Jump to: navigation, search

Interaction Options

Interaction

interaction.case-data.content

  • Default Value: History,CaseData
  • Valid Values: History, CaseData
  • Changes take effect: At the next interaction.
  • Description: Defines the content of the Case Information area. The CaseData key enables the display of the attached data that is defined by the interaction.case-data.format-business-attribute option. The History key enables the display of interaction history information. The order of the keys defines the order of the Case Data and History information in the Case Information area. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. Starting from the 8.1.1 release, this option no longer controls the display of case information in the toast view. Please refer to the toast.case-data.content option for this purpose.

interaction.case-data.format-business-attribute

  • Default Value: ""
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore character.
  • Changes take effect: At the next interaction.
  • Description: Specifies the name of the Business Attribute that contains the Attribute Values that are used to filter and render attached data. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
    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 the interaction.case-data.order option are put at the bottom of the list.
    Starting with the 8.1.1 release this option does no longer controls the display of case information in the toast view. Please refer to the toast.case-data.format-business-attribute option for this purpose.

interaction.case-data.frame-color

  • Default Value: #FFFFBA00
  • Valid Values: Valid hexidecimal (HTML) color code.
  • Changes take effect: At the next interaction.
  • Description: Specifies the color of the border of the Case Data view frame. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, and #FFB8400B for a Bronze color. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.consult-user-data

  • Default Value: public
  • Valid Values: public, private, none
  • Changes take effect: Immediately.
  • Description: Specifies if and how the business data (original interaction user data, contact identifier, and so on) of the customer interaction is shared in a consultation interaction and how. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
    • none -- No data is shared in the consultation.
    • public -- User data of the customer interaction is shared in the consultation. The user data is copied at the root level of the consultation user data.
    • private -- User data of the customer interaction is shared in the consultation. The user data is copied in a sub-list of the consultation user data, named SharedInformation. This is Interaction Workspace 8.1.0 compatibility mode.

interaction.disposition.disposition-code-key-name

  • 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: At the next interaction.
  • Description: 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 Overriding Options by Using a Routing Strategy.

interaction.disposition.is-mandatory

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: Specify 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 Overriding Options by Using a Routing Strategy.

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

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Prevents changes to the disposition code after a voice interaction has been released. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.key-name

  • 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: At the next interaction.
  • Description: 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 Overriding Options by Using a Routing Strategy.

interaction.disposition.use-attached-data

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.use-connection-id

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the connection id is sent as part of the user event that is sent for disposition code. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.value-business-attribute

  • Default Value: DispositionCode
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and the Space characters.
  • Changes take effect: At the next interaction.
  • Description: 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, as described in Overriding Options by Using a Routing Strategy.

interaction.evaluate-real-party-for-agent

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: Specifies whether Interaction Workspace attempts to transform the name of the party DN into an Agent name during a voice interaction.

interaction.override-option-key

  • Default Value: IW_OverrideOptions
  • Valid Values: A comma-separated list of transaction objects.
  • Changes take effect: At the next interaction.
  • Description: Enables overriding of certain application options by using a transaction object. This option provides the key name of the attached data that contains the list of transaction objects.

interaction.reject-route

  • Default value: ""
  • Valid Values: Any valid DN and switch name.
  • Changes take effect: At the next interaction.
  • Description: Specifies the routing that is to be used for rejected interactions. Format for the route is <DN>@<switch_name>

interactions.window.allows-transparency-on-winos6

  • Default value: true
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the interaction window is presented in transparent style on Windows 6 or higher (Windows Vista, Windows 7, and Windows Server 2008, and so on). Unmanaged controls, such as web browsers, are not able to function in Windows Vista, Windows 7, Windows Server 2008 if non-transparent windows are used. Set the value to false to permit the display of unmanaged controls.

interaction.window.popup-topmost-z-order

  • Default value: false
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: Indicates whether the interaction window can steal focus from other active applications when auto-answer in enabled. When set to false, the Interaction Window tries to gracefully get the focus; however, due to certain Windows Operating System settings, this might not result in moving the interaction window to the front.

interaction.window.show-in-taskbar

  • Default value: true
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: Indicates whether the interaction window has a Windows taskbar button. If not, when minimized the window can be restored from the Interaction Bar. Enables the minimizing of Interaction windows to the Interaction bar of the Main Window instead of the Windows taskbar.

interaction.window-title

  • Default Value: ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$) - $Interaction.Type$ - $Window.Title$
  • Valid Values: $Window.Title$, $Application.Title$, $Application.Name$, $Agent.UserName$, $Agent.LastName$, $Agent.FirstName$, $Agent.EmployeeId$, $Contact.FirstName$, $Contact.LastName$, $Interaction.MainParty$, $Interaction.Type$
  • Changes take effect: When the application is started or restarted.
  • Description: Defines the title of the interaction window that appears in the Windows Task Bar by specifying a string that contains the following field codes:
    $Window.Title$,$Application.Title$,$Application.Name$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Contact.FirstName$, $Contact.LastName$, $Interaction.MainParty$,$Interaction.Type$
This page was last modified on June 22, 2016, at 11:09.

Feedback

Comment on this article:

blog comments powered by Disqus