| Line 1: | Line 1: | ||
= Voice= | = Voice= | ||
Workspace Web Edition provides the following options for managing Voice: | Workspace Web Edition provides the following options for managing Voice: | ||
| − | __TOC__ | + | __TOC__<section begin="privilege.voice.can-extend-after-call-work"/> |
====privilege.voice.can-extend-after-call-work==== | ====privilege.voice.can-extend-after-call-work==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
* Valid Values: <tt>true</tt>, <tt>false</tt> | * Valid Values: <tt>true</tt>, <tt>false</tt> | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
| − | * Description: Allows agent to extend the After Call Work state. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | + | * Description: Allows agent to extend the After Call Work state. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]].<section end="privilege.voice.can-extend-after-call-work"/> |
| − | + | <section begin="privilege.voice.can-forward"/> | |
====privilege.voice.can-forward==== | ====privilege.voice.can-forward==== | ||
* Default Value: <tt>true</tt> | * Default Value: <tt>true</tt> | ||
* Valid Values: <tt>true</tt>, <tt>false</tt> | * Valid Values: <tt>true</tt>, <tt>false</tt> | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
| − | * Description: Enables forward of voice call. This option requires [[Voice#privilege.voice.can-use|privilege.voice.can-use]] to be <tt>true</tt>. | + | * Description: Enables forward of voice call. This option requires [[Voice#privilege.voice.can-use|privilege.voice.can-use]] to be <tt>true</tt>. <section end="privilege.voice.can-forward"/> |
| − | + | <section begin="privilege.voice.can-make-call"/> | |
====privilege.voice.can-make-call==== | ====privilege.voice.can-make-call==== | ||
* Default Value: <tt>true</tt> | * Default Value: <tt>true</tt> | ||
* Valid Values: <tt>true</tt>, <tt>false</tt> | * Valid Values: <tt>true</tt>, <tt>false</tt> | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
| − | * Description: Allows agent to make a new call from any area enabling this function. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | + | * Description: Allows agent to make a new call from any area enabling this function. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]].<section end="privilege.voice.can-make-call"/> |
| − | + | <section begin="privilege.voice.can-one-step-conference"/> | |
====privilege.voice.can-one-step-conference==== | ====privilege.voice.can-one-step-conference==== | ||
* Default Value: <tt>true</tt> | * Default Value: <tt>true</tt> | ||
* Valid Values: <tt>true</tt>, <tt>false</tt> | * Valid Values: <tt>true</tt>, <tt>false</tt> | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
| − | * Description: Enables instant conferencing of a voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | + | * Description: Enables instant conferencing of a voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]].<section end="privilege.voice.can-one-step-conference"/> |
| − | + | <section begin="privilege.voice.can-one-step-transfer"/> | |
====privilege.voice.can-one-step-transfer==== | ====privilege.voice.can-one-step-transfer==== | ||
* Default Value: <tt>true</tt> | * Default Value: <tt>true</tt> | ||
* Valid Values: <tt>true</tt>, <tt>false</tt> | * Valid Values: <tt>true</tt>, <tt>false</tt> | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
| − | * Description: Enables instant conferencing of a voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | + | * Description: Enables instant conferencing of a voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]].<section end="privilege.voice.can-one-step-transfer"/> |
| − | + | <section begin="privilege.voice.can-release-call"/> | |
====privilege.voice.can-release-call==== | ====privilege.voice.can-release-call==== | ||
* Default Value: <tt>true</tt> | * Default Value: <tt>true</tt> | ||
| Line 37: | Line 37: | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
* Description: Enables manual ending of voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | * Description: Enables manual ending of voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | ||
| − | + | <section end="privilege.voice.can-release-call"/> | |
====privilege.voice.can-send-dtmf==== | ====privilege.voice.can-send-dtmf==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
| Line 43: | Line 43: | ||
* Changes take effect: When the application is started or restarted. | * Changes take effect: When the application is started or restarted. | ||
* Description: Enables agents to send DTMF during a voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | * Description: Enables agents to send DTMF during a voice call. Depends on [[Voice#privilege.voice.can-use|privilege.voice.can-use]]. | ||
| − | + | <section begin="privilege.voice.can-two-step-conference"/> | |
====privilege.voice.can-two-step-conference==== | ====privilege.voice.can-two-step-conference==== | ||
* Default Value: <tt>true</tt> | * Default Value: <tt>true</tt> | ||
| Line 49: | Line 49: | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
* Description: Enables two step conference for voice calls. This option requires [[Voice#privilege.voice.can-use|privilege.voice.can-use]] to be <tt>true</tt>. | * Description: Enables two step conference for voice calls. This option requires [[Voice#privilege.voice.can-use|privilege.voice.can-use]] to be <tt>true</tt>. | ||
| − | + | <section end="privilege.voice.can-two-step-conference"/> | |
====privilege.voice.can-use==== | ====privilege.voice.can-use==== | ||
* Default Value: <tt>true</tt> | * Default Value: <tt>true</tt> | ||
| Line 61: | Line 61: | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
* Description: Enables agents to be notified that the current call is monitored by a supervisor. | * Description: Enables agents to be notified that the current call is monitored by a supervisor. | ||
| − | + | <section begin="voice.auto-answer"/> | |
====voice.auto-answer==== | ====voice.auto-answer==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
* Valid Values: <tt>true</tt>, <tt>false</tt> | * Valid Values: <tt>true</tt>, <tt>false</tt> | ||
* Changes take effect: When the application is started or restarted. | * Changes take effect: When the application is started or restarted. | ||
| − | * Description: Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in this [[OverridingInteractionWorkspaceOptions|Deployment Guide]]. | + | * Description: Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in this [[OverridingInteractionWorkspaceOptions|Deployment Guide]].<section end="voice.auto-answer"/> |
| − | + | <section begin="voice.cancel-after-call-work-on-done"/> | |
====voice.cancel-after-call-work-on-done==== | ====voice.cancel-after-call-work-on-done==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
| Line 73: | Line 73: | ||
* Changes take effect: When the application is started or restarted. | * Changes take effect: When the application is started or restarted. | ||
* Description: Specifies if the voice channel should be forced to its former status when the agent marks the voice interaction as 'done' while the voice channel is in After Call Work status. | * Description: Specifies if the voice channel should be forced to its former status when the agent marks the voice interaction as 'done' while the voice channel is in After Call Work status. | ||
| − | + | <section end="voice.cancel-after-call-work-on-done"/> | |
====voice.floating-interaction-mode.auto-collapse==== | ====voice.floating-interaction-mode.auto-collapse==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
| Line 79: | Line 79: | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
* Description: When this option is set to <tt>true</tt>, new floating voice interactions will automatically be collapsed. When this option is set to <tt>false</tt>, new floating voice interactions will not be collapsed. | * Description: When this option is set to <tt>true</tt>, new floating voice interactions will automatically be collapsed. When this option is set to <tt>false</tt>, new floating voice interactions will not be collapsed. | ||
| − | + | <section begin="voice.mark-done-on-release"/> | |
====voice.mark-done-on-release==== | ====voice.mark-done-on-release==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
* Valid Values: <tt>true</tt>, <tt>false</tt> | * Valid Values: <tt>true</tt>, <tt>false</tt> | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
| − | * Description: Specifies if an interaction should be closed automatically if a Release message is received. This option can be overridden by a routing strategy as described in this [[OverridingInteractionWorkspaceOptions|Deployment Guide]]. | + | * Description: Specifies if an interaction should be closed automatically if a Release message is received. This option can be overridden by a routing strategy as described in this [[OverridingInteractionWorkspaceOptions|Deployment Guide]].<section end="voice.mark-done-on-release"/> |
| − | + | <section begin="voice.prompt-for-end"/> | |
====voice.prompt-for-end==== | ====voice.prompt-for-end==== | ||
* Default Value: <tt>false</tt> | * Default Value: <tt>false</tt> | ||
| Line 91: | Line 91: | ||
* Changes take effect: When the session is started or restarted. | * Changes take effect: When the session is started or restarted. | ||
* Description: 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 [[OverridingInteractionWorkspaceOptions|Deployment Guide]]. | * Description: 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 [[OverridingInteractionWorkspaceOptions|Deployment Guide]]. | ||
| − | + | <section end="voice.prompt-for-end"/> | |
[[Category:V:HTCC:8.5.2DRAFT]] | [[Category:V:HTCC:8.5.2DRAFT]] | ||
Revision as of 11:32, March 10, 2015
Voice
Workspace Web Edition provides the following options for managing Voice:
Contents
- 1 Voice
- 1.1 privilege.voice.can-extend-after-call-work
- 1.2 privilege.voice.can-forward
- 1.3 privilege.voice.can-make-call
- 1.4 privilege.voice.can-one-step-conference
- 1.5 privilege.voice.can-one-step-transfer
- 1.6 privilege.voice.can-release-call
- 1.7 privilege.voice.can-send-dtmf
- 1.8 privilege.voice.can-two-step-conference
- 1.9 privilege.voice.can-use
- 1.10 privilege.voice.show-monitoring.can-use
- 1.11 voice.auto-answer
- 1.12 voice.cancel-after-call-work-on-done
- 1.13 voice.floating-interaction-mode.auto-collapse
- 1.14 voice.mark-done-on-release
- 1.15 voice.prompt-for-end
privilege.voice.can-extend-after-call-work
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Allows agent to extend the After Call Work state. Depends on privilege.voice.can-use.
privilege.voice.can-forward
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Enables forward of voice call. This option requires privilege.voice.can-use to be true.
privilege.voice.can-make-call
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Allows agent to make a new call from any area enabling this function. Depends on privilege.voice.can-use.
privilege.voice.can-one-step-conference
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
privilege.voice.can-one-step-transfer
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
privilege.voice.can-release-call
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Enables manual ending of voice call. Depends on privilege.voice.can-use.
privilege.voice.can-send-dtmf
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the application is started or restarted.
- Description: Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.
privilege.voice.can-two-step-conference
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Enables two step conference for voice calls. This option requires privilege.voice.can-use to be true.
privilege.voice.can-use
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: When the value of this option is set to true, the agent is permitted to use the Voice channel.
privilege.voice.show-monitoring.can-use
- Default Value: true
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Enables agents to be notified that the current call is monitored by a supervisor.
voice.auto-answer
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the application is started or restarted.
- Description: Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.
voice.cancel-after-call-work-on-done
- Default Value: false
- Value Values: true, false
- Changes take effect: When the application is started or restarted.
- Description: Specifies if the voice channel should be forced to its former status when the agent marks the voice interaction as 'done' while the voice channel is in After Call Work status.
voice.floating-interaction-mode.auto-collapse
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: When this option is set to true, new floating voice interactions will automatically be collapsed. When this option is set to false, new floating voice interactions will not be collapsed.
voice.mark-done-on-release
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: Specifies if an interaction should be closed automatically if a Release message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.
voice.prompt-for-end
- Default Value: false
- Valid Values: true, false
- Changes take effect: When the session is started or restarted.
- Description: 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 Deployment Guide.
Comments or questions about this documentation? Contact us for support!