Documentation:HTCC:IWWDep:IntWorkitems:8.5.2DRAFT

Workitems

Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email.

You use the following options in the [interaction-workitem] section to configure Workitems:

• Privilege options:
• openmedia.workitem-channels specifies the list of Workitem channels that are used by the agents.
  • privilege.workitem-channels.can-use allows agents to use all WorkItem channels configured in the openmedia.workitem-channels option.
  • privilege.<media-type>.can-decline allows agents to decline incoming workitems.
  • privilege.<media-type>.can-mark-done allows agents to mark a workitem as done without further processing.
  • privilege.<media-type>.can-move-to-workbin allows agents to move a workitem to the workbin.
  • privilege.<media-type>.can-one-step-transfer allows agents to use instant workitem transfer.
  • privilege.<media-type>.can-set-interaction-disposition allows agent to set disposition code of Workitem interactions.
• Workitem behaviour options
  • <media-type>.auto-answer specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received
  • <media-type>.prompt-for-done specifies if the application prompts a confirmation message when a user clicks the Done button.
  • <media-type>.ringing-bell specifies the path to the sound file that is played when the workitem interaction is ringing.
  • intercommunication.<media-type>.queue specifies the name of the Interaction Queue that is used by the routing-based feature for workitems.
  • intercommunication.<media-type>.routing-based-actions specifies the list of routing based actions that an agent is allowed to perform.
  • intercommunication.<media-type>.routing-based-targets Defines the list of targets that are contacted through the routing based mechanism for the requests that are defined in the intercommunication.<media-type>.routing-based-actions option.
  • workbin.<media-type>.in-progress specifies the name of the workbin to be used to store interactions of a particular workitem media type.
  • workbin.<media-type>.in-progress.displayed-columns specifies the list of interaction fields displayed as columns in the specified workbin.

You use the following options in the [contact] section to configure Workitems:

• contact.lookup.<media-type>.enable enables Workspace features that rely on Universal Contact Server (UCS) for contact lookup when a workitem interaction of the given media type is presented to the agent.
• contact.lookup.<media-type>.enable-create-contact, when this option is true and contact.lookup.enable is set to true, the Universal Contact Server (UCS) creates a contact if the initial search does not find a matching existing contact.