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Setting Up Agents On The System

Refer to Framework 8.1 Genesys Administrator Help and Genesys Administrator Deployment Guide for detailed information on how to use Genesys Administrator and Management Framework to configure access permissions.

Procedures

Purpose: To restrict the privileges that are assigned to an agent. The security.disable-rbac configuration option in the interaction-workspace section determines whether agents have all privileges granted or whether the Role-Based Access Control (RBAC) control system is used.

Important
RBAC requires Configuration Server 8.0.2 or higher.

If security.disable-rbac is set to true, RBAC is disabled and all privileges are assigned to all agents and Agent Groups. If security.disable-rbac is set to false, RBAC is enabled and you must assign roles to agents and Access Groups. For more information about roles refer to Role-Based Approach of Genesys 8.

Prerequisites

  • Genesys Administrator 8.0.200.29 or higher, configured to show Advanced View.
  • Configuration Server 8.0.2 or higher.
  • A working knowledge of Genesys Administrator 8.
  • Workspace Application Template in the Configuration Layer.

Start

  1. Create the Workspace Application object from the Workspace Application Template.
  2. From the Tenant drop-down list, select the Tenant for which you want to create the role.
  3. In the Genesys Administrator Provisioning view, select Accounts in the Navigation column.
  4. Select the Roles view.
  5. In the Roles view, click New.
  6. In the Configuration tab, specify the following General parameters:
    • A name for the role.
    • A description of the role (optional).
    • Whether or not the role is enabled.
  7. In the Configuration tab, specify a list of users or access groups in the Members view.
  8. In the Role Privileges tab, click Workspace privileges.
  9. Initially, all privileges are unassigned. To assign a privilege, click the drop-down list in the Value column that is associated with the privilege and select Allowed. Refer to Role Privileges for a list of all the privileges.
  10. To save the new role, click Save and Close. The new role is now applied to the specified agents and Agent Groups. For information on privilege conflicts, refer to Conflict Resolution for Configuration Options.
    To discard the new role without saving your changes, click Cancel.

End

Purpose: To control the behavior of the Workspace Agent Login Window. Agent login can be configured as either a one-step or a two-step process depending on whether you want to prompt the agent for connection parameters in the secondary login window or specify the parameters for the agent. For a list of configuration options that are related to login, refer to Login.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • An Workspace Application object exists in the Configuration Database.
Start
  1. Configure the agent for two-step login by setting the options that control Password, Queue, Switch, and Place.
    1. If the agent must enter a phone-set Password, set the login.prompt-dn-password option to true. The second login window is displayed after the agent is authenticated. A phone-set Password prompt will be displayed in the secondary login window.
    2. If the agent must enter a Queue at login, set the login.prompt-queue option to true. A Queue prompt will be displayed in the secondary login window.
      If the switch has multiple logins for the agent, the agent will be prompted to enter the particular login that they want to use.
    3. Several options control Place login:
      1. If the agent must enter a Place at each login, set the login.prompt-place option to true.
      2. If the agent always logs in to a default Place at each login, do the following:
      3. If the agent must specify a Place only the first time that the agent logs in (Note: The Place is stored in the local settings of the agent):
  2. Configure the agent for one-step login by using the following configuration-option settings:
    Note: If the default Place in the Agent Advanced tab is blank, the agent will have to perform a two-step login the first time that the agent logs in to a particular workstation.

End

Purpose: To enable an agent to log in to the Voice channel.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • An Workspace Application object exists in the Configuration Database.
  • T-Server with associated switch and switching office.
  • A Switch that is configured with DNs that correspond to agent devices in the switch.
  • Agent logins that are configured in the Switch that can be referred by agents.
  • A Place that contains one or more DNs from the Switch.
Start
    For each agent that you want to configure to use the Voice channel, do the following:
  1. Reference at least one AgentLogin from the Switch.
  2. Check the isAgent flag.
  3. Set a default Place. (Optional)
  4. Allow the voice media privilege (see Voice Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role, allowing an Interaction Workspace privilege, and assigning a Role to an agent or agent group).
  5. Allow the voice media privileges that you want the agent to use (see Voice Privileges).
  6. Configure the voice options in the interaction-workspace section of the Workspace Application object (refer to the Voice configuration option reference for a list of Voice options and a description of how to configure them).

End

Purpose: To enable Workspace to play ring tones for inbound interactions on one or more devices.

In Interaction Workspace 8.0 and 8.1, tones were played through the embedded Windows Media Player application on a single audio device that was configured as the default console sound device in the Windows Sound configuration panel. Starting from 8.5.0, the sounds are played through the Direct Sound API, which enables more flexibility on the device(s) that are used to play the sound.

The following procedure enables you to specify whether tones are played on the default audio device, a secondary audio device, or both.

A secondary audio device can be defined as either a specific audio device or all of the non-default audio devices. You can individually each configure sound (ringing bells, state changes, and so on).

All file formats that are playable by Windows DirectShow are usable (*.wav; *.mpa; *.mp2; *.mp3; *.au; *.aif; *.aiff; *.snd).

Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • An Workspace Application object exists in the Configuration Database.
Start
  1. Enable the secondary audio device(s) by specifying the value of the new application.secondary-audio-out-device configuration option to the name of the secondary audio device or by specifying the value $AllNonDefault$ to enable all non-default audio divices.
  2. The following existing configuration options have been modified in Workspace 8.5, and higher, to enable a tone to be played on the default audio device, a secondary audio device, or both. For each of these options, you can add an additional parameter to the end of the ringing sound configuartion string:

End

Purpose: To enable an agent to use custom Not-Ready Reason codes and to support the aux work mode.
The only Not-Ready Reasons that Workspace supports by default are Unknown and After Call Work. Custom Not-Ready Reason codes are defined in the Action Codes folder of the Desktop folder in the Provisioning view of Genesys Administrator.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • An Workspace Application object exists in the Configuration Database.
Start
  1. Create a new Action Code in the following Genesys Administrator view: Provisioning > Desktop > Action Code.
  2. Enable the new Action Code so that it can be used in the Configuration Layer.
  3. To enable the Action Code to display in the Agent Interface, configure the agent-status.enabled-actions-global option in the interaction-workspace section of the Workspace Application object (refer to the Agent status configuration option reference for a list of agent status options and a description of how to configure them).
  4. Configure the Workspace agent-status.not-ready-reasons option to include the value that is specified in the Action Code (refer to the Agent status configuration option reference). Not-Ready Reasons are displayed in the order that is defined by the value of the agent-status.not-ready-reasons option. If no value is specified for the agent-status.not-ready-reasons option, the default behavior is to display all Not-Ready Reasons that are defined and enabled in the Action Code folder.

End

Purpose: To enable agents to use the Accessibility features of Workspace.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • An Workspace Application object exists in the Configuration Database.
Start
  1. In Genesys Administrator, open the Workspace Application.
  2. Select the Options tab.
  3. In the interaction-workspace section, configure the following option value:
  4. In the interaction-workspace section, configure the following option values to add sounds to specific interface events:

End

Purpose: To enable the security features of Workspace.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • An Workspace Application object exists in the Configuration Database.
Start
  1. In Genesys Administrator, open the Workspace Application.
  2. Select the Options tab.
  3. Configure any of the following options in the Security section:
  4. Configure any of the following options in the sipendpoint section:
  5. Configure any of the following options in the log section:

End

Purpose: To enable the use of corporate favorites in the Team Communicator.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View.
  • A working knowledge of Genesys Administrator 8.
  • An Workspace Application object exists in the Configuration Database.
Start
  1. In Genesys Administrator, open the Workspace Application.
  2. Select the Options tab.
  3. Create a new section and name it with the name of the Corporate Favorite that you want to create.
  4. Configure the new Corporate Favorite section to be one of the following types:
    • Agent
    • Agent Group
    • Skill
    • Queue
    • Interaction Queue
    • Routing Point
    • Custom Contact
    The Table Corporate Favorite Options by Type defines the Corporate Favorite types and the mandatory options.
  5. Corporate Favorite Options by Type
    Type Options Mandatory Valid values Example
    Agent type Yes Agent Agent
    id Yes <user name of the agent> User123
    category Yes <a semicolon-separated list of category names> CorporateCategory1;FavoriteAgents
    Agent Group type Yes AgentGroup AgentGroup
    id Yes <name of the agent group> Agent Group Meridian
    category Yes <a semicolon-separated list of category names> CorporateCategory1;FavoriteAgents
    Skill type Yes Skill Skill
    id Yes <name of the skill> French
    category Yes <a semicolon-separated list of category names> French Speaking Agents; Mandarin Speaking Agents
    Queue type Yes Queue Queue
    id Yes DN number in the following format <DN>@<SwitchName> 123@MySwitch
    category Yes <a semicolon-separated list of category names> CorporateCategory1;FavoriteAgents
    Interaction Queue type Yes InteractionQueue InteractionQueue
    id Yes <script name of the interaction queue> 123@MySwitch
    category Yes <a semicolon-separated list of category names> CorporateCategory1;FavoriteAgents
    Routing Point type Yes RoutingPoint RoutingPoint
    id Yes DN number in the following format <DN>@<SwitchName> 123@MySwitch
    category Yes <a semicolon-separated list of category names> CorpRoutingPoint
    Custom Contact type Yes CustomContact CustomContact
    category Yes <a semicolon-separated list of category names> External Resources
    firstname No <any string> First
    lastname No <any string> External
    phonenumber Yes (one or both) <a semicolon-separated list of phone numbers> +1555234567890;+555123454321
    emailaddress <a semicolon-separated list of e-mail addresses> external1@mail.dom; external2@mail.dom
  6. Configure the following options in the interaction-workspace section of agent, agent group, tenant, and/or application annexes:
    • teamcommunicator.corporate-favorites — The list of corporate favorites (quick dial favorites) that are configured in Configuration Server for an Agent, Agent Group, Skill, Routing Point, Queue, Interaction Queue, or Custom Contact in the same tenant as the agent. Favorites that are configured at the agent level take precedence over those that are configured at the agent group level, which take precedence over the tenant level, which takes precedence over the application level.
    • teamcommunicator.corporate-favorites-file — The name and the path to an XML file that contains a list and definition each corporate favorite. The path can be relative to the Workspace working directory (for example: Favorites\CorporateFavorites.xml) or an absolute path (for example: C:\PathToFavorites\CorporateFavorites.xml).
  7. Tip
    The list of corporate favorites can be defined by the teamcommunicator.corporate-favorites options or by using the teamcommunicator.corporate-favorites field in an XML file. If the valid list of corporate favorites is defined by an XML file, it will be used to display the corporate favorites, otherwise, the teamcommunicator.corporate-favorites option is used.
  8. To enable each interaction to have an independent list of corporate favorites that are dynamically loaded into the corporate favorites in the team communicator view of the current interaction, configure the following options:
    1. Configure a Transaction object of type list. For example, you could configure a Transaction object that is named: IW_CorporateFavoritesOverrideOptions.
    2. In the interaction-workspace section configure the teamcommunicator.corporate-favorites option to a value such as fav1 as described in the previous steps.
    3. To the interaction.override-option-key option in the interaction-workspace section, set a valid key name, for example IW_OverrideOptions.
    4. Add the Transaction object name to the AttachedData in your strategy. In this example, set the value of IW_OverrideOptions to IW_CorporateFavoritesOverrideOptions.

    Refer to the Modifying a Routing Strategy to Override Workspace Options, Based on Attached Data section for a general description of this mechanism.

    Tip
    The list of corporate favorites by interaction can be defined by the teamcommunicator.corporate-favorites options or by using an XML file. If the valid list of corporate favorites is defined by an XML file, it will be used to display the corporate favorites, otherwise, the teamcommunicator.corporate-favorites option is used.

End

Corporate Favorites Sample XML

The following is a example of an XML file that is used to define corporate favorites:

  <?xml version="1.0" encoding="utf-8"?>
    <options>
    <interaction-workspace>
      <teamcommunicator.corporate-favorites>fav2;fav3</teamcommunicator.corporate-favorites>
    </interaction-workspace>
    <fav3>
      <category>Partners</category>
      <type>Agent</type>
      <id>Jim</id>
    </fav3>
    <fav2>
      <category>CorporatePartners;Partners2</category>
      <type>Agent</type>
      <id>John</id>
    </fav2>
    <fav4CustomContact>
      <category>CorporatePartners</category>
      <type>CustomContact</type>
      <firstname>Bob</firstname>
      <lastname>Davis</lastname>
      <phonenumber>+12121231234;+18001231234</phonenumber>
      <emailaddress>bob@genesys.com;sales@genesys.ca</emailaddress>
    </fav4CustomContact>
    <fav5RoutingPt>
      <type>RoutingPoint</type>
      <category>RoutingPoint</category>
      <id>122@LucentG3</id>
    </fav5RoutingPt>
    <fav6AgentGroup>
      <category>CorpAgentGroup</category>
      <type>AgentGroup</type>
      <id>Agent Group Meridian</id>
    </fav6AgentGroup>
    <fav7Skill>
      <category>CorpSkill</category>
      <type>Skill</type>
      <id>Email-QualityConfidencePercentageSkill</id>
    </fav7Skill>
    <fav8ACDQueue>
      <category>CorpACDQueue</category>
      <type>Queue</type>
      <id>8000@1LucentG3</id>
    </fav8ACDQueue>
    <fav9IxnQueue>
      <category>CorpIxnQueues</category>
      <type>InteractionQueue</type>
      <id>route-to-agent-group-8002</id>
    </fav9IxnQueue>
  </options>


This page was last modified on February 1, 2016, at 06:41.

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