Documentation:HTCC:IWWDep:Contact:8.5.2

Contact

Workspace Web Edition provides the following options for managing Contacts:

contact.available-directory-page-sizes

• Default Value: 5,10,25,50
• Valid Values: A comma-separated list of numbers that define the number of rows per result page from which the agent can make selections.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the possible values for the number of rows per page in the contact directory search result view.

contact.cache-timeout-delay

• Default Value: 600
• Valid Values: An integer from 1 through 3600.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the delay, in seconds, before the cache of the result of a Universal Contact Server request is cleared.

contact.default-directory-page-size

• Default Value: 10
• Valid Values: An integer from 1 through 50.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the default value for the number of rows per page in the contact directory search result view. The value must be defined in the option contact.available-directory-page-size.

contact.directory-default-mode

• Default Value: ListView
• Valid Values: ListView, GridView
• Changes take effect: When the session is started or restarted.
• Description: Specifies which view of the Contact Directory is displayed by default.
  • ListView: Quicker search performance and tokenized search items, but no sort on the result.
  • GridView: Results are sortable result, but the search is less powerful, and the search items are non-tokenized.

contact.directory-displayed-columns

• Default Value: LastName,FirstName,PhoneNumber,EmailAddress
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names.

For example: LastName,FirstName,PhoneNumber,EmailAddress.

• Changes take effect: When the session is started or restarted.
• Description: The list of contact fields that are displayed when the results of a contact search are displayed.

contact.directory-enabled-modes

• Default Value: ListView,GridView
• Valid Values: A comma-separated value list of views from the following list: ListView, GridView.
• Changes take effect: When the session is started or restarted.
• Description: Specifies which view of the Contact Directory can be selected.
  • ListView: Quicker search performance and tokenized search items, but no sort on the result. This view can be enabled only if the 'Contact' index is activated in Universal Contact Server.
  • GridView: Results are sortable, but the search is less powerful, and the search items are non-tokenized.

contact.directory-search-attributes

• Default Value: LastName,FirstName,PhoneNumber,EmailAddress
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names that can be used as search parameters.
• Changes take effect: When the session is started or restarted.
• Description: The list of Contact fields that can be used as search parameters.

contact.displayed-attributes

• Default Value: Title,FirstName,LastName,PhoneNumber,EmailAddress
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names.
• Changes take effect: When the session is started or restarted.
• Description: The list of contact fields that are displayed when a Contact record is displayed.

contact.history-displayed-columns

• Default Value: Status,Subject,StartDate,EndDate
• Valid Values: A comma-separated value list of Contact History items to display in the interaction view, for example: Status,Subject,StartDate,EndDate.
• Changes take effect: When the session is started or restarted.
• Description: Defines the list of Contact History items that are displayed in the interaction view.

contact.lookup.enable

• Default Value: true
• Valid Values: true, false
• Description: Activates Universal Contact Server (UCS) lookup for contacts when an interaction is presented to an Agent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option is overridden by the attached data IdentifyCreateContact and the option contact.lookup.<media-type>.enable

contact.lookup.enable-create-contact

• Default Value: true
• Valid Values: true, false
• Description: When this option is true and contact.lookup.enable is set to true, the Universal Contact Server (UCS) will create a contact if the initial search does not find a matching existing contact. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option is overridden by the attached data IdentifyCreateContact and the contact.lookup.<media-type>.enable-create-contact option.

contact.lookup.<media-type>.enable

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Activates the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to the agent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option overwrites the contact.lookup.enable option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup behavior in the context of outbound campaign interactions.

contact.lookup.<media-type>.enable-create-contact

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When contact lookup is enabled in the context of the current interaction, this option specifies that the Universal Contact Server (UCS) will create a contact if the initial search cannot find any existing contact. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option overwrites the contact.lookup.enable-create-contact option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup and create behavior in the context of outbound campaign interactions.

contact.mandatory-attributes

• Default Value: FirstName,LastName
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names. For example: LastName,FirstName,PhoneNumber,EmailAddress.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the list of Contact fields that must be completed for a contact.

contact.multiple-value-attributes

• Default Value: PhoneNumber,EmailAddress
• Valid Values: A comma separated value list of Attribute Value names that correspond to contact field names.
• Changes take effect: When the session is started or restarted.
• Description: A list of contact attributes that can support multiple values.

contact.myhistory-displayed-columns

• Default Value: Status,Subject,StartDate,EndDate
• Valid Values: A comma-separated value list of Contact History items to display in the interaction view MyHistory. For example: Status, Subject, StartDate, EndDate
• Changes take effect: When the session is started or restarted.
• Description: Defines the list of Contact History items that are displayed in the MyHistory view.

contact.ucs-interaction.voice-campaign.enable-create

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Activates the Workspace Web Edition feature that generates interaction history in the Universal Contact Server (UCS) for Voice Outbound Campaign interactions. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

contact.ucs-interaction.voice.enable-create

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Activates the Workspace Web Edition feature that generates the interaction history in the Universal Contact Server (UCS) for Voice interactions. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

privilege.contact.can-create-contact

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows agent to create contacts. Depends on privilege.contact.can-use.

privilege.contact.can-delete-contact

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows agent to delete contacts. Depends on privilege.contact.can-use.

privilege.contact.can-use

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows access to the Contact features.

privilege.contact.can-use-assign-contact

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows agent to assign a contact to an interaction. Depends on privilege.contact.can-use.

privilege.contact.can-use-contact-directory

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to view and search into contact directory. Depends on privilege.contact.can-use.

privilege.contact.can-use-contact-history

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to access contact history. Depends on privilege.contact.can-use.

privilege.contact.can-use-contact-history-case-data

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to see the case information of interactions in contact history. Depends on privilege.contact.can-use.

privilege.contact.can-use-contact-history-detail

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to see the detail of interactions in contact history. Depends on privilege.contact.can-use.

privilege.contact.can-use-contact-history-notepad

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to see notes about interactions in the contact history. Depends on privilege.contact.can-use.

privilege.contact.can-use-contact-information

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to access contact history. Depends on privilege.contact.can-use.

privilege.contact.can-use-contact-myhistory

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to access the agent's own history with contacts.

privilege.contact.can-use-interaction-notepad

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to display and edit the interaction notepad while handling an interaction.

privilege.contact.can-use-save-contact

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to commit contact modifications. Depends on privilege.contact.can-use.