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Interaction options

[Modified: 8.5.106.19, 8.5.116.10, 8.5.117.18, 8.5.118.10]

interaction.auto-focus

[Added: 8.5.116.10]

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At application start or restart.
  • Description: Specifies whether a new inbound interaction should be in focus automatically when it is accepted.

interaction.auto-focus.<media-type>

[Added: 8.5.116.10]

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At application start or restart.
  • Description: Specifies whether a new inbound interaction of the specified media type should be in focus automatically when is accepted. When this option is defined it overrides the interaction.auto-focus option.

interaction.case-data.content

[Modified: 8.5.106.19]

  • Default Value: History,CaseData
  • Valid Values: History, CaseData
  • Changes take effect: At the next interaction.
  • Description: Defines the content of the Case Information area. The CaseData key enables the display of the attached data that is defined by the interaction.case-data.format-business-attribute option. The History key enables the display of interaction history information, such as the Origin field. The order of the keys defines the order of the Case Data and History information in the Case Information area. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. Starting from the 8.1.1 release, this option no longer controls the display of case information in the toast view. Please refer to the toast.case-data.content option for this purpose.

interaction.case-data.enable-url-preview

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Enables the display of a preview of the web page that is linked from the Case Information if the value is set to true. Also see expression.url. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.case-data.format-business-attribute

  • Default Value: ""
  • Valid Values: A valid name of a Business Attribute.
  • Changes take effect: At the next interaction.
  • Description: Specifies the name of the Business Attribute that contains the Attribute Values that are used to filter and render attached data. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the interaction.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in the interaction.case-data.order option are put at the bottom of the list.
Starting with the 8.1.1 release this option no longer controls the display of case information in the toast view. Please refer to the toast.case-data.format-business-attribute option for this purpose.

interaction.case-data.frame-color

[Modified: 8.5.106.19]

  • Default Value: #FF17849D
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: At the next interaction.
  • Description: Specifies the background color of the Case Information view header. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, and #FFB8400B for a Bronze color. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.case-data.header-foreground-color

[Modified: 8.5.106.19]

  • Default Value: #FFFFFFFF
  • Valid Values: Valid hexadecimal (HTML) color code.
  • Changes take effect: At the next interaction.
  • Description: Specifies the color of the text of the Case Information view header. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, and #FFB8400B for a Bronze color. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.case-data.is-read-only-on-idle

  • Default Value: true
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: If the value of this option is true, changes to the case data after a voice interaction has been released are prevented. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.consult-user-data

  • Default Value: public
  • Valid Values: public, private, none
  • Changes take effect: Immediately.
  • Description: Specifies if and how the business data (original interaction user data, contact identifier, and so on) of the customer interaction is shared in a consultation interaction and how. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
    • none -- No data is shared in the consultation.
    • public -- User data of the customer interaction is shared in the consultation. The user data is copied at the root level of the consultation user data. Keys that start with an underscore are not copied into the consultation leg.
    • private -- User data of the customer interaction is shared in the consultation. The user data is copied in a sub-list of the consultation user data, named SharedInformation. Keys that start with an underscore are not copied into the consultation leg. This is Interaction Workspace 8.1.0 compatibility mode.

interaction.disposition.display-mode

[Added: 8.5.108.11]

  • Default Value: tree-view
  • Valid Values: tree-view, radio-buttons
  • Changes take effect: When the application is started or restarted.
  • Description: Specifies the display mode of the Disposition tab in the interaction view.
    • tree-view—Disposition codes are contained within a hierarchy of folders. Agent can search for disposition codes.
    • radio-buttons—The disposition codes are presented in a flat radio-button list (legacy mode).

interaction.disposition.disposition-code-key-name

  • Default Value: DispositionCode
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
  • Changes take effect: At the next interaction.
  • Description: The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.email.mandatory-actions

[Added: 8.5.103.10][Modified: 8.5.117.18]

  • Default Value: ""
  • Valid Values: A comma separated list of actions from the following list: Transfer, Forward
  • Changes take effect: The next time an agent transfers and/or forwards an email interaction.
  • Description: Some email interaction actions, such as Transfer and 'Forward as an attachment', have an uncertain final status. This option enables you to specify whether the mandatory editable case data must be completed by the agent before applying a 'Transfer' or 'Forward as an attachment' action. If Transfer and/or Forward are specified for this option, agents must complete case information that is configured as mandatory before completing one of these actions. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.is-mandatory

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specify whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.is-read-only-on-idle

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Prevents changes to the disposition code after a voice interaction has been released. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.key-name

  • Default Value: DispositionCode
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
  • Changes take effect: Immediately.
  • Description: The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.use-attached-data

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.use-connection-id

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether the connection id is sent as part of the user event that is sent for disposition code. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.value-business-attribute

  • Default Value: DispositionCode
  • Valid Values: A valid name of a Business Attribute.
  • Changes take effect: Immediately.
  • Description: A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code.
Beginning with release 8.5, you can specify the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, and then add the interaction.disposition.order option.
This option contains a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not specified by the interaction.disposition.order option are put at the bottom of the list, except for the value None, which it is always the first item.
This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.evaluate-real-party-for-agent

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: Specifies whether Workspace attempts to transform the name of the party DN into an Agent name during a voice interaction.
If the value of this option is set to true, the names of all the parties on a call are displayed, if possible. This includes the contact party. In general, agent DNs are defined using a dialing rule, the interaction.evaluate-real-party-for-agent.expression option can be used to define a regular expression that recognizes internal parties on a call and displays the agent name instead of the DN.

interaction.evaluate-real-party-for-agent.expression

[Added: 8.5.110.13]

  • Default Value: .*
  • Valid Values: Any valid regular expression.
  • Changes take effect: When the application is started or restarted.
  • Description: When the value of the interaction.evaluate-real-party-for-agent option is set to true, this option specifies a regular expression that is used to match the parties in a voice call that should be evaluated and transformed into a real agent name. For example, in environments where agent DNs are defined by a 7-digit number starting with a 7 or 8, the value of this option would be set to the following value: "^[78]\d{6}".

interaction.override-option-key

  • Default Value: IW_OverrideOptions
  • Valid Values: An attached data key name (string).
  • Changes take effect: At the next interaction.
  • Description: Enables overriding of certain application options by using one or several transaction objects. This option provides the key name of the attached data that contains the list of transaction objects. Note: the key named in this option will not be copied into any interaction that is created from the current interaction, such as consultations, reply emails, and so on. Refer to Modifying a Routing Strategy to Override Workspace Options, Based on Attached Data

interaction.reject-route

  • Default value: ""
  • Valid Values: A string that represents an attached data key.
  • Changes take effect: At the next interaction.
  • Description: Workspace enables the Reject voice call operation in SIP Server environments that use multi-site routing. The reject route mechanism has been extended to accommodate different types of 'reject' implementations, depending on the context. Use the interaction.reject-route to enable the reject route mechanism by specifying a string as a key to be used at run-time to retrieve the behavior description from the interaction user data. It is the responsibility of the administrator to define the multi-site reject criteria.

The reject route is specified in the interaction user-data in the following format: <reject-method>:<dn>@<switch>.

Tip
In releases 8.1.2 and earlier, the format was defined by <dn>@<switch> only.

The <reject-method> attribute is optional to maintain backward-compatibility with pre-8.1.3 configurations.

When <reject-method> is specified, ensure that the following characters are also specified: ':', '@', and the <switch> field.

The following are the possible values for the <reject-method> attribute:

  • pullback: Reject applies the following action: SingleStepTransfer(OtherDN='',Location=<switch>,extensions contains *pullback*). This is the legacy behavior for multi-site reject. This approach works only when the value of the TServer/divert-on-ringing SIP Server configuration option is set to true.
  • sst: Reject applies the following action: SingleStepTransfer(OtherDN=<dn>,Location=<switch>). Warning, if the value of dn@switch corresponds to the same routing point as the one that is handling the call that is being delivered to the agent, the action will succeed only if the value of the TServer/divert-on-ringing SIP Server configuration option is set to true
  • release: Reject applies the following action: releaseCall. This value must be applied when the value of the TServer/divert-on-ringing SIP Server option is set to false.

interaction.unconditional-force-close

[Added: 8.5.118.10]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether the Force Close This Case contextual menu is always enabled (true) or is available only if specific conditions are met where the current interaction/case can no longer be closed by the agent through standard interaction handling procedures.

interactions.window.allows-transparency-on-winos6

  • Default value: true
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the interaction window is presented in transparent style on Windows 6 or higher (Windows Vista, Windows 7, and Windows Server 2008, and so on). Unmanaged controls, such as web browsers, are not able to function in Windows Vista, Windows 7, Windows Server 2008 if non-transparent windows are used. Set the value to false to permit the display of unmanaged controls.

interaction.window.popup-topmost-z-order

  • Default value: false
  • Valid Values: true, false.
  • Changes take effect: At the next interaction if the value is changed to true, or when the application is started or restarted if the value is changed to false.
  • Description: Indicates whether the interaction window can steal focus from other active applications when auto-answer in enabled. When set to false, the Interaction Window tries to gracefully get the focus; however, due to certain Windows Operating System settings, this might not result in moving the interaction window to the front.

interaction.window.show-case-interaction-panel-button

  • Default value: true
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the collapse/expand button on interaction windows is enabled. If the value of this option is set to true, the button is enabled, and agents can collapse and expand the interaction view (left panel). The interaction view contains the controls and content of the interaction. If this view is collapsed, only the right panel is displayed. This is typically the Contact Information and Contact History view or Standard Responses view or any available customized view. If the value of this option is set to false, the button is not enabled, and the interaction view cannot be collapsed.

interaction.window.show-in-taskbar

  • Default value: true
  • Valid Values: true, false.
  • Changes take effect: At the next interaction.
  • Description: Indicates whether the interaction window has a Windows taskbar button. If not, when minimized the window can be restored from the Interaction Bar. Enables the minimizing of Interaction windows to the Interaction bar of the Main Window instead of the Windows taskbar.

interaction.window-title

  • Default Value: ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$) - $Interaction.Type$ - $Window.Title$
  • Valid Values: $Window.Title$, $Application.Title$, $Application.Name$, $Agent.UserName$, $Agent.LastName$, $Agent.FirstName$, $Agent.EmployeeId$, $Contact.FirstName$, $Contact.LastName$, $Interaction.MainParty$, $Interaction.Type$
  • Changes take effect: When the application is started or restarted.
  • Description: Defines the title of the interaction window that appears in the Windows Task Bar by specifying a string that contains the following field codes:
$Window.Title$,$Application.Title$,$Application.Name$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Contact.FirstName$, $Contact.LastName$, $Interaction.MainParty$,$Interaction.Type$

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