in focus.

   Therefore, the sum of the focus-times of the agent cannot exceed the total focus-time.

2. When a Case is considered to be in focus, the time in focus is assigned to the Main interaction of the case; that is, the interaction that initiated the case (for example an inbound chat or an outbound call).
3. The Case that contains the current Active Voice Call (Established) is considered as in focus, whether the voice call in the Case is the main interaction, a secondary interaction, or a consultation.

   There cannot be more that one Active Voice Call at a given time.

4. When there is no Active Voice Call, the Case that has the visual focus, corresponding to the selected view, is considered as in focus. This can be a Case that contains a non-Active Voice Call (for example, Dialing, On Hold, or Released).
5. If Workspace loses the application focus, the Case that had visual focus at the time Workspace lost the focus continues to be considered as in focus.

Enabling Accessibility features

Use the following options in the interaction-workspace section to configure Accessibility features:

• accessibility.agent-state-change-bell: Specifies the agent state change sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
• accessibility.dialog-bell: Specifies the dialog sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
• accessibility.dialog-error-bell: Specifies the error alert sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
• accessibility.focus-on-interaction-toast: Specifies whether the Interaction Notification views receive the focus when they are displayed. This option does not rely on the accessibility.visual-impairment-profile option; therefore, it applies to all configured agents, not just visually impaired agents.
• accessibility.interaction-state-change-bell: Specifies the interaction state change sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound

• accessibility.<media-type>.focus-on-interaction-toast: Specifies whether the Interaction Notification views associated with the specified media type receive the focus when they are displayed. This option does not rely on the accessibility.visual-impairment-profile option; therefore, it applies to all configured agents, not just visually impaired agents.
• accessibility.outbound-campaign-state-change-bell: Specifies the outbound campaign state change sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to an MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
• accessibility.visual-impairment-profile: Specifies whether the profile for visually impaired users is active. This option enables users to navigate interface elements from keyboard navigation and tooltips by using a Screen Reader application. Some components might change their behavior in this mode. For example, Team Communicator is collapsed in this configuration.
• accessibility.voicemail-message-change-bell: Specifies the Voice Mail counter change sound-configuration string for new or old messages. For example: 'BELL|7|0'. The value has three components that are separated by the pipe character '|'.
  • Sound file name (BELL, RING, CHORD or WARNING, predefined aliases, or an absolute URL to a mp3 file).
  • Priority level. The higher the integer, the higher the priority.
  • Duration. 0 means to play the whole sound one time. An integer greater than 0 means a time in milliseconds to play and repeat the sound.
• No results: Specifies the Voice Mail counter change sound-configuration string for new messages. For example: 'BELL|7|0'. The value has three components that are separated by the pipe character '|'.
  • Sound file name (BELL, RING, CHORD or WARNING, predefined aliases, or an absolute URL to a mp3 file).
  • Priority level. The higher the integer, the higher the priority.
  • Duration. 0 means to play the whole sound one time. An integer greater than 0 means a time in milliseconds to play and repeat the sound.
• accessibility.warning-message-bell: Specifies the warning message sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound

Enabling keyboard shortcuts

Workspace enables you to navigate the user interface by using the keyboard and keyboard shortcuts instead of the mouse to enhance your productivity. Navigation works panel to panel, and within a panel, component to component. Keyboard navigability enables users who are using a device for accessibility that relies on keyboard navigation to manipulate the desktop components.

• keyboard.shortcut.interaction.next: The combination of keys that a user can use as a keyboard shortcut to jump to the next case interaction.

• keyboard.shortcut.interaction.previous: The combination of keys that a user can use as a keyboard shortcut to jump to the previous case interaction.

• keyboard.shortcut.jump-to-last-error: The combination of keys that a user can use as a keyboard shortcut to jump the focus to the last error.