Voice

Workspace Web Edition provides the following options for managing Voice:

privilege.voice.can-extend-after-call-work

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to extend the After Call Work state. Depends on privilege.voice.can-use.

privilege.voice.can-forward

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to forward of voice call. Depends on privilege.voice.can-use.

privilege.voice.can-make-call

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows agent to make a new call from any area enabling this function. Depends on privilege.voice.can-use.

privilege.voice.can-one-step-conference

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to make an instant conference 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: Allows an agent to make an instant transfer of a voice call. Depends on privilege.voice.can-use.

privilege.voice.can-reject-call

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to reject an incoming voice call. Depends on privilege.voice.can-use.

privilege.voice.can-release-call

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to manual end 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: Allows an agent 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: Allows an agent to make a two step conference of a voice call. Depends on privilege.voice.can-use.

privilege.voice.can-two-step-transfer

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Allows an agent to make a two step transfer of a voice call. Depends on privilege.voice.can-use.

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: Allows an agent 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.cancel-after-call-work-on-done

• Default Value: false
• Value Values: true, false
• Changes take effect: When the application is started or restarted.
• Description: Specifies if the voice channel should be forced to its former status when the agent marks the voice interaction as 'done' while the voice channel is in After Call Work status.

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.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.

voice.reject.counter-key-name

• Default Value: An empty string
• Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the key that is used to populate a counter in attached data when a call is rejected. This option can be overridden by a routing strategy described in this Deployment Guide.