Voice

Workspace Web Edition provides the following options for managing Voice:

privilege.voice.can-forward

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables forward of voice call. This option requires Voice - Can Use to be true.

privilege.voice.can-one-step-conference

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.

privilege.voice.can-one-step-transfer

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.

privilege.voice.can-send-dtmf

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the application is started or restarted.
• Description: Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.

privilege.voice.can-two-step-conference

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables two step conference for voice calls. This option requires Voice - Can Use to be true.

privilege.voice.can-use

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

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables agents to be notified that the current call is monitored by a supervisor.

voice.auto-answer

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the application is started or restarted.
• Description: Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

voice.floating-interaction-mode.auto-collapse

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: When this option is set to true, new floating voice interactions will automatically be collapsed. When this option is set to false, new floating voice interactions will not be collapsed.

voice.mark-done-on-release

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if an interaction should be closed automatically if a Release message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

voice.note.key-name

• Default Value: An empty string
• Valid Values: An attached data key name (string)
• Changes take effect: When the session is started or restarted.
• Description: The key used to populate attached data or a user event when an agent saves a note. This option can be overridden by a routing strategy as described in the Deployment Guide.

voice.note.max-length

• Default Value: 0
• Valid Values: A positive integer
• Changes take effect: When the session is started or restarted.
• Description: The maximum number of characters that a note can contain. A value of 0 means there is no limitation.

voice.prompt-for-end

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: 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 Deployment Guide.