Documentation:HTCC:IWWDep:EnablingComms:9.0.0DRAFT

Enabling Internal Communications

The following procedures enable internal communication features in Workspace Agent Desktop.

Enabling Team Communicator

Team Communicator is a universal lookup tool. Agents use the Team Communicator to start phone calls and emails. The following procedures enable features in Team Communicator.

You can enable agents to use Team Communicator to call a contact that is stored in the Universal Contact Server (UCS).

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• A WS_Cluster application object exists in the Configuration Database.
• The WS_Cluster application has a connection to Universal Contact Server.
• Enabling Agents To Manage Contacts.
• Provisioning Workspace Agent Desktop for the Voice channel.

To enable agents to use Team Communicator to call a contact:

1. Grant the privilege.teamcommunicator.can-use privilege.
2. Optional. Grant one or more of the following privileges:

   privilege.teamcommunicator.can-manage-favorites

   • Default Value: false
   • Valid Values: true, false
   • Changes take effect: When the session is started or restarted.
   • Description: Allows an agent to add, edit, and remove personal favorites in Team Communicator. Depends on privilege.teamcommunicator.can-use and privilege.teamcommunicator.can-view-favorites.

   privilege.teamcommunicator.can-use

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

   privilege.teamcommunicator.can-view-all

   • Default Value: true
   • Valid Values: true, false
   • Changes take effect: When the session is started or restarted.
   • Description: Allows an agent to search within all internal targets and contacts in Team Communicator. Depends on privilege.teamcommunicator.can-use.

   privilege.teamcommunicator-can-view-favorites

   • Default Value: true
   • Valid Values: true, false
   • Changes take effect: When the session is started or restarted.
   • Description: Allows an agent to view favorites in Team Communicator. Depends on privilege.teamcommunicator.can-use.

   privilege.teamcommunicator.can-view-recent-calls

   • Default Value: true
   • Valid Values: true, false
   • Changes take effect: When the session is started or restarted.
   • Description: Allows an agent to view recently contacted resources in Team Communicator. Depends on privilege.teamcommunicator.can-use.

   privilege.teamcommunicator.display-agent-groups-availability

   • Default Value: true
   • Valid Values: true, false
   • Changes take effect: When the session is started or restarted.
   • Description: Allows an agent to view the number of agents who are ready for voice in agent groups in Team Communicator. Depends on privilege.teamcommunicator.can-use.

   
   

   
   

3. Configure the Team Communicator and related options in the interaction-workspace section of the WS_Cluster application object:

   • teamcommunicator.add-recent-filters.voice

     • Default Value: " "
     • Valid Values: A comma-separated list of interaction types taken from the following values: internal, external, consultation.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies whether to store incoming interactions into the Recent buffer. By default, the Recent buffer stores only the actions of the agent, such as recent outbound voice calls. If one or more of the valid values is specified, then recent inbound interactions of that type are also stored in the Recent buffer. This enables agents to see a record of missed calls of the specified type(s).

     teamcommunicator.always-clear-textbox-on-new-interaction

     • Default Value: true
     • Valid Values: true, false
     • Changes take effect: When the session is started or restarted.
     • Description: When this option is set to true, Workspace clears the team communicator search text box when the interaction is initiated by pressing 'Enter' or by clicking on one of the medias of team communicator results. When it is set to false, this option clears the team communicator search text box only when the interaction is initiated by pressing 'Enter'.

     teamcommunicator.corporate-favorites

     • Default Value: ""
     • Valid Values: A comma-separated list of favorite names (section names) that are defined in the Workspace application.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the list of corporate favorites (quick dial favorites) that are configured in the Configuration Server for an Agent, Agent Group, Skill, Routing Point, or Custom Contact. See the Procedure: Creating Corporate Favorites for information about creating Corporate Favorite objects in the configuration layer. This option can be overridden by a routing strategy as described in Overriding Workspace Options.

     teamcommunicator.list-filter-showing

     • Default Value: Agent,AgentGroup,Skill,RoutingPoint,InteractionQueue,Contact,CustomContact
     • Valid Values: A comma-separated value list of filter items to be displayed in the team communicator. For example:

     Agent,AgentGroup,Skill,RoutingPoint,InteractionQueue,Contact,CustomContact

     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the list of filters that an agent can use to search for contacts and internal targets by using the team communicator. The object types are presented in the specified order.

     teamcommunicator.load-at-startup

     • Default Value: true
     • Valid Values: true, false
     • Changes take effect: When the session is started or restarted.
     • Description: This option is used to help with performance at login if many agents login at the same time. This option specifies if all the configuration elements (Agents, Agent Groups, Queues, Routing Points, Skills) needed by Teamcommunicator are loaded at login. When this option is set to false, the elements are not loaded at login, they are loaded the first time the focus is placed in the Team Communicator.

     teamcommunicator.max-favorites-size

     • Default Value: 50
     • Valid Values: An integer value from 0 through 100.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the maximum size of the favorites list that Workspace displays when an agent views favorites.

     teamcommunicator.max-size

     • Default Value: 50
     • Valid Values: An integer value from 0 through 100.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the maximum size of the default list when the value of teamcommunicator.show-all-internal-targets} is set to true.

     teamcommunicator.max-suggestion-size

     • Default Value: 10
     • Valid Values: An integer value from 1 through 50.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the maximum size of the suggestion list that is displayed while an agent is entering a contact or target name.

     teamcommunicator.recent-max-records

     • Default Value: 10
     • Valid Values: An integer value from 1 through 50.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the number of recent internal targets to display in the list of recent targets.

     teamcommunicator.request-start-timer

     • Default Value: 500
     • Valid Values: An integer value from 1 through 5000.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the request start timer wait interval, in milliseconds, between the last key pressed and the beginning of the search through the contact database.

     teamcommunicator.show-all-internal-targets

     • Default Value: false
     • Valid Values: true, false
     • Changes take effect: When the session is started or restarted.
     • Description: Specify whether all internal targets are displayed by default in the Team Communicator when an agent is searching for a transfer or conference target, including all Agents, Agent Groups, Skills, and Routing Points.

     teamcommunicator.voice.consultation.exclude-numbers

     • Default Value:
     • Valid Values: A regular expression.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the format for a phone number to exclude on consultation. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7|8)\d{6}$.

     teamcommunicator.voice.list-status-reachable

     • Default Value: NotReady
     • Valid Values: A case-sensitive comma-separated list of agent statuses from the following list: NotReady, Busy, LoggedOff.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the list of unavailable statuses for which a target agent can be contacted for consultation, transfer, and conference requests. If the unavailable status of the target agent is not in the list of allowed statuses, the target agent will not be listed as available for consultation, transfer, and conference requests. Depends on privilege.voice.can-use and presence.evaluate-presence.

     teamcommunicator.voice.make-call.exclude-numbers

     • Default Value:
     • Valid Values: A regular expression.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the format for a phone number to exclude on making a call. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7|8)\d{6}$.

     teamcommunicator.voice.single-step-conference.exclude-numbers

     • Default Value:
     • Valid Values: A regular expression.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the format for a phone number to exclude on single-step conference. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7|8)\d{6}$.

     teamcommunicator.voice.single-step-transfer.exclude-numbers

     • Default Value:
     • Valid Values: A regular expression.
     • Changes take effect: When the session is started or restarted.
     • Description: Specifies the format for a phone number to exclude on single-step transfer. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7|8)\d{6}$.
   • expression.phone-number.supported-characters: Specifies the characters that are permitted when building a request to the T-Server that relies on a phone number. Any other characters from the original string coming from the User Interface are removed.
   • expression.team-communicator-email-address: Specifies the regular expression used to recognize an email address of a target entered in the Team Communicator.
   • expression.team-communicator-phone-number: Specifies the regular expression used to recognize a phone number of a target entered in the Team Communicator when it is used to start a call, transfer, or conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call' or 'Start Voice Consultation' or 'Instant Transfer' or 'Instant Conference' action is enabled for this number. When the agent executes the action, the entered phone number is modified by the logic specified by the expression.phone-number.supported-characters option before the telephony operation is executed.
4. To restrict which agents can be seen in Team Communicator search results, you can specify which groups an agent can or cannot see by specifying them in these configuration options:
   • teamcommunicator.permissions.agent.restrict-to-agent-groups — Agents who belong to at least one of these agent groups or virtual agent groups will be included in the list.
   • teamcommunicator.permissions.agent.exclude-from-agent-groups — Agents who belong to at least one of these agent groups or virtual agent groups will be excluded from the list.
5. Ensure that the UCS application to which WS_Cluster is connected is configured to support index searches in the Contact database:
   • Set the index\enabled option to true.
   • Set the index.contact\enabled option to true.

   For more details about these settings, refer to the eServices 8.1 Reference Manual.

Enabling call routing and voice call, conference, or transfer

You can enable agents to use Team Communicator to call, conference, or transfer to an agent, agent group, skill, or a routing point using a strategy. This procedure is mandatory for agent groups and skill targets.

Tip

No extra configuration is required to transfer an interaction to an agent.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• A working knowledge of Genesys Designer.
• A WS_Cluster application object exists in the Configuration Database.
• To transfer to skills, you must have skills defined in the Configuration Database.
• To transfer to agent groups, you must have agent groups defined in the Configuration Database.

To enable agents to use Team Communicator to call, conference, or transfer to an agent, agent group, skill, or a routing point:

1. Set up your system infrastructure:
   1. In the Configuration tab of the WS_Cluster application, add connections to the following servers:
      • Stat Server
      • Universal Contact Server (Optional)
   2. In the connections, add a reference to the T-Server associated with the switch to which the agent logs in.
   3. Configure the Team Communicator options in the interaction-workspace section of the WS_Cluster application object.
2. Set up your agents to be able to use the Team Communicator to call or transfer to other agents or other internal targets:
   1. To let your agents make voice calls, set the value of the privilege.voice.can-use option, to true.
   2. To ensure that the status of your agents is displayed in the Team Communicator of other agents who might be trying to call them, set the value of the presence.evaluate-presence option to true.
   3. To enable your agents to view the number of targets who are in Ready status in an agent group, allow the privilege.teamcommunicator.display-agent-groups-availability privilege.
   4. For small contact centers, where the number of potential transfer targets is low, you can configure Workspace to display all of the possible targets in the Team Communicator search results when an agent initiates a transfer or conference by searching in the Team Communicator.
      To enable this functionality, set the value of the teamcommunicator.show-all-internal-targets option to true.
      This option is limited by the value that is specified for the teamcommunicator.max-size option.
      Important

      Genesys strongly recommends that only small contact centers use this option. Agents in large contact centers will experience system performance issues if the teamcommunicator.show-all-internal-targets option is enabled.
3. You can choose to set up call routing to direct calls to specific agents based on strategies. To transfer to Skills and Groups, you must also create a routing point by using the intercommunication.voice.routing-points option.
   1. First determine which call flow scenarios you want handled by a routing-based mechanism based on targets, such as langauge or product skills, level of training, or availability, and types of calls, such as high priority customers, inquiries, sales, and so on.
   2. Use Genesys Designer, to create a routing strategy that uses routing targets (agents, agent groups, skills, and so on) to process routing-based actions by using the following attached data:
      • IW_RoutingBasedOriginalEmployeeId — The employee ID of the agent who is transferring the interaction.
      • IW_RoutingBasedTargetId — The ID (employee ID of another agent, AgentGroup name, Skill name, Routing Point name) of the target.
      • IW_RoutingBasedTargetType — The type of the target (Agent, AgentGroup, Skill, or RoutingPointl)
      • IW_RoutingBasedRequestType — Informs the strategy of the type of action is to be done (MakeCall,OneStepConference,InitConference,OneStepTransfer,InitTransfer)
   3. Depending on the type of target for which you want to use routing-based transfer, use Configuration Manager or Genesys Administrator to set the value of the intercommunication.voice.routing-based-targets options as follows:
      • To use T-Server to handle transfers to Agent, Routing Point, and Type Destination, and have all other transfers handled by a strategy, set the value of this option to "" (empty)
      • To use routing-based transfer for Agents, add the value Agent to this option.
      • To use routing-based transfer for Routing Point, add the value RoutingPoint to this option.
      • To use routing-based transfer for Type Destination (a dialed call), add the value TypeDestination to this option.
      • For agent groups and skills, it is not mandatory to set the routing-based target option because these target always use routing-based transfer.
   4. To specify whether a specific call type is to be handled by the routing-based mechanism, set the value of the intercommunication.voice.routing-based-actions option.
      • MakeCall: Use the routing-based mechanism for external calls.
      • OneStepTransfer: Use the routing-based mechanism for single-step transfers.
      • InitTransfer: Use the routing-based mechanism for two-step transfers.
      • InitConference: Use the routing-based mechanism for two-step conferences.
      • OneStepConference: Use the routing-based mechanism for single-step conferences.
   5. Load the routing strategy on the Routing Point that is defined by the intercommunication.voice.routing-points option.
4. Fine-tune the settings for contacting specific targets (Agent, AgentGroup, RoutingPoint, Contact, and/or TypeDestination) that are using a routing-based mechanism by configuring action-specific options:
   • intercommunication.voice.consultation-enabled
   • intercommunication.voice.make-call-enabled
   • intercommunication.voice.single-step-conference-enabled
   • intercommunication.voice.single-step-transfer-enabled

Enabling multimedia interaction transfer

You can enable agents to use Team Communicator to transfer a multimedia interaction (Email and Chat) to an agent, agent group, or skill by using a strategy. This procedure is mandatory to transfer to agent groups and skills.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• A working knowledge of Genesys Designer.
• A WS_Cluster application object exists in the Configuration Database.
• To transfer to skills, you must have skills defined in the Configuration Database.
• To transfer to agent groups, you must have agent groups defined in the Configuration Database.

To enable agents to use Team Communicator to transfer a multimedia interactions:

1. By using Genesys Designer, configure a routed-based transfer workflow by using these steps:
   1. Create an Interaction Queue/Interaction View pair. The Interaction Queue is used as a part of the workflow; however, Interaction Queues are not available as transfer targets in the agent interface.
   2. Create a routing strategy to process routing-based actions. To help you write the appropriate strategy, Workspace Web Edition adds the following attached data to the interaction:
      • IW_RoutingBasedOriginalEmployeeId — The employee ID of the agent who is transferring the interaction.
      • IW_RoutingBasedTargetId — The ID (employee ID of another agent, AgentGroup name, Skill name) of the target.
      • IW_RoutingBasedTargetType — The type of the target (Agent, AgentGroup, or Skill)
      • IW_RoutingBasedRequestType — Informs the strategy of the type of action is to be done. This attached data has only one value available for this release: OneStepTransfer
   3. Link the above Queue to the strategy.
   4. Activate the strategy.
2. Using GAX, set the values of the following configuration options to the Queue that you created in Step 1:
   • interaction-workspace/ intercommunication.email.queue
   • interaction-workspace/intercommunication.chat.queue
   • interaction-workspace/intercommunication.<media-type>.queue
3. Use the following options to specify the routing-based actions that are permitted:
   • intercommunication.chat.routing-based-actions
   • intercommunication.email.routing-based-actions
   • intercommunication.<media-type>.routing-based-actions
4. Depending on the type of target for which you want to use routing-based transfer, use GAX to set the values of the intercommunication.chat.routing-based-targets, intercommunication.email.routing-based-targets, and/or intercommunication.<media-type>.routing-based-targets configuration options as follows:
   • To use Interaction Server to handle agent-to-agent transfer and have all other transfers handled by a strategy, set the values of these options to "" (empty)
   • To use routing-based transfer for Agents, set the values of these options to Agent.
   • For agent groups and skills, it is not mandatory to set the routing-based target options because these target always use routing-based transfer.
5. Log out agents and log them back in again.

Creating Corporate Favorites

You can enable the use of corporate favorites in the Team Communicator. Administrators must create, edit, and remove favorites by using Genesys Administrator Extension. You can configure the system so that each agent is assigned one or more quick dial favorites lists. You do not have to assign the same list of favorites to every agent.

Before you begin, ensure that the following prerequisites are met:

• A working knowledge of Genesys Administrator Extension (GAX).
• An understanding of Configuration options
• A WS_Cluster application object exists in the Configuration Database.

To enable the use of corporate favorites:

1. Using GAX, create a new section in the appropriate object (the WS_Cluster application, Tenant, Agent Group, or Agent), and name it with the name of the Corporate Favorite that you want to create.
2. Configure the new Corporate Favorite section to be one of the following types:
   • Agent
   • Agent Group
   • Skill
   • Routing Point
   • Custom Contact
   • Interaction Queue

Attached Data

You can have multiple instances of the same object type, such as a routing point, in corporate favorites with different attached data for each. For example:

[Fav-English]	[Fav-Spanish]
type: RoutingPoint	type: RoutingPoint
id: 6666@MySwitch Note: the following characters are not supported for the id: ?|{}[]()"\,	id: 6666@MySwitch Note: the following characters are not supported for the id: ?|{}[]()"\,
display-name: English	display-name: Spanish
attached-data.lang: en	attached-data.lang: es

Corporate Favorite Options by Type

The Table Corporate Favorite Options by Type defines the Corporate Favorite types and the mandatory options.

Important

A corporate favorite that has Custom Contact specified as the type only appears in a Favorites search and the Recent list if the contact was previously called. Search All only searches within targets that specify the following types: Agent, Contact, Routing Point, Skill, Queue, Interaction Queue, and Agent Group.

Corporate Favorite Options by Type

Type	Options	Mandatory	Valid values	Example
Agent	type	Yes	Agent	Agent
	id	Yes	<user name of the agent>	User123 Note: the following characters are not supported for the id: ?|{}[]()"\,
	category	Yes	<a semicolon-separated list of category names>	CorporateCategory1;FavoriteAgents
	display-name	No	<display name of the agent>	Jim Brown
Agent Group	type	Yes	AgentGroup	AgentGroup
	id	Yes	<name of the agent group>	Agent Group Meridian Note: the following characters are not supported for the id: ?|{}[]()"\,
	category	Yes	<a semicolon-separated list of category names>	CorporateCategory1;FavoriteAgents
	display-name	No	<display name of the agent group>	Meridian
Skill	type	Yes	Skill	Skill
	id	Yes	<name of the skill>	French Note: the following characters are not supported for the id: ?|{}[]()"\,
	category	Yes	<a semicolon-separated list of category names>	French Speaking Agents;Mandarin Speaking Agents
	display-name	No	<display name of the skill>	French
Routing Point	type	Yes	RoutingPoint	RoutingPoint
	id	Yes	The DN number in the following format: <DN number>@<switch>	123@MySwitch Note: the following characters are not supported for the id: ?|{}[]()"\,
	category	Yes	<a semicolon-separated list of category names>	CorpRoutingPoint
	display-name	No	<display name of the routing point>	Support
	attached-data.<AttachedDataKey>	No	<an attached data key>	attached-data.lang: en
Directly Dialed	type	Yes	CustomContact	CustomContact
	category	Yes	<a semicolon-separated list of category names>	External Resources
	firstname	No	<any string>	First
	lastname	No	<any string>	External
	phonenumber	Yes (one or both)	<a semicolon-separated list of phone numbers>	+1555234567890;+555123454321
	emailaddress		<a semicolon-separated list of email addresses>	external1@mail.dom;external2@mail.dom
	display-name	No	<display name of the custom contact>	Angie Davis

3. In the configuration layer, in options of the related section (or Tenant/Agent Group/Agent annexes), configure the following options in the interaction-workspace section of agent, agent group, tenant, and/or application annexes:
   • teamcommunicator.corporate-favorites -- The list of corporate favorites (quick dial favorites) that are configured in Configuration Server for an Agent, Agent Group, Skill, Routing Point, or Custom Contact in the same tenant as the agent. Favorites that are configured at the agent level take precedence over those that are configured at the agent group level, which take precedence over the tenant level, which takes precedence over the application level.
   • teamcommunicator.max-size -- The maximum number of favorites to display to the agent in the Team Communicator drop-down view.

Assignment of Favorites

When you create corporate favorites, you assign to them a type that is based on the scope to which it is applied: agent, agent group, tenant, or application. You can create multiple favorites and assign them in a hierarchy. For example, you create four favorites: fav1, fav2, fav3, and fav4. You then make the following assignments:

1. application—teamcommunicator.corporate-favorites="fav1,fav2"
2. tenant—teamcommunicator.corporate-favorites="fav4"
3. agent—teamcommunicator.corporate-favorites="fav1,fav3"

The final list of favorites that are assigned to the agent are: "fav1,fav3"