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email.inline-forward-header

Section: interaction-workspace
Default Value: $FullHeader$
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the character string that is used to introduce the inbound email content in the body of the inline forward email. The value $FullHeader$ inserts the entire header of the inbound email into the inline forwarded email. You can also choose to include any other text. The following tags are supported: <contact>, <date>. This enables you to create a custom header, such as: "On <date>, <contact> wrote:"

email.inline-forward-prefix

Section: interaction-workspace
Default Value: Fwd:
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the inline forward prefix that is added to subject of the forwarded inbound email.

email.inline-forward-queue

Section: interaction-workspace
Default Value: No default value
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the Interaction queue in which in-line forwarded inbound emails are submitted.

email.forward.enable-multiple-to-addresses

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


Specifies whether it is possible to forward an inbound email to multiple external resources.

email.forward.enable-cc-addresses

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


Specifies whether it is possible to add cc addresses when forwarding an inbound email to an external resource.

email.forward-queue

Section: interaction-workspace
Default Value:
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the Interaction queue where Workspace submits forwarded outbound emails.

email.forward.enable-instructions

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


Specifies whether it is possible for agents to add instructions when forwarding an inbound email to an external resource.

privilege.contact.can-inline-forward.email.from-history

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Allows agents to forward email interactions from the Interaction History that are marked as Done.

privilege.email.can-inline-forward

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

When the value of this option is set to true, the agent is permitted to forward an email inline instead of as an attachment.

privilege.email.can-forward

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


Enables an agent to forward email interactions.

email.forward.enable-instructions

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


Specifies whether it is possible for agents to add instructions when forwarding an inbound email to an external resource.

email.forward.enable-cc-addresses

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


Specifies whether it is possible to add cc addresses when forwarding an inbound email to an external resource.

email.forward.enable-multiple-to-addresses

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


Specifies whether it is possible to forward an inbound email to multiple external resources.

email.signature.line-<n>

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


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.

editor.default-font-size

Section: interaction-workspace
Default Value: 9
Valid Values: A value from the following list: the following list: 8, 9, 10, 11, 12, 14, 16, 18, 20, 22, 24, 26, 28, 36, 48, 72. Empty means no default font size specified.
Changes Take Effect: When the session is started or restarted.


Defines the selected font size in the menu of new and replied email formatted in HTML. If empty, the latest selected font size is used for next email.

editor.default-font

Section: interaction-workspace
Default Value: Roboto
Valid Values: A value from the following list: the following list: Serif, Sans-serif, Monospace, Cursive, Fantasy, Tahoma, Roboto. Empty means no default font specified.
Changes Take Effect: When the session is started or restarted.


Defines the selected font in the menu of new and replied email formatted in HTML. If empty, the latest selected font is used for next emails.

editor.font-sizes

Section: interaction-workspace
Default Value: 8,9,10,11,12,14,16,18,20,22,24,26,28,36,48,72
Valid Values: Comma-separated list of font sizes from the following list: 8, 9, 10, 11, 12, 14, 16, 18, 20, 22, 24, 26, 28, 36, 48, 72.
Changes Take Effect: When the session is started or restarted.


Defines the available font size in the menu of new and replied email formatted in HTML. The fonts are displayed in the order in which they appear in the list.

editor.fonts

Section: interaction-workspace
Default Value: Serif,Sans-serif,Monospace,Cursive,Fantasy,Tahoma,Roboto
Valid Values: Comma-separated list of fonts from the following list: Serif, Sans-serif, Monospace, Cursive, Fantasy, Tahoma, Roboto.
Changes Take Effect: When the session is started or restarted.


Defines the available fonts in the menu of new and replied email formatted in HTML. The fonts are displayed in the order in which they appear in the list.

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.use-attached-data

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


Enables the adding of attached data to the interaction in UserEvent. This option can be overridden by a routing strategy as described in this Deployment Guide.

interaction.disposition.key-name

Section: interaction-workspace
Default Value: DispositionCode
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.


Specifies the key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy as described in this Deployment Guide.

interaction.disposition.is-read-only-on-idle

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


If the value of this option is set to true, changes to case data after a voice interaction has been released are prevented. When values are modified or added after the voice call is released, the update is pushed to the back-end as a User Event when an agent clicks Done. 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.

email.from-addresses

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


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. You can set a default value by using the flag from the Business Attribute value. This option can be overridden by a routing strategy as described in this Deployment Guide.

workbin.email.in-progress

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


The name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply.

workbin.email.draft

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store draft email.

email.outbound-queue

Section: interaction-workspace
Default Value:
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


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 email interactions to agents.

email.default-queue

Section: interaction-workspace
Default Value:
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the Interaction queue in which new or reply outbound emails are submitted.

privilege.email.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 Email channel.

Email Interactions

Workspace enables agents to handle email interactions, including the following functionality:

  • Reply to inbound emails (with or without the original text)
  • Create new outbound emails
  • Check the spelling of an outbound email
  • Apply a signature to an outbound email
  • Store emails in a workbin
  • Transfer an email to an internal target
  • Set a disposition code
  • Mark the interaction as Done
  • View and copy links to non-embedded images in inbound and outbound email interactions
  • View and insert Standard Responses
  • Paste content from browsers and other applications that display HTML
  • Paste images from browsers and other applications that display HTML

Workspace enables the following Email interaction capabilities:

  • Decline an interaction
  • Release an interaction
  • Move an interaction to a Workbin
  • Reply to an interaction
  • Reply All to an interaction
  • Add Attachments to an interaction
  • Send an interaction
  • Save an interaction
  • Delete an interaction

The following are mandatory options for correct email interaction handling:

You can also use the following options for email interaction handling:

  • email.from-addresses — Specifies a character string that specifies the name of the Business Attribute which contains the Attribute Values that are used as available addresses. You can set a default value by using the flag from the Business Attribute value. These come from the addresses of email interactions. This option can be overridden by a routing strategy.
  • interaction.disposition.is-mandatory — 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.
  • interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
  • interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
  • interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
  • interaction.disposition.value-business-attribute — A character string that 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.

You can use the following options to control the default and available fonts for outgoing email interactions:

Signatures

Workspace enables you to assign default signature templates to outbound email interactions. Email signatures allow the insertion of tagged-data fields with data that is related to the agent, such as name, job title, department, phone number, email address, and so on. Refer to "Using UCS Data in Standard Responses: System Variables" in the "Genesys Knowledge Management: Basics" chapter of the eServices User's Guide for more information about the tagged data field. Signatures also support linked image(s) and hyperlinks.

Use the email.signature.line-<n> configuration option in the [interaction-workspace] section to specify the path and name of the signature file or the location of the Response in the Standard Response Library that is to be used as the default signature.

Tip
This option can be overridden by a routing strategy based on the attached data of the interaction.

Forwarding Inbound Email

Workspace enables agents to forward active and closed inbound email interactions to an external resource by selecting a valid email address in Team Communicator, either by manually entering the address or by selecting it from a searched Contact or a Corporate or Personal Favorite. Email Forward supports both To and CC (carbon copy) addressing and multiple recipient targets. Agents can also add additional information about the forwarded interaction in a dedicated text box.

Two types of forwarding are supported:

  1. Inline forwarding (quoted)
  2. Forwarding as an attachment (if supported by the email server)

Depending on the Business Process that you are using, the agent who has forwarded an email interaction to an external resource can still retain the ownership of the interaction and be responsible for closing the interaction.

Business Processes

A set of key-value pairs that include the destination email address and other information is added to the inbound email before it is placed in the Forward queue so that they can be used in a Business Process:

Inline Forwarding

  • IW_OriginalAgentEmployeeId — The Empoyee Id of the agent.
  • OriginalAgentUserName — The UserName of the agent.

Refer to eServices email workflow samples for more information about forwarding email interactions to external resources.

Forward as an Attachment

  • IW_OriginalAgentEmployeeId — The Empoyee Id of the agent.
  • IW_TransferrerUserName — The UserName of the agent.
  • IW_EmailNotepad — The current notepad text of the email view.
  • IW_ExternalAgentAddress — The To email address destination. If the value of the email.forward.enable-multiple-to-addresses option is set to true, the value of IW_ExternalAgentAddress is a comma separated list of To addresses. This list has to be parsed in the Business Process. For each extracted address, the Business Process has to do the following:
    1. Assign the extracted address to a variable.
    2. Use this variable in the Forward Email block.
  • IW_ExternalAgentCcAddress — The CC email address destination. This is added only if the value of the email.forward.enable-cc-addresses option is set to true (Enable the CC address field where agents can specify one or several CC addresses). The value is a comma separated list of CC addresses. With this list, the Business Process has to do the following:
    1. Assign the list to a variable.
    2. Use this variable in the Forward Email block.
  • IW_ExternalAgentInstructions — The text provided by the agent who is forwarding the email interaction. This is added only if the value of the email.forward.enable-instructions option is set to true (Enable the forward instructions field). This value can be used as a Field Code in the Standard Response that is contained in the Forward Email block to give forward instructions to an external resource.

Refer to eServices email workflow samples for more information about forwarding email interactions to external resources.

Privileges

The following privilege controls the use of the forwarding feature:

Configuration Options

Use the following configuration options in the [interaction-workspace] section to configure the forwarding features:

Forwarding as an Attachment Specific Configuration Options

Inline Forwarding Specific Configuration Options

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This page was last modified on May 22, 2018, at 05:05.