Voice Interactions

Workspace uses the following privileges to enable voice-related functionality:

privilege.voice.can-extend-after-call-work privilege.voice.can-forward privilege.voice.can-make-call privilege.voice.can-one-step-conference privilege.voice.can-one-step-transfer privilege.voice.can-reject-call privilege.voice.can-release-call privilege.voice.can-send-dtmf

privilege.voice.can-two-step-conference privilege.voice.can-two-step-transfer privilege.voice.can-use privilege.voice.consultation.can-use-caller-id privilege.voice.make-call.can-use-caller-id privilege.voice.show-monitoring.can-use privilege.voice.single-step-conference.can-use-caller-id privilege.voice.single-step-transfer.can-use-caller-id

You can use the following options in the [interaction-workspace] section to configure voice interactions:

• voice.auto-answer — Specifies whether a voice interaction is automatically answered when a TServer Ringing event is received. This option can be overridden by a routing strategy.
• voice.auto-answer.is-enabled-on-already-in-call — When voice.auto-answer is set to true, this option specifies whether a voice interaction is automatically answered if there is no other active call. This option can be overridden by a routing strategy.
• voice.mark-done-on-release — Specifies whether the Mark Done function is required to complete the release of the call.
• voice.prompt-for-end — Specifies whether Workspace displays a confirmation message when the agent clicks 'End'. This option can be overridden by a routing strategy as described in this Configuration Guide.
• privilege.voice.can-one-step-conference — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
• privilege.voice.can-one-step-transfer — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
• privilege.voice.can-send-dtmf — Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.
• privilege.voice.can-use — Mandatory to use the voice channel. When the value of this option is set to true, the agent is permitted to use the Voice channel.
• privilege.voice.show-monitoring.can-use — Enables agents to be notified that the current call is monitored by a supervisor.
• interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
• interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.
• intercommunication.voice.make-call-caller-id-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values used as an enumerated value to select the caller id during a make call.