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You can use the following options in the '''[interaction-workspace]''' section to configure voice interactions: | You can use the following options in the '''[interaction-workspace]''' section to configure voice interactions: | ||
| − | * | + | * [[Voice#voice.auto-answer|voice.auto-answer]] — Specifies whether a voice interaction is automatically answered when a TServer Ringing event is received. This option can be overridden by a routing strategy. |
| − | * | + | * [[Voice#voice.mark-done-on-release|voice.mark-done-on-release]] — Specifies whether the Mark Done function is required to complete the release of the call. |
| − | * | + | * [[Voice#voice.prompt-for-end|voice.prompt-for-end]] — 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#privilege.voice.can-one-step-conference|privilege.voice.can-one-step-conference]] — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use. |
| − | * | + | * [[Voice#privilege.voice.can-one-step-transfer|privilege.voice.can-one-step-transfer]] — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use. |
| − | * | + | * [[Voice#privilege.voice.can-send-dtmf|privilege.voice.can-send-dtmf]] — Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use. |
| − | * | + | * [[Voice#privilege.voice.can-use|privilege.voice.can-use]] — Mandatory to use the voice channel. When the value of this option is set to <tt>true</tt>, the agent is permitted to use the Voice channel. |
| − | * | + | * [[Voice#privilege.voice.show-monitoring.can-use|privilege.voice.show-monitoring.can-use]] — Enables agents to be notified that the current call is monitored by a supervisor. |
| − | * | + | * [[Interaction#interaction.disposition.is-mandatory|interaction.disposition.is-mandatory]] — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy. |
| − | * | + | * [[Interaction#interaction.disposition.is-read-only-on-idle|interaction.disposition.is-read-only-on-idle]] — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy. |
| − | * | + | * [[Interaction#interaction.disposition.key-name|interaction.disposition.key-name]] — 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. This option can be overridden by a routing strategy. |
| − | * | + | * [[Interaction#interaction.disposition.use-attached-data|interaction.disposition.use-attached-data]] — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy. |
| − | * | + | * [[Interaction#interaction.disposition.value-business-attribute|interaction.disposition.value-business-attribute]] — 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. This option can be overridden by a routing strategy. |
| − | * | + | * [[Intercommunication#intercommunication.voice.make-call-caller-id-business-attribute|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. |
[[Category:V:HTCC:8.5.2DRAFT]] | [[Category:V:HTCC:8.5.2DRAFT]] | ||
Revision as of 16:13, July 9, 2015
Voice Interactions
Workspace uses the following privileges to enable voice-related functionality:
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. This option can be overridden by a routing strategy.
- 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'. This option can be overridden by a routing strategy as described in this Deployment Guide.
- privilege.voice.can-one-step-conference — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
- privilege.voice.can-one-step-transfer — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
- privilege.voice.can-send-dtmf — Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.
- privilege.voice.can-use — Mandatory to use the voice channel. 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 — Enables agents to be notified that the current call is monitored by a supervisor.
- interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
- interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
- interaction.disposition.key-name — 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. This option can be overridden by a routing strategy.
- interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
- interaction.disposition.value-business-attribute — 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. This option can be overridden by a routing strategy.
- 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.
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