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voicemail.access-number

Section: interaction-workspace
Default Value:
Valid Values: Any Valid DN.
Changes Take Effect: When the session is started or restarted.


Specifies the number to call to access your voicemail system.

privilege.voicemail.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use

Allows agents to use the voicemail functionality. This privilege is required to control and monitor voicemail boxes.

privilege.voice.can-show-hold-duration

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


Enables agents to see the amount of time that a voice call has been on hold.

voice.mark-done-on-release

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


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.

privilege.voice.can-use

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


When the value of this option is set to true, the agent is permitted to use the Voice channel.

privilege.voice.can-two-step-transfer

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


Enables two step transfer of of a voice call.

privilege.voice.can-two-step-conference

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


Enables two step conference for voice calls.

privilege.voice.can-release-call

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


Enables agents to manually end voice calls.

privilege.voice.can-reject-call

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


Allows an agent to reject an incoming voice call.

privilege.voice.can-one-step-transfer

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


Enables instant conferencing of a voice call.

privilege.voice.can-one-step-conference

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


Enables instant conferencing of a voice call.

teamcommunicator.recent-max-records

Section: interaction-workspace
Default Value: 10
Valid Values: An integer value from 1 through 50.
Changes Take Effect: When the session is started or restarted.


Specifies the number of recent internal targets to display in the list of recent targets.

teamcommunicator.list-filter-showing

Section: interaction-workspace
Default Value: Agent,AgentGroup,RoutingPoint,Skill,InteractionQueue,Contact,CustomContact
Valid Values: A comma-separated value list of filter items to be displayed in the team communicator. For example: Agent,AgentGroup,Skill,RoutingPoint,InteractionQueue,Contact,CustomContact.
Changes Take Effect: When the session is started or restarted.


Specifies the list of filters that an agent can use to search for contacts and internal targets by using the team communicator. The object types are presented in the specified order.

teamcommunicator.corporate-favorites

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of favorite names (section names) that are defined in the Workspace application.
Changes Take Effect: When the session is started or restarted.


Specifies the list of corporate favorites (quick dial favorites) that are configured in the Configuration Server for an Agent, Agent Group, Skill, Routing Point, or Custom Contact. See the Procedure: Creating Corporate Favorites for information about creating Corporate Favorite objects in the configuration layer. This option can be overridden by a routing strategy as described in this Deployment Guide.

teamcommunicator.add-recent-filters.voice

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of interaction types taken from the following values: internal, external, consultation.
Changes Take Effect: When the session is started or restarted.


Specifies whether to store incoming interactions into the Recent buffer. By default, the Recent buffer stores only the actions of the agent, such as recent outbound voice calls. If one or more of the valid values is specified, then recent inbound interactions of that type are also stored in the Recent buffer. This enables agents to see a record of missed calls of the specified type(s).

privilege.teamcommunicator.can-view-recent-calls

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


Allows an agent to view recently contacted resources in Team Communicator.

privilege.teamcommunicator.can-manage-favorites

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.teamcommunicator.can-view-favorites

Allows an agent to add, edit, and remove personal favorites in Team Communicator.

presence.evaluate-presence

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


When this option is set to true, the presence (availability) of an agent or agent group (when configured) is shown in Team Communicator in the search results.

privilege.screen-recording.can-use

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


Enables the usage of Screen Recording Client.

privilege.outbound.push-preview.can-use

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


Allows access to the Outbound Campaign functions

privilege.outbound.can-use

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


Allows access to the Outbound Campaign functions.

login.voice.prompt-queue

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


Specifies whether the agent must enter the ACD Queue for the voice channel in the login window.

login.voice.prompt-dn-less-phone-number

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: login.prompt-place

When this option is set, a new page is displayed during the login phase to show the current phone number assigned to the agent and permits agent to update it. This option is specific to SIP Server environment with no Config Server proxy connected to GWS.

login.voice.list-available-queues

Section: interaction-workspace
Default Value:
Valid Values: Comma-separated list of ACD Queues.
Changes Take Effect: When the session is started or restarted.


Specifies the ACD Queues that are displayed in the login window. If the option value is left blank, no queue is displayed to the agent; the agent can enter any valid login queue name. If a single queue is specified and the value of the Template loop detected: Template:Optionslink no queue information is displayed during login.

login.prompt-place

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


Specifies whether the agent must enter his place in the login window. When this option is set to true, a new page is displayed during the login phase to specify a place. Enabling this option disables Template loop detected: Template:Optionslink. Do not enable this option if the Template loop detected: Template:Optionslink privilege is granted.

kpi.displayed-kpis

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of KPI names.
Changes Take Effect: When the session is started or restarted.


Specifies the KPIs that are displayed to the agent. The KPI names refer to the names of the Application Option sections that are defining the KPIs.

intercommunication.voice.routing-points

Section: interaction-workspace
Default Value:
Valid Values: The call number names of the routing point in the following format: $dn_name@switch$
Changes Take Effect: When the session is started or restarted.


Specifies the call number that is used by the Routing Base feature for outbound calls. The following attached data are added by Workspace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

intercommunication.voice.routing-based-targets

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, RoutingPoint, TypeDestination, OutboundRecord, Contact
Changes Take Effect: When the session is started or restarted.
Dependencies: intercommunication.voice.routing-based-actions

Specifies the list of targets that are contacted through the routing based mechanism for the requests that are defined by the intercommunication.voice.routing-based-actions option. Note: The targets AgentGroup and Skill are always addressed through routing; therefore, they are not affected by this option.

intercommunication.voice.routing-based-actions

Section: interaction-workspace
Default Value: MakeCall,OneStepConference,InitConference,OneStepTransfer,InitTransfer
Valid Values: A comma-separated list of valid operation names from the following list: MakeCall, OneStepTransfer, InitTransfer, InitConference, OneStepConference.
Changes Take Effect: When the session is started or restarted.
Related Options: intercommunication.voice.routing-based-targets

Specifies the list of Routing Based Actions that an agent may perform.

intercommunication.voice.make-call-caller-id-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.


The name of the Business Attribute that contains the Attribute Values that are used as outbound caller IDs. This option is only applicable for external calls.

toast.case-data.format-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: Valid name of a Business Attribute
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data in the toast interaction preview.

You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the toast.case-data.order option. Use this option to specify a comma-separated list of Business Attributes Value Names that define the order of the Business Attribute Values. The Attributes Values that are not listed in option toast.case-data.order are put at the bottom of the list.

This option can be overridden by a routing strategy as described in this Deployment Guide.

interaction.disposition.value-business-attribute

Section: interaction-workspace
Default Value: DispositionCode
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy as described in this Deployment Guide.

interaction.disposition.is-mandatory

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


Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy as described in this Deployment Guide.

interaction.case-data.is-read-only-on-idle

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


If the value of this option is true, changes to the case data after a voice interaction has been released are prevented. When some values are modified or added after the voice call is released, the update is pushed to back-end as a User Event when agent clicks Mark Done. This option can be overridden by a routing strategy as described in this Deployment Guide.

interaction.case-data.format-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
Related Options: interaction.case-data.order

Specifies the name of the Business Attribute that contains the Business Attribute values that are used to filter and render attached data in the interaction. This option can be overridden by a routing strategy as described in this Deployment Guide. You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the interaction.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in interaction.case-data.order option are put at the bottom of the list.

interaction.case-data.enable-hyperlink

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

Enables the display of hyperlink that are part of the case information. See also the expression.url option. This option can be overridden by a routing strategy as described in this Deployment Guide.

expression.url

Section: interaction-workspace
Default Value: (http:\/\/(www.)?
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a URL in the Case Information area. This option can be overridden by a routing strategy as described in this Deployment Guide.

statistics.routing-points

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of routing point identifiers.
Changes Take Effect: When the session is started or restarted.


Specifies the list of routing points that are displayed in the Contact Center Statistics tab. If empty, no routing points are displayed. If set to a list and none of the routing points match an existing routing point, no routing points are displayed.

statistics.refresh-time

Section: interaction-workspace
Default Value: 20
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Specifies, in seconds, how often statistics are refreshed in the Contact Center Statistics tab. When set to 0, no automatic refresh occurs (the agent must manually refresh statistics).

statistics.displayed-statistics

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of Statistic names.
Changes Take Effect: When the session is started or restarted.


Specifies the statistics that are displayed in the Contact Center Statistics tab. The statistics specified by this option match the names of the statistics defined in the options of the Application sections.

privilege.chat.can-use

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


When the value is set to true, the agent is permitted to use the Chat channel.

privilege.chat.can-two-step-transfer

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


Enables chat transfer in two steps, started by a chat consultation

privilege.chat.can-two-step-conference

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


Enables chat conference in two steps, started by a chat consultation.

privilege.chat.can-release-consultation

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


When the value is set to true, the agent is permitted to manually end chat consultations.

privilege.chat.can-one-step-transfer

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


When the value is set to true, the agent is permitted to use the instant chat transfer feature.

privilege.chat.can-one-step-conference

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


When the value is set to true, the agent is permitted to use the instant chat conference feature.

privilege.chat.can-consult

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


When the value is set to true, the agent is permitted to use the Chat consultation feature.

system.log-level

Section: interaction-workspace
Default Value: Trace
Valid Values: Select a value from the following list: Trace, Debug, Info, Warning, Error, Off.
Changes Take Effect: When the session is started or restarted.


Specifies the global log level.

system.cometd.timeout

Section: interaction-workspace
Default Value: 60000
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.
Related Options: system.feedback.submit-after-disconnect

Specifies the duration, in milliseconds, before the session is considered closed when the connection with the server is lost.

agent-status.not-ready-reasons

Section: interaction-workspace
Default Value:
Valid Values: omma-separated list of Action Code names of type Not Ready; empty means that all Not Ready Action Codes are considered.
Changes Take Effect: When the session is started or restarted.


Defines the available reasons in the Agent Status menus (global and My Channels). The reason commands are displayed in the order in which they appear in the list.

agent-status.enabled-actions-global

Section: interaction-workspace
Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff
Valid Values: Comma-separated list of action names from the following list: Ready,NotReady,NotReadyReason,AfterCallWork,Dnd,LogOff
Changes Take Effect: When the session is started or restarted.


Defines the available agent states in the global Status menu. The agent state commands are displayed in the order in which they appear in the list.

agent-status.enabled-actions-by-channel

Section: interaction-workspace
Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff
Valid Values: CComma-separated list of action names from the following list: Ready, NotReady, NotReadyReason, AfterCallWork, Dnd, LogOn, LogOff.
Changes Take Effect: When the session is started or restarted.


Defines the available agent state actions in the My Channels contextual menu. The actions are displayed in the order in which they appear in the list.

privilege.active-recording.can-use

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


Allows an agent to use the Active Recording functionality.

Automatic_Number_Identification

Also known as ANI. A feature that passes a caller’s telephone number over the network to the receiving location, so that the caller can be identified. Sometimes referred to as a “Caller ID.” ANI is a North American term, and Calling Line Identification (CLI) is an alternative term that is used elsewhere.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Gplus Adapter for Salesforce Configuration Options

Important
The options on this page are primarily for use with Gplus Adapter for Salesforce. A few of the adapter-specific options also apply if you're using the WWE option — see Gplus Adapter for Salesforce - WWE Option for details.

The Gplus Adapter for Salesforce has its own configuration options that you set in the [crm-adapter] section and it also takes advantage of some of the Workspace Web Edition options, set in the [interaction-workspace] section. As with Workspace Web Edition, you can apply configuration options to the Web Services Cluster Application, Agent Group, Person, and so on — see Configuration and Administration by Using Options and Annexes for details about the option override order.

Gplus Adapter for Salesforce options


click-to-dial.preprocessing-rules

  • Default Value: default
  • Valid Values: default, none, or a comma-separated list of pre-processing rule section names
  • Changes Take Effect: When the session is started or restarted.
  • Salesforce modes (CRM Adapter): Classic, Console
  • Salesforce modes (Adapter-WWE): Console, Lightning
  • Description: Specifies the pre-processing rules to apply to the phone number before making a dial request. If the option is not defined, the default rule is applied. The possible values are:
    • default — applies the default rules:
      • If the phone number is 10 digits, add +1.
      • If the phone number is 11 digits, add +.
      • If the phone is greater than 11 digits and doesn't start with 011, add 011.
    • none — turns off pre-processing.
    • <pre-processing-rule-section-name(s)> — name of the pre-processing rule section(s). Within a rule section, you must set the following key/value pairs:
      • expression — A regex that defines the condition to be matched.
      • prefix — The prefix to be added to the phone number if the expression is matched.
      • description — A short description of the rule.

Here's how the default rules would be configured:

[crm-adapter]
click-to-dial.preprocessing-rules: preprocessing-rule-10-digit-US-numbers, 
preprocessing-rule-11-digit-US-numbers, preprocessing-rule-international-numbers
 
[preprocessing-rule-10-digit-US-numbers]
expression: ^[0-9]{10}$
prefix: +1
description: "If it is 10 digits add +1"
 
[preprocessing-rule-11-digit-US-numbers]
expression: ^[0-9]{11}$
prefix: +
description: "If it is 11 digits, add +"
 
[preprocessing-rule-international-numbers]
expression: ^(?!011)[0-9]{8,}$
prefix: 011
description: "If it is greater than 11 digits and doesn't start with 011, add 011"
Important
The adapter runs each rule in sequence until it finds a match and adds the prefix. No further rules are executed.

feedback.submit-after-disconnect

  • Default Value: never
  • Valid Values: always, prompt, never
  • Changes Take Effect: When the session is started or restarted.
  • Salesforce modes (CRM Adapter): Classic, Console
  • Salesforce modes (Adapter-WWE): Console, Lightning
  • Description: This option controls how the adapter handles the submission of feedback logs after the adapter is disconnected from GWS. When set to always, the adapter always submits feedback logs without asking the user. When set to prompt, the user is prompted to allow the Adapter to submit feedback logs. When set to never, no feedback logs are submitted.

interaction.case-data.enable-advanced-view

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Salesforce modes (CRM Adapter): Classic, Console
  • Salesforce modes (Adapter-WWE): Console, Lightning
  • Description: Specifies whether the adapter should use the advanced case data view that supports editing, links, and ordering.

interaction.hide-disposition

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Salesforce modes (CRM Adapter): Classic, Console
  • Salesforce modes (Adapter-WWE): Not supported
  • Description: Hides the Disposition section in the voice detail view. If the Workspace Web Edition option interaction.disposition.is-mandatory is set to true, the adapter shows the Disposition regardless of the setting for interaction.hide-disposition.

login.default-view

  • Default Value: voice
  • Valid Values: voice, statistics
  • Changes Take Effect: When the session is started or restarted.
  • Salesforce modes (CRM Adapter): Classic, Console
  • Salesforce modes (Adapter-WWE): Not supported
  • Description: Specifies which view the agent sees upon logging in to the adapter.

multiple-instance.enable-mark-done-sync

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Salesforce modes (CRM Adapter): Classic
  • Salesforce modes (Adapter-WWE): Not supported
  • Description: Specifies whether clicking Mark Done applies to all instances of the adapter when it's running in multiple tabs or windows. If set to true, all instances are marked done when the agent clicks Mark Done; if set to false, the agent has to click Mark Done in each tab or window. You should also set salesforce.enable-focus-following to true.

privilege.active-recording.can-use

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the agent can record voice calls. The true value switches on recording only if the same interaction-workspace option is also enabled. However, the false value switches off recording without consideration of the interaction-workspace option value. Note: Do not set up this same recording option under both the crm-adapter section and the interaction-workspace section. In the case where both options are available, the Adapter will use the option from the interaction-workspace section. Genesys recommends recording only be set up in the interaction-workspace section.

privilege.add-contact.can-use

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the agent can add contacts in UCS.

privilege.chat.can-push-url

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the agent can add hyperlinks to chat messages.

privilege.password.can-change

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the session is started or restarted.
  • Description: Specifies whether the agent can change their password. When enabled, the Change Password option is shown in the Adapter's main menu. Note that this option overrides the password-change option in the Annex of the User object in the configuration.

salesforce.activity-log.enabled-call-types

  • Default Value: Inbound, Outbound, Internal, Consult
  • Value Values: A comma-separated list of call types (Inbound, Outbound, Internal, Consult) or an empty value to disable all.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the call types the adapter should create activity history entries for in Salesforce.

salesforce.activity-log.enabled-chat-types

  • Default Value: Inbound, Consult
  • Value Values: A comma-separated list of chat types (Inbound, Consult) or an empty value to disable all.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the chat types the adapter should create activity history entries for in Salesforce.

salesforce.activity-log.field-mapping

  • Default Value: None
  • Valid Values: The name of a configuration section that contains the mapping.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the name of the configuration section where the mapping is defined. In that section, each key must correspond to a UserData key the adapter should look for and each value must correspond to the name of the custom activity field in Salesforce. If this option is not defined or has a blank value, no custom values are added when the adapter creates the activity history. Also, if a given key is not present in the UserData or does not have a value, the adapter doesn't include it in the activity creation request.

Here's an example of how to configure the mapping:

[crm-adapter]
salesforce.activity-log.field-mapping=my-field-mappings
 
[my-field-mappings]
firstName=first_name__c
lastName=last_name__c

salesforce.chat.enable-object-association-tracking

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to track agent’s navigation through various Salesforce objects such as: Contacts, Accounts, Tasks while agent is processing chat interactions. When this option is set to true, agents may select an object from the navigation list to associate interaction log activity with from Object Association drop down menu on Mark Done call screen. This option requires that the interaction.case-data.is-read-only-on-idle option is set to false.

salesforce.chat.include-transcript-in-desc

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter saves the chat transcript as part of the activity description in Salesforce.

salesforce.chat.transcript-custom-field-name

  • Default Value:
  • Valid Values: Name of a custom field in Salesforce
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the name of a custom activity field in Salesforce. If set, the adapter saves the chat transcript to this field in Salesforce. Note: Salesforce Lightning Experience supports only 255 characters for Text fields. If you configure the Text fields to store the chat transcripts and set the length of characters as 255, only the first 255 characters of the chat transcript will be saved in the Activity History and the remaining transcript will be truncated. However, you can still view the Details and Case Data of the chat interaction in the My History tab in Agent Desktop. Whereas, if you configure the Text field's character length with a value less than 255, then, an activity might not get created in Salesforce if the chat transcript exceeds the configured character length.

salesforce.email.include-body-in-desc

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: When set to true, includes the text version of the email body in the activity description in Salesforce. The email body is saved only for inbound emails and outbound replies.

salesforce.enable-focus-following

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: If set to true, when there are multiple instances of the adapter running at the same time in multiple browser tabs or windows, the adapter tracks which instance is active. Only the active adapter sends screen pop requests to Salesforce, which prevents duplicate requests and multiple screen pops. You should also set multiple-instance.enable-mark-done-sync to true.

salesforce.enable-in-focus-page-transfer

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to update the call data with the ID of the object the agent is looking at in Salesforce when performing a voice or chat conference or transfer. If set to true, the agent receiving the voice or chat conference or transfer gets a screen pop for the most relevant object.


salesforce.keep-session-alive

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to prevent the Adapter from logging out of Salesforce when there is no activity in Salesforce beyond a configurable time period. If set to true, the Adapter refreshes the Salesforce session at short intervals and keeps the Adapter-Salesforce session alive.

salesforce.user-data.object-id-key

  • Default Value:
  • Valid Values: A valid user key name to store the Salesforce object id. For example: sf_object_key
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the key the adapter uses when saving the ID of the focused Salesforce object to attached data.

salesforce.user-data.object-name-key

  • Default Value:
  • Valid Values: A valid user key name to store the Salesforce object name. For example: sf_object_name
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the key the adapter uses when saving the name of the focused Salesforce object to attached data.

salesforce.user-data.object-type-key

  • Default Value:
  • Valid Values: A valid user key name to store the Salesforce object type name. For example: sf_object_type
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the key the adapter uses when saving the type of the focused Salesforce object to attached data.

salesforce.voice.enable-object-association-tracking

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to track agent’s navigation through various Salesforce objects such as: Contacts, Accounts, Tasks while agent is processing voice interactions. When this option is set to true, agents may select an object from the navigation list to associate interaction log activity with from Object Association drop down menu on Mark Done call screen. This option requires that the interaction.case-data.is-read-only-on-idle option is set to false.

screenpop.enable-for-consult

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates screen pops for consultation calls regardless of screenpop.enable-for-internal-calls option configuration.

screenpop.enable-for-internal-calls

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates screen pops for internal calls.

screenpop.id-key-regex

  • Default Value:
  • Valid Values: A regular expression that matches a UserData key.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies a regular expression pattern used to match a UserData key. This key's value should contain the ID of an object to screen pop in Salesforce. As with the existing screen pop behavior using the "id_" prefix, if multiple matching keys are present, the adapter only uses the first one. If this option isn't defined, the adapter uses the existing "id_" prefix logic.

screenpop.include-ani-in-search

  • Default Value: true
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the ANI is used in the screen pop search.

screenpop.on-ringing

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates a screen pop in Salesforce when the call is ringing. If not set or false, the adapter initiates a screen pop when the call is established.

screenpop.chat.on-invite

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates a screen pop in Salesforce immediately after displaying the chat invite notification. If the option is not set or false, the adapter initiates a screen pop only when the agent accepts the chat invite.

screenpop.email.on-invite

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates a screen pop in Salesforce immediately after displaying the email invite notification. If the option is not set or false, the adapter initiates a screen pop only when the agent accepts the email invite.


screenpop.openmedia.on-invite

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether the adapter initiates a screen pop in Salesforce immediately after displaying the open media invite notification. If the option is not set or false, the adapter initiates a screen pop only when the agent accepts the open media invite. This option supports the open media items configured in the openmedia.workitem-channels option.

screenpop.preprocessing-rule

  • Default Value: default
  • Valid Values: default, none, or a pre-processing rule section name.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the pre-processing rule to apply to the ANI before showing the screen pop. If the option is not defined, the default rule is applied. The possible values are:
    • default — applies the default rule, which removes +1 from the beginning of the ANI.
    • none — turns off pre-processing.
    • <pre-processing-rule-section-name> — name of the pre-processing rule section. Within this rule section, you must set the following key/value pairs:
      • expression — A regex that defines the condition to be matched.
      • replacement — The string to replace the matched substring. If you set this value to empty, this removes the matched section.
      • description — A short description of the rule.

Here's how the default rule would be configured:

[crm-adapter]
screenpop.preprocessing-rule: preprocessing-rule-remove-prefix
 
[preprocessing-rule-remove-prefix]
expression: ^\\+1
replacement: 
description: "Remove +1 from the beginning of the number"

screenpop.search-key-regex

  • Default Value:
  • Valid Values: A regular expression that matches one or more UserData keys.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies a regular expression pattern used to match one or more UserData keys. The values for these keys are used to build the search and screen pop expression in Salesforce. If this option is not defined, the adapter uses the existing "cti_" prefix logic.

screenpop.transfer-object-key

  • Default Value: id_transfer_object
  • Valid Values: A valid key
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the custom UserData key the adapter should use for the object ID of the focused page in Salesforce.

statistics.allow-footer-view

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Allows the option for the contact center statistic view to be accessible in the channels footer.

statistics.badge-resource

  • Default Value: An empty string.
  • Valid Values: An identifier contained in statistics.agent-groups, statistics.queue-groups, statistics.routing-points, or statistics.virtual-queues or the string user for the statistics of the current user.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the name of the resource(s) within which the statistics service queries to get the desired statistics. The resources queried are statistics.agent-groups, statistics.queue-groups, statistics.routing-points, or statistics.virtual-queues from the [interaction-workspace] section or the statistics of the current user.

statistics.badge-statistic

  • Default Value: An empty string.
  • Valid Values: A valid statistical parameter belonging to the resource configured in the statistics.badge-resource option.
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the statistic-name of the parameter (for example, CurrentNotReadyAgents_VAG) belonging to the resource configured in the statistics.badge-resource option. The statistic configured here is queried within the resource and the resulting value is displayed on the statistic badge in the adapter footer.
Important
Currently, you can configure only one statistical parameter in this option. Ensure that you configure the corresponding section name of the statistical parameter configured in this option in the statistics.displayed-statistics option.

Example configuration: For example, you already have the following section in your GWS application that displays the agents in Not Ready status.

[CC-CurrentNotReadyAgents_VAG]
display-name=Not Ready Agents
statistic-name=CurrentNotReadyAgents_VAG

Then, your configuration to display the number of agents in Not Ready status on the statistic badge will be as follows:

  • statistics.badge-resource=GPlus_Group_Of_Queues_QA (the example value configured here is the virtual agent group, that is, an identifier from statistics.queue-groups)
  • statistics.badge-statistic=CurrentNotReadyAgents_VAG (the example value configured here is the statistic-name that will display the number on the badge)
  • statistics.displayed-statistics=CC-CurrentNotReadyAgents_VAG (the example value configured here is the section name of the statistic in the GWS application)

system.feedback

  • Default Value: false
  • Valid Values: true, false
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies whether to show the Feedback item in the main menu. When feedback is sent, the adapter automatically includes supporting information, such as configuration, logs, and active interactions.

system.log

This option is deprecated as of release 8.5.201.09.

[+] See the option description

templates.salesforce.<interaction type>.<salesforce argument>

  • Default Value:
  • Valid Values: A string with custom template variables wrapped in "{" and "}"
  • Changes Take Effect: When the session is started or restarted.
  • Description: Specifies the custom template the adapter should use when creating the subject field in a Salesforce activity. You can specify two arguments in the option name:
    • <interaction type> is either inbound-voice, outbound-voice, transfer-voice, chat, or email (WWE option only).
    • <salesforce argument> is subject (the adapter currently supports only this argument).

Set the value of this option to a string that contains custom template variables wrapped in "{" and "}". For details, see Custom templates.

voice.note.key-name

  • Default Value: None
  • Valid Values:Valid attached data key name
  • Changes take effect: When the session is started or restarted.
  • Description: Description: If this option is defined, the note is stored in attached data using the defined key. If this option is not defined, the note is stored in UCS (if available).

Workspace Web Edition options

The following Workspace Web Edition options also apply to the Gplus Adapter for Salesforce.

Active Recording
Agent Status
Application
Chat
Contact Center Statistics
Expression
Interaction
Interaction Preview (Toast)
Intercommunication
KPI
Login
Outbound
Screen Recording
Team Communicator
Voice
Voicemail

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This page was last modified on August 22, 2018, at 19:22.