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broadcast.subscribed.topics

Section: interaction-workspace
Default Value: All,$Agent$,$AgentGroup$
Valid Values: A comma-separated list of string
Changes Take Effect: When the application is started or restarted.


Specifies the list of topics to which agents can be subscribed. The key $Agent$ defines the username of the agent. The key $AgentGroup$ defines all agent groups of which the agent is a member.

broadcast.value-business-attribute

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


A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for custom attribute of message.

broadcast.toast-summary

Section: interaction-workspace
Default Value: Sender, Priority,Subject,FewWords
Valid Values: A comma-separated of valid object types from the following: Sender, Priority, Subject, FewWords, Topic, MessageType, any key of custom
Changes Take Effect: At the next message.


Determines the attributes display in the broadcast message notification.

broadcast.subscribed.topics

Section: interaction-workspace
Default Value: All,$Agent$,$AgentGroup$
Valid Values: A comma-separated list of string
Changes Take Effect: When the application is started or restarted.


Specifies the list of topics to which agents can be subscribed. The key $Agent$ defines the username of the agent. The key $AgentGroup$ defines all agent groups of which the agent is a member.

broadcast.sound.normal-priority

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device
Related Options: application.secondary-audio-out-device

Specifies the sound configuration string of messages of type important. For example: "Sounds\NormalMessage.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.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 play the whole sound and repeat the sound until the Interactive Notification is closed.
    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.

broadcast.sound.minimal-priority

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device
Related Options: application.secondary-audio-out-device

Specifies the sound configuration string of messages of type important. For example: "Sounds\MinimalMessage.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 play the whole sound and repeat the sound until the Interactive Notification is closed.
    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.

broadcast.sound.low-priority

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device
Related Options: application.secondary-audio-out-device

Specifies the sound configuration string of messages of type important. For example: "Sounds\LowMessage.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 play the whole sound and repeat the sound until the Interactive Notification is closed.
    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.

broadcast.sound.important-priority

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device
Related Options: application.secondary-audio-out-device

Specifies the sound-configuration string of a message of type important. For example: "Sounds\ImportantMessage.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 play the whole sound and repeat the sound until the Interactive Notification is closed.
    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.

broadcast.sound.high-priority

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Dependencies: application.secondary-audio-out-device
Related Options: application.secondary-audio-out-device

Specifies the sound configuration string of messages of type important. For example: "Sounds\HighMessage.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.
    1. -1 means play the whole sound and repeat the sound until the Interactive Notification is closed.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  3. 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.

broadcast.preview-timeout

Section: interaction-workspace
Default Value: 10
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next message.


Defines the duration, in seconds, that the preview of the broadcast message is displayed in the Information area of the Main Window. The value 0 means the Preview is not displayed.

broadcast.message-content

Section: interaction-workspace
Default Value: Subject,Sender,Priority,Date,Topic,Body
Valid Values: A comma-separated list of valid object types from the following: Subject, Sender, Priority, Date, Topic, Body, MessageType, Id, any key of custom data
Changes Take Effect: At the next message.


Specifies the attributes that are displayed in the Broadcast Message window and in the item tooltip of the MyMessages view.

broadcast.mark-read-timeout

Section: interaction-workspace
Default Value: 5
Valid Values: from 0 to MAXINT
Changes Take Effect: When the application is started or restarted.


Specifies the duration, in seconds, that the broadcast message tooltip is displayed before the message is marked as read. If the duration is 0, this feature is not applied; then, the message is not considered to be read until the agent selects it for reading.

broadcast.dn

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of DN and switch names in the following format: dn_name@switch
Changes Take Effect: When the application is started or restarted.


Specifies the list of Communicatio​n DNs that are used for Broadcasting.
Workspace registers to the specified DNs when a correspondin​g TServer connection is configured in the application and then considers all messages sent on these connections.

broadcast.displayed-columns

Section: interaction-workspace
Default Value: MessageTypeIcon,MessageType,Sender,Subject,Priority,Date,Topic
Valid Values: A comma-separated list of valid object types from the following: MessageTypeIcon, MessageType, Sender, Subject, Priority, Date, Topic, Id, any key of custom data
Changes Take Effect: When the application is started or restarted.


Specifies the names of the columns that are displayed in the MyMessage view.

broadcast.color.normal-priority

Section: interaction-workspace
Default Value: #FFC48C88
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.


Specifies the color of the border of the Message view frames for normal priority messages. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color.

broadcast.color.minimal-priority

Section: interaction-workspace
Default Value: #FFC7C7C7
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.


Specifies the color of the border of the Message view frames for minimal priority messages. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color.

broadcast.color.low-priority

Section: interaction-workspace
Default Value: #FF7EC0C2
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.


Specifies the color of the border of the Message view frames for low priority messages. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color.

broadcast.color.important-priority

Section: interaction-workspace
Default Value: #FFE81100
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.


Specifies the color of the border of the Message view frames for important priority messages. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color.

broadcast.color.high-priority

Section: interaction-workspace
Default Value: #FF5E99FF
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.


Specifies the color of the border of the Message view frames for high priority messages. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color.

Broadcast Messages

Workspace enables agents to receive messages that are sent simultaneously (broadcast) to multiple contact center parties. You must use an application that can publish messages, associated by topic, to a common communication DN. Workspace employs a simple protocol based on communication DN and provisioning to enable this functionality.

Agents can be provisioned to receive messages that are addressed, by topic, to a property of the agent or a property of an agent group (see the Procedure: Enabling agents to view Broadcast Messages).

Messages are displayed to agents by an Interactive Notification that is similar to the new interaction Interactive Notification. An audio alert can be configured to alert agents when a new broadcast message arrives. Messages are also displayed in the Workspace Main Window as a summary table in the Messages drop-down area. If the agent opens the message, a detailed view is displayed. If the agent uses the Gadget view, messages are displayed in a message gadget.

Attributes

A broadcast protocol message is defined by the following attributes:

  • Message: The content of the message.
  • Sender: The identity of the sender.
  • Message Type: The type of message, such as Error, Information, Notification, and so on.
  • Subject: The subject of the message (optional).
  • Priority: The relative importance of the broadcast message. The following subcategories are predefined; however, you can also configure your own values:
    • Minimal
    • Low
    • Normal
    • High
    • Important
  • Date: The date sent, in local time of the agent.
  • Topic: To which topic the message was sent.
  • Custom Data: Any custom data included with the message.

Protocol

Use the following protocol on your supervisor client configuration: 

IWS_Message
IWS_Sender
IWS_MessageType
IWS_Subject
IWS_Priority
IWS_Date (RFC1123 pattern.)
IWS_Topic
IWS_CustomData

The following is an example of a UserEvent configuration: 

Event:EventUserEvent
 Server:65200
 ReferenceID:7
 CustomerID:Resources
 ThisDN:BroadcastDN
 UserData:
 (Str) IWS_Subject Coffee Break
 (Int) IWS_Priority 3
 (Str) IWS_Message Please take your coffee break NOW !!!
 (Str) IWS_Date Thu, 11 Feb 2010 16:15:16 GMT
 (Str) IWS_Topic Agent4
 (Str) IWS_Sender Ministrator
 (Str) IWS_MessageType Error
 Seconds:1265904964
 USeconds:234000
 Server Time:11/02/2010@17:16:04.234

Configuration options

You can use the following options in the interaction-workspace section to configure Broadcast Messaging:

Message types can be customized by adding the following lines to the Genesyslab.Desktop.Modules.Windows.en-US.xml dictionary file: 

<Value Id="Broadcast.MessageType.System" String="System"/>
<Value Id="Broadcast.MessageType.Error" String="Error"/>
<Value Id="Broadcast.MessageType.Information" String="Information"/>
<Value Id="Broadcast.MessageType.Internal Note" String="Internal Note"/>

The value that is set in the String property is displayed as the message type.

Provisioning Broadcast Messages

Procedure

Enabling agents to view Broadcast Messages

Purpose:

To enable an agent to receive and view messages that are sent simultaneously (broadcast) to multiple contact center parties.
Prerequisites

Start

  1. Allow the following Broadcast Message privilege (see Broadcast Privileges) for the role to which the agent is assigned (refer to the Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group):
    • Can Use Broadcast Message
  2. Create a communication DN and configure it in broadcast.dn.
  3. Configure the broadcast message topics to which an agent can be subscribed by using broadcast.subscribed.topics.
    Topics can be associated with different configuration objects such as agents ($Agent$) and agent groups ($AgentGroup$); or they can be the names of custom topics such as team (for example, billing) or site (for example main_campus).
  4. Ensure that you have a Sender application that implements the protocol described in Protocol, above, that sends messages to topics that match what is configured in your system.

End

This page was last edited on May 21, 2020, at 11:59.
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