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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. | 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. | ||
Revision as of 20:47, December 5, 2016
Contents
Workitem interactions
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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