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Voice Options

voice.auto-answer

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: Specify whether a voice interaction is automatically answered when a TServer Ringing event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.dtmf-inactivity-typing-timeout

  • Default Value: 500
  • Valid Values: Any positive integer.
  • Changes take effect: At the next interaction.
  • Description: Defines the inactivity duration, in milliseconds, after which any buffered digits will be sent. A value of 0 means that each digit will be sent individually.

voice.enable-init-conference

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the Initiate Transfer and Initiate Conference functions are displayed as separate actions to the Agent in the Consultation area. When this option is set to false, the single menu item Start Voice Consultation is displayed. This menu item triggers the Initiate Transfer function.

voice.mark-done-on-release

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: Specify if an interaction should be closed automatically if a TServer Release event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.nb-max-independent-calls

Added: 8.5.000.xx
  • Default Value: 0
  • Valid Values: 0 or any positive integer.
  • Changes take effect: When the application is started or restarted.
  • Description: Specifies that an agent cannot place a new, independent call if the number of active calls is equal to or greater than the specified value. If the value 0 is specified, the agent is not prevented by Workspace from placing new calls; instead, the back-end system controls this behavior. This option does not affect consultation calls that are placed on top of voice calls.

voice.one-step-trsf-mode

  • Default Value: default
  • Valid Values: At least one item from the list: default, single-step-transfer, mute-transfer
  • Changes take effect: When the application is started or restarted.
  • Description: Specifies the type of one-step transfer. If you specify default, the one-step transfer operation is single-step-transfer, if it is supported by your switch, or mute-transfer, if one-step transfer is not supported by your switch.

voice.prompt-for-end

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether Workspace displays a confirmation message when the agent clicks End during a phone call.
    This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.ringing-bell

Modified: 8.5.000.xx
  • Default Value: Sounds\Ring.mp3|10|-1|primary
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. All special characters that are valid Windows file names.
  • Changes take effect: At the next interaction.
  • Description: Specify the Voice channel ringing sound configuration string, for example: Sounds\Ring.mp3|10|-1|primary
    The value has four components that are separated by the character '|':
  1. The file name and folder relative to the application folder.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.
This page was last edited on May 23, 2014, at 17:53.

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