Jump to: navigation, search

Email options

[Modified: 8.5.100.05, 8.5.104.15, 8.5.105.12, 8.5.113.11, 8.5.114.08, 8.5.115.17, 8.5.116.10, 8.5.119.05, 8.5.127.06]

email.attachment-download-timeout

  • Default Value: 20
  • Valid Values: -1, 1 to 3600
  • Changes take effect: Immediately.
  • Description: Specifies the maximum duration, in seconds, that an attachment will be allowed to download. The value -1 means that there is no maximum time.

email.auto-answer

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether an email interaction is accepted automatically when an Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.auto-answer.enable-reject

[Added: 8.5.105.12]

email.auto-answer.timer

[Added: 8.5.105.12]

  • Default Value: 0
  • Valid Values: Any integer greater than or equal to 0.
  • Changes take effect: At the next interaction.
  • Description: Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of email.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.can-change-text-direction

[Added: 8.5.127.06]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the Right-to-left Text Direction and Left-to-right Text Direction buttons are enabled in the outbound email editor. Agents can use these buttons to change the text field to left-to-right (LTR) script or right-to-left (RTL) script. This means that an email can have a mix of both LTR and RTL scripts. Enabling the option is not mandatory if agents are working exclusively in LTR or RTL scripts.

email.default-queue

  • Default Value: ""
  • Valid Values: A valid name of a Script of type Interaction Queue.
  • Changes take effect: At the next interaction.
  • Description: Specifies the Interaction queue in which new or reply outbound emails are submitted.

email.forward.enable-cc-addresses

[Added: 8.5.104.15]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether it is possible to add cc addresses when forwarding an inbound email as an attachment to an external resource.

email.forward.enable-instructions

[Added: 8.5.104.15]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether it is possible for agents to add instructions when forwarding an inbound email as an attachment to an external resource.

email.forward.enable-multiple-to-addresses

[Added: 8.5.104.15]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether it is possible to forward an inbound email as an attachment to multiple external resources.

email.forward-queue

  • Default Value: ""
  • Valid Values: The name of a valid Script of type Interaction Queue.
  • Changes take effect: Immediately.
  • Description: Specifies the Interaction Queue in which inbound emails are placed when an agent forwards an inbound email as an attachment to an external resource.

email.from-addresses

[Modified: 8.5.115.17]

  • Default Value: $EMAILSERVER$
  • Valid Values: $EMAILSERVER$ or any valid Business Attributes object name. [Modified: 8.5.115.17]
  • 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 available from addresses of Email interactions. The value $EMAILSERVER$ specifies that from addresses are populated from the POP client sections of Email Server applications. The $EMAILSERVER$ value is applicable only if the Workspace Application object has a connection configured to an Interaction Server to which the Email Server is also connected. Note that this is not the case when Workspace connects to Interaction Server Proxies dedicated to Agents. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. [Added: 8.5.115.17]

email.html-format

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether or not the format of a new outbound email is html or plain text. When set to true, new email will be formatted in HTML.

email.include-original-text-in-reply

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the text of the original inbound email is included in the outbound reply email. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.include-standard-response-subject-on-insert

[Added: 8.5.100.05]

  • Default Value: false
  • Valid Values: true,false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the subject of the Standard Response that is selected by the agent is included in the email subject when an agent inserts the Standard Response in the email interaction.

email.inline-forward-prefix

[Added: 8.5.113.11]

  • Default Value: Fwd:
  • Valid Values: Any text.
  • Changes take effect: Immediately
  • Description: Specifies the prefix, if any, that is added at the beginning of the subject of the original email to be forwarded. Does not apply to emails forwarded as an attachment.

email.inline-forward-queue

[Added: 8.5.113.11]

  • Default Value: ""
  • Valid Values: Name of a valid Script of type Interaction Queue
  • Changes take effect: Immediately.
  • Description: Specifies the Interaction Queue in which outbound emails created for in-line forwarding are placed when agents click Complete Forward.

email.mandatory-subject

[Added: 8.5.119.05]

  • Default Value: false
  • Valid Values: true, false, prompt
  • Changes take effect: At next attempt to send an email.
  • Description: Specifies whether the subject of an outbound email must be specified to enable the Send operation.
    • false: No control is applied on the content of the subject field.
    • true: Email sending cannot be completed until the subject field is not empty. An error message is displayed.
    • prompt: If the subject is empty, a confirmation box is displayed to prompt the agent to add a subject or proceed with sending without a subject.

email.max-attachments-size

  • Default Value: 0
  • Valid Values: A positive integer.
  • Changes take effect: At the next interaction.
  • Description: The total maximum number of megabytes of files that agents can attach to an outbound email interaction. An error message is displayed to the agent if the total number of megabytes for all attached files exceeds this value. The value 0 means that there is no restriction.

email.move-inbound-to-in-progress-workbin-on-reply

  • Default Value: false
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: If the value of this option is set to true, when an agent replies or replies-all to an inbound email interaction that is stored either in a personal in-progress or a shared workbin or in the Contact History, the inbound email interaction is moved to the workbin that is configured as the in-progress workbin (refer to the workbin.email.in-progress option).

email.outbound-queue

  • Default Value: ""
  • Valid Values: Name of a valid Script of type Interaction Queue.
  • Changes take effect: Immediately.
  • Description: Specifies the Interaction Queue in which outbound emails are placed when agents click Send or Send Interim. This option is used only when Interaction Workflow does not set Queue for New Interactions, when it is routing inbound emails to agents.

email.outbound.editable-bcc-addresses

[Added: 8.5.114.08]

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies if an agent can add Bcc addresses to a new or reply or forward outbound email, or can edit the list of existing Bcc addresses added by another agent in a previous draft of a new or reply or forward outbound email. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-cc-addresses

[Added: 8.5.114.08]

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies if an agent can add Cc addresses to a new or reply or forward outbound email, or can edit the list of existing Cc addresses of a reply-all outbound email populated by Workspace. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-to-addresses

[Added: 8.5.114.08]

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies if an agent can edit the list of To addresses of a reply or reply-all outbound email populated by Workspace. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.prompt-for-done

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies if the application prompts a confirmation message when the user clicks Done. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.pull-from-history-isenabled

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether it is possible to pull an Email interaction from Contact History. This option is applicable only if at least one of the following privileges has been granted to the agent: Contact - Can Pull From Queue, Contact - Can Pull Interactions In Shared Workbins, and Contact - Can Pull Interactions In Workbins Not Owned By The User.

email.qa-review-dispositions-business-attribute

  • Default Value: ""
  • Valid Values: A valid name of a Business Attribute.
  • 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 to populate the E-Mail QA Review Dispositions drop-down button (on the reviewer's desktop). This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.quote-char

  • Default Value: >
  • Valid Values: Any valid character string.
  • Changes take effect: Immediately.
  • Description: For outbound email that is formatted as plain text, specifies the characters that are used to quote the contents of the inbound email interaction in the outbound email interaction body.

email.quote-header

  • Default Value: On <date>, <contact> wrote:
  • Valid Values: Any valid character string.
  • Changes take effect: Immediately.
  • Description: Specifies the character string that is used to introduce the quoted inbound email content in the body of the outbound email. The following tags can be used: <contact>, <date>. These tags are replaced respectively by the contact name and the date and time of the interaction when they appear in the outbound email.

email.reply-format

  • Default Value: auto
  • Valid Values: Select a value from the following list: auto, html, plain-text
  • Changes take effect: At the next interaction.
  • Description: Specifies the format of an outbound email reply.
    • auto--Outbound email reply format is the same as corresponding inbound email.
    • html--Outbound email reply format is forced to HTML.
    • plain-text--Outbound email reply format is forced to plain text.

email.reply-prefix

[Modified: 8.5.116.10]

  • Default Value: Re:<SPACE>
  • Valid Values: Any valid character string.
  • Changes take effect: Immediately.
  • Description: Specifies the reply-prefix that is added to subject of the inbound email.
    • This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. The routing strategy can be used to identify the language of the email interaction and the reply prefix used by customers, and then to apply the same prefix to contact center replies in the email thread [Added: 8.5.116.10].
    • Workspace removes multiple reply prefixes and appends either the prefix specified by the routing strategy, the prefix specified by this option, or the default prefix if no prefix is configured [Added: 8.5.116.10].
    • Workspace only adds the reply prefix at the beginning of the subject if one does not already exist [Added: 8.5.116.10].
    • Agents can manually edit the subject prefix of a reply email interaction.

email.restricted-attachment-file-types

  • Default Value: ""
  • Valid Values: A comma-separated list of file extensions that represent file types that are to be restricted. For example, use txt to restrict plain-text files, htm to restrict HTML files, and so on.
  • Changes take effect: At the next interaction.
  • Description: Specifies the list of file extensions that represent file types that are to be prevented from being used as attachments. An error message is displayed to an agent who tries to attach a file of a restricted type.

email.ringing-bell

  • 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 Email 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. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  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.

email.set-ownerid-on-send

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the owner id of the interaction should be updated with the dbid of the agent when the email is sent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.signature

  • Default Value: ""
  • Valid Values: file: followed by the file name and path or response: followed by the response path in the Standard Response Library.
  • Changes take effect: At the next interaction.
  • Description: Specifies the type and the location of the signature template, defined in Knowledge Manager or eServices Manager, that is to be added to outbound email interactions. For example, file:Signatures\Signature.txt
    The value has two components that are separated by the character ':', type and location.
  1. The type of signature file:
    1. file to specify a file
    2. response to specify a response from the Standard Response Library
  2. The location of the signature template:
    1. The file name and folder relative to the application folder
    2. The response name and full path of the parent category in the Standard Response Library
  3. The specified Standard Response can contain the following field codes:
    • <$Agent.FirstName$>
    • <$Agent.LastName$>
    • <$Agent.FullName$>

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

email.toast-information-key

  • Default Value: Subject
  • Valid Values: Any valid character string.
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the Information area is displayed in the email interaction notification. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on October 26, 2018, at 06:33.