Email

Workspace Web Edition provides the following options for managing Email:

email.auto-answer

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether an email interaction is automatically accepted when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

email.default-queue

• Default Value: An empty string.
• Valid Values: A valid name of a Script of type Interaction Queue.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the Interaction queue in which new or reply outbound emails are submitted.

email.from-addresses

• 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 a character string that specifies the name of the Business Attribute which contains the Attribute Values that are used as available addresses. These come from the addresses of email interactions.

email.html-format

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies the format of a new outbound email. When set to 'true', new email will be formatted in HTML.

email.include-original-text-in-reply

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether the text of the original inbound email is included in the outbound reply email. This option can be overridden by a routing strategy, as described in this Deployment Guide.

email.max-attachment-size

• Default Value: 0
• Valid Values: A positive integer.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the maximum number of megabytes of one file that agents can attach to an external email interaction. The attachment is refused by the system and an error message is displayed to the agent if the size in megabytes of the attached file exceeds this value. The value 0 means that there is no restriction.

email.max-attachments-size

• Default Value: 0
• Valid Values: A positive integer.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the maximum number of total megabytes of files that agents can attach to an external email interaction. An error message is displayed to the agent if the total number of megabytes for all attached files exceeds this value. The value 0 means that there is no restriction.

email.outbound-queue

• Default Value: An empty string.
• Valid Values: A valid name of a Script of type Interaction Queue.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the Interaction Queue in which outbound emails are placed when agents click 'Send' or 'Send Interim'. This options is used only when Interaction Workflow does not set 'Queue for New Interactions' when it is routing Inbound Emails to Agents.

email.prompt-for-done

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if the application prompts a confirmation message when the user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy, as described in this Deployment Guide.

email.quote-char

• Default Value: >
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: For outbound email that is formatted as plain text, specifies the characters that are used to quote the contents of the inbound email interaction in the outbound email interaction body.

email.quote-header

• Default Value: On <date>, <contact> wrote:
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the character string that is used to introduce the quoted inbound email content in the body of the outbound email. The following tags can be used: <contact>, <date>. These tags are replaced respectively by the contact name and the date and time of the interaction when they appear in the outbound email.

email.reply-format

• Default Value: auto
• Valid Values: auto, html, plain-text
• Changes take effect: When the session is started or restarted.
• Description: Specifies the format of an outbound email reply:
  • auto: outbound email reply format is the same as corresponding inbound email.
  • html: outbound email reply format is forced to html.
  • plain-text: outbound email reply format is forced to plain text.

email.reply-prefix

• Default Value: Re:
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the reply-prefix that is added to subject of the inbound email.

email.signature.line-<n>

• Default Value: An empty string.
• Valid Values: Any valid character string.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the row number of the signature by a string that can contain regular characters and the following field codes: $Agent.LastName$,$Agent.FirstName$,$Agent.FullName$. <n> is starting at 0. This option can be overridden by a routing strategy as described in this Deployment Guide.

privilege.email.can-add-attachments

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to add attachments to emails. Depends on privilege.email.can-use.

privilege.email.can-delete

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to delete emails. Depends on privilege.email.can-use.

privilege.email.can-move-to-workbin

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to move emails to workbins. Depends on privilege.email.can-use.

privilege.email.can-one-step-transfer

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to one-step transfer emails. Depends on privilege.email.can-use.

privilege.email.can-reply

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to reply to emails. Depends on privilege.email.can-use.

privilege.email.can-reply-all

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to reply all to emails. Depends on privilege.email.can-use.

privilege.email.can-save

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to save emails. Depends on privilege.email.can-use.

privilege.email.can-send

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Enables an agent to send emails. Depends on privilege.email.can-use.

privilege.email.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 Email channel.