Contact

Workspace Web Edition provides the following options for managing Contacts:

contact.available-directory-page-sizes

• 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: When the session is started or restarted.
• Description: Specifies the possible values for the number of rows per page in the contact directory search result view.

contact.cache-timeout-delay

• Default Value: 600
• Valid Values: An integer from 1 through 3600.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the delay, in seconds, before the cache of the result of a Universal Contact Server request is cleared.

contact.default-directory-page-size

• Default Value: 10
• Valid Values: An integer from 1 through 50.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the default value for the number of rows per page in the contact directory search result view. The value must be defined in the option contact.available-directory-page-size.

contact.directory-default-mode

• Default Value: ListView
• Valid Values: ListView, GridView
• Changes take effect: When the session is started or restarted.
• Description: Specifies which view of the Contact Directory is displayed by default.
  • ListView: Quicker search performance and tokenized search items, but no sort on the result.
  • GridView: Results are sortable result, but the search is less powerful, and the search items are non-tokenized.

contact.directory-displayed-columns

• Default Value: LastName,FirstName,PhoneNumber,EmailAddress
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names.

For example: LastName,FirstName,PhoneNumber,EmailAddress.

• Changes take effect: When the session is started or restarted.
• Description: The list of contact fields that are displayed when the results of a contact search are displayed.

contact.directory-search-attributes

• Default Value: LastName,FirstName,PhoneNumber,EmailAddress
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names that can be used as search parameters.
• Changes take effect: When the session is started or restarted.
• Description: The list of Contact fields that can be used as search parameters.

contact.displayed-attributes

• Default Value: Title,FirstName,LastName,PhoneNumber,EmailAddress
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names.
• Changes take effect: When the session is started or restarted.
• Description: The list of contact fields that are displayed when a Contact record is displayed.

contact.lookup.enable

• Default Value: true
• Valid Values: true, false
• Description: Activates Universal Contact Server (UCS) lookup for contacts when an interaction is presented to an Agent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option is overridden by the attached data IdentifyCreateContact and the option contact.lookup.<media-type>.enable

contact.lookup.enable-create-contact

• Default Value: true
• Valid Values: true, false
• Description: When this option is true and contact.lookup.enable is set to true, the Universal Contact Server (UCS) will create a contact if the initial search does not find a matching existing contact. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option is overridden by the attached data IdentifyCreateContact and the contact.lookup.<media-type>.enable-create-contact option.

contact.lookup.<media-type>.enable

• Default Value: true
• Valid Values: true, false
• Description: Activates Universal Contact Server (UCS) lookup for contacts when an interaction is presented to an Agent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option overwrites the contact.lookup.enable option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction.

contact.lookup.<media-type>.enable-create-contact

• Default Value: true
• Valid Values: true, false
• Description: When this option is true, the Universal Contact Server (UCS) will create a contact if the initial search does not find a matching existing contact. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Important

This option overwrites the contact.lookup.enable-create-contact option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction.

contact.mandatory-attributes

• Default Value: FirstName,LastName
• Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names--for example: LastName,FirstName,PhoneNumber,EmailAddress.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the list of Contact fields that must be completed for a contact.

contact.multiple-value-attributes

• Default Value: PhoneNumber,EmailAddress
• Valid Values: A comma separated value list of Attribute Value names that correspond to contact field names.
• Changes take effect: When the session is started or restarted.
• Description: A list of contact attributes that can support multiple values.