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contact.ucs-interaction.<media-type>.enable-create

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


Activates the Workspace Web Edition feature that generates the interaction history in Universal Contact Server (UCS) for Open Media Workitem interactions. This option can be overridden by a routing strategy as described in Deployment Guide.

contact.lookup.<media-type>.enable-create-contact

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-create-contact

When contact lookup is enabled in the context of the current interaction, this option specifies that the Universal Contact Server (UCS) creates a contact if the initial search cannot find any existing contact. This option can be overridden by a routing strategy as described in this Deployment Guide. Note: This option overwrites the contact.lookup.enable-create-contact 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 and create behavior in the context of outbound campaign interactions.

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.

workbin.<media-type>.in-progress.displayed-columns

Section: interaction-workspace
Default Value: From,To,Subject,Received
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the specified workbin.

workbin.<media-type>.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.


Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it.

intercommunication.<media-type>.routing-based-actions

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


Specifies the list of 'routing based' actions that an agent is allowed to perform.

intercommunication.<media-type>.routing-based-targets

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: When the session is started or restarted.


Defines the list of targets that are contacted through the 'routing based' mechanism for the requests that are defined in the option 'intercommunication.<media-type>.routing-based-actions'. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

intercommunication.<media-type>.routing-based-actions

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


Specifies the list of 'routing based' actions that an agent is allowed to perform.

intercommunication.<media-type>.queue

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


Specifies the name of the Interaction Queue that is used by the 'routing based' feature for Workitem. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

<media-type>.ringing-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid URL file path, '|' separator and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file that is played when the interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute url to a mp3 file). Then, a priority, the higher the integer the higher the priority. And a duration (-1 means plays and repeats until an explicit message stops it with an established event for instance, 0 means to play the whole sound one time, an integer > 0 means a time in milliseconds to play and repeat the sound).

<media-type>.prompt-for-done

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


Specifies if the application prompts a confirmation message when a user clicks the 'done' button. This option is only available for interaction open media. This option can be overridden by a routing strategy as described in Deployment Guide.

<media-type>.auto-answer

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


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

Workitem interactions

Workitems are documents that might be directed to agents, supervisors, or managers for handling. They include many media types, such as faxes or PDFs, that a user might have to view while they are handling interactions of another type, such as email.

You use the following options in the [interaction-workitem] section to configure Workitems:

Privilege options

For a list of privilege options that you can set for workitems, see Enabling Privileges and Features.

Workitem behaviour options

Contact options

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