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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.

facebook.outbound-queue

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


Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.

facebook.default-queue

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


Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the name of the default queue in the configuration layer.

facebook.comments-pagination-size

Section: interaction-workspace
Default Value: 2
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.


Specifies the number of comments are initially displayed and then added when Show More is clicked.

facebook.auto-answer

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


Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

privilege.facebook.can-use

Section: interaction-workspace
Default Value: false
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 Facebook channel.

Facebook Interactions

Workspace supports the following functionality for Facebook interactions:

  • Accept an interaction
  • Reject an interaction
  • Ignore an interaction
  • Mark Done an interaction
  • One-Step Transfer an interaction
  • Set Interaction Disposition

You use the following options in the [interaction-workspace] section to configure Facebook interactions:

  • privilege.facebook.can-use — Enables agent to use the Facebook channel.
  • facebook.auto-answer — Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Configuration Guide.
  • facebook.comments-pagination-size — Specifies the number of comments are initially displayed and then added when Show More is clicked.
  • facebook.default-queue — Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the the name of the default queue in the configuration layer.
  • facebook.outbound-queue — Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.
  • 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.

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This page was last modified on May 22, 2018, at 05:08.