expression.validate.phone-number
Section: interaction-workspace
Default Value: ^[
Valid Values: A valid regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the regular expression used to validate a phone number. It is used to recognize the phone number of a target entered in the Team Communicator when performing a call, a transfer, or a conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call', 'Start Voice Consultation', '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. This expression is also used to display a warning message if the phone number on the Contact Profile is incorrect.
expression.team-communicator-phone-number
Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#]*[\d]+[\(\)\-\.\+\d\s\*#/]*$
Valid Values: A valid regular expression.
Changes Take Effect: When the session is started or restarted.
Related Options: expression.phone-number.supported-characters
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, a transfer, or a 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.
expression.validate.email-address
Section: interaction-workspace
Default Value: ^([A-
Valid Values: A valid regular expression.
Changes Take Effect: After the next platform configuration refresh interval.
Introduced: 9.0.000.31
Specifies the regular expression used to validate an email address. It is used to recognize an email address of a target entered in the Team Communicator, and also to display warning message if the email address on the Contact Profile is incorrect.
expression.team-communicator-email-address
Section: interaction-workspace
Default Value: A valid regular expression.
Valid Values: ^([A-Za-z0-9._-]+)@([A-Za-z0-9.-]+)\.([A-Za-z]{2,6})$
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.201.97
Specifies the regular expression used to recognize an email address of a target entered in the Team Communicator.
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.
expression.phone-number
Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#][0-9]+()-\.+\d\s*#/$
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.
Specifies the regular expression that identifies a phone number in the chat or SMS transcript. This option can be overridden by a routing strategy as described in this Deployment Guide
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.email-address
Section: interaction-workspace
Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.
Specifies the regular expression that identifies a email address in the chat.
Migrating from Workspace 8.5.2 to 9.0
If you are a user of Workspace Web Edition 8.5.2 who is migrating to Workspace Web Edition 9.0, there are many changes and differences between 8.5.2 and 9.0 that you should note. For configuration options, some have been renamed, some removed, and many new ones added, and some existing options have been updated. The Agent UI is also significantly upgraded; refer to this article for more information. Statistics are handled very differently in Workspace 9.
Renamed options
The following options have been renamed in Workspace 9.0 while their functionality remains the same as in Workspace 8.5.2:
Removed options
Workspace 9.0 no longer uses the Dashboard feature. The privilege.dashboard.can-use has been removed from the Workspace application template.
New options
My Statistics view from WWE 8.5 has been replaced with Performance tracker view, with an associated privilege
And another privilege has been introduced for Contact Center statistics view
privilege.performance-tracker.can-use: To display Performance Tracker view privilege.monitor-dashboard.can-use: To display Contact Center Statistics view
Updated options
Some other options have been updated. The default value of these options have been updated:
privilege.contact.can-use privilege.contact.can-delete-contact privilege.SRL.can-use privilege.chat.can-use privilege.email.can-use privilege.workbins.can-use Default value for all these options above has been updated from true to false agent-status.enabled-actions-global agent-status.enabled-actions-by-channel: Default value has been updated from Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff to Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,LogOff
Statistics Definitions
The definitions of the statistics has been updated.
In 8.5, Server side Statistics configuration was found in statistics.yaml configuration file from GWS
In 9.0, Server side Statistics configuration is found in configuration server: statistics.definitions.XXX section in CloudCluster application
To get details on how to configure statistics.definitions.XXX sections from what was available in statistics.yaml: http://internalwiki.us.int.genesyslab.com/dev_teams/index.php/Statistics_service#Statistic_definition_configuration
What is lost when migrating from 8.5 to 9.0 Agents migrating from 8.5 to 9.0 will lose their personal favorites and their missed calls
For personal favorites, they will need to go to Team Communicator, search for the targets that were found as Personal Favorites, and add them again as favorites.