attachment.max-file-upload-size
Section: workspace-service
Default Value: 8
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: Immediately
Introduced: 9.0.000.39
Related Options: email.max-attachment-size
Specifies the maximum size (in MB) of one file that agents can attach to an interaction. The value 0 means that attaching is not allowed. The maximum allowed attachment size is 50 MB. This option cannot be overridden and must be set in the WS_Cluster application.
disaster-recovery.enabled
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 9.0.000.80
Specifies whether Business Continuity (Disaster Recovery) functionality is activated for SIP Server and Genesys Web Services.
security.web-content.sandbox-rights.default-authorizations
Section: interaction-workspace
Default Value: ALLOW-SCRIPTS,ALLOW-FORMS,ALLOW-POPUPS,ALLOW-SAME-ORIGIN
Valid Values: Comma-separated list of default sandbox rights authorization that are set up for the embedded Web Application in INTERNAL, BACKGROUND or HIDDEN mode (based on iframes) in order to unlock some security restrictions : ALLOW-SCRIPTS, ALLOW-FORMS, ALLOW-POPUPS, ALLOW-SAME-ORIGIN, ALLOW-DOWNLOADS, ALLOW-PRESENTATION, ALLOW-POINTER-LOCK
Changes Take Effect: Immediately
Introduced: 9.0.000.31
Modified: 9.0.000.76
Specifies the default sandbox rights authorization options that are set up to embedded Web Application in INTERNAL, BACKGROUND or HIDDEN mode (based on iframes), in order to remove restrictions and enable features.
privilege.myagents.can-use
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Enables supervisors to access the My Agents view, where they can view and update the state for agents in the groups they supervise. Supervisors can also remotely log off agents from media channels in this view.
privilege.chat.can-consult
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Enables the agent to use the Chat consultation feature.
sipendpoint.enable-auto-mute
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies whether mute and unmute are done automatically when agent sets speaker or microphone volume to 0.
teamlead.myagents.thresholds.enabled
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Related Options: teamlead.myagents.thresholds.<media-type>
Enable thresholds to be used for channels specified by the teamlead.myagents.thresholds.<media-type> option.
teamlead.myagents.enabled-channels
Section: interaction-workspace
Default Value: voice,chat,email
Valid Values: Comma-separated list of channel names from the following list: voice, chat, email, facebook, twitter, workitem
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the channels that are displayed in the My Agents view. Channels are displayed in the order in which they appear in the list.
teamlead.myagents.manual-refresh.enabled
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Related Options: teamlead.myagents.refresh-rate
Specifies whether the manual refresh button is displayed in the My Agents view. Manual refresh is automatically enabled if automatic refresh is disabled by the teamlead.myagents.refresh-rate option.
teamlead.myagents.refresh-rate
Section: interaction-workspace
Default Value: 30
Valid Values: Valid values are integer values between 5 and 5000. Values less than 5 disables the automatic refresh.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Related Options: accessibility.visual-impairment-profile
Specifies the frequency, in seconds, to refresh the list of agents. To disable automatic refresh, specify a value less than 5 to indicate manual refresh. Automatic refresh is also disabled if the value of the accessibility.visual-impairment-profile option is true.
teamlead.myagents.pagination.limit
Section: interaction-workspace
Default Value: 10
Valid Values: An integer value between 10 and 100.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the maximum number of agents displayed per page in the My Agents tab.
contact.directory-search-mode
Section: interaction-workspace
Default Value: sql
Valid Values: A value from the following list: sql, lucene
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the technical mode used in the Contact Directory view to search for contacts. The lucene mode must be used for large database of contacts.
outbound.negotiate-logout-on-exit
Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies whether negotiated logout with Outbound Server is enabled for Outbound campaigns. In negotiated logout, agents cannot log out of Workspace if they are the target of an outbound record or have an unclosed record. This option can be overridden by a routing strategy as described in Configuration Guide.
privilege.email.can-interim-send
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Enables an agent to send interim outgoing email interactions.
interaction.auto-focus.<media-type>
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Modified: 9.0.000.65
Related Options: interaction.auto-focus
Specifies whether the inbound interaction of the specified media type is in focus automatically when is accepted. This option overrides the interaction.auto-focus option. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.auto-focus
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Modified: 9.0.000.65
Specifies whether the inbound interaction is in focus automatically when it is accepted. This option can be overridden by a routing strategy as described in the Configuration Guide.
service-client-api.option.read-allowed-web-content-origin
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated value list of URL or '*', with patterns for example: 'http://my-web-server-1,http://my-web-server-2(*),http://my-web-server-3(voice.*)' or '*'.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the list of granted origins and read allowed options that are used in the web extension views. You can filter access to provisioning with the following self-explanatory keywords:
- 'voice.*'
- 'sipendpoint.*'
- '...'
For example, the value of this option could now be: http://my-web-server0, http://my-web-server1 (*) , http://my-web-server2 (voice.*, system.*), http://my-web-server3 (sipendpoint.*, CustomSection/*).
In this example, all requests are allowed for the http://my-web-server0 and http://my-web-server1 domains. For the http://my-web-server2 domain, only the following access to provisioning are allowed: 'voice.*', 'system.*'. For the http://my-web-server3 domain, only the following access to provisioning are allowed: - 'sipendpoint.*'
- 'CustomSection/*'
This option cannot be overridden and must be set in the WS_Cluster application.
attachment.<media-type>.restrict-to-file-types
Section: workspace-service
Default Value: jpg,png,gif,pdf,doc,docx,ppt,pptx,xls,xlsx,txt,json
Valid Values: A comma-separated list of file extensions that represent file types that are allowed.
Changes Take Effect: Immediately
Introduced: 9.0.000.39
Specifies the list of file extensions that represent file types that are allowed to be used as attachments for a specific media. The request is rejected if extension of file is not part of restricted types. This option cannot be overridden and must be set in the WS_Cluster application.
teamlead.myagents.thresholds.<media-type>
Section: interaction-workspace
Default Value: No default value
Valid Values: A threshold section name.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the name of a threshold section that determine when an agent state is considered to be Busy or Not Ready for the specified channel. You must create the threshold sections on the Application object.
teamlead.myagents.thresholds.enabled
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Related Options: teamlead.myagents.thresholds.<media-type>
Enable thresholds to be used for channels specified by the teamlead.myagents.thresholds.<media-type> option.
privilege.workbin.can-search-interactions
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Enables agents to search for interactions in workbins content.
workbin.<media-type>.<workbin-nickname>.quick-search-attributes
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: AssignedTo,FromAddress
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Related Options: workbin.quick-search-attributes
Specifies the list of interaction properties that are used to build the Quick Search query against Interaction Server when the agent makes a quick search in the specified workbin. Default value of this option is the value of workbin.quick-search-attributes if defined.
workbin.quick-search-attributes
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: AssignedTo,FromAddress
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Related Options: workbin.<media-type>.<workbin-nickname>.quick-search-attributes
Specifies the list of interaction properties that are used to build the Quick Search query against Interaction Server when the agent makes a quick search in a workbin for which workbin.<media-type>.<workbin-nickname>.quick-search-attributes is not defined.
interaction-management.filters.quick-search-attributes
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of attached data, for example: AssignedTo,FromAddress
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the list of interaction properties that are used to build the Quick Search query against Interaction Server when the agent makes a quick search in an interaction queue for which quick-search-attributes is not defined in the Filter.
interaction-management.interactions-filter.displayed-columns
Section: interaction-workspace
Default Value: From,To,Subject,Received
Valid Values: A comma-separated list of attached data, for example: From,Subject,Received
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.39
Specifies the list of interaction fields that are displayed as columns in Interaction Queue view when displayed-columns is not defined in the Filter.
privilege.interaction-management.can-search-interactions
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Enables agents to search for interactions in interaction queues content.
agent-status.ready-workmode
Section: interaction-workspace
Default Value: unknown
Valid Values: A value from the following list: unknown, manual-in, auto-in. Empty means no workmode specified.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Related Options: login.voice.is-auto-ready
Specifies which workmode is applied on Ready operation done manually from the Global State menu and My Channels. This option is also applicable for the login.voice.is-auto-ready option. Supported workmodes are unknown, manual-in, auto-in.
login.workmode
Section: interaction-workspace
Default Value: unknown
Valid Values: A value from the following list: unknown, auto-in, manual-in.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the workmode that is applied when the voice DN logs in. To determine whether your switch supports the workmodem refer to the deployment guide of the relevant T-Server.
privilege.teamlead.can-coach-<media-type>
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Enables a supervisor to coach generic chat interactions.
privilege.teamlead.can-monitor-<media-type>
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Enables a supervisor to monitor generic chat interactions.
webrtc.service-urn
Section: interaction-workspace
Default Value: No default value
Valid Values: A valid URN.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the URN that should be based on the following pattern: WEBRTCGATEWAY_SERVER:WEBRTCGATEWAY_PORT?sip-proxy-address=SIPPROXY_SERVER:SIPPROXY_PORT. Replace WEBRTCGATEWAY_SERVER with the hostname where the WebRTC Gateway is deployed, and PORT with the HTTPS port of the WebRTC Gateway. Also, replace SIPPROXY_SERVER and SIPPROXY_PORT (optional) with the connectivity parameters of the SIP Proxy that need to be contacted by the WebRTC Gateway to register this DN.
teamlead.myagents.pagination.limit
Section: interaction-workspace
Default Value: 10
Valid Values: An integer value between 10 and 100.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.39
Specifies the maximum number of agents displayed per page in the My Agents tab.
contact.cache-timeout-delay
Section: interaction-workspace
Default Value: 0
Valid Values: An integer from 1 through 3600. 0 to deactivate it
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the delay, in seconds, before the cache of the result of a Universal Contact Server request is cleared.
voice.restore-state-on-back-in-service.time
Section: interaction-workspace
Default Value: 3
Valid Values: An integer from 0 through 10.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.61
Related Options: voice.restore-state-on-back-in-service.is-enabled
If voice channel goes Out of Service and the value of the voice.restore-state-on-back-in-service.is-enabled option is true, this option specifies the amount of time, in seconds, to set channel back to its previous state when it is back in service.
voice.restore-state-on-back-in-service.is-enabled
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.61
If voice channel goes Out of Service, this option specifies whether Workspace should attempt to automatically set the voice channel back to its previous state when it is back in service.
login.show-change-account-link
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Show or Hide the change login account link on login error page and second step login page.
teamlead.myagents.available-page-sizes
Section: interaction-workspace
Default Value: 5,10,25,50
Valid Values: A comma-separated list of numbers that define the number of rows per result page from which the agent can make selections.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Specifies the possible values for the number of rows per page in the My Agents view.
teamlead.myagents.default-page-size
Section: interaction-workspace
Default Value: 10
Valid Values: An integer from 1 through 50.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Related Options: teamlead.myagents.available-page-sizes
Specifies the default value for the number of rows per page in the My Agents view. The value is added to the list defined by the teamlead.myagents.available-page-sizes option.
interaction-management.move-to-workbin.restrict-to-my-team
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Specifies if the search applied in Team Communicator for Move to Workbin action should be restricted to the workbins of the logged agent team.
screen-recording.client.server-url
Section: interaction-workspace
Default Value: No default value
Valid Values: Valid URL
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.49
Defines the address of the RWS server to be used for communication by Screen Recording Client. The field code $GWS_URL$ is supported allowing to specify the usage of the same origin as WWE UI. If the option is empty, the WWE UI origin is used. A list of RWS/WWE UI pairs can be defined based on the pattern: <rws_origin_url>(<wwe_origin_url>). This list could be based on a single pair. In case of none matching, the default behavior is used.
outbound.callback-types
Section: interaction-workspace
Default Value: Personal,Campaign
Valid Values: Personal,Campaign
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Specifies the list of callback types (Personal,Campaign) from which an agent can select when rescheduling an outbound record. This option can be overridden by a routing strategy as described in Configuration Guide.
outbound.timed-preview-auto-dial
Section: interaction-workspace
Default Value: -1
Valid Values: Any integer greater than or equal to -1
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Specifies whether agents in Preview, Push preview, and Reschedule preview campaigns can manually dial a record, have the call auto-dialed as soon as the record is accepted, or have the call auto-dialed after a specified number of seconds. If set to 0, the interaction is dialed as soon as it is accepted. A value of -1 disables automatic dialing. This option can be overridden by a routing strategy as described in the Configuration Guide.
privilege.email.can-print
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.50
Enables agents to print email interactions from the My history and My Workbin views, and from the Contact History tabs of the Contact Directory, Interaction Search, and Interaction Detail views.
email.enable-email-address-validation
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Specifies that the To, Cc, and Bcc addresses are validated when completing sending and forwarding.
email.print.print-content
Section: interaction-workspace
Default Value: From,
Valid Values: A comma-separated list of one or valid more email interaction fields.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.50
Specifies the list of fields to print for an email interaction. Supported fields are: From, To, Cc, Subject, Body, Date, Attachment, InteractionType, CaseData, Note.
expression.identify.email-address
Section: interaction-workspace
Default Value: (
Valid Values: A regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Specifies the regular expression that identifies an email address in a chat.
expression.identify.phone-number
Section: interaction-workspace
Default Value: (?:(?:[
Valid Values: A regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Specifies the regular expression that identifies a phone number in the chat or email transcript. This option can be overridden by a routing strategy as described in the Configuration Guide.
editor.default-font
Section: interaction-workspace
Default Value: Serif
Valid Values: A value from the following list: the following list: Serif, Sans-serif, Monospace, Cursive, Fantasy, Tahoma, Roboto. Empty means no default font specified.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Modified: 9.0.000.50
Specifies the default font in the Font menu of new and reply HTML format email interactions. If this option is left empty, the last selected font is used for email interactions by default.
teamlead.myagents.default-page-size
Section: interaction-workspace
Default Value: 10
Valid Values: An integer from 1 through 50.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.49
Related Options: teamlead.myagents.available-page-sizes
Specifies the default value for the number of rows per page in the My Agents view. The value is added to the list defined by the teamlead.myagents.available-page-sizes option.
standard-response.field.Agent.<CustomFieldCode>
Section: interaction-workspace
Default Value: No default value
Valid Values: Any valid text string.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.50
Modified: 9.0.000.65
In the name of the option, CustomFieldCode represents a field code that is called in a Standard Response object created in eServices Manager and stored in Universal Contact Server. Use this option to specify a custom field code such as an agent nickname, role, department, or other qualification. The value of the option is specific to the agent, agent group, tenant, or application. The value of this option represents the data that is used to populate the corresponding field codes when a Standard Response is inserted into an interaction. You can format CustomFieldCode to represent a custom agent attribute. Example: standard-response.field.Agent.Nickname = Lee
standard-response.field.<CustomFieldCode>
Section: interaction-workspace
Default Value: No default value
Valid Values: Any valid text string.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.50
Modified: 9.0.000.65
In the name of the option, CustomFieldCode represents a field code that is called in a Standard Response object created in eServices Manager and stored in Universal Contact Server. Use this option to specify a custom field code such as a role, department, or other qualification. The value of the option is specific to the agent, agent group, tenant, or application. The value of this option represents the data that is used to populate the corresponding field codes when a Standard Response is inserted into an interaction. You can format CustomFieldCode to represent a custom agent attribute. Example: standard-response.field.Department = Sales
Change History
The following sections and options have been added or changed in 9.0.000.50:
- standard-response.field.<CustomFieldCode> was added.
- standard-response.field.Agent.<CustomFieldCode> was added.
- teamlead.myagents.default-page-size was modified.
- editor.default-font was modified.
- No results was deprecated.
- expression.identify.phone-number was added.
- expression.identify.email-address was added.
- email.print.print-content was added.
- email.enable-email-address-validation was added.
- privilege.email.can-print was added.
- outbound.timed-preview-auto-dial was added.
- outbound.callback-types was added.
- No results was added.
- screen-recording.client.server-url was modified.
- interaction-management.move-to-workbin.restrict-to-my-team was added.
- teamlead.myagents.default-page-size was added.
- teamlead.myagents.available-page-sizes was added.
- login.show-change-account-link was added.
- voice.restore-state-on-back-in-service.is-enabled was deprecated.
- voice.restore-state-on-back-in-service.time was deprecated.
- contact.cache-timeout-delay was deprecated.
- teamlead.myagents.pagination.limit was deprecated.
- webrtc.service-urn was deprecated.
- privilege.teamlead.can-monitor-<media-type> was deprecated.
- privilege.teamlead.can-coach-<media-type> was deprecated.
The following sections and options have been added or changed in 9.0.000.39:
- login.workmode was added.
- agent-status.ready-workmode was added.
- privilege.interaction-management.can-search-interactions was added.
- interaction-management.interactions-filter.displayed-columns was modified.
- interaction-management.filters.quick-search-attributes was added.
- workbin.quick-search-attributes was added.
- workbin.<media-type>.<workbin-nickname>.quick-search-attributes was added.
- privilege.workbin.can-search-interactions was added.
- teamlead.myagents.thresholds.enabled was modified.
- teamlead.myagents.thresholds.<media-type> was added.
- attachment.<media-type>.restrict-to-file-types was added.
- No results was deprecated.
- No results was deprecated.
- service-client-api.option.read-allowed-web-content-origin was added.
- interaction.auto-focus was added.
- interaction.auto-focus.<media-type> was added.
- privilege.email.can-interim-send was added.
- outbound.negotiate-logout-on-exit was added.
- contact.directory-search-mode was added.
- teamlead.myagents.pagination.limit was added.
- teamlead.myagents.refresh-rate was added.
- teamlead.myagents.manual-refresh.enabled was added.
- teamlead.myagents.enabled-channels was added.
- teamlead.myagents.thresholds.enabled was added.
- No results was added.
- sipendpoint.enable-auto-mute was added.
- privilege.chat.can-consult was added.
- privilege.myagents.can-use was added.
- security.web-content.sandbox-rights.default-authorizations was modified.
- disaster-recovery.enabled was added.
- attachment.max-file-upload-size was added.
Content under development