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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== | |
* [[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. | |
− | + | *[[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. | |
− | + | *[[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. | |
− | + | *[[Workitem#CanSetDisp|privilege.<media-type>.can-set-interaction-disposition]] allows agent to set disposition code of Workitem interactions. | |
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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. | ||
+ | * [[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. | ||
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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
- 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.
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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