Documentation:HTCC:IWWDep:Intercommunication:8.5.2

Intercommunication

Workspace Web Edition provides the following options for managing Intercommunication:

intercommunication.chat.queue

• Default Value: An empty string.
• Valid Values: Name of a valid Script object of type Interaction Queue
• 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 Chat. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

intercommunication.chat.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.chat.routing-based-targets

• Default Value: An empty string.
• Valid Values: Blank or a comma-separated list of valid object types from the following list: Agent
• 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 option intercommunication.chat.routing-based-actions.
  Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

intercommunication.email.queue

• Default Value: An empty string.
• Valid Values: The name of a valid Script object of type Interaction Queue
• 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 E-Mail. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

intercommunication.email.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.email.routing-based-targets

• Default Value: An empty string.
• Valid Values: A comma-separated list of valid object types from the following list: Agent
• Changes take effect: When the session is started or restarted.
• Description: Specifies the list of targets that are contacted through the 'routing-based' mechanism for the requests that are defined in the option intercommunication.email.routing-based-actions.
  Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

intercommunication.voice.make-call-caller-id-business-attribute

• Default Value: An empty string.
• Valid Values: Letters A to Z and a to z, numbers 0 through 9, underscore and space characters.
• Changes take effect: When a session is started or restarted.
• Description: 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.

intercommunication.voice.routing-based-actions

• Default Value: MakeCall,OneStepConference,InitConference,OneStepTransfer,InitTransfer
• Valid Values: A comma-separated list of valid operation names from the following list: MakeCall, OneStepTransfer, InitTransfer, InitConference, OneStepConference.
• Changes take effect: When the session is started or restarted.
• Description: Defines the list of routing-based actions that an agent may perform.

intercommunication.voice.routing-based-targets

• Default Value: An empty string.
• Valid Values: A comma-separated list of valid object types from the following list: Agent, RoutingPoint, TypeDestination, OutboundRecord.
• 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 option intercommunication.voice.routing-based-actions.
  Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

intercommunication.voice.routing-points

• Default Value: An empty string.
• Valid Values: A call number name in the following format: $dn_name$
• Changes take effect: When the session is started or restarted.
• Description: Determines the call number that is used by the routing-based feature. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

intercommunication.voice.single-step-conference-enabled

• Default Value: Agent,AgentGroup,RoutingPoint,Contact,TypeDestination
• Valid Values: A comma-separated list of valid object types from the following list: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the list of targets that are enabled in Team Communication for a single-step conference.