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(Workitems)
(Workitems)
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You use the following options in the '''[interaction-workitem]''' section to configure Workitems:
 
You use the following options in the '''[interaction-workitem]''' section to configure Workitems:
  
*Privilege options:
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==Privilege options==
 
* [[Workitem#openmedia.workitem-channels|openmedia.workitem-channels]] specifies the list of Workitem channels that are used by the agents.
 
* [[Workitem#openmedia.workitem-channels|openmedia.workitem-channels]] specifies the list of Workitem channels that are used by the agents.
**[[Workitem#privilege.workitem-channels.can-use|privilege.workitem-channels.can-use]] allows agents to use all WorkItem channels configured in the [[Workitem#openmedia.workitem-channels|openmedia.workitem-channels]] option.
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*[[Workitem#privilege.workitem-channels.can-use|privilege.workitem-channels.can-use]] allows agents to use all WorkItem channels configured in the [[Workitem#openmedia.workitem-channels|openmedia.workitem-channels]] option.
**[[Workitem#CanDecline|privilege.<media-type>.can-decline]] allows agents to decline incoming workitems.
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*[[Workitem#CanDecline|privilege.<media-type>.can-decline]] allows agents to decline incoming workitems.
**[[Workitem#CanMarkDone|privilege.<media-type>.can-mark-done]] allows agents to mark a workitem as done without further processing.
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*[[Workitem#CanMarkDone|privilege.<media-type>.can-mark-done]] allows agents to mark a workitem as done without further processing.
**[[Workitem#CanMoveToWorkbin|privilege.<media-type>.can-move-to-workbin]] allows agents to move a workitem to the workbin.  
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*[[Workitem#CanMoveToWorkbin|privilege.<media-type>.can-move-to-workbin]] allows agents to move a workitem to the workbin.  
**[[Workitem#CanOneStepTransfer|privilege.<media-type>.can-one-step-transfer]] allows agents to use instant workitem transfer.
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*[[Workitem#CanOneStepTransfer|privilege.<media-type>.can-one-step-transfer]] allows agents to use instant workitem transfer.
**[[Workitem#CanSetDisp|privilege.<media-type>.can-set-interaction-disposition]] allows agent to set disposition code of Workitem interactions.
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*[[Workitem#CanSetDisp|privilege.<media-type>.can-set-interaction-disposition]] allows agent to set disposition code of Workitem interactions.
*Workitem behaviour options
 
** [[Workitem#AutoAnswer|<media-type>.auto-answer]] specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received
 
** [[Workitem#PromptForDone|<media-type>.prompt-for-done]] specifies if the application prompts a confirmation message when a user clicks the '''Done''' button.
 
** [[Workitem#RingingBell|<media-type>.ringing-bell]] specifies the path to the sound file that is played when the workitem interaction is ringing.
 
** [[Workitem#Queue|intercommunication.<media-type>.queue]] specifies the name of the Interaction Queue that is used by the routing-based feature for workitems.
 
** [[Workitem#RoutingBasedActions|intercommunication.<media-type>.routing-based-actions]] specifies the list of routing based actions that an agent is allowed to perform.
 
** [[Workitem#RoutingBasedTargets|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 [[Workitem#MediaTypeRBActions|intercommunication.<media-type>.routing-based-actions]] option.
 
** [[Workitem#InProgress|workbin.<media-type>.in-progress]] specifies the name of the workbin to be used to store interactions of a particular workitem media type.
 
** [[Workitem#InProgDisplayedColumns|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:
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==Workitem behaviour options==
 +
* [[Workitem#AutoAnswer|<media-type>.auto-answer]] specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received
 +
* [[Workitem#PromptForDone|<media-type>.prompt-for-done]] specifies if the application prompts a confirmation message when a user clicks the '''Done''' button.
 +
* [[Workitem#RingingBell|<media-type>.ringing-bell]] specifies the path to the sound file that is played when the workitem interaction is ringing.
 +
* [[Workitem#Queue|intercommunication.<media-type>.queue]] specifies the name of the Interaction Queue that is used by the routing-based feature for workitems.
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* [[Workitem#RoutingBasedActions|intercommunication.<media-type>.routing-based-actions]] specifies the list of routing based actions that an agent is allowed to perform.
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* [[Workitem#RoutingBasedTargets|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 [[Workitem#MediaTypeRBActions|intercommunication.<media-type>.routing-based-actions]] option.
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* [[Workitem#InProgress|workbin.<media-type>.in-progress]] specifies the name of the workbin to be used to store interactions of a particular workitem media type.
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* [[Workitem#InProgDisplayedColumns|workbin.<media-type>.in-progress.displayed-columns]] specifies the list of interaction fields displayed as columns in the specified workbin.
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==Contact options==
 
* [[Contact#LookupEnable|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#LookupEnable|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#LookupEnableCreateContact|contact.lookup.<media-type>.enable-create-contact]], when this option is <tt>true</tt> and contact.lookup.enable is set to <tt>true</tt>, the Universal Contact Server (UCS) creates a contact if the initial search does not find a matching existing contact.
 
* [[Contact#LookupEnableCreateContact|contact.lookup.<media-type>.enable-create-contact]], when this option is <tt>true</tt> and contact.lookup.enable is set to <tt>true</tt>, the Universal Contact Server (UCS) creates a contact if the initial search does not find a matching existing contact.

Revision as of 20:44, December 5, 2016

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

Workitem behaviour options

Contact options

  • 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.
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