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expression.validate.phone-number

Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#]*[\d]+[\(\)\-\.\+\d\s\*#/]*$
Valid Values: A valid regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Specifies the regular expression used to validate a phone number. It is used to recognize the phone number of a target entered in the Team Communicator when performing a call, a transfer, or a conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call', 'Start Voice Consultation', 'Instant Transfer', or 'Instant Conference' action is enabled for this number. When the agent executes the action, the entered phone number is modified by the logic specified by the expression.phone-number.supported-characters option before the telephony operation is executed. This expression is also used to display a warning message if the phone number on the Contact Profile is incorrect.

expression.team-communicator-phone-number

Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#]*[\d]+[\(\)\-\.\+\d\s\*#/]*$
Valid Values: A valid regular expression.
Changes Take Effect: When the session is started or restarted.
Related Options: expression.phone-number.supported-characters

Specifies the regular expression used to recognize a phone number of a target entered in the Team Communicator when it is used to start a call, a transfer, or a conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call' or 'Start Voice Consultation' or 'Instant Transfer' or 'Instant Conference' action is enabled for this number. When the agent executes the action, the entered phone number is modified by the logic specified by the expression.phone-number.supported-characters option before the telephony operation is executed.

expression.validate.email-address

Section: interaction-workspace
Default Value: ^([A-Za-z0-9._-]+)@([A-Za-z0-9.-]+)\.([A-Za-z]{2,6})$
Valid Values: A valid regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31

Specifies the regular expression used to validate an email address. It is used to recognize an email address of a target entered in the Team Communicator, and also to display warning message if the email address on the Contact Profile is incorrect.

expression.team-communicator-email-address

Section: interaction-workspace
Default Value: A valid regular expression.
Valid Values: ^([A-Za-z0-9._-]+)@([A-Za-z0-9.-]+)\.([A-Za-z]{2,6})$
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.201.97

Specifies the regular expression used to recognize an email address of a target entered in the Team Communicator.

expression.identify.phone-number

Section: interaction-workspace
Default Value: (?:(?:[\+]?([\d]{1,3}(?:[]*|[\-.])))?[(]?([\d]{1,3})[\-\/)]?(?:[]+|[\-.])?)?([\d]{3,})
Valid Values: A regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49

Specifies the regular expression that identifies a phone number in the chat or email transcript. This option can be overridden by a routing strategy as described in the Configuration Guide.

expression.phone-number

Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#][0-9]+()-\.+\d\s*#/$
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a phone number in the chat or SMS transcript. This option can be overridden by a routing strategy as described in this Deployment Guide

expression.identify.email-address

Section: interaction-workspace
Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
Valid Values: A regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49

Specifies the regular expression that identifies an email address in a chat.

expression.email-address

Section: interaction-workspace
Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a email address in the chat.

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=Migrating from Workspace 8.5.2 to 9.0=
 
=Migrating from Workspace 8.5.2 to 9.0=
  
−
If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, there are many changes and differences between 8.5.2 and 9.0 that you should note. For configuration options, some have been [[Migrating8to9#Renamed_options|renamed]], some [[Migrating8to9#Removed_options|removed]], and many new ones [[Migrating8to9#New_options|added]]. The Agent UI is also significantly upgraded; refer to [[Documentation:PSAAS:Agent:Migrating:Public|this article]] for more information. [[Migrating8to9#Statistics_Definitions|Statistics]] are handled very differently in Workspace 9.
+
If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, there are many changes and differences between 8.5.2 and 9.0 that you should note. For configuration options, some have been [[Migrating8to9#Renamed_options|renamed]], some [[Migrating8to9#Removed_options|removed]], and many new ones [[Migrating8to9#New_options|added]], and some existing options have been [[Migrating8to9#Updated_options|updated]]. The Agent UI is also significantly upgraded; refer to [[Documentation:PSAAS:Agent:Migrating:Public|this article]] for more information. [[Migrating8to9#Statistics_Definitions|Statistics]] are handled very differently in Workspace 9.
 
{{AnchorDiv|Renamed_options}}
 
{{AnchorDiv|Renamed_options}}
 
==Renamed options==
 
==Renamed options==
−
expression.email-address → Renamed in  expression.identify.email-address
+
The following options have been renamed in Workspace 9.0 while their functionality remains the same as in Workspace 8.5.2:
−
expression.phone-number → Renamed in expression.identify.phone-number
+
 
−
expression.team-communicator-email-address → Renamed in expression.validate.email-address
+
{|
−
expression.team-communicator-phone-number → Renamed in expression.validate.phone-number
+
! 8.5.2 option name
 +
! 9.0 option name
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-email-address}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-identify-email-address}}
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-phone-number}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-identify-phone-number}}
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-team-communicator-email-address}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-validate-email-address}}
 +
|-
 +
| {{Optionslink|link=Options:Web_Services_and_Applications:interaction-workspace:expression-team-communicator-phone-number}}
 +
| {{Optionslink|link=Options:Genesys_Web_Services:interaction-workspace:expression-validate-phone-number}}
 +
|}
  
 
{{AnchorDiv|Removed_options}}
 
{{AnchorDiv|Removed_options}}
 
==Removed options==
 
==Removed options==
−
Dashboard has been removed from WWE 9.0
+
Workspace 9.0 no longer uses the Dashboard feature. The '''privilege.dashboard.can-use''' has been removed from the Workspace application template.
−
 
 
−
As a result, option privilege.dashboard.can-use has been deleted from WWE template
 
  
 
{{AnchorDiv|New_options}}
 
{{AnchorDiv|New_options}}
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privilege.performance-tracker.can-use: To display Performance Tracker view
 
privilege.performance-tracker.can-use: To display Performance Tracker view
 
privilege.monitor-dashboard.can-use: To display Contact Center Statistics view
 
privilege.monitor-dashboard.can-use: To display Contact Center Statistics view
−
Updated options
+
 
 +
 
 +
{{AnchorDiv|Updated_options}}
 +
==Updated options==
 
Some other options have been updated. The default value of these options have been updated:
 
Some other options have been updated. The default value of these options have been updated:
  

Revision as of 17:45, March 10, 2020

Migrating from Workspace 8.5.2 to 9.0

If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, there are many changes and differences between 8.5.2 and 9.0 that you should note. For configuration options, some have been renamed, some removed, and many new ones added, and some existing options have been updated. The Agent UI is also significantly upgraded; refer to this article for more information. Statistics are handled very differently in Workspace 9.

Renamed options

The following options have been renamed in Workspace 9.0 while their functionality remains the same as in Workspace 8.5.2:

8.5.2 option name 9.0 option name
expression.email-address expression.identify.email-address
expression.phone-number expression.identify.phone-number
expression.team-communicator-email-address expression.validate.email-address
expression.team-communicator-phone-number expression.validate.phone-number

Removed options

Workspace 9.0 no longer uses the Dashboard feature. The privilege.dashboard.can-use has been removed from the Workspace application template.

New options

My Statistics view from WWE 8.5 has been replaced with Performance tracker view, with an associated privilege

And another privilege has been introduced for Contact Center statistics view

privilege.performance-tracker.can-use: To display Performance Tracker view privilege.monitor-dashboard.can-use: To display Contact Center Statistics view


Updated options

Some other options have been updated. The default value of these options have been updated:

privilege.contact.can-use privilege.contact.can-delete-contact privilege.SRL.can-use privilege.chat.can-use privilege.email.can-use privilege.workbins.can-use Default value for all these options above has been updated from true to false agent-status.enabled-actions-global agent-status.enabled-actions-by-channel: Default value has been updated from Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff to Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff

Statistics Definitions

The definitions of the statistics has been updated.

In 8.5, Server side Statistics configuration was found in statistics.yaml configuration file from GWS

In 9.0, Server side Statistics configuration is found in configuration server: statistics.definitions.XXX section in CloudCluster application

To get details on how to configure statistics.definitions.XXX sections from what was available in statistics.yaml: http://internalwiki.us.int.genesyslab.com/dev_teams/index.php/Statistics_service#Statistic_definition_configuration

What is lost when migrating from 8.5 to 9.0 Agents migrating from 8.5 to 9.0 will lose their personal favorites and their missed calls

For personal favorites, they will need to go to Team Communicator, search for the targets that were found as Personal Favorites, and add them again as favorites.

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