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| − | <!-- | + | = Facebook Interactions= |
| + | Workspace supports the following functionality for Facebook interactions: | ||
| + | * Accept an interaction | ||
| + | * Reject an interaction | ||
| + | * Ignore an interaction | ||
| + | * Mark Done an interaction | ||
| + | * One-Step Transfer an interaction | ||
| + | * Set Interaction Disposition | ||
| + | |||
| + | You use the following options in the '''[interaction-workspace]''' section to configure Facebook interactions: | ||
| + | * [[ConfigurationOptions#privilege.facebook.can-use|privilege.facebook.can-use]] — Enables agent to use the Facebook channel. | ||
| + | * [[ConfigurationOptions#facebook.auto-answer|facebook.auto-answer]] — Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide. | ||
| + | * [[ConfigurationOptions#facebook.comments-pagination-size|facebook.comments-pagination-size]] — Specifies the number of comments are initially displayed and then added when Show More is clicked. | ||
| + | * [[ConfigurationOptions#facebook.default-queue|facebook.default-queue]] — Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer. | ||
| + | * [[ConfigurationOptions#facebook.outbound-queue|facebook.outbound-queue]] — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it. <!--* [[ConfigurationOptions#facebook.prompt-for-done|facebook.prompt-for-done]] — Specifies if the application prompts a confirmation message when the user clicks Done. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.--> | ||
| + | * [[ConfigurationOptions#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. | ||
| + | * [[ConfigurationOptions#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. | ||
| + | *[[ConfigurationOptions#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. | ||
| + | * [[ConfigurationOptions#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. | ||
| + | * [[ConfigurationOptions#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. | ||
| + | |||
| + | |||
| + | [[Category:V:HTCC:8.5.2]] | ||
Revision as of 21:19, August 28, 2015
Facebook Interactions
Workspace supports the following functionality for Facebook interactions:
- Accept an interaction
- Reject an interaction
- Ignore an interaction
- Mark Done an interaction
- One-Step Transfer an interaction
- Set Interaction Disposition
You use the following options in the [interaction-workspace] section to configure Facebook interactions:
- privilege.facebook.can-use — Enables agent to use the Facebook channel.
- facebook.auto-answer — Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide.
- facebook.comments-pagination-size — Specifies the number of comments are initially displayed and then added when Show More is clicked.
- facebook.default-queue — Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer.
- facebook.outbound-queue — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
- 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.
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