Documentation:HTCC:IWWDep:Voice:8.5.2DRAFT

Voice

Workspace Web Edition provides the following options for managing Voice:

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-reject-call

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to reject an incoming 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-two-step-transfer

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables two step transfer of of a voice call. Depends on privilege.voice.can-use.

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.consultation.can-use-caller-id

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables agents to use caller ID for consultations. Depends on privilege.voice.can-use.

privilege.voice.make-call.can-use-caller-id

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables agents to use caller ID for making calls. Depends on privilege.voice.can-use.

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.

privilege.voice.single-step-conference.can-use-caller-id

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables agents to use caller ID for single-step conferences. Depends on privilege.voice.can-use.

privilege.voice.single-step-transfer.can-use-caller-id

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables agents to use caller ID for single-step transfers. Depends on privilege.voice.can-use.

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.

voice.reject.counter-key-name

• Default Value:
• Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
• Changes take effect: When the session is started or restarted.
• Description: The key that is used to populate a counter in attached data when a call is rejected. This option can be overridden by a routing strategy described in this Deployment Guide.