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contact.ucs-interaction.<media-type>.use-server-date

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


Specifies for the specified <media-type> whether Workspace sets the start and end dates of interactions by using the time of the local agent workstation, or uses the date and time specified by Universal Contact Server (UCS) when it creates or updates an interaction record in UCS.

Use this option as a template and modify its name by replacing the <media-type> by an actual media type defined in Management Framework.

Note: Depending on which UCS version you are using, setting this option to ‘true’ might generate an additional request to UCS when ‘mark done’ is set.

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

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


Activates the Workspace feature that looks up the history of existing interactions of the given <media-type> in Universal Contact Server (UCS) in order to update their content and status according to live interaction lifecycle.

Note: For the media type 'email', the value of this option is forced to true.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

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

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


Activates the Workspace feature that generates the interaction history in Universal Contact Server (UCS) based on the inbound and outbound interactions of type <media-type> handled by Workspace.
Note: The option is forced to the value false for the media-types email, chat, and smssession, as Media Server is responsible for submitting those interactions in UCS.
This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
This option replaces contact.ucs-interaction.enable

contact.timeout-delay

Section: interaction-workspace
Default Value: 60
Valid Values: An integer from 1 through 3600.
Changes Take Effect: When the application is started or restarted.


The delay, in seconds, before a UCS request times out.

contact.threading-ucs-interaction.enable

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


Activates the Workspace feature that associates interactions that are submitted during multi-channel contact communication, such as smssession, in threads in Universal Contact Server history.

contact.myhistory-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the My History view. Refer to Deployment Guide for the list of interaction attributes

contact.myhistory-displayed-columns-treeview

Section: interaction-workspace
Default Value: Status,Subject,StartDate
Valid Values: A comma-separated value list of interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.110.13

Specifies the list of interaction attributes that are displayed in the tree view of the My History view, for example: Status, Subject, StartDate, EndDate.

contact.myhistory-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the list of interaction attributes that are displayed in the 'My History' view, for example: Status, Subject, StartDate, EndDate.

contact.myhistory-default-time-filter-main

Section: interaction-workspace
Default Value: 1W
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the application is started or restarted.


Specifies which Time Filter is selected by default in the 'My History' view when an agent accesses the main history data source.

  • All: all interactions from Main UCS Data Base.
  • 1M: interactions from Main UCS Data Base that were created less than 1 month ago.
  • 1W: interactions from Main UCS Data Base that were created less than 1 week ago.
  • 1D: interactions from Main UCS Data Base that were created less than 1 day ago.

contact.multiple-value-attributes

Section: interaction-workspace
Default Value: EmailAddress,PhoneNumber
Valid Values: A comma separated value list of Attribute Value names that correspond to contact field names.
Changes Take Effect: When the application is started or restarted.


A list of contact attributes that can support multiple values.

contact.metrics.time-frame-customer-notification

Section: interaction-workspace
Default Value: 1
Valid Values: An integer value meaning a number of days. If set to 0, no metrics area .
Changes Take Effect: When the application is started or restarted.


Specifies the search timeframe, in days, from which existing open and closed interactions are to be reported. If the value is set to 0, the feature is disabled. If the value is set to a number that is greater than 0, the feature that displays in the Interaction Search view the number of interactions that were sent or received by the contact for the specified number of days is activated.

contact.metrics.enable-interactions-in-progress

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


Activates the Workspace features that display the number of eServices interaction that are in progress in the current contact history.

contact.mandatory-attributes

Section: interaction-workspace
Default Value: FirstName,LastName
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the application is started or restarted.


The list of Contact fields that must be completed for a contact.

contact.lookup.voice.use-dialed-phone-number

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


When the value of this option is set to true, Workspace executes the Universal Contact Server (UCS) Contact Look-up request using the normalized value of the number that was manually dialed by the agent.

Note: The normalized phone number is the string that results from the execution of the logic that is configured by the expression.phone-number.supported-characters option and before the dial-plan-rule-<name> is applied. When the value is set to false, Workspace applies the Contact Look-up with the phone number that is returned by the T-Server in the EventDialing, which can contain the string transformed by the execution of the dialing rules.

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

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


When contact lookup is enabled in the context of the current interaction, this option specifies that the Universal Contact Server (UCS) can create a contact if the initial search cannot find any existing contact.
This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

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: Immediately.


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 Overriding Options by Using a Routing Strategy.
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.

contact.lookup.<media-type>.auto-assign-mode

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect:
Dependencies: contact.lookup.<media-type>.enable
Introduced: 8.5.117.18

Specifies contact lookup behavior if Contact lookup is enabled for the specified media type.

  • true: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contact in the UCS database, the first one is assigned to the interaction automatically.
  • false: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contacts, these are displayed in the Contact view of the interaction and the agent must either select one, search for a different contact, or create a new contact.
    This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

contact.lookup.enable-create-contact

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.
Dependencies: contact.lookup.enable

When option contact.lookup.enable is set to true, this option specifies that the Universal Contact Server (UCS) can create a contact if the initial search cannot find any existing contact.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Note: This option is taken into account only when attached data 'IdentifyCreateContact' is not set in the interaction and the contact.lookup.-media-type-zenable-create-contact option is not defined for the applicable media type.

contact.lookup.enable

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


Activates the Workspace features that rely on the Universal Contact Server (UCS) for contact lookup when an interaction is presented to the Agent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

This option is taken into account only when attached data 'IdentifyCreateContact' is not set in the interaction and the contact.lookup.<media-type>.enable option is not defined for the applicable media type.

contact.lookup.auto-assign-mode

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction
Dependencies: contact.lookup.enable
Introduced: 8.5.117.18

Specifies contact lookup behavior if the value of contact.lookup.enable is set to true.

  • true: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contact in the UCS database, the first one is assigned to the interaction automatically.
  • false: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contacts, these are displayed in the Contact view of the interaction and the agent must either select one, search for a different contact, or create a new contact.
    This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

contact.last-called-agent.<media-type>.enable

Section: interaction-workspace
Default Value: true
Valid Values: true,false
Changes Take Effect: Immediately.


This option can be used as a template to a create a media specific option. When set to true, the attributes LastCalledAgent_EmployeeID, LastCalledAgent_TimeStamp, LCA_EmplID_<interaction-media-type> and LCA_TimeStamp_<interaction-media-type> of the contact are set in contact profile 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 Overriding Options by Using a Routing Strategy.
Note: This option overwrites the contact.last-called-agent.enable option.
Use the 'voice-campaign' media-type to define the lookup behavior in the context of outbound campaign interactions.

contact.last-called-agent.enable

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


When set to true, the the attributes LastCalledAgent_EmployeeID, LastCalledAgent_TimeStamp, LCA_EmplID_<interaction-media-type> and LCA_TimeStamp_<interaction-media-type> of the contact are set in contact profile when an interaction is presented to the Agent.
This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
Note: This option is taken into account only when the option 'contact.last-called-agent.<media-type>.enable' is not defined for the applicable media type.

contact.history-search-attribute-group.<group-name>

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies a group of History search attributes.
Use this option as a template and modify its name by replacing the <group-name> by an actual name of group that will appear in Advanced Search mode of 'Contact History', 'My History' and 'Interaction Search' views.
You can define a localizable display name to this group by creating the key 'Contacts.InteractionSearchView.Group.<group-name>' in any dictionary file of the corresponding language and assigning it a 'String' attribute containing the display name.

contact.history-search-attributes

Section: interaction-workspace
Default Value: Status,StartDate,EndDate,Subject
Valid Values: A comma-separated value list of Interaction attributes.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15

Specifies the list of interaction attributes that an agent can use in the 'Advanced Search' mode of 'Contact History', 'My History' and 'Interaction Search' views.

contact.history-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Contact History' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.history-displayed-columns-treeview

Section: interaction-workspace
Default Value: Status,Subject,StartDate
Valid Values: A comma-separated value list of contact history items to display in the threaded view of interactions, for example: Status,Subject,StartDate,EndDate,OwnerId
Changes Take Effect: When the application is started or restarted.


Specifies the list of contact history items that are displayed in the threaded view of interactions.

contact.history-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate,OwnerId
Valid Values: A comma-separated value list of contact history items to display in the Interaction Search view -- for example: Status,Subject,StartDate,EndDate,OwnerId.
Changes Take Effect: When the application is started or restarted.


Specifies the list of contact history items that are displayed in the Interaction Search view.

contact.history-default-time-filter-main

Section: interaction-workspace
Default Value: 1M
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the application is started or restarted, or at the next interaction.


Specifies which Time Filter is selected by default in the 'Contact History' view when an agent accesses the main history data source.

  • All: all interactions from Main UCS Data Base.
  • 1M: interactions from Main UCS Data Base that were created less than 1 month ago.
  • 1W: interactions from Main UCS Data Base that were created less than 1 week ago.
  • 1D: interactions from Main UCS Data Base that were created less than 1 day ago.

contact.history-custom-attribute-values.<attribute-name>

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies a list of attribute value names that are used to create a drop-down menu that contains valid values of custom interaction attributes in the Advanced Search mode of Contact History, My History, and Interaction Search views. Use this option as a template, modifying its name by replacing <attribute-name> by the name of an interaction attribute configured to be displayed in the Advanced Search view. You can define a display name that can be localized to each of the possible values of this interaction attribute by creating the key Contacts.ContactDirectoryView.CustomAttribute.<custom-attribute-name>.<attribute-value-name> in any dictionary file of the corresponding language and assigning it a "Content" attribute that contains the display name.

contact.history-advanced-default

Section: interaction-workspace
Default Value: Status,StartDate
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15, 8.5.112.08

Specifies the list of interaction attributes that are presented by default in the advanced search form of the Contact History, My History and Interaction Search views. Once an agent has personalized the list of advanced search attributes, the personalized list of attributes takes precedence over this option in subsequent sessions (8.5.112.08 and higher).

contact.history.media-filters

Section: interaction-workspace
Default Value: voice,email,chat,sms
Valid Values: A comma-separated value of valid media type names including: voice,email,chat,sms,facebook,facebooksession,facebookprivatemessage,twitter,twitterdirect
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15, Social Media Plugin 9.0.002.05

Specifies the list of media types that can be used to filter the 'Contact History', 'My History', and the result list of 'Interaction Search'.

contact.history.highlight-current-interaction

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction
Introduced: 8.5.117.18

Specifies whether the current interaction is highlighted in the interactions list or tree of the Contact History view.

contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

contact.history-custom-attributes-search-types

Section: interaction-workspace
Default Value: is
Valid Values: is, begins-with
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.136.07

Specifies whether an 'exact match' (is) or a 'starts with' (begins-with) mode is applied when an agent makes an interaction search with a custom attribute.

contact.history-auto-append-star-to-search

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next search
Introduced: 8.5.117.18

Specifies whether an asterisk ("*") character is automatically appended to a History keyword search to force a starts with search. When searching in languages, such as Chinese or Japanese, set this option to false and set up a CJK Analyzer in Universal Contact Server.

contact.editable-attributes

Section: interaction-workspace
Default Value: $All$
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the application is started or restarted.
Dependencies: contact.displayed-attributes
Introduced: 8.5.101.14

The list of Contact attributes that can be changed by Agent. 'Contact - Can Edit Contact' privilege must be granted. A comma-separated value list of Attribute Value names that correspond to contact field names: either $All$ or one or more of the values that are defined by the contact.displayed-attributes option. If this option is left blank (""), no fields are editable.

contact.displayed-attributes

Section: interaction-workspace
Default Value: Title,FirstName,LastName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the application is started or restarted.


The list of Contact fields that are displayed when a Contact record is rendered.

contact.directory-search-types

Section: interaction-workspace
Default Value: begins-with,is
Valid Values: A comma separated list of values of strings from this list: contains, begins-with, is.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.110.13

The list of search types that are available for the agent to use to search the contact database in advanced mode. Specifying the value 'contains' may have a performance impact on Universal Contact Server.

contact.directory-search-attributes

Section: interaction-workspace
Default Value: LastName,FirstName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names that correspond to searchable contact field names.
Changes Take Effect: When the application is started or restarted.


The list of Contact fields that can be used as search parameters

contact.directory-permissions.<ContactAttributeName>

Section: interaction-workspace
Default Value:
Valid Values: In a key, a valid searchable contact attribute name. In a value, a comma-separated list of strings applicable to the specified contact attribute.
Changes Take Effect: At the next contact search.


This option can be used as a template to specify a contact attribute name (in a key) and the associated values (in a value) that is used to restrict the access of specific agents to the Contact Directory view. Modifies the search logic whenever the Application, Tenant, Agent Group, or Agent makes a contact search request based on a set of attribute values that are configured for contacts in your Universal Contact Server database. Refer to the Restricted Access section for information about how to configure this option.

contact.directory-enabled-modes

Section: interaction-workspace
Default Value: ListView,GridView
Valid Values: A comma-separated value list of views from the following list: ListView, GridView.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.105.12

Specifies which view of the Contact Directory can be selected.

  • ListView: Quicker search performance and tokenized search items, but no sort on the result. This view can be enabled only if the 'Contact' index is activated in UCS.
  • GridView: Results are sortable result, but the search is less powerful, and the search items are non-tokenized.

contact.directory-displayed-columns

Section: interaction-workspace
Default Value: LastName,FirstName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names corresponding to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the application is started or restarted.


The list of contact fields displayed when the results of a contact search is rendered.

contact.directory-default-mode

Section: interaction-workspace
Default Value: ListView
Valid Values: A value from the following list: ListView, GridView
Changes Take Effect: Immediately.


Specifies which view of the Contact Directory is displayed by default.

  • ListView: Quicker search performance and tokenized search items, but no sort on the result.
  • GridView: Results are sortable result, but the search is less powerful, and the search items are non-tokenized.

contact.directory-auto-append-star-to-search

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect:
Introduced: 8.5.117.18

Specifies whether an asterisk ("*") character is automatically appended to a Contact Directory keyword search to force a starts with search. When searching in languages, such as Chinese or Japanese, set this option to false and set up a CJK Analyzer in Universal Contact Server.

contact.directory-advanced-default

Section: interaction-workspace
Default Value: LastName,PhoneNumber
Valid Values: A comma-separated value list of Attribute Value names that correspond to searchable contact field names.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.112.08

Specifies the list of contact attributes that are presented by default in the advanced search form of the Contact Directory view. Once an agent has personalized the list of advanced search attributes the personalized list of attributes takes precedence over this option in the subsequent sessions (8.5.112.08 and higher).

contact.default-directory-page-size

Section: interaction-workspace
Default Value: 10
Valid Values: An integer from 1 through 50.
Changes Take Effect: When the application is started or restarted.
Dependencies: contact.available-directory-page-size

The default value for the number of rows per page in the Contact Directory search result view. The value must be defined in the contact.available-directory-page-size option.

contact.date-search-types

Section: interaction-workspace
Default Value: On,OnOrAfter,Before,Between
Valid Values: Select at least one from the list.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

The list of search types that are available for the agent to use to search the contact database by date.

contact.cache-timeout-delay

Section: interaction-workspace
Default Value: 600
Valid Values: An integer from 1 through 3600.
Changes Take Effect: When the application is started or restarted.


The delay, in seconds, before the cache of the result of a Universal Contact Server request is cleared.

contact.available-directory-page-sizes

Section: interaction-workspace
Default Value: 5,10,25,50
Valid Values: A comma-separated list of numbers that define the number of rows per result page from which the agent can make selections.
Changes Take Effect: When the application is started or restarted.


The possible values for number of rows per page in the Contact Directory search result view.

contact.all-interactions-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Interaction Search' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.all-interactions-displayed-columns-treeview

Section: interaction-workspace
Default Value: Status,Subject,StartDate
Valid Values: A comma-separated value list of interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.126.07

Specifies the list of interaction attributes that are displayed in the tree view of the Interaction Search view, for example: Status, Subject, StartDate, EndDate

contact.all-interactions-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of interaction attribute names from the following list: Subject, Status, ContactId, StartDate, OwnerId, EndDate, and custom attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the list of interaction attributes that are displayed in the result list of the Interaction Search view, for example: Status, Subject, StartDate, EndDate

contact.all-interactions-default-time-filter-main

Section: interaction-workspace
Default Value: 1W
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies which Time Filter is selected by default in the Interaction Search view.

  • All — All interactions from Main UCS Data Base.
  • 1M — Interactions from Main UCS Data Base that were created less than 1 month ago.
  • 1W — interactions from Main UCS Data Base that were created less than 1 week ago.
  • 1D — interactions from Main UCS Data Base that were created less than 1 day ago.

Contact options

Tip
For the most up to date Workspace Desktop Edition configuration options, see the Genesys Configuration Option Database.
This page was last edited on February 20, 2020, at 15:24.

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