Jump to: navigation, search

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.

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.

privilege.voice.show-monitoring.can-use

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


Enables agents to be notified that the current call is monitored by a supervisor.

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-send-dtmf

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


Enables agents to send DTMF during a voice call by using the on screen number keypad.

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.

voice.prompt-for-end

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


Specifies whether Workspace displays a confirmation message when the agent clicks End. This option can be overridden by a routing strategy as described in this Deployment Guide.

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.

voice.auto-answer

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


Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

voice.auto-answer.is-enabled-on-already-in-call

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


Specifies whether a voice interaction is automatically answered if there is other active call(s) (used only with voice.auto-answer set to true). This option can be overridden by a routing strategy as described in Deployment Guide.

voice.auto-answer

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


Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

privilege.voice.single-step-transfer.can-use-caller-id

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


Enables agents to use caller ID for single-step transfers.

privilege.voice.single-step-conference.can-use-caller-id

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


Enables agents to use caller ID for single-step conferences.

privilege.voice.show-monitoring.can-use

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


Enables agents to be notified that the current call is monitored by a supervisor.

privilege.voice.make-call.can-use-caller-id

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


Enables agents to use caller ID for making calls.

privilege.voice.consultation.can-use-caller-id

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


Enables agents to use caller ID for consultations.

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-send-dtmf

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


Enables agents to send DTMF during a voice call by using the on screen number keypad.

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.

privilege.voice.can-make-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 make a new voice call from any area enabling voice calls.

privilege.voice.can-forward

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


Enables agents to forward voice calls.

privilege.voice.can-extend-after-call-work

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


Allows an agent to extend the After Call Work state.

Voice Interactions

Workspace uses the following privileges to enable voice-related functionality:

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

Important
Voice call monitoring is supported only for SIP Server environments

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on May 22, 2018, at 04:58.