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im.simple-transcript

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.122.08

Specifies whether the IM transcript is displayed as simple lines of text lines instead of text blocks.

Instant Messaging

[Modified: 8.5.122.08]

You use the following options in the interaction-workspace section to configure the channel to handle IM interactions:

  • im.simple-transcript: Specifies whether the IM transcript is displayed as simple lines of text or as colored blocks of text. [Added: 8.5.122.08]

Procedure

Enabling agents to use Instant Messaging

Purpose:

To enable an agent to use Instant Messaging (IM) to send and receive text messages with an internal target.
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 has a connection to SIP Server.

Start

  1. Allow the Team Communicator privileges (see Team Communicator 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).
  2. Configure the Team Communicator options in the interaction-workspace section of the Workspace Application object (refer to the Team Communicator configuration option reference for a list of Team Communicator options and a description of how to configure them).
  3. Allow the following IM privileges for the role to which the agent is assigned:
    • Can Release IM
    • Can Make IM
    • Can Use IM
  4. Configure the IM options in the interaction-workspace section of the Workspace Application object (refer to the IM configuration option reference for a list of IM options and a description of how to configure them).
  5. Ensure that the SIP DN of the Place used for Instant Messaging has the following options defined in the TServer section:
    • sip-signaling-chat = none
    • multimedia = true
    • voice =
      • false: The DN will handle only IM
      • true: The DN will handle IM and voice
      • "": Option not set (Default = true; therefore, the DN will handle IM and voice)
    Important
    • The DN that holds the IM channel does not support the ACDPosition type. It must be of type Extension.
    • If the voice key is not included in the Tserver Section, the DN handles both IM and voice.

End

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This page was last modified on October 26, 2018, at 06:33.