Workitem interactions

Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email.

You use the following options in the [interaction-workitem] section to configure Workitems:

Privilege options

For a list of privilege options that you can set for workitems, see Enabling Privileges and Features.

Workitem behaviour options

• <media-type>.auto-answer specifies whether a workitem is automatically accepted when a Interaction Server Invite event is received
• <media-type>.prompt-for-done specifies if the application prompts a confirmation message when a user clicks the Done button.
• <media-type>.ringing-bell specifies the path to the sound file that is played when the workitem interaction is ringing.
• intercommunication.<media-type>.queue specifies the name of the Interaction Queue that is used by the routing-based feature for workitems.
• intercommunication.<media-type>.routing-based-actions specifies the list of routing based actions that an agent is allowed to perform.
• intercommunication.<media-type>.routing-based-targets defines the list of targets that are contacted through the routing based mechanism for the requests that are defined in the intercommunication.<media-type>.routing-based-actions option.
• workbin.<media-type>.in-progress specifies the name of the workbin to be used to store interactions of a particular workitem media type.
• workbin.<media-type>.in-progress.displayed-columns specifies the list of interaction fields displayed as columns in the specified workbin.

Contact options

• contact.lookup.<media-type>.enable enables Workspace features that rely on Universal Contact Server (UCS) for contact lookup when a workitem interaction of the given media type is presented to the agent.
• contact.lookup.<media-type>.enable-create-contact, when this option is true and the contact.lookup.<media-type>.enable option is set to true, the UCS creates a contact if the initial search does not find a matching existing contact.
• contact.ucs-interaction.<media-type>.enable-create, when this option is true, the UCS generates the interaction history for Open Media Workitem interactions.