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printing.use-print-preview

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


Specifies whether a print preview is shown when the user request to print a document. If set to true the Print Preview window is displayed when an agent clicks Print. If set to false the standard system print dialog box is displayed.

keyboard.shortcut.interaction.email.forward

Section: interaction-workspace
Default Value:
Valid Values: The name of a key or a key combination that begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the application is started or restarted.


A valid shortcut key to forward an email as an attachment. For example: F1, Ctrl+Alt+V, Ctrl+Shift+Alt+V.

email.forward.enable-instructions

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

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-cc-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to add cc addresses when forwarding an inbound email as an attachment to an external resource.

email.forward.enable-multiple-to-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to forward an inbound email as an attachment to multiple external resources.

email.forward-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.


Specifies the Interaction Queue in which inbound email interactions are placed when an agent forwards an inbound email interaction as an attachment to an external resource.

email.forward.enable-instructions

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

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-cc-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to add cc addresses when forwarding an inbound email as an attachment to an external resource.

email.forward.enable-multiple-to-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to forward an inbound email as an attachment to multiple external resources.

general.gad.attached-data

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


Specifies whether attached data keys are added. If this option is set to true, Workspace adds to the attached data the equivalent of GAD Keys. In the case in which routing base is used, Workspace adds the following keys: GD_TransferTargetType,GD_TransferTargetId

general.gad.attached-data

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


Specifies whether attached data keys are added. If this option is set to true, Workspace adds to the attached data the equivalent of GAD Keys. In the case in which routing base is used, Workspace adds the following keys: GD_TransferTargetType,GD_TransferTargetId

general.gad.attached-data

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


Specifies whether attached data keys are added. If this option is set to true, Workspace adds to the attached data the equivalent of GAD Keys. In the case in which routing base is used, Workspace adds the following keys: GD_TransferTargetType,GD_TransferTargetId

keyboard.shortcut.interaction.email.inline-forward

Section: interaction-workspace
Default Value:
Valid Values: The name of a key or a key combination that begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11

The combination of keys that can be used as a keyboard shortcut to forward an email to an external resource. Does not apply to Forwarding email as an attachment.

email.inline-forward-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

Specifies the Interaction Queue in which outbound emails created for in-line forwarding are placed when agents clicks Complete Forward.

email.inline-forward-prefix

Section: interaction-workspace
Default Value: Fwd:
Valid Values: Any valid character string.
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

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

email.inline-forward-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

Specifies the Interaction Queue in which outbound emails created for in-line forwarding are placed when agents clicks Complete Forward.

email.inline-forward-prefix

Section: interaction-workspace
Default Value: Fwd:
Valid Values: Any valid character string.
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

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

email.restricted-attachment-file-types

Section: interaction-workspace
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.


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.max-attachments-size

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer. 0 means no maximum.
Changes Take Effect: At the next interaction.


The total maximum number of megabytes of files that agents can attach to an outbound e-mail 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.attachment-download-timeout

Section: interaction-workspace
Default Value: 20
Valid Values: An integer value between -1 and 3600.
Changes Take Effect: Immediately.


Defines the maximum duration, in seconds, of the download of an attachment. The value -1 means that there is no maximum time.

email.signature

Section: interaction-workspace
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.


Specifies the type and the location of the signature template, defined in Knowledge Manager or eServices Manager, that is to be added to outbound emails. 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.outbound.editable-bcc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Bcc addresses to a new or reply or forward outbound e-mail or edit the list of existing Bcc addresses that would have been added by another agent in a former draft edition of the new or reply or forward outbound e-mail. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-cc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Cc addresses to a new or reply or forward outbound e-mail or edit the list of existing Cc addresses of a reply outbound e-mail populated by Workspace at the time the agent clicked 'reply all'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-to-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can edit the list of 'To' addresses of a Reply Outbound E-Mail that is populated by Workspace at the time the agent clicked 'reply' or 'reply all'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.from-addresses

Section: interaction-workspace
Default Value: $EMAILSERVER$
Valid Values: A valid Business Attribute name or $EMAILSERVER$.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.115.17

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.

email.signature

Section: interaction-workspace
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.


Specifies the type and the location of the signature template, defined in Knowledge Manager or eServices Manager, that is to be added to outbound emails. 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.

workbin.email.draft

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the application is started or restarted.


The name of the Workbin to be used to store draft email.

workbin.email.in-progress

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the application is started or restarted.


The name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply.

email.outbound-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.


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.default-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.


Specifies the Interaction queue in which new or reply outbound e-mails are submitted.

webproxy.password

Section: interaction-workspace
Default Value:
Valid Values: The password of the proxy credentials. Leave empty to not use any credentials.
Changes Take Effect: At the next interaction.


Specifies the password to be used to access the web proxy that is used to download content from external web sites. This applies for example to the images that are contained in the e-mail body or to the pushed chat pages.

webproxy.username

Section: interaction-workspace
Default Value:
Valid Values: The username of the proxy credentials. Leave empty to not use any credentials.
Changes Take Effect: At the next interaction.


Specifies the username to be used to access the web proxy that is used to download content from external web sites. This applies for example to the images that are contained in the email body or to the pushed chat pages.

webproxy.address

Section: interaction-workspace
Default Value:
Valid Values: An empty address to specify the default proxy configuration of Microsoft Internet Explorer, a valid proxy address (for example: http://my-proxy-server:3128), "None", or an invalid address to use no proxy at all.
Changes Take Effect: At the next interaction.


Specifies the web proxy host address that is used to download content from external web sites. This applies for example to the images that are contained in the e-mail body or to the pushed chat pages.

general.writable-downloaded-attachment-file-types

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma separated list of valid file extensions, such as xlsx, png, and so on.
Changes Take Effect: At next attachment download.
Introduced: 8.5.118.10

Specifies the list of attachment file types that when they are opened are writable on the hard drive of the agent workstation once they are downloaded from UCS.

expression.url

Section: interaction-workspace
Default Value: See description.
Valid Values: A regular expression representing a URL.
Changes Take Effect: At the next interaction.
Modified: 8.5.124.08

Specifies the regular expression to identify an URL in Case Information area. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Default value = (?#Protocol)(?:(?:ht|f)tp(?:s?)\:\/\/|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+\.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-fA-F\d]{2})+)+|/)+)?(?#Query)(?:(?:\?(?:[-\w~!$+|.,*:]|%[a-fA-F\d]{2})+=(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)(?:&(?:[-\w~!$+|.,*:]|%[a-fA-F\d]{2})+=(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)*)*(?#Anchor)(?:#(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)?

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

email.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction
Dependencies: email.auto-answer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of email.auto-answer is set to true and the value of email.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: email.auto-answer
Introduced: 8.5.105.12

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.auto-answer

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


Specifies whether an e-mail interaction is automatically accepted when a 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.

workbin.email.in-progress

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the application is started or restarted.


The name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply.

workbin.email.draft

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the application is started or restarted.


The name of the Workbin to be used to store draft email.

email.outbound-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.


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.default-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.


Specifies the Interaction queue in which new or reply outbound e-mails are submitted.

email.reply-prefix

Section: interaction-workspace
Default Value: Re:<SPACE>
Valid Values: Any valid character string.
Changes Take Effect: Immediately.
Modified: 8.5.116.10

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

[Modified: 8.5.116.10, 8.5.113.11, 8.5.118.10]

Features

Workspace enables agents to handle email interactions, including the following functionality:

  • Reply to inbound emails (with or without the original text). The behavior of the email.reply-prefix option can be overridden by a routing strategy to conform to locale requirements [Added: 8.5.116.10].
  • Create new outbound emails
  • Validate the format of email addresses enter by agents into the To, Cc, and Bcc fields and provide feedback to agents prior to sending an email with an improperly formatted address [Modified: 8.5.114.08]
  • Check the spelling of an outbound email
  • Insert, edit, or delete hyperlinks dynamically, by context menu, or by a toolbar button into outgoing email interactions [Added: 8.5.118.10]
  • Apply a signature to an outbound email
  • Store emails in a workbin
  • Transfer an email to an internal target such as another agent or an interaction queue
  • Forward or forward as an attachment an email to someone outside of the Genesys system
  • Set a disposition code
  • Mark the interaction as Done
  • Quality Assurance (QA) review of emails
  • View and copy links to non-embedded images in inbound and outbound email interactions
  • View and insert Standard Responses
  • Paste content from browsers and other applications that display HTML
  • Paste images from browsers and other applications that display HTML
  • Print emails

Enabling Email

This section describes the privileges and configuration options that you use to enable Workspace email.

Privileges

Workspace employs the following privileges for all E-mail interactions:

  • Can Use E-mail media
  • Can Decline
  • Can Move to Workbin
  • Can Reply
  • Can Reply All
  • Can Add Attachments
  • Can Send
  • Can Save
  • Can Delete
  • Can Transfer
  • Can Forward
  • Can Forward As An Attachment
  • Can Set Interaction Disposition
  • Can Interim Send
  • Can Print E-mail
  • Can Change Format In New E-mail
  • Can Change Format In Reply E-mail
  • Can Mark Done

Basic Configuration

You can find all of the email configuration options here. Use the following configuration options for correct email interaction handling:

  • email.default-queue: Specifies the default queue for email interactions.
  • email.outbound-queue: Specifies the default queue for email interactions.
  • workbin.email.draft: Specifies the name of the Workbin to be used to store draft email interactionss
  • workbin.email.in-progress: Specifies the workbin to be used to store email interactions which are in the In Progress state.
  • email.auto-answer: Specifies whether an email interaction is automatically answered when it is routed to an agent. This option can be overridden by a routing strategy. You can also configure auto-answer to display a timer that enables an agent to view case information before the interaction is automatically answered by using the email.auto-answer.timer and email.auto-answer.enable-reject options [Added: 8.5.105.12].
  • accessibility.visual-impairment-profile: Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.
  • expression.url: Specify a regular expression that defines a valid URL.

Controlling attachment read-only behavior

[Added: 8.5.118.10]

By default, all attachments opened by agents in an external program are read-only. This means that agents cannot update them and save the changes to their hard drive.

Use the general.writable-downloaded-attachment-file-types option to override this behavior for specific file types. Allowing agents to edit only certain file types preserves the data integrity of files that you do not want agents to modify. For example, you might allow agents to modify .jpg and .png files so that the orientation can be changed, but restrict the modification of .docx, .xlsx, and other file types. Or, you might want to ensure that only .xlsx files can be updated by agents.

Linked images

Workspace handles linked images in the HTML content of inbound and outbound email interactions. Images are loaded from their respective web servers in the background so that display of the email interaction does not block the application. For environments where Internet proxies require user authentication, the following options have been added to the template:

Provisioning the Email channel

[Modified: 8.5.115.17]

1. Enabling an agent to use Email to correspond with a contact

Purpose:

To enable an agent to use Email to correspond with a contact that is stored in Universal Contact Server (UCS).
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View, or Genesys Administrator Extension.
  • A working knowledge of Genesys Administrator Extension.
  • Workspace Application object exists in the Configuration Database.
  • Workspace has a connection to Universal Contact Server and Interaction Server.
  • The Procedure: Enabling agents to manage contacts.

Start

  1. Allow the Email privileges (see Email Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
    • Can Use E-mail media
    • Can Decline E-mail
    • Can Release E-mail
    • Can Reply
    • Can Send
    • Can One Step Transfer
    • Can Set Interaction Disposition
  2. Configure the Email options in the interaction-workspace section of the Workspace Application object (refer to the Email configuration option reference for a list of Email options and a description of how to configure them).
  3. Configure the email queue options in the email section that are mandatory for basic email processing: email.default-queue and email.outbound-queue.
  4. (Optional for transfer or email to queues) Configure the queue options in the interaction-queue-presence, queue-presence, routing-point-presence sections of the Workspace Application object (refer to Section: interaction-queue-presence, Section: queue-presence, Section: routing-point-presence in the configuration option reference for a list of queue options and a description of how to configure them).
  5. Configure the workbins options in the interaction-workspace section of the Workspace Application object (refer to the Workbin configuration option reference for a list of workbin options and a description of how to configure them), in particular: workbin.email.in-progress and workbin.email.draft.
  6. To add an email signature, configure the email.signature template option in the interaction-workspace section to enable automatic insertion of a signature in all new and reply outbound emails.
  7. To limit the 'From' addresses that are available to agents to choose from in the outbound Email Interaction view to an address or address that are based on the inbound service used, or to specify a default address for each service rather than a fixed list, configure the email.from-addresses option. [Added: 8.5.115.17]
  8. Tip

    For information about configuring Load Balancing and Business Continuity, refer to Runtime Connection Logic in the eServices Load Balancing Business Continuity section of the Business Continuity and Disaster Recovery topic. Added: 8.5.109.16

End

2. Configuring filtered email From Address functionality

Purpose:

To enable an agent to access a configured list of Contact Center "From" email addresses.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View, or Genesys Administrator Extension.
  • A working knowledge of Genesys Administrator Extension.
  • A Workspace Application object exists in the Configuration Database.
  • Workspace can handle email interactions.

Start

The list of "From" email addresses that can be used in outbound emails can be populated from two mutually exclusive sources, based on options that you configure:

  • Email Server POP addresses. Configure the email.from-addresses option with the value $EMAILSERVER$.
  • An option that references a Business Attribute. Each Business Attribute Value corresponds to a "From" Address, where Name is the actual address, Display name is the human-readable name displayed to the agent, and Default tag is used to display a default value in the combo box that is used by the agent to select an address.

End

Restricting the editing of addresses in outgoing email

You can prevent your agents from adding or editing the To, Cc, and Bcc fields of outgoing email interactions. This feature enhances email security and other business strategies. Use the following configuration options to implement this email control feature:

By default, these options are set to true, meaning that, by default, there are no email address editing restrictions applied. The behavior of these options can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Signatures

Workspace enables you to assign default signature templates to outbound email interactions. E-mail signatures allow the insertion of tagged-data fields with data that is related to the agent, such as name, job title, department, phone number, email address, and so on. Refer to "Using UCS Data in Standard Responses: System Variables" in the "Genesys Knowledge Management: Basics" chapter of the eServices User's Guide for more information about the tagged data field. Signatures also support linked image(s) and hyperlinks.

Use the email.signature configuration option in the interaction-workspace section to specify the path and name of the signature file or the location of the Response in the Standard Response Library that is to be used as the default signature.

Important
This option can be overridden by a routing strategy based on the attached data of the interaction.

Attaching files to outgoing emails

You can enable agents to attache files to outgoing email interactions by allowing the Can Add Attachments privilege. Control the behavior of this feature by using the following configuration options:

Inserting images into outgoing emails

[Added: 8.5.113.11]

Beginning with Workspace 8.5.113.11, embedded in-line images are supported for both inbound and outgoing email interactions. If a contact inserts an image in an HTML formatted email interactions, agents see the image displayed where the contact inserted it.

You can enable agents to paste copied images at the insertion point in an outgoing email interaction or to click the Insert Image button and browse to find an image to insert by granting the Can Add Embedded Image In Outbound Email privilege. If this privilege is not granted, agents can only include images as attachments.

In Workspace 8.5.112.12 and lower, inserted images were handled as attachments; this did not allow images to be inserted next to the text that provided context for the image.

Important

Embedded in-line images are only supported by Genesys Email Server Java version 8.5.102.02 or Higher

Inbound email forwarding

[Modified: 8.5.113.11, 8.5.104.15]

Workspace supports two different email forwarding modes:

  1. Forward [Added: 8.5.113.11]
  2. Forward as an Attachment (Formerly: Inbound Email Forward to External Resource)

Forward

[Added: 8.5.113.11]

Agents can send a commented copy of an email interaction to an external resource (someone in your company directory that is outside of the control of the Genesys environment — for example, your back office). This is sometimes referred to as in-line forwarding. A forwarded inbound email interaction is copied into a new email interaction with a note indicating the date and contact name of the inbound email interaction, and the contents of the original email at the bottom of the email body. Agents remain responsible for responding to the original inbound email interaction. Agents may or may not wait for an answer to this forward, depending upon your corporate policies and processes.

When an agent selects Forward, a new outbound email is created as a child of the original email. The email subject is initialized to the subject of the parent email, and, if configured, a forward prefix (email.inline-forward-prefix). The body contains the agent's signature, if configured, and a quote header followed by the content of the parent email content . Attachments and attached data of the parent email, if any, are copied to the new email. The interaction is assigned to the same contact, if any, as the parent email. Agents can edit the body before completing the forward. The new outbound email is then placed in the email.inline-forward-queue. The agent EmployeeId is attached to that new outbound email to enable business procesess to distribute the possible reply back to the same agent. The original inbound email is placed in the in-progress workbin of the agent while it is being forwarded, and then removed from the in-progress workbin when the forward is completed.

The typical use case is that agents use the answer received from the person to whom they forward email interactions to elaborate their responses.

Agents can use Forward to forward emails from the following locations:

  • Active inbound email interaction
  • Inbound and outbound email interactions in the Contact History
  • Inbound and outbound email interactions in My History
  • Inbound and outbound email interactions in the Interaction Search

Use the following privilege to enable Forwarding:

  • E-Mail - Can Forward

If only this privilege is granted, then the Forward (IW E-Mail Forward To External Resource Button 850.png) button has no drop-down menu. Clicking it launches the forward process described above. If the E-Mail - Can Forward As An Attachment privilege is also granted, then the button activiates a drop-down menu that enables agents to choose between forwarding (in-line) or forwarding as an attachment.

Use the following configuration options to control the behavior of the Forward feature:

  • email.inline-forward-prefix—Specifies the prefix that is added at the beginning of the subject of the original email when it is forwarded to an external resource.
  • email.inline-forward-queue—Specifies the Interaction Queue in which outbound emails created for in-line forwarding are placed when agents click 'Complete Forward'.
  • keyboard.shortcut.interaction.email.inline-forward—Specifies the combination of keys that can be used as a keyboard shortcut to forward an active inbound email to an external resource.

Forward as an attachment

[Modified: 8.5.113.11]

(Formerly: Inbound Email Forward to External Resource)

Workspace enables agents to forward active inbound email interactions to an external resource (someone in your company directory that is outside of the control of the Genesys environment — for example, your back office) by selecting a valid email address in Team Communicator, either by manually entering the address or by selecting it from a searched Contact or a Corporate or Personal Favorite. Forward as an Attachment supports both To and CC (carbon copy) addressing and multiple recipient targets. You can configure agents to be able to add additional information about the forwarded interaction in a dedicated text box.

The typical use case is that agents delegate the writing of an answer to the external resource.

A set of key-value pairs that include the destination email address and other information is added to the inbound email before it is placed in the Forward queue so that they can be used in a Business Process:

  • GD_ExternalAgentAddress—The same content as IW_ExternalAgentAddress. This is added only if the general.gad.attached-data option is set to true.
  • GD_OriginalAgentEmployeeId—The same content as IW_OriginalAgentEmployeeId. This is added only if the general.gad.attached-data option is set to true.
  • GD_TransferrerUserName—The same content as IW_TransferrerUserName. This is added only if the general.gad.attached-data option is set to true.
  • IW_OriginalAgentEmployeeId—The Empoyee Id of the agent.
  • IW_TransferrerUserName—The UserName of the agent.
  • IW_EmailNotepad—The current notepad text of the email view.
  • IW_ExternalAgentAddress—The To email address destination. If the value of the email.forward.enable-multiple-to-addresses option is set to true, the value of IW_ExternalAgentAddress is a comma separated list of To addresses. This list has to be parsed in the Business Process. For each extracted address, the Business Process has to do the following:
    1. Assign the extracted address to a variable.
    2. Use this variable in the Forward Email block.
  • IW_ExternalAgentCcAddress—The CC email address destination. This is added only if the value of the email.forward.enable-cc-addresses option is set to true (Enable the CC address field where agents can specify one or several CC addresses). The value is a comma separated list of CC addresses. With this list, the Business Process has to do the following:
    1. Assign the list to a variable.
    2. Use this variable in the Forward Email block.
  • IW_ExternalAgentInstructions—The text provided by the agent who is forwarding the email interaction. This is added only if the value of the email.forward.enable-instructions option is set to true (Enable the forward instructions field). This value can be used as a Field Code in the Standard Response that is contained in the Forward Email block to give forward instructions to an external resource.

Refer to EServices email workflow samples for more information about forwarding email interactions to external resources.

The following privilege controls the use of the forwarding feature:

  • E-Mail - Can Forward to External Resource

Use the following configuration options in the interaction-workspace section to configure this feature:

Email Can Mark Done privilege

The Can Mark Done privilege controls how emails are marked as done.

When this privilege is allowed, the Done button is displayed in the toolbar when an inbound email is presented. If an agent clicks Done, the inbound email is terminated (removed from the Business Process). It will then not be possible to submit any corresponding outbound reply from the interaction view. It can only be reopened from the Contact History.

When this privilege is not allowed, the Done button is not displayed in the toolbar when an inbound email is displayed. The agent must handle the email by replying to it, transferring it, or placing it in a workbin.

Email interaction history

An agent can take ownership of email interactions that are in-progress if you grant the permissions that are listed in the table Agent Privileges that Control Email Interaction History Functionality lists the privileges that can be used to enable the Interaction History for agents. The E-mail Interaction History feature displays the status of the interaction to agents by using the detailed status information that is provided by Interaction Server. The in-progress status of an email enables agents to find and process inbound email interactions that are in a queue but are not assigned, or are in the process of being routed. The in-progress status can also be used to restrict which agents can handle an in-progress interaction.

Agent Privileges that Control Email Interaction History Functionality
Privilege Agent Functionality
Workbin - Can Use Agents can open any email that is present in the agent's personal workbins or in shared workbins to which the agent has access from the Workbin view.
Contact - Can Pull From Other Personal Workbins Agents can select an email that is currently in the workbin of another agent.
Contact - Can Pull From unasigned shared workbin Agents can select an email from a shared workbin to which the agent is not assigned or is in the scope of a group to which the agent is not a member.
Contact - Can Pull Queued Emails Agents can select an email that is in a queue or that is currently being delivered.

Printing

[Modified: 8.5.101.14]

From the following views, agents can display and use the Print Preview window:

  • Email Interaction window
  • My History
  • Contact History
  • Draft workbin

The Print Preview window provides the following functionality:

  • Print preview
  • Printer selection
  • Page range
  • Page layout
  • Configurable page margins
  • Page numbers

Enable the following privilege to allow agents to print email interactions:

  • Can Print Email

Configure the following option to specify whether the Print Preview window is displayed to the agent:

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This page was last modified on October 26, 2018, at 06:31.