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contact.lookup.<media-type>.enable

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Related Options: contact.lookup.enable

Activates the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to the Agent. This option can be overridden by a routing strategy as described in this Deployment Guide. Note: This option overwrites the contact.lookup.enable option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup behavior in the context of outbound campaign interactions.

contact.last-called-agent.enable

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: contact.last-called-agent.<media-type>.enable

Specifies if the last called agent properties are set in the contact when an interaction is presented to the agent. This option is taken into account only when the option contact.last-called-agent.<media-type>.enable is not defined for the applicable media type

contact.history-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate,OwnerId
Valid Values: A comma-separated value list of Contact History items to display in the interaction view, for example: Status,Subject,StartDate,EndDate,OwnerId.
Changes Take Effect: When the session is started or restarted.


Defines the list of Contact History items that are displayed in the interaction view.

contact.myhistory-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of Contact History items to display in the interaction view MyHistory. For example: Status, Subject, StartDate, EndDate
Changes Take Effect: When the session is started or restarted.


Specifies the list of Contact History items that are displayed in the MyHistory view.

Enabling Agents To Manage Contacts

Procedure: Enabling agents to manage contacts

Purpose: To enable an agent to view and manage contact information.

Prerequisites

  • A working knowledge of Genesys Administrator.
  • The WS_Cluster application object exists in the Configuration Database.
  • The WS_Cluster application has a connection to Universal Contact Server.
  • The WS_Cluster application has a connection to Interaction Server.
  • The agent object is configured to use one or more of the following media channels:

Start

  1. In the feature-definition.json file, enable the api-multimedia feature.
  2. Configure the Contact options in the interaction-workspace section of the WS_Cluster application object.

End

Procedure: Enabling the Contact Directory and Contact History

Purpose: To enable an agent to use the Contact Directory and Contact History views.

This functionality enables agents to search the contact data base, create new contacts, and delete existing contacts.

The Contact Directory supports two views, a grid and a list.

Prerequisites

  • A working knowledge of Genesys Administrator.
  • The WS_Cluster application object exists in the Configuration Database.
  • The WS_Cluster application has a connection to Universal Contact Server.

Start

  1. In Genesys Administrator, create or update a Business Attribute in the tenant that contain(s) your agents.
    • The Type of the Business Attribute is Interaction Operation Attributes.
    • The Attribute values are the codes that are available for the agent:
      • name—Used in attached data.
      • annex—Used in the Agent interface. Include a settings section with these options:
        • is-sortable = true
        • is-searchable = true
  2. Configure the following Interaction options in the interaction-workspace section of the WS_Cluster object:
  • Configure the Contact options in the interaction-workspace section.
  • End

    Procedure: Enabling Last Routed Agent

    Purpose: To enable the last routed agent feature, which saves information about the last agent who handled interactions from that contact in the Contact Profile. That information can then be used during the routing of subsequent interactions from this contact. When an agent actively handles an interaction of a given media type from a contact, the following keys are set in the Contact Profile:

    • LastCalledAgent_EmployeeID
    • LastCalledAgent_TimeStamp
    • LCA_EmplID_<MediaType>
    • LCA_TimeStamp_<MediaType>

    Where <MediaType> corresponds to the media of the interaction.

    Refer to the eServices and Routing documentation for more information about this feature.

    Start

    1. You can activate this feature by setting the following options in the interaction-workspace section:

    End

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    This page was last modified on March 13, 2018, at 06:32.